We are in a business that deals with people, which is fortunate because we actually like people (almost as much as code 🙂 ). That said, as is common in doing business with people, miscommunications happen from time to time. Recognizing this fact and having a plan to deal with them is important. Here is how we look at it:

Common causes of miscommunication:

• Assumptions. This is the most common cause. Two parties try to communicate and base that communication off of a set of assumptions. If the initial assumption is wrong, then the communication will be wrong as well.
• Hasty communication. We have all done it, hammered out that last email as quickly as possible while trying to get out the door because we are running really late. This is a terrible way to communicate because the communication is not well thought out or well delivered, so it will either come off as half baked, rude, or just frustrating.
• Email. This is where most miscommunications happen, for the simple reason that quick emails might seem like a good idea, but often don’t come across well or as complete thoughts. In email you can’t tell a person’s tone and therefore can easily miss the true meaning of what they are communicating.
• Misunderstanding. Communication is both the giving of information to someone and the receiving of information from someone. If the person receiving the information doesn’t fully understand and doesn’t ask for clarification, then miscommunication has happened.
• Lack of listening. We live in a world that loves to talk and rarely listens. Too often when talking the person “listening” is really just biding their time until the other person pauses so that they can jump in with their point. That isn’t listening, its stalling, and its terrible communication.

Issues that miscommunication causes:

• Project delays. If one party is thinking the other party is taking care of something, and vice-versa, then nothing is really getting done.
• Frustration. If an email comes across as angry (even when not meant to) it causes frustation. Or, if an email is unclear but asking for an action, it is frustrating.
• More miscommunication. If two people are already on different pages and are trying to communicate further, its likely that the communication gap between them will widen.

How to fix it:

• Recognize when miscommunication has happened. This might seem a bit simple, but miscommunication often goes undiagnosed. By taking a moment to really see what is happening you can circumvent a lot of frustration.
• When writing an email, think through it and when finished, read back through it.
• Pick up the phone. This is most commonly what we do when we recognize that miscommunication is happening. A phone conversation can accomplish much more good communication than a series of emails.
• Have a meeting. If the miscommunication is particularly bad, an in person meeting might be in order. In person meets are the best form of communication as you can see facial expressions, hear tone, and really talk through information to gain full understanding.

photo credit: Same language, different words via photopin (license)