A survey of most organizations finds one of the top three issues to be poor communication in the workplace. With the growing diversity of our workforce coupled with different communication styles, communication at a basic level often is the fault of most workplace issues. Steven Gaffney wrote “The average employee loses seven weeks of productivity every year because of troublesome and unresolved communication. Lack of open, honest communication is at the root of 80 percent of problems at work.” Many of these problems occur due to a difference in perception.

Differences in perception

We often wonder how 3 people can witness an incident and walk away with different perceptions of what they saw. Do we question who is being dishonest? The reality is the meaning in any conversation or situation lies in the person, not in the words or event. We all filter what we see and hear based on every life experience we have had up to that point. These filters bring into play any previous or similar incidents we have experienced. There are many ways in which perceptions result in problem communication.

Inference –observations confusion

One of the most prevalent problems in perceptual differences is when a person fails to distinguish between what is actually observed first hand and what was only assumed, then acts on the inference as if it were fact. For example, a person you were helpful to walks by and appears to ignore you. The first time it happens you may not think much of it other than, “That’s odd?” Say it happens again the next day and not only does the person ignore you, it looks as if they stick their nose up in the air. How do you respond, or do you just become offended and take it personally? What would you think if later you found out that the person or a loved one was just diagnosed with cancer and they were emotionally absent and did not even see you? Every day, we put meaning where there is none or our meaning is off base because we filter it based on our life experiences.

Confirmation Bias

Another communication problem occurs when we selectively remember things based on our preconceived notion about a person or situation. People tend to view ambiguous information as supporting their beliefs. This can be illustrated by thinking of a good friend saying something that could be misconstrued as mean to you. Often we would http://laparkan.com/buy-vardenafil/ think, “Gee, they must be having a bad day. I better check in with them.” Ironically if another person had said the same thing to you, it may have been perceived differently.

Let’s look at another situation. You interact with someone you do not like very much and they complement you. What do you think? Do you think, “Gee that was nice,” or “Okay, what do they want. I better watch my back!”

Bypassing

A third problem occurs when we assume that meanings of words are the same for all people. This causes many issues where people assume they have communicated accurately only to find a misunderstanding has taken place. While teaching a class on communication skills, the question was posed, a manager comes in and says they need a report as soon as possible. “What does “as soon as possible” mean? Some people responded they would drop everything and do it immediately, but others thought they would work on it as soon as you finish what you are working on. Still others thought it was fine if they finished by the end of the day.

With poor communication causing a dramatic percentage of the problems in the workplace, many issues can be resolved by merely creating a feedback loop for understanding. Let the person know you want to make sure you have communicated clearly and have them repeat the expectation. Frequently problems can be cleared up before they occur.

Another option is to make sure you select words to describe clearly your expectation. Instead of as soon as possible, you may say, “This project has become the number one priority could you please have it completed and on my desk by noon?” You may also want to clarify with the individual that you realize this will effect the project on which they are working and establish some clear guidelines for that project as well. By clearly communicating you can reduce stress and minimize misunderstanding.

Finally, when you experience an interaction with another person, instead of just developing your perception of what occurred, follow up with the person to create a shared pool of understanding. Inquire in a manner that will allow the person to hear you without becoming defensive.

With a little extra attention, many of the problems that occur due to poor communication can be resolved and positively influence the bottom line of your organization.