Yes, poor communication wreaks all kinds of havoc, from the workplace to the world stage. This page is dedicated to the topic of communication, specifically bad communication, and what goes wrong when it rears its ugly head.
911 communication goes horribly wrong; a 16-year-old boy dies
Cincinnati.com, other news reports, April 16, 2018
“… Smith was placed on administrative leave Thursday, after it was revealed she is the person who failed to tell the officers the make, model or color of the minivan Kyle Plush was trapped inside of, Cincinnati Police Chief Eliot Isaac said during Thursday’s press conference.” The teen died despite making two calls to 911 operators and providing information about his location and urgent need for help. The 911 operator said technical difficulties prevented her from hearing and, thus, reporting the necessary information.
Blaming new communication tools is pointless
TBS commentary, April 16, 2018
When lamenting the lack of strong writing skills, I often get the same response: “It’s texting and emailing; that’s why they’re so bad.” OK, I get the fact that we often use technologies that encourage quick and careless writing. But I believe that’s an effect, not a cause, of poor writing skills or habits and the argument, to me, seems circular. Communicating more clearly and correctly whenever possible should be the goal, particularly when you do have time to add context or rearrange the points of the message for greater clarity to the recipient(s).
I can’t be the only one who didn’t know…
Personal experience, April 12, 2018
I drove from Georgia to Florida two weeks ago. Thought about using some CapitalOne mileage credits for the flight, but I was picking up some large paintings and couldn’t take them on the plane. So, instead, I took those credits and applied them to my account as a PAYMENT. But, guess what? CapitalOne can’t walk and chew gum at the same time; it can’t count that PAYMENT toward my account as a PAYMENT because it can only count it as a “bonus.” So, I got charged a late fee. But, mind you — I didn’t get the cash back — CapitalOne did!
So, I was thinking… Companies probably get calls from customers all the time about such asinine policies that are hidden in 6-point type. I wonder why they don’t take, say, the top five complaints about such policies — and create a “What you need to know” list of the most important points from those legal pages. Make them clear and easy to read. Had I clicked on a document that stated, among five things I need to know about making that transaction, that it wouldn’t count as a “minimum payment due” toward the balance, then I might have saved those reward points for a later flight. Instead, I had to spend my time and theirs fighting that late fee (fortunately, I was successful in doing so).
It’s all about anticipating an argument and getting out in front of it with clear, upfront communication.
What policies do your customers least understand? How can you draw them out of the 6-point type and make them clear from the beginning of a transaction?
You’re shaming him to shop?
Personal experience, April 4, 2018
While joining a friend in looking at available cars for sale, we told one local dealership sales rep, who called to follow up on an online inquiry, that we simply wanted specific information about a certain car. We were just window shopping online, and we told him so. That was four days ago, on a Thursday; today is Tuesday.
This morning, another rep from the dealership called to say my friend had missed a scheduled time to come in this past Saturday to look at the car. Her tone was a tad reprimanding.
Really? That’s your communication style? Fake-shaming prospective customers as if they missed a never-made appointment is no way to win friends and sell anything.
The only thing worse (well, that I can think of now) is the non-profit who calls to speak to Ebenezer and when you say there is no Ebenezer at the residence, he or she assures you that you can help, and proceeds to launch into the pitch for a donation. I don’t envy charity development staffs but, again, false premises are no bases for trust.
Business writer Anne Kinsey gives her list of the areas where businesses suffer most from poor communication:
1. Workplace stress
2. Unmet expectations
3. Relational breakdowns
4. Low morale
5. Dissatisfied clients
6. The bottom line
7. Family stress
Dean Brenner, president and founder of The Latimer Group, cites five areas where poor communication runs the greatest costs on businesses:
1. Lack of focus
2. Failure of purpose
3. Lack of innovation
4. Drop in morale
5. Loss of credibility
This blog entry provides some impressive information, not the least of which is that a study from Siemens Enterprise Communications shows the cumulative cost per worker, per year due to productivity losses resulting from communication barriers is $26,041. The same study, shown here in slides, reports that a business with 100 employees spends an average downtime of 17 hours a week clarifying communications, which is an average annual cost of $528,443.