Workplace Miscommunication: Why It Happens and How to Prevent It

Jun 25

This week, I facilitated a workshop where we played a simple game to illustrate a complex idea: Pictionary. The catch? The drawer couldn’t use any words, just images.

I gave them 3 minutes on the clock and every person had to draw a concept, idea, or word for the rest of the team to guess.

The funny part was that some of the most straightforward prompts turned into confused squiggles and off-base guesses. On the contrary, some of the most complicated prompts were guessed in 15 seconds or less!

Confusing right?

But that’s exactly the point. In the workplace, we think we’re being clear—about expectations, priorities, timelines, deliverables. But just like in that game of Pictionary, sometimes the message will land, and sometimes it doesn’t. But when it doesn’t… It's frustrating, people want to quit, and people start to disengage.

So let’s talk about why miscommunication and disengagement happens and how to fix it.

Assumptions are the problem

One of the most common traps I see leaders and team members fall into is assuming that people understand expectations and workplace etiquette.

Here’s the deal… you need to be insanely clear if you want a message to get across. When I was flying home from this client offsite, I (actually) paid attention to the safety briefing and it reminded me that even the most basic instructions – like putting on your seatbelt – needed to not only be communicated but demonstrated as well.

Do not assume people know what to do, when to do it, and how you want it done.

→ If you’re frustrated people aren’t showing up to work on time… have you communicated the expected start time within your office?

→ If people are showing up to Zoom meetings with chaos happening in the background (coffee shops anyone??), have you directed them where to take virtual meetings and what their background should consist of?

Pro tip: Provide a company background! This will keep all virtual meeting backgrounds consistent, on brand, and minimize meeting distractions.

Assuming even the most tenured employees know and understand what is expected of them in the workplace is a recipe for misunderstanding and miscommunication.

Get clear on what you expect of your team members, communicate it, and communicate it again.

Context Matters - Communicate The What, the Why, and the How

When you are ready to communicate your expectations… make sure your communication includes:

The What: What exactly do you need? Be specific. (Example: “Please update the report” is vague. “Please update the Q2 sales report with the latest numbers and re-upload by Friday” is clear.)
The Why: Why does it matter? Help your team connect the dots. When people understand the purpose, they’re more likely to follow through and ask thoughtful questions.
The How: What’s the expected format, tone, or delivery? Don’t assume people know what you’re envisioning.

If even one of these is missing, you create space for misinterpretation.

Learn to Flex Your Communication Style

There are situations where you need to adapt your communication style depending on the message and who’s receiving it.

Good communication isn’t one-size-fits-all. The best communicators know how to adapt their style based on the audience, the situation, and the stakes.

Are you onboarding a new team member? Go slower. Check for understanding. Use examples.
Are you communicating with a senior leader? Get to the point. Lead with impact.
Working cross-functionally? Avoid jargon and give context—they may not speak your team’s shorthand.

Flexing your style means recognizing who you're talking to and adjusting your tone, detail level, and delivery so the information can be understood, retained, and acted upon.

Choose the Right Channel

Not every message should be an email. Not every question needs a meeting.

The channel you choose matters:

Use email for detailed instructions, updates, and documentation.
Use Slack/Teams for quick check-ins or clarifications.
Use calls/meetings for brainstorming, alignment, or sensitive topics.
Use in person conversations for relationship building

Mismatched communication channels can make even the clearest message feel confusing.

Clarity vs Confusion: A Real-Life Example

Confusing:
“Can you handle the client piece this week?”

This leaves the receiver wondering: Which client? What part? When? How do I deliver it?

Clear:
“Can you please send the updated Q2 client summary deck to Amanda at Baxter by Friday? Make sure to include the retention data from last month.”

It’s the same task—but one version sets someone up for success. The other sets them up for a guess.

Action Steps to Try This Week

Ready to reduce the confusion and create more clarity? Try this:

✅ Before sending any message, ask yourself: Does this include the what, why, and how?

✅ Match the channel to the message - don’t drop big asks in chat or bury details in meetings.

✅ Follow up on key items in writing (even if you said them out loud).

✅ End your emails or messages with clear calls to action (“Please respond to this survey by the end of the week”)

✅ Assume good intent, but don’t assume shared understanding. Confirm it.

Clear communication doesn’t happen by accident. It takes intention, practice, and follow-through.

Think your team could use a dose of communication training to improve clarity, expectations, and productivity? Let’s chat! Email me jenna@careercivility.com