The Email Tango: Where 90% of Workplace Misunderstandings Start
February 20, 2024

It’s the typical situation that follows a holiday season. After the Christmas break, you return to the office (or your work-from-home desk, if that’s the case) to find an endless backlog of unread emails from coworkers who continued working during the break or after you left early; your boss, who has a to-do list of department demands for the upcoming year; and clients, business partners, and other key players who are waiting for your feedback, support or clarification.

Because you have so many emails to read and reply to, you’re likely doing it quickly so that you can get on to the important stuff- completing the tasks you had intended to undertake for the new year.

The issue is that, according to a study from the foreign language learning platform Preply, 90% of workers think that email is where miscommunication and misunderstandings in the office usually originate. It does sound right, doesn’t it?

Well, the study found that, in reality, email is the most common source of strained communication and anxiety at work, with voice messages accounting for 67% of miscommunications, phone calls for 71%, direct messaging for 79%, text messages for 80%, and email for an astounding 87%. The investigation into workplace communication preferences was carried out in November, with 1,030 American workers being surveyed.

The pitfalls of email communication

Lost in translation

You know that joke you thought was hilarious? Well, in an email, it might not land the same way. Without facial expressions and tone, your message can be misunderstood, leading to an overflow of errors.

That is why emails can be too impersonal. Certain things are best communicated verbally or by handwritten notes or letters, while other information is best given as written and typed messages.

The waiting game

In a world where time is gold, waiting for email responses can feel like watching paint dry. Tick-tock, frustration kicks in, and suddenly, you’ve got a misunderstanding brewing in the background. 

dealing with email misunderstandings in the workplace

This is especially true when certain messages might be ignored or not read, particularly if an overwhelming amount of emails are arriving and the network hasn’t set up an email alert system on the work PCs. 

You can’t ignore emails for very long. Emailing has the drawback of requiring ongoing upkeep. If you ignore it, you’ll receive an increasing number of messages until your inbox becomes unmanageable.

Reply all nightmares 

Oh, the notorious “Reply All” button–the office troublemaker! One innocent click, and suddenly you’ve unintentionally thrown a party, inviting the whole team. Next thing you know, awkward moments start rolling in, and your inbox starts overflowing like a waterfall of unexpected emails!

Words, words, and words

In the world of emails, it’s all about words, right? But let’s be real–words can be tricky. What’s as clear as day to you might be a head-scratcher for someone else. It’s like we’re all speaking different languages, and that’s a recipe for misunderstandings.

Email recipients may misunderstand the sender’s message because it excludes nonverbal signals. This is especially true when senders pass on communications without first carefully reading them.

Tips for smooth sailing

But even with all of these drawbacks, email remains the most popular way to communicate at work. One of the main goals for this year is the shift to hybrid-remote work, thus employees, especially managers and leaders, must get this crucial component of the workplace infrastructure right. The solution does not lie in holding meetings in person every day in the office. 

dealing with email misunderstandings in the workplace

So should we give up on emails completely? I doubt that would be any closer to a solution, so what can we do? 

Choose the right medium

Using email as little as possible when there are other efficient ways to communicate, such as speaking with a coworker in person, using instant messaging, or exchanging ideas on a project platform can prevent a lot of unwanted issues that could come up. 

Embrace video conferencing

In an era of remote work, video conferencing has emerged as a powerful tool. Seeing and hearing colleagues provides a much better understanding, reducing the chances of misinterpretation.

Set clear expectations

Clearly define the purpose and expectations of your emails. When colleagues understand the context and urgency, they are more likely to interpret messages accurately and respond promptly. It is also best to discourage employees from hitting “reply all” or sending pointless one-word emails like “OK” or “Thanks.” 

Provide training on email etiquette 

Employees should be encouraged to get rid of pointless emails and to organize their archives so they can save relevant communications for later.

Many misunderstandings arise due to a lack of email etiquette. Providing training on effective communication through emails can help employees navigate this medium more proficiently.

By incorporating these tips into your work email habits, you’ll play a vital role in cultivating a healthier work culture, boosting engagement, and minimizing delays and hiccups that might otherwise disrupt project completion.

Make these email communication skills your best bud in the new year, and they will allow you to effortlessly establish and sustain positive relationships with team members, managers, and stakeholders, no matter where they are. 

(Tashia Bernardus)

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