Communication in the working community happens via written and spoken messages, instructions, emails, phone calls, non-verbal cues, etc. In order to support mutual understanding, it is good to discuss and agree on communication methods, tools, appropriate times, etc. for both official and unofficial communication.

Talk about how instructions are given, where official information is available, what terminology is used, etc. Make sure that everyone knows and can follow the ‘house rules’ of communication. Again, cultural and personal preferences plays a part in what is considered appropriate, official, unofficial, etc. For instance, a message sent to an employee’s phone after working hours might be ok for some, and then again can cause concern for others.

The checklists below offer some suggestions on what to take into consideration in workplace communication.

Culture, be it the company’s, industry’s, or a country’s, and unwritten rules of communication have an effect on how messages are received. Personal preferences are also good to keep in mind. Being polite and positive is a good rule of thumb for any means of communication.

When writing emails, consider keeping a formal tone and making an effort in the beginning at least. In time, a more relaxed approach might be ok, especially if the corresponding person initiates it. Cultural factors can be quite apparent with emails. For instance, in Finland people rarely use their titles and progress to a first-name basis quite fast. Then again in Germany, titles are very much used and addressing someone with their title is considered normal and appropriate.

Since email and other messaging functions do not include non-verbal communication, much of the subtle messages are missing. For instance, you cannot see what the person’s mood is, you can only guess based on the words or punctuation marks they use. And you can often also guess wrong. If you are not sure what a person is trying to tell you, ask them. Or if you do not want to ask them, trust the words. After all, no-one can expect you to be a mind reader.

Keep the above in mind when writing messages yourself. Be polite, positive and compassionate. Even if you are in a hurry, don’t leave out greetings, for instance. It’s often the details that make the most difference.

Tips for communication in challenging situations

• Make sure you communicate difficult topics, or topics that might be considered difficult by the receiver, face-to-face. Emails or messages leave too much room for interpretation and can easily be misunderstood, especially if the situation is already challenging.
• Consider the importance of non-verbal communication. People perceive the majority of a message through non-verbal communication. Lack of non-verbal communication can cause the recipient to misunderstand the message.
• In an intercultural setting, empathy plays an important part. Practice your ability to be sensitive to the thoughts and feelings of the other person. This will help you navigate intercultural encounters more smoothly,  will aid to act flexibly in intercultural moments in general, as well as anticipate and identify the potential for challenges and conflicts.
• When addressing a potentially sensitive topic, state the goal of the remark or discussion clearly. This will increase the chance that the recipient will hear your message as it is meant. For instance: ‘The purpose of this conversation is to confirm that you are working on these tasks according to the deadline.’
• Use ‘I’ statements instead of generalisations. For instance, say ‘I am bothered when you arrive late to the meeting because I have to adjust the agenda on the spot, and we might not finish on time’ instead of ‘It annoys everyone when you are late’
• Be sensitive to the ways in which refusal, disagreement or complaints can be expressed by others. Especially if you are a supervisor or employer representative and you need to take action based on the situation.
• Practice active listening and don’t build contra-arguments in your head while listening to the other person talking. Instead, give non-verbal encouragement (e.g. nodding) to give the other person the feeling that they are heard. Listen carefully and try to understand what the other person wants to tell you. The goal is to really understand the message the other person is trying to convey.
• Ask questions to make sure you understand properly what the other person is trying to tell you.
• Confirm what you understand, e.g. by repeating in different works what you think the message is. This does not mean you accept or agree with the message, but helps clarify the message and avoid misunderstanding.
• Share your perspective on the matter. Be as clear as you can be.
• As an employee you might want to express refusal, disagreement or a complaint. Despite your previous experiences and habits, you normally apply in those situations, it might be very different in another context, company, or country. Be aware of the traits, habits, norms, and values around you and discuss them, if they are confusing or unclear to you.