case study miscommunication at workplace

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1. WHAT IS TECHNICAL COMMUNICATION?

1.4 Case Study: The Cost of Poor Communication

No one knows exactly how much poor communication costs business, industry and government each year, but estimates suggest billions.  In fact, a recent estimate claims that the cost in the U.S. alone are close to $4 billion annually! [1] Poorly-worded or inefficient emails, careless reading or listening to instructions, documents that go unread due to poor design, hastily presenting inaccurate information, sloppy proofreading — all of these examples result in inevitable costs. The problem is that these costs aren’t usually included on the corporate balance sheet at the end of each year; if they are not properly or clearly defined, the problems remain unsolved.

You may have seen the Project Management Tree Cartoon before ( Figure 1.4.1 ); it has been used and adapted widely to illustrate the perils of poor communication during a project.

The waste caused by imprecisely worded regulations or instructions, confusing emails, long-winded memos, ambiguously written contracts, and other examples of poor communication is not as easily identified as the losses caused by a bridge collapse or a flood. But the losses are just as real—in reduced productivity, inefficiency, and lost business. In more personal terms, the losses are measured in wasted time, work, money, and ultimately, professional recognition. In extreme cases, losses can be measured in property damage, injuries, and even deaths.

The following “case studies” show how poor communications can have real world costs and consequences. For example, consider the “ Comma Quirk ” in the Rogers Contract that cost $2 million. [3]   A small error in spelling a company name cost £8.8 million. [4]   Examine Edward Tufte’s discussion of the failed PowerPoint presentation that attempted to prevent the Columbia Space Shuttle disaster. [5] The failure of project managers and engineers to communicate effectively resulted in the deadly Hyatt Regency walkway collapse. [6]   The case studies below offer a few more examples that might be less extreme, but much more common.

In small groups, examine each “case” and determine the following:

• Define the rhetorical situation : Who is communicating to whom about what, how, and why? What was the goal of the communication in each case?
• Identify the communication error (poor task or audience analysis? Use of inappropriate language or style? Poor organization or formatting of information? Other?)
• Explain what costs/losses were incurred by this problem.
• Identify possible solution s or strategies that would have prevented the problem, and what benefits would be derived from implementing solutions or preventing the problem.

Present your findings in a brief, informal presentation to the class.

Exercises adapted from T.M Georges’ Analytical Writing for Science and Technology. [7]

CASE 1: The promising chemist who buried his results

Bruce, a research chemist for a major petro-chemical company, wrote a dense report about some new compounds he had synthesized in the laboratory from oil-refining by-products. The bulk of the report consisted of tables listing their chemical and physical properties, diagrams of their molecular structure, chemical formulas and data from toxicity tests. Buried at the end of the report was a casual speculation that one of the compounds might be a particularly safe and effective insecticide.

Seven years later, the same oil company launched a major research program to find more effective but environmentally safe insecticides. After six months of research, someone uncovered Bruce’s report and his toxicity tests. A few hours of further testing confirmed that one of Bruce’s compounds was the safe, economical insecticide they had been looking for.

Bruce had since left the company, because he felt that the importance of his research was not being appreciated.

CASE 2: The rejected current regulator proposal

The Acme Electric Company worked day and night to develop a new current regulator designed to cut the electric power consumption in aluminum plants by 35%. They knew that, although the competition was fierce, their regulator could be produced more affordably, was more reliable, and worked more efficiently than the competitors’ products.

The owner, eager to capture the market, personally but somewhat hastily put together a 120-page proposal to the three major aluminum manufacturers, recommending that the new Acme regulators be installed at all company plants.

She devoted the first 87 pages of the proposal to the mathematical theory and engineering design behind his new regulator, and the next 32 to descriptions of the new assembly line she planned to set up to produce regulators quickly. Buried in an appendix were the test results that compared her regulator’s performance with present models, and a poorly drawn graph showed the potential cost savings over 3 years.

The proposals did not receive any response. Acme Electric didn’t get the contracts, despite having the best product. Six months later, the company filed for bankruptcy.

CASE 3: The instruction manual the scared customers away

As one of the first to enter the field of office automation, Sagatec Software, Inc. had built a reputation for designing high-quality and user-friendly database and accounting programs for business and industry. When they decided to enter the word-processing market, their engineers designed an effective, versatile, and powerful program that Sagatec felt sure would outperform any competitor.

To be sure that their new word-processing program was accurately documented, Sagatec asked the senior program designer to supervise writing the instruction manual. The result was a thorough, accurate and precise description of every detail of the program’s operation.

When Sagatec began marketing its new word processor, cries for help flooded in from office workers who were so confused by the massive manual that they couldn’t even find out how to get started. Then several business journals reviewed the program and judged it “too complicated” and “difficult to learn.” After an impressive start, sales of the new word processing program plummeted.

Sagatec eventually put out a new, clearly written training guide that led new users step by step through introductory exercises and told them how to find commands quickly. But the rewrite cost Sagatec $350,000, a year’s lead in the market, and its reputation for producing easy-to-use business software.

CASE 4: One garbled memo – 26 baffled phone calls

Joanne supervised 36 professionals in 6 city libraries. To cut the costs of unnecessary overtime, she issued this one-sentence memo to her staff:

After the 36 copies were sent out, Joanne’s office received 26 phone calls asking what the memo meant. What the 10 people who didn’t call about the memo thought is uncertain. It took a week to clarify the new policy.

CASE 5: Big science — Little rhetoric

The following excerpt is from Carl Sagan’s book, The Demon-Haunted World: Science as a Candle in the Dark, [8] itself both a plea for and an excellent example of clear scientific communication:

The Superconducting Supercollider (SSC) would have been the preeminent instrument on the planet for probing the fine structure of matter and the nature of the early Universe. Its price tag was $10 to $15 billion. It was cancelled by Congress in 1993 after about $2 billion had been spent — a worst of both worlds outcome. But this debate was not, I think, mainly about declining interest in the support of science. Few in Congress understood what modern high-energy accelerators are for. They are not for weapons. They have no practical applications. They are for something that is, worrisomely from the point of view of many, called “the theory of everything.” Explanations that involve entities called quarks, charm, flavor, color, etc., sound as if physicists are being cute. The whole thing has an aura, in the view of at least some Congresspeople I’ve talked to, of “nerds gone wild” — which I suppose is an uncharitable way of describing curiosity-based science. No one asked to pay for this had the foggiest idea of what a Higgs boson is. I’ve read some of the material intended to justify the SSC. At the very end, some of it wasn’t too bad, but there was nothing that really addressed what the project was about on a level accessible to bright but skeptical non-physicists. If physicists are asking for 10 or 15 billion dollars to build a machine that has no practical value, at the very least they should make an extremely serious effort, with dazzling graphics, metaphors, and capable use of the English language, to justify their proposal. More than financial mismanagement, budgetary constraints, and political incompetence, I think this is the key to the failure of the SSC.

CASE 6: The co-op student who mixed up genres

Chris was simultaneously enrolled in a university writing course and working as a co-op student at the Widget Manufacturing plant. As part of his co-op work experience, Chris shadowed his supervisor/mentor on a safety inspection of the plant, and was asked to write up the results of the inspection in a compliance memo . In the same week, Chris’s writing instructor assigned the class to write a narrative essay based on some personal experience. Chris, trying to be efficient, thought that the plant visit experience could provide the basis for his essay assignment as well.

He wrote the essay first, because he was used to writing essays and was pretty good at it. He had never even seen a compliance memo, much less written one, so was not as confident about that task. He began the essay like this:

On June 1, 2018, I conducted a safety audit of the Widget Manufacturing plant in New City. The purpose of the audit was to ensure that all processes and activities in the plant adhere to safety and handling rules and policies outlined in the Workplace Safety Handbook and relevant government regulations. I was escorted on a 3-hour tour of the facility by…

Chris finished the essay and submitted it to his writing instructor. He then revised the essay slightly, keeping the introduction the same, and submitted it to his co-op supervisor. He “aced” the essay, getting an A grade, but his supervisor told him that the report was unacceptable and would have to be rewritten – especially the beginning, which should have clearly indicated whether or not the plant was in compliance with safety regulations. Chris was aghast! He had never heard of putting the “conclusion” at the beginning . He missed the company softball game that Saturday so he could rewrite the report to the satisfaction of his supervisor.

• J. Bernoff, "Bad writing costs business billions," Daily Beast , Oct. 16, 2016 [Online]. Available:  https://www.thedailybeast.com/bad-writing-costs-businesses-billions?ref=scroll ↵
• J. Reiter, "The 'Project Cartoon' root cause," Medium, 2 July 2019. Available: https://medium.com/@thx2001r/the-project-cartoon-root-cause-5e82e404ec8a ↵
• G. Robertson, “Comma quirk irks Rogers,” Globe and Mail , Aug. 6, 2006 [Online]. Available: https://www.theglobeandmail.com/report-on-business/comma-quirk-irks-rogers/article1101686/ ↵
• “The £8.8m typo: How one mistake killed a family business,” (28 Jan. 2015). The Guardian [online]. Available: https://www.theguardian.com/law/shortcuts/2015/jan/28/typo-how-one-mistake-killed-a-family-business-taylor-and-sons ↵
• E. Tufte, The Cognitive Style of PowerPoint , 2001 [Online]. Available: https://www.inf.ed.ac.uk/teaching/courses/pi/2016_2017/phil/tufte-powerpoint.pdf ↵
• C. McFadden, "Understanding the tragic Hyatt Regency walkway collapse," Interesting Engineering , July 4, 2017 [Online]: https://interestingengineering.com/understanding-hyatt-regency-walkway-collapse ↵
• T.M. Goerges (1996), Analytical Writing for Science and Technology [Online], Available: https://www.scribd.com/document/96822930/Analytical-Writing ↵
• C. Sagan, The Demon-Haunted World: Science as a Candle in the Dark, New York, NY: Random House, 1995. ↵

Technical Writing Essentials Copyright © 2019 by Suzan Last is licensed under a Creative Commons Attribution 4.0 International License , except where otherwise noted.

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COMMUNICATION BARRIERS AT THE WORKPLACE: A CASE STUDY

• September 2020
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• Universiti Teknologi MARA

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Managing Organizational Change

Communication failure in the workplace: case study.

What happens when communication fails in the workplace?

What are the common problems in communication and what can we do to fix communication issues at work?

In this case study we will try to understand how things can go wrong and what should be done to avoid the catastrophic consequences of bad communication .

Let’s take a look at small projects that you have to work on daily. Projects or activities that somehow you were expecting would improve your job, increase efficiency, productivity or improve relationships.

In this post, I want to analyse what brings people to fail in communicating .

I want to analyse a real event happened in the company I work for when a new project had to be planned and executed to improve scheduling of the machining and tooling department.

Creation of a new project

Our Head of quality (that we will call Mr L.) suggested that the company needed to improve the planning and scheduling of the machining and tooling department.

All companies that have machine production do this, and we already had someone scheduling this department (Mr M.), but we needed someone that could do it much more in detail and ahead of time.

• Eventually, the supervisor of the machining department (Mr S.) was elected to be the best person for this job, so the CEO of the company decided that Mr M. had to train Mr S. and explain the method he followed for the planning.
• Mr M. is known to be someone that likes to work the way he wants to work! In other words, he is not known for being someone that listens to other people’s opinion, so Mr S. (much younger) had some difficulty getting information out of Mr M.
• This problem had been planned. In fact, before this project started there had been at least two separate meetings, one together with Mr M. in which the steps of the projects were planned and agreed upon, and one meeting without Mr M. where the relationship issue was discussed with the CEO.

Starting the project

Mr S. was not satisfied with the training received by Mr M. and more than once explained that he could not start scheduling the machines if he had not received more information from Mr M.

After he explained this simple point to the CEO, he almost lost his job and was told that “there are other people out there that can do your job!”.

Mr S. almost left the company, but eventually decided to continue and asked help to other members of the company and understood that there were important elements missing.

He had very poor tools that could not help him understand what had to be scheduled, there was no method and the MRP (Material Requirement Planning) was missing most BOMs.

Without this basic information there was no way that he could receive the correct data from the MRP and start planning.

Where is the communication issue?

Mr. M. was cut out without notice.

The first and maybe the most important mistake was performed by the CEO. He did not understand why there was a need to increase efficiency in the planning and did not communicate properly this need to Mr M. which had been doing it for over 10 years.

How to communicate with Mr M?

The communication issue with Mr M. was not sufficiently taken into consideration by the CEO nor by the head of quality. Given the younger age of Mr S. it was given for granted that there would have been communication differences between the two, but clearly, this cannot be a reason for not facilitating communication.

Age difference in today’s companies is a very important topic that has been studied for decades and needs to be understood deeply by HR managers, CEO’s and middle management in organizations.

What should have been done?

First, the communication problem with Mr M. should have risen at the beginning , in the very first meeting, and should have been faced directly explaining what everyone expected from him .

Second, there had to be a better role definition and goal setting . Who does what and when!

If everyone had a clear idea of the steps required before Mr S. could take ownership of his new task, probably they would have learned from the very beginning that there were important information missing.

They would have saved a lot of time and probably Mr S. wouldn’t have almost lost his job for no reason.

What everyone did was concentrate on the relationship with Mr M. and believed that the project could not continue because of him and not because of the lack of tools to properly schedule the machines.

How did things go?

It ended with Mr S. losing almost 3 months without planning.

The company lost a lot of time and money on something that would have taken a few days to figure out.

Mr M. and Mr S. did not improve their communication skills.

The head of quality stopped following the project and did not facilitate the cooperation between the two.

Communication continued to fail and other projects did not meet the results expected.

The CEO believed that Mr S. was not right for the job and probably never changed idea.

Production efficiency decreased.

All of these “catastrophic” consequences were caused by a simple communication issue.

Common communication issues

These are some common communication difficulties :

• Not explaining goals and priorities properly
• Not asking questions
• Preconceived ideas
• Not understand the actual problem and where the project is aiming to
• Jumping to conclusions
• Not exploring alternatives

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How miscommunication and a simple mistake led to a toxic accident.

Scott Hensley

The Centers for Disease Control and Prevention says the accidental release of chlorine gas at a Tyson Food plant could have been prevented with better communication. April L Brown/AP hide caption

The Centers for Disease Control and Prevention says the accidental release of chlorine gas at a Tyson Food plant could have been prevented with better communication.

A year and a half ago, a mix-up at a Tyson Foods chicken processing plant landed more than 150 workers in the hospital. Five required intensive care.

The problem: Somebody poured a solution of sodium hypochlorite (think industrial strength bleach) into a 55-gallon drum that had contained an antimicrobial solution identified as FreshFx .

That stuff was acidic, according to investigators. Mix bleach and acid, and you can make a lot of chlorine gas in a hurry.

At the Tyson plant in Springdale, Ark., that toxic gas spread quickly. About 600 people working there were evacuated.

Four months later, 116 workers had asthma symptoms related to the release. More than 100 had symptoms of posttraumatic stress disorder.

At six months, three people showed symptoms of a type of severe asthma caused by exposure to irritating chemicals.

"This chlorine release and its resultant health effects were preventable," the Centers for Disease Control and Prevention concludes in a report published Thursday in the Morbidity and Mortality Weekly Report .

An investigation by CDC's National Institute for Occupational Safety and Health found that the root cause of the problem was a failure to communicate. The worker who mixed the chemicals by mistake "had limited English skills, and was unable to read the label on the drum that had been inadvertently left in the wrong place," the report concluded.

Tyson spokesman Gary Mickelson disputed these conclusions in an email to Shots:

The NIOSH study incorrectly identifies the employee who accidentally mixed the chemicals as being Spanish-speaking. The worker responsible is not Hispanic and his primary language is English. In addition, this employee had previously received hazardous chemical training.

CDC stood by the reports. The published material "is accurate," spokeswoman Christina Spring said in an email to Shots.

A separate report from NIOSH, also cited labels only in English combined with a lack of English literacy at the plant as broader safety issues. Most employees at the plant spoke Spanish or Marshallese (the language of the Marshall Islands) rather than English as a first language.

"While there's no question this was an unfortunate incident, we acted responsibly in addressing it," Tyson's Mickelson said. The CDC report doesn't reflect the changes Tyson has made to prevent problems like this from happening again, he said.

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"Was That My Misunderstanding?": Managing Miscommunication and Problematic Talk at Work

Where workplace communication is ineffective or problematic there will often be negative outcomes for individuals, teams or organisations as a whole. This thesis examines these issues using data from a variety of New Zealand workplaces, including most importantly an in depth case study of problematic communication in a multicultural factory team. The thesis provides an illustrative analysis of the communication issues that typically arise in these workplaces and the discursive strategies used to manage miscommunication and problematic talk, as well as exploring some of the analytic and theoretical issues which emerge when we attempt to identify instances of miscommunication and diagnose how they came about. The practical implications for workplaces are also discussed. After evaluating previous approaches, the author proposes a comprehensive working model for analysing miscommunication or problematic discourse in workplace interaction which is based on a flexible multi-layered theoretical and methodological framework. The analytic approach taken is to apply the tools of sociolinguistic discourse analysis to data from actual interactions along with associated ethnographic information, in conjunction with a critical analysis of organisational communication practices and processes as seen from a community of practice perspective. A multi-dimensional intertextual approach such as this allows analysis of miscommunication and problematic talk at a number of different levels in order to relate what is happening sequentially and 'on-line' during particular interactions or sequences of interaction to factors such as social identity, group membership, team culture and other aspects of the wider communicative and socio-cultural context.

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9 causes of miscommunication (and how to fix them)

By Randi Sherman

Effective communication is the heart and soul of successful collaboration, yet it’s a skill that many people still struggle to master. In today’s fast-paced business landscape, even the most minor miscommunication can result in a massive setback for any team. 

A recent study revealed communication barriers cost businesses an average of $62.4 million annually. Managers and HR leaders need to understand the nine common causes of miscommunication and how to address them to maximize productivity and encourage team collaboration, even in remote or hybrid working environments.

Today, we’ll look at the most common causes of miscommunication in the workplace and discuss solutions to help you mitigate risk and reverse the trend. 

Nine causes of workplace communication failure

Miscommunication happens more frequently today, notably with the growing trend towards remote work. Digital communication methods don’t always allow for genuine human connection , so visual cues are often missed. The bottom line is that it’s easy to be misunderstood, and some may not realize how their everyday behavior feeds into the problem. 

Lack of clarity in message

Poor clarity plagues many digital messages and can arise in various ways. Here are just a couple:

• Ambiguous language and vague statements . Using language that is unclear or vague can be easily misunderstood. 

Solution : choose your words carefully to ensure they convey your intended meaning. Be clear and concise, and proof your messages before sending them for clarity, proper spelling, and punctuation. A misplaced comma can instantly and unintentionally change the meaning of a sentence!

• Misinterpretation of non-verbal cues . In face-to-face meetings, nonverbal cues like body language and facial expressions help people understand sentiment. Misreading or not receiving these cues at all can result in mixed signals, frustration, and even anger. 

Solution : be mindful of your nonverbal communication. When communicating in a virtual environment , say what you mean, and don’t expect others to pick up on your emotions. Avoid making assumptions about others’ intent. If you need clarification, speak up, be kind, and realize that you might not understand the whole picture.

Assumptions and stereotypes

Making assumptions, stereotyping, and bias (intentional or unintentional) often leads to misunderstandings and false expectations.

• Preconceived Notions . We may misinterpret the message or the messenger’s intent when we allow bias to infiltrate our communication.

Solution : do not allow bias or personal opinion to impact communication negatively. Be empathetic, view your colleagues as equals, and treat them as you would like to be treated yourself. 

• Cultural Differences . Cultural differences and language barriers can impact the meaning of words and phrases.

Solution : Be aware of cultural differences and consider them during communication. Be helpful. If someone struggles to be understood, take the extra time to support them in getting their point across. 

Bring your people together

Noise and distractions.

Physical noise and mental distractions are common causes of miscommunication. Some noise is avoidable, but sometimes it may be related to connection quality. Control what you can and be respectful of others’ situations. 

• Physical Noise . Background noise can make hearing or concentrating on the conversation or meeting difficult. 

Solution : eliminate or reduce physical distractions during critical communications by closing a door, asking your children or pets to play somewhere else, or going to a location where you know you won’t be disturbed. If the noise is coming from another party, mention it so they can do what they can to reduce it. 

• Mental Distractions. When distracted by other thoughts or concerns, we can miss important information and might not get the data we need to move forward. 

Solution: be fully present and engaged during communication. Show up ready to pay attention and reduce outside distractions if possible. Getting enough sleep, eating a healthy diet, hydrating, and exercising are all excellent ways to keep your brain in top condition. 

Emotional factors

Emotional barriers can affect productivity and sometimes cause us to misinterpret what others say. 

• Emotional Barriers Hinder Effective Communication. Fear, anxiety, anger, depression, or other emotions can disrupt effective communication by creating a defensive or hostile environment. 

Solution: It’s essential to manage your emotions when communicating with your colleagues and address any emotional reactions that arise. Granted, some emotional barriers arise from situations outside of work, but we must do our best to ground ourselves and shake it off before we enter the work environment. Practicing mindfulness or yoga each day helps to center our energy, at least briefly. 

• Practice Emotional Intelligence . Cultivating emotional intelligence solves many workplace communication barriers by allowing us to recognize and manage our emotions and those of others. Building emotional intelligence leads to better communication skills and stronger relationships with coworkers.

Lack of active listening

Active listening is crucial to effective communication, as in its absence, miscommunication is often the result.

• The consequences of inattentiveness . Inattentiveness, multitasking, or simply not being present during meetings can lead to missed opportunities and impact productivity. 

Solution : Practice active listening—the act of listening first before you speak. Doing so ensures you are present and can absorb the message without making assumptions. Practicing techniques like paraphrasing and asking questions when you need clarity will help you become a better listener and communicator.

Different communication styles

Not everyone thinks like you do. Thus, a communication style that differs from yours can lead to misunderstandings.

• Direct vs. indirect communication . Some people communicate deliberately and concisely, while others use more indirect language. When these styles clash, it’s easy to be misunderstood. 

Solution : Always strive to respect and adapt to alternate communication styles to ensure the message is crystal clear.

• Verbal vs. non-verbal communication preferences . As with direct/indirect communication styles, misunderstandings can arise when preferences are misaligned. 

Solution : discuss and adapt to verbal and non-verbal preferences on an individual basis. Practice emotional intelligence and be alert to subtle responses in others’ demeanor.

Technology and media limitations

Technology is convenient and essential in our remote work world, but its limitations can create communication challenges. 

• Technology challenges . Emails, text messages, and conference calls are often less effective than face-to-face communication in picking up on non-verbal cues and sentiments. 

Solution : recognize the limitations of digital channels and don’t limit yourself to a single method.

• Over-reliance on digital communication . Using only digital communication methods can lead to reduced personal interaction, which is essential for building trust. 

Solution : balance digital communication with in-person interactions to maintain personal connection. 

Lack of feedback and clarification

Two-way feedback is critical as it lets employees and managers know what they are doing well and how to improve. 

• The importance of seeking feedback . Feedback ensures that messages and tasks are understood. Lack of feedback leaves people in the dark, and they may not do their best work. 

Solution : Asking questions and providing feedback strengthens trust between team members and leadership and helps keep everyone aligned with the goals. 

Strategies for effective feedback and clarification

Providing effective feedback requires a willingness to receive feedback and an openness to hearing different viewpoints. Strategies like the SBI Model (Situation, Behavior, Impact) can help establish consistency and promote a feedback culture .

Final thoughts 

Miscommunication is a costly problem for companies and can be incredibly detrimental to internal culture. If these issues exist in your company, it’s up to management and leadership to shape the change you want to see and support employee success . 

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Miscommunication in the Workplace: Causes, Effects, and How to Solve It

As many prolific entrepreneurs and professionals have highlighted, constructive workplace communication is the foundation of any company’s success and growth.

However, implementing effective communication processes raises many challenges for companies, given our often volatile work environment dominated by tool-mediated interactions. Moreover, data has emphasized exactly this.

According to the latest remote work statistics , 16% of people said that it was difficult to collaborate with team members while working remotely .

Hence, the need for optimized communication procedures is paramount. If they are lacking miscommunication and potential conflicts arise, which can seriously damage a company.

Reading further, you’ll discover the most common causes and effects of workplace miscommunication, alongside some helpful tips to solve it in the long run.

Let’s jump in!

1. What does miscommunication in the workplace look like?

Miscommunication happens when there are discrepancies between what is said and what is understood during a dialogue.

Effective communication is essential at work as it not only generates stronger interpersonal relationships but also impacts the business’s overall productivity . From avoiding missed deadlines, project mess ups and wasted resources, to increasing team cohesion, effective communication is the cornerstone of every productive team .

At work, ineffective communication can occur for many reasons. Most often, miscommunication in the workplace is caused by:

• Emotional barriers;
• Perceptual barriers;
• Interpersonal barriers;
• Cultural barriers ;

Besides these, technological glitches may also be a contributing factor given the growing popularity of remote work.

2. Most common causes of miscommunication in the workplace

Given the volatility of the modern work environment – between brainstorming sessions, client calls, and interdepartmental meetings , it’s hard to avoid miscommunication completely.

Truth be told, eradicating miscommunication within the workplace entirely is almost impossible. However, identifying its most common causes is a step in the right direction towards reducing miscommunication and increasing work productivity.

Once the most common causes of miscommunication in the workplace are understood, it is easier to circumvent them. Thus preventing the same miscommunication event from happening again and nipping the problem in the bud.

To help you overcome miscommunication in the workplace, below, you’ll find a list of the most common causes of ineffective workplace communication.

• Lack of employee engagement

Disengaged employees are not only likely to produce plenty of opportunities for miscommunication but are also a significant threat to company productivity overall.

Needless to say, employees’ level of engagement within the workplace is closely related to the work culture. This is greatly influenced by whether or not managers foster open communication and develop effective communication plans and procedures.

Besides financial security and reward, employees also need emotional care.

To become highly engaged and productive within the workplace, they need to feel heard, valued, and that their work matters.

Adopting upward communication procedures, like having an open door policy and encouraging open discussions, can further reduce miscommunication.

• Unclear objectives

Setting clear and realistic objectives is one of the engines that keeps a business on the right track towards growth and prosperity.

To become productive and successful, a company should not only establish larger business objectives (like reaching X employees or divisions by the end of Y year). Goals are equally needed for smaller projects.

When managers do not communicate particular goals for specific projects with their teams, they risk having employees underperform. Where there’s unproductivity, usually there is also financial trouble.

Thus, miscommunication in the workplace and not setting clear objectives can lead to serious money down the drain.

Therefore, initiating open discussions about every team member’s tasks, deadlines, and expected results is a great way for a new project to begin on the right foot.

Constant updates, check-ins, and mention of any possible changes are also likely to generate more productivity within the workplace.

• Limited or a complete lack of feedback

Feedback is the number one element that leads to professional growth, improved work, and successful projects.

Often – because of lack of time or unwillingness to keep in touch with teams, managers can overlook the importance of regular feedback.

Feedback can be the catalyst for growth, when given constructive criticism employees have the opportunity to refine their work. Feedback is extremely valuable, as without it how can any of us know if we are not delivering the results desired from us?

In modern businesses, a lack of honest feedback is a common cause of miscommunication which can manifest in poor quality projects and an overall negative company image.

• Weak non-verbal and interpersonal communication skills

Thanks to a distinct set of skills – like empathy or outgoingness – clear communication comes naturally to some people. These are the so-called “born communicators” – people to whom adapting their communication to different individuals and circumstances is effortless.

However, while not everyone is born a natural communicator, interpersonal communication skills can be improved in several ways. For example, emotion or body language management seminars, and public speaking classes usually are a great place to start.

Employees’ weak non-verbal and interpersonal communication skills are one of the most common causes of miscommunication in the workplace.

From rushed written emails to misleading non-verbal or paraverbal hints offered during a call, miscommunication has plenty of doors to slip through and wreak havoc. These can lead to missed deadlines, incomplete tasks, and co-worker tension.

Cumulatively, all of these factors can cause severe unproductivity and monetary loss.

To overcome work miscommunication stemming from weak non-verbal and interpersonal skills, there’s a two-level action plan required:

• putting a strong emphasis on communication skills during the recruitment process
• organizing regular workshops and seminars aiming to foster collaboration and improve interpersonal communication competence
• Poor leadership

Regardless of the field, success starts from the bottom. This means that for a company to be a well-oiled machine, it has to invest in optimizing internal procedures – starting with communication.

Therefore, how managers communicate, handle their team’s projects, and encourage collaboration is vital for a business.

To ensure everything runs smoothly within a company, that all projects are on the right track, and deadlines are met, managers have to promote open communication. Moreover, they should regularly check in, define tasks when starting – and during a project, and also discuss employee expectations clearly and openly.

All in all, poor leadership can lead to confusion and employee frustration. In the end, this will only set the scene for miscommunication and unproductivity to thrive.

3. Effects of miscommunication in the workplace

While effective communication is the centerpiece of any prosperous company, its lack – as mentioned – generates unproductivity through a series of miscommunication effects.

Below you’ll find examples of workplace miscommunication, which can be both causes and effects of employee unproductivity.

• Poor team cohesion and collaboration

Since there is no collaboration without communication, effective communication plays a crucial part in helping team members bond and foster team cohesion.

As many professionals have highlighted through various communication quotes , effective communication is the cornerstone of every outstanding project.

“When communication is clear and effective, it can help build strong relationships, inspire trust and cooperation, and contribute to a more productive work environment.” – Fanny Surjana , CEO of Quenchlist

“Communication is one of the building blocks of a business. Effective communication is required in every aspect of your business: from working with your workers to closing a deal with your customers.” – Joshua Rich , Business Owner at Bullseye Locations

“Communication is essential in any business situation, especially when trying to build a strong relationship. When you have open communication with your employees and partners, you minimize the chances of miscommunication.” – Kristina Kovtun , CEO & Founder of Better Proposals

• Workplace conflicts

Poor communication is a vicious circle.

While miscommunication leads to wrong assumptions, these can also generate intense workplace conflicts that alter work productivity.

Workplace conflicts usually arise from miscommunication at one or more levels – depending on the barriers which have already been mentioned – that stand in the way of effective communication.

• Low employee morale and attention

Having disinterested and unfocused employees is a liability for any company.

Often caused by poor leadership, when miscommunication rears its ugly head and causes low employee morale, it prevents workers from reaching their targets.

4. Tips on how to avoid miscommunication in the workplace

As we pointed out earlier, identifying the causes of miscommunication in the workplace is the first step towards fixing it. The next step is taking action.

To help you secure your process of overcoming miscommunication, once the primary causes have been discovered, here are some valuable tips.

For your company to increase its productivity and avoid miscommunication in the workplace, you should start with:

• being clear and concise
• don’t make assumptions
• discussing expectations
• practicing active listening

Final thoughts

Miscommunication is a serious issue that all companies looking to flourish would be wise to thoughtfully address.

To overcome miscommunication – companies experiencing poor communication should start by planning an in-depth and actionable internal communication plan .

A well-thought through internal communication system can work wonders and help a company reach the highest peaks it aspires to.

To be effective, it should cover every facet of internal communication and be specifically targeted to each company’s profile.

Nikola Baldikov is a Head of Marketing at Brosix, specializing in SaaS marketing, SEO, and outreach strategies. Besides his passion for digital marketing, he is an avid football fan and loves to dance. Connect with him on LinkedIn or follow him on Twitter at @baldikovn.

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Communication breakdown in the workplace: How to resolve?

Communication is the lifeblood of any thriving organization. It’s the thread that weaves together ideas, collaboration, and productivity. Yet, despite its undeniable significance, communication breakdown can occur, leading to conflicts and decreased efficiency.

In today’s fast-paced and interconnected world, where communication channels have multiplied and technology constantly evolves, the potential for breakdowns has become even more pronounced. Whether it’s misinterpretation of messages, lack of active listening, or cultural and language barriers, these obstacles can impede progress and hinder relationships within teams and across departments.

However, the good news is that the breakdown of communication can be addressed and repaired. By understanding the root causes , implementing effective strategies, and nurturing a culture of open and respectful dialogue, organizations can restore clarity, foster strong connections, and unlock the full potential of their teams.

In this blog, we will delve into the intricacies of communication breakdown, exploring its impact on workplaces and providing practical insights to overcome these challenges. We will uncover the common pitfalls, examine real-world case studies, and offer actionable tips and techniques to facilitate effective communication in a variety of settings.

We hope this blog helps your company bridge the gaps in communication, strengthen relationships, improve collaboration, and empower individuals to express their ideas with clarity and confidence.

Topics Covered

Communication breakdown meaning:

Breakdown of communication refers to a situation where there is a failure or interruption in the exchange of information, resulting in a lack of understanding, misinterpretation, or complete breakdown of communication between individuals or within a group. It occurs when the intended message is not effectively conveyed or received, leading to confusion, conflicts, or inefficiencies.

Here are a few communication breakdown examples:

1. misunderstanding due to unclear instructions:.

Imagine a manager assigning a task to an employee, but failing to provide clear and detailed instructions. As a result, the employee may misinterpret the requirements, leading to a different outcome than expected. The lack of clarity in communication causes confusion and can potentially delay or compromise the project. This is one of the most common communication breakdown examples.

2. Nonverbal cues and body language:

Communication is not solely reliant on words. Nonverbal cues such as facial expressions, gestures, and tone of voice play a significant role. For instance, if a team member is presenting an idea with enthusiasm and gestures that indicate excitement, but their colleagues misinterpret their gestures as arrogance, it can lead to breakdown of communication and increased misunderstanding.

3. Language barriers:

In multicultural companies, language differences can lead to communication breakdowns. For instance, if a team member whose first language is not English, receives an email with complex jargon, they might struggle to understand the message and may be hesitant to seek clarification. Thus, leading to confusion and potential errors.

4. Lack of feedback and active listening:

Effective communication involves active listening and providing timely feedback . If a team member fails to actively listen during a meeting or discussion, they may miss critical information or fail to understand the speaker’s perspective. This can lead to breakdown of communication further resulting in a lack of alignment with the team’s mission.

5. Communication overload and information overload:

In today’s fast-paced work environment, where multiple messages, emails, and notifications are constantly bombarding individuals, important information can get lost or overlooked. In such cases, people may not effectively process and prioritize messages leading to another form of breakdown of communication. This results in missed deadlines, incomplete tasks, or even workplace conflicts.

How to reverse the negative impact of breakdown of communication?

It is important to address and mitigate communication breakdowns by fostering a culture of open communication, active listening, and clarifying expectations. By promoting clear communication, encouraging feedback, and recognizing the importance of nonverbal cues and language diversity, organizations can minimize the occurrence of breakdown of communication and enhance collaboration and productivity.

Understanding the causes of communication breakdown

Effective communication is critical for the success of any organization. However, breakdowns of communication can occur, leading to misunderstandings, mistakes, and even conflicts. Before we can begin to solve the problem, it is important to understand what causes communication breakdown .

Following are some of the primary factors :

Lack of clarity in messages

One of the most common causes of communication breakdown is a lack of clarity in messages . Misunderstandings occur when messages are not clear and concise. Communication breakdown happens when the sender fails to communicate the correct message.

This can happen due to various reasons.

• Using heavy words that the listener does not understand
• Not providing enough context when speaking or presenting
• Not communicating clearly or concisely

For example, imagine a manager sending an email to their team, asking them to complete a project by the end of the week. However, the email is not clear about the specific tasks that need to be done. Also, it neither specifies the deadline, nor the expected outcome. That’s again a breakdown of communication. As a result, team members may end up working on different tasks, missing the deadline completely, or producing inferior work.

Cultural differences

In today’s globalized world, many organizations work in a multicultural environment . While this brings many benefits, it also results in communication breakdown due to differences in language, traditions, and expectations. What might seem clear to one person may not be the same for another. For example, in some cultures, it is impolite to say “no” directly. So people use vague language or avoid answering directly. This can lead to misunderstandings and confusion.

Moreover, cultural differences can also affect non-verbal communication, such as body language and facial expressions. For example, in some cultures, maintaining eye contact is a sign of respect and attentiveness. While in others, it can be seen as confrontational or disrespectful.

Ineffective communication channels

Using poor communication channels can make it difficult to send and receive messages, resulting in breakdown of communication. These channels include emails, messaging apps, and other mediums that are not tailored to the needs of the organization and its employees.

For example , if you rely solely on email for communication, important messages may get lost in overflowing inboxes. Similarly, if you use a messaging app that is not user-friendly, employees may struggle to communicate effectively.

It is important for organizations to evaluate their communication channels regularly and ensure that they are efficient, effective, and user-friendly. This can involve using different channels for different types of messages. And providing training on how to use the channels effectively, and encouraging feedback from employees.

Emotional barriers

Emotions can play a significant role in communication breakdown. When employees are stressed or otherwise affected by their surroundings, they may struggle to form coherent thoughts and communicate clearly. For example, if an employee is going through a personal crisis, they may find it difficult to focus on work-related tasks. They may also not communicate effectively with their colleagues.

Moreover, emotions can also affect how messages are received and interpreted. For example, if a manager provides constructive feedback, but the employee feels offended, the feedback may get lost totally. Similarly, if an employee receives a message that triggers a negative emotional response, they may be unable to respond positively.

To avoid a breakdown of communication, organizations can address emotional barriers by providing support and resources to employees who are going through any challenge. This can involve offering counseling services, flexible work arrangements, or simply creating a supportive work environment. Additionally, organizations can provide training on emotional intelligence and effective communication to help employees manage their emotions and communicate effectively.

Identifying signs of communication breakdown

Communication is an essential aspect of any workplace, and when it breaks down, it can lead to several problems. There are several signs which show there is a breakdown of communication. The following are some of the most common ones:

Increased conflicts and misunderstandings

Conflicts in the workplace are often caused by a lack of understanding and communication, which leads to misunderstandings. For instance, if an employee is not instructed clearly, they may end up messing up the task. This can lead to conflicts with peers or superiors. It is therefore essential to ensure that communication is clear and concise to avoid such misunderstandings.

Low employee morale

Communication breakdown can result in low morale, leading to employees feeling undervalued , misunderstood, and unsupported. When employees feel unheard or that their opinions don’t matter, they may become disengaged and lose motivation to work. Employers can avoid this by encouraging open communication and creating a workplace culture that values employee feedback.

Reduced productivity

When communication is poor, it can lead to delays, lower quality of work, and missed deadlines, reducing overall productivity . Unclear instructions can lead to wasted time and task delays as employees struggle to understand expectations. Employers can improve productivity by ensuring that communication is clear, timely, and relevant.

High employee turnover

Communication breakdown leads to employees feeling unheard, undervalued, and seeking opportunities elsewhere. Employers can reduce turnover by valuing and supporting employees.

Communication Breakdown Case Studies

These case studies are valuable tools that will help you understand real-world examples with practical insights into various situations. Through these scenarios, our aim is to offer valuable insights, promote analytical thinking, and contribute to your and your organization’s professional development and growth.

Case Study 1: Email Misinterpretation

In a multinational company, a project team based in different countries was working on a critical client proposal. The team leader, located in the head office, sent an email to the team members asking for specific data to be included in the proposal. However, due to language and cultural differences, one team member misinterpreted the email and provided incorrect information. This led to a breakdown in communication, as the team leader discovered the error only after the proposal was submitted. The misinterpretation caused frustration, delays, and a loss of credibility with the client.

Lessons learned:

In cross-cultural communication, it is essential to use clear and concise language, provide context, and encourage open dialogue to ensure shared understanding. Regular check-ins, clarifications, and double-checking of critical information can help prevent misinterpretations and minimize communication breakdowns.

Case Study 2: Lack of Feedback and Collaboration

In a software development team, a project manager assigned tasks to individual developers without seeking their input or involving them in the decision-making process. As a result, developers felt disconnected, and undervalued, and their expertise was underutilized. The lack of feedback and collaboration created a communication breakdown, leading to low morale, decreased productivity, and a decrease in the quality of the final product.

Effective communication involves active engagement, listening to different perspectives, and fostering a collaborative environment. Involving team members in decision-making, soliciting feedback, and recognizing their expertise can enhance communication, improve morale, and foster a sense of ownership and commitment to the project.

Case Study 3: Ineffective Meeting Communication

In a marketing agency, regular team meetings were conducted to discuss project updates, brainstorm ideas, and allocate tasks. However, these meetings often lacked structure and clear communication guidelines. As a result, discussions were scattered, important points were missed, and decisions were not clearly documented. This led to confusion, duplication of work, and a lack of accountability among team members.

Lessons learned: Effective meeting communication requires setting clear objectives, establishing an agenda, and providing sufficient time for discussion and decision-making. Encouraging active participation, summarizing key points, and assigning action items can ensure that everyone is on the same page, leading to better collaboration, improved productivity, and reduced communication breakdowns.

Strategies for reducing breakdown of communication

Effective communication is crucial for the success of any organization. It helps to minimize misunderstandings and promotes collaboration and productivity. Improving communication breakdown involves creating an environment that is conducive to meaningful dialogue.

The following strategies can help:

Establishing clear communication guidelines

Creating clear communication guidelines is an essential step in improving communication in an organization . These guidelines should clearly define communication expectations, including the tone, language, formality, and methods used. It sets the required standards for all employees and helps to minimize potential misunderstandings. Clear guidelines also ensure that everyone is on the same page, and communication is consistent throughout the organization.

For instance, if you prefer formal communication, advise your employees to use formal language when communicating professionally. Also specify in your communication guidelines, the preferred method of communication, whether it’s email, phone, or face-to-face meetings.

Encouraging open dialogue and feedback

Open dialogue and feedback are effective for improving communication. An open-door policy fosters transparency and trust. Employees should share ideas, suggestions, and concerns without judgment, creating a culture of openness.

Regular feedback sessions allow employees to express opinions and concerns. You can conduct these formal or informal sessions, collect valuable feedback, and address them appropriately.

Implementing effective communication tools

Another effective strategy for improving communication in an organization is to implement effective communication tools. Organizations should provide tools like project management software and instant messaging platforms that support clear communication. Utilizing these tools reduces errors, and misunderstandings, and increases productivity.

For instance, project management software can help teams collaborate on projects and track progress in real time. This reduces the need for lengthy email threads. You can select these tools based on your organization’s specific needs. Just remember to keep them user-friendly and accessible to all employees.

Providing communication training

Regular communication training is an essential step in improving communication in an organization. It helps employees develop effective communication skills tailored to their roles. The training includes techniques for active listening, empathy, and clear messaging.

For instance, you can train client-facing employees in active listening and empathy. And you may train other internal employees in giving and receiving feedback. You must conduct this training regularly to ensure your employees are up to date with the latest communication techniques.

Using an app for employee communication

Using an app for employee communication can bring several benefits to an organization. Here’s how it helps:

• An employee communication app enables instant and real-time communication among team members.
• Employees can share files, exchange ideas, provide feedback, and work together on documents in a centralized and easily accessible platform.
• Mobile connectivity of an app helps employees stay connected and informed even when they are on the go or working remotely.
• Serves as a centralized hub for important information, announcements, updates, and company news. It reduces the chances of miscommunication or missed messages.
• Promotes employee engagement through discussion forums, surveys, polls, and social networking elements.
• Offers analytics to track metrics like engagement rates, message open rates, and employee feedback. This verifies communication effectiveness and helps your managers make data-driven improvements.
• Provide a secure platform for confidential conversations and sensitive information sharing. Encryption, user authentication, and data protection measures are standard implementations in HubEngage. These ensure the privacy and integrity of your internal communications.

Conclusion: Open Communication is Critical to Productivity

Communication breakdowns can lead to ineffective work processes, misunderstandings, and low employee morale. It hinders productivity, creates conflicts, and erodes trust. By understanding the causes and implementing corresponding strategies, employers can create an environment of clear and open communication.

Clear and open communication fosters collaboration, minimizes errors and strengthens relationships among team members. Addressing communication breakdowns can lead to improved productivity, better decision-making, and a positive work environment. By actively listening, seeking clarification, and promoting open dialogue, organizations can mitigate the impact of communication breakdowns and unlock the full potential of their teams. Remember, effective communication is not a one-time effort but an ongoing practice that requires attention and investment. Embracing the importance of communication and continuously refining communication skills will yield significant benefits in the workplace.

Click here to know more on how to foster clear and effective communication and build strong and thriving teams in your organization.

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More From Forbes

Five sources of miscommunication in the workplace and how to mitigate them.

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CEO, IMPAQ Corp. Execution and transformation expert. Best-selling author. Newest book: " B State ".

Effective communication is important in any relationship, especially in the workplace where customers and employees depend on it to be successful. When there is a breakdown between individuals, we most often assume that communication is at least part of the root cause solution. 

Style inventories, team-building activity programs and communication workshops are commonly used for improving communication. While these are important tools, they aren’t enough to effectively move the needle for ensuring clear and effective communication. Why? Because, they are generally dealing with the symptoms of communication, not the real sources of miscommunication.

There are five sources of interpersonal conflict that I see with organizations over and over again:

1. Unresolved Issues Within The Individual

Everyone has unresolved issues within themselves. This simply means that we’re seeing the world through distorted perception based on our history, our expectations, our emotional trigger points, how we see ourselves, our fears, our need to be “right,” and any other unresolved ego-oriented issues that diminish emotional intelligence.

This isn’t bad; it’s human. It’s just something to be aware of and take responsibility for when we communicate. For example, I observed a manager asking questions to better understand the thought process of her direct report. However, her direct report immediately became defensive, thinking that the manager was using questions to blame and criticize them. You can see how easy it is for misunderstanding to arise, especially if no one is aware of the psychological dynamic at play.

The more we can understand ourselves and what triggers our reactivity, the more we can be aware of and observe ourselves when communicating to make adjustments in our approach or apologize when we don’t catch our reaction in the moment. That same awareness also helps us to be more understanding, compassionate and forgiving when others are triggered to prevent escalation of reactive communication.

2. Environmental Pressures

Environment pressures include things like noise, distractions, stress, interruptions or even being hungry or running on little sleep. These kinds of environmental pressures can easily result in preventing us from being able to attend to or listen to another individual, especially when people are trying to multitask while communicating.

When making a request or wanting to talk about something important, check in with yourself and the other person before you get started to make sure you’re both available for the conversation. If needed, schedule a time to meet instead or move to a quiet room.

3. Misalignment Of Intentions, Roles And Expectations

When we are misaligned on intentions, roles and expectations for each other, interpersonal conflict is almost a given. When working together, a team needs to be clear on what everyone is there to do, what the goals are and what role they are to play to achieve those common goals.

When people come together to work on something, they always bring their own preferences and ways of doing things, their own expectations for how they and others should act and communicate and their ideas about how it’s all going to go. If you don’t get explicitly clear as a team about intentions, roles and expectations, you’re subject to miscommunication and disappointment as things inevitably don’t go the way everyone planned in their head.

Sports teams, music groups and dance companies all choreograph their roles, hand-offs and communication in rehearsal or practice before any live performance. In organizations, we give people different roles and then expect them to show up and smoothly work together as if mind reading actually worked. No amount of communication training can replace the need for effective coordination of roles, expectations and handoffs.

4. Language

Even in a workplace in which everyone speaks the same language, it can be a huge source of miscommunication. Words and phrases don’t always mean the same thing to the same people, and intonation, as well as body language, add in more opportunities for misunderstanding.

If you start to feel like a miscommunication has occurred, check in with the person you’re talking to and clarify what you mean. This can feel tedious at times, but it saves a lot of conflict down the road, and you’ll learn more about how the other person uses and interprets language that will help you communicate with them more effectively next time.

5. The Reactivity Cycle

All it takes is one person to make an erroneous assumption or to get defensive for the other person to feel misunderstood, “unseen” or feel boxed into a corner. This common human pattern can be physically heard when two people’s conversation gets louder and faster with every retort — like an out-of-control train heading for the cliff just up ahead. Miscommunication builds momentum over time until everyone feels unsafe, mistrusted and like they're walking on eggshells just to communicate the simplest messages. Reactivity is the norm and hurt feelings are felt daily.

This negative cultural state must be prevented at all costs because it’s so hard to heal and move back to a neutral state of building relationships. If you find yourself in constant reactivity, take a moment to slow down, breathe and consciously make an effort to find common ground with the other person to figure out where you got off track and find a resolution.

While all of the above are sources of miscommunication, addressing the last four examples gives you the most leverage against issues. While we can do our best to understand our own personal psychology and unresolved issues, for example, learning not to react to what triggers us can take years of personal development work and is often a never-ending process.

I’ve found from working with teams for 35 years that acknowledging cyclical assumptions; addressing misalignments in intention, roles and expectations; addressing environmental pressures; and finding common language can prevent and resolve almost all interpersonal conflicts and miscommunication.

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02 Nov Communication Differences Between Generations in the Workplace: Bridging the Gap

A diverse workforce brings a wealth of perspectives and experiences. However, it also brings about unique challenges, particularly in communication. Understanding and addressing the differences in how generations communicate is crucial for fostering a harmonious and productive work environment.

In this article, we’ll delve into the significance of acknowledging and respecting diverse communication styles.

Communication Styles Across Generations

The diversity within today’s workforce extends far beyond job titles and skill sets. It encompasses a variety of generations, each with its unique nuances of communication. Understanding these distinctions is pivotal in creating a harmonious and productive work environment. From Baby Boomers cherishing face-to-face interaction to Generation Z’s fluency in digital dialogue, we will explore the communication styles that define our multigenerational workforce.

Baby Boomers: The Art of Face-to-Face Interaction

For Baby Boomers, face-to-face communication holds paramount importance. They value personal connections and rely on phone calls and in-person meetings.

Generation X: Balancing Act between Tech and Tradition

Generation X strikes a balance between traditional communication methods and modern technology. They appreciate both email correspondence and face-to-face interactions.

Millennials: Embracing the Digital Realm

Millennials are digital natives, comfortable with a range of digital communication tools. They prefer instant messaging, video conferencing, and collaborative platforms; i.e. Slack, Teams and Google Docs.

Generation Z: The Tech-Fluent Communicators

The youngest generation in the workforce, Gen Z, is characterized by their fluency in digital communication. Similar to Millenials, they excel in virtual collaboration and expect the use of various digital communication tools. 

Communication Challenges and Solutions

Navigating the intricacies of intergenerational communication requires more than just recognizing differences; it demands a proactive approach. Let’s examine strategies aimed at fostering understanding, promoting empathy, and ultimately, enhancing communication effectiveness across generations in the workplace. By implementing these practical techniques, teams can bridge the gap between varying communication styles, leading to a more cohesive and productive work environment.

• Misinterpretation and Assumptions: Generational disparities can lead to misunderstandings and assumptions. Fostering an environment where questions are encouraged and assumptions are clarified is crucial.
• Technological Proficiency: A Bridge, Not a Barrier: Younger generations can assist their older counterparts in becoming more tech-savvy, while older generations can offer valuable insights based on their extensive experience.
• Flexibility and Adaptability: The Cornerstones of Effective Communication: Flexibility in communication methods and styles is essential. Encourage team members to be adaptable and open-minded.

Case Study: Bridging the Generational Communication Gap

Let’s delve into a real-life scenario to bring to light the practical implications of understanding and navigating communication differences between generations in the workplace. This case study centers around a Baby Boomer manager and a tech-savvy Millennial team member. It illustrates how their differing communication approaches led to a valuable lesson in bridging the generational gap. Through this example, we gain valuable insights into how effective communication strategies can enhance collaboration and productivity across diverse age groups.

A manager (Baby Boomer), well-versed in traditional communication methods, approached a team member (Millennial) to draft an essential document for an upcoming presentation. The manager expected a polished Microsoft Word document, proofread and ready for final review, to be sent via email.

The team member, however, approached the task with a tech-savvy mindset. Recognizing the benefits of real-time collaboration, they opted to use Google Docs. This platform allowed the manager to provide live feedback and edits directly within the document. They then shared the document link via the company’s chat platform for seamless access.

Insert frustration here. 

The manager was instantly irritated because this was not the product that they were anticipating, and the team member was frustrated because from their perspective, they provided exactly what was asked for. 

The miscommunication in this scenario arose from a need for shared understanding about preferred communication methods. The team member, accustomed to the efficiency and immediacy of real-time collaboration tools, sought to streamline the process. Meanwhile, the manager, rooted in more traditional communication approaches, expected a familiar attachment via email.

To improve initial communication, both parties could have briefly discussed their preferred methods for sharing documents. The team member could have inquired about the manager’s preferred format and mode of communication. Likewise, the manager should have communicated their expectations, providing clear instructions for how they chose to receive and review documents. Additionally, there is an opportunity here for the manager to make adjustments to the employees preferred work type; to lean into the expertise and comfort of the employee to ensure that the employee can deliver the best end product. By acknowledging and respecting each other’s communication preferences, this potential miscommunication could have been easily avoided. 

This case study highlights the importance of open dialogue and flexibility in adapting to diverse communication styles across generations in the workplace.

• What are some common stereotypes associated with generational communication styles? One common stereotype is that older generations resist technology while younger generations lack interpersonal skills. 
• How can a manager promote effective communication among different generations? Encouraging mentorship programs and facilitating team-building activities can help bridge the communication gap.
• How can conflicts arising from generational differences be resolved? Open and honest communication and active listening are vital in resolving conflicts. Mediation or team-building exercises can also be effective. 
• Are there benefits to having a multigenerational workforce? Absolutely. A diverse workforce brings a variety of perspectives, which can lead to more innovative solutions and better decision-making. 
• How can a company create an inclusive communication culture? By providing training on generational differences, encouraging open dialogue, and valuing the contributions of individuals from all generations. 
• What role does empathy play in bridging generational communication gaps? Empathy is the foundation of effective communication. Understanding and appreciating each other’s perspectives fosters mutual respect and collaboration. 

Embracing and celebrating the diversity of communication styles across generations is beneficial and essential for a thriving workplace. By recognizing these differences and implementing effective communication strategies, organizations can create a harmonious and productive environment for all employees.

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5 Business Communication Failure Examples and How to Avoid Them

What Are Business Communication Failures?

1) nike: business communication failure at the top, 2) wells fargo: learn to accept responsibility , 3) starbucks: align every employee to core values, 4) yahoo: a deafening silence amplifies a crisis, 5) ihop: a communication failure turns into a feeding frenzy, most frequently asked questions.

If you watched Kerry Washington as crisis management expert Olivia Pope on Scandal , then you know that a public relations crisis can be a messy affair for a company. One misstep can quickly spiral into a PR disaster that wreaks havoc on a brand’s reputation. A business communication failure example can be found in every industry, but following internal communication best practices can help your company avoid them. 

Learn how the right software can help your company avoid common business communication pitfalls.

When an organization’s internal stakeholders are aligned on their mission and clearly understand objectives and strategy, it results in positive business outcomes. 

Successful business communication relies on several key factors:

• Transparent communication
• Authentic leadership
• The inclusion of every employee in communication for a bottom-up leadership style
• Silo-free platforms for seamless information exchange and workflows

The two must-haves of effective crisis management are a plan and a team . But even the best-laid plans can fail. Business communication breakdowns can happen within any organization that stray from internal communication best practices. 

The results might just create a small glitch in operations, but sometimes they can have more serious repercussions, such as:

• Disrupted workflows
• Negatively impacted brand reputation
• Drive down value proposition

Whether it’s a product recall, a data breach, or a customer interaction that went viral (think of the infamous video of a man getting dragged off a United flight when they overbooked the plane), companies big and small alike are vulnerable to a controversial communication crisis. As Warren Buffet said, “It takes twenty years to build a reputation and five minutes to ruin it.”

Here are five examples of business communication gone wrong and how the companies involved responded.

Since 1971, when the Swoosh logo was officially unveiled, Nike has been one of the biggest names in the sneaker world. With endorsement deals with some of the most famous names in sports, Nike solidified its place as the leader of the pack in the footwear industry and has an annual profit of $36 billion .

But despite its spot as one of the world’s most profitable apparel brands, Nike has had a few PR crises that required major repair.

In 2018, female employees spoke out about the male-dominated culture that fostered harassment and discrimination in the workplace. It started as an anonymous survey by a group of women at the company’s Beaverton, Oregon headquarters about their experiences. The disturbing results were delivered to CEO Mark Parker.

Some examples of internal communication problems that went wrong here include:

• It took a renegade survey by a group of employees to reveal this toxic culture 
• Lack of trust in HR
• A leader who says he was unaware of the problems
• Inefficient methods of bottom-up communication

Nike took dramatic steps to fix these issues by firing C-Suite executives, including the head of diversity and inclusion, implementing mandatory management training, a commitment to a more inclusive culture, and an overhaul of their HR procedures and internal reporting processes. 

Pro tip: Be proactive and get ahead of the narrative through authentic, transparent communication.

In any business, it’s always good to be agile and ready to pivot to a crisis communication plan when the time comes. When it happened to Wells Fargo, the second-largest bank in the United States, they only seemed to dig themselves into a deeper hole that made it harder to bounce back. 

It started in 2016 when authorities, like the Consumer Financial Protection Bureau, were alerted to potential fraud. Responding to a top-down demand for aggressive customer quotas, employees at local branches created upwards of two million fake bank accounts in customers’ names but without their consent. The bank was fined $185 million.

Wells Fargo’s leadership response potentially hurt the banks’ image as much as the initial scandal.

• The company’s early public statements neglected to accept any responsibility, nor did they contain apologies. Instead, they downplayed the fraud. An apology only came from the CEO when he was brought to testify before the U.S. Senate Banking Committee.
• Leadership blamed, then fired, 5,300 low-level employees.
• The CEO sold $61 million of his Wells Fargo stock the month before the investigation began.

How to handle a situation like this? An immediate, proactive response.

• Thoughtful, authentic, direct communication to both internal stakeholders to rebuild trust and establish an open culture
• Apologies to the public for what happened
• Accept responsibility
• Take high-profile actions that change policies and procedures to ensure this will never happen again

Wells Fargo is still in business, but their reputation remains scarred.  

In April 2018, two men went to a Philadelphia Starbucks to meet a friend. They sat at a table waiting to order and asked to use the restroom. The result? The manager on duty called the police and the two African American men were—wrongfully—arrested for trespassing. 

The video of the arrest went viral and by the next day, #boycottStarbucks was trending on social media. What might have started as a store manager attempting to follow a company policy turned into a racially-biased encounter that even the Starbucks CEO called a “reprehensible outcome.”

That CEO, Kevin Johnson, instantly released a statement that included a direct apology to the two men. To employees and customers, he said, “You can and should expect more from us.  We will learn from this and be better.”

He also outlined a list of internal actions the company would take. A month later, Starbucks closed 8,000 stores to train 175,000 employees on racial bias and how to make every customer feel like they belong. 

• Realign the entire organization to the company’s core values and mission.
• Encourage bottom-up feedback from partners on how the company was doing from their perspective.
• Adopt best practices and review policies that create a culture of inclusion and equality. 

Recognizing the major failure in their internal communication procedures and how their “practices and training led to a bad outcome”, Starbucks did an internal investigation into their policies. It was widely seen as a transparent, authentic response. 

Pro tip: Don’t just pay lip service to your employees and your customers. Learn from your mistakes and take action to revise your policies. 

In September 2016, Yahoo leadership acknowledged a 2014 data breach that exposed the accounts of 500 million users to hackers. Three months later in December, the company then announced that there was another breach from 2013 that affected one billion accounts. Nearly a year later, in October 2017, Yahoo announced that, in fact, the data breach affected all 3 billion of its customers.

Yahoo’s business communication failure? Not communicating. It turned out that company insiders actually knew about the breach when it happened years earlier but kept it under wraps. 

Not only was this extremely poor business communication, but poor risk management. Running a company means running a gauntlet of risks. Implementing comprehensive identity theft protection could have not only safeguarded user data but also mitigated the long-term damage to Yahoo’s reputation. Companies need to have a risk management framework in place to prepare for any number of threats. Data breaches happen every 39 seconds . They are a risk a tech company like Yahoo was aware of and should have been prepared for. 

An internal investigation found that “failures in communication, management, inquiry, and internal reporting contributed to the lack of proper comprehension and handling of the 2014 Security Incident.” By not addressing a crisis with internal stakeholders and customers, companies with communication issues face:

• Decrease in valuation: In this case, Yahoo was in the process of selling a piece of their company to Verizon who shaved $350 million off the asking price due to this mistake.
• Damaged brand reputation: People are less willing to trust a company who not only mishandles their personal information, but doesn’t let them know their names, phone numbers, and passwords were stolen. With plenty of alternative search engines and email providers, Yahoo’s failure to communicate most likely resulted in a loss of users.
• Loss of employee trust: Trust is a big-ticket item that delivers high employee confidence and engagement. A moment like this makes employees question the cultures and values of the organization they work for. 

Not every business communication failure turns into a scandal. Sometimes they turn into great PR opportunities. 

When IHOP announced it was changing its name to IHOB, the social media stunt to plug its new menu item (burgers) turned into an unlikely crisis. Its loyal customers were thrown into a frenzy, upset that their favorite pancake place was changing.

IHOP took the communication failure and ran with it, using humor to address the ensuing chaos. What could have put the company in the spotlight for the first time in decades, attracted new customers, and quadrupled burger sales? IHOP took hold of the communication and flipped the narrative, made it fun, and, most importantly, reassured customers that it was still the same brand they had grown to love. 

Business communication failures can lead to a serious PR crisis for any company. But business communication done right can also save a company’s reputation without any need to call Olivia Pope.

Get the ultimate toolkit our customers are using every day to connect with their entire workforce. Free templates included!

Miscommunication occurs when communication is not effective. This is the case when the intent of a message conveyed to someone is misunderstood.

This blog post covers miscommunication examples from Nike, Wells Fargo, Starbucks, Yahoo, and IHOP.

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Examples of Miscommunication at the Workplace

As an entrepreneur, you're probably an optimist – someone who sees a glass as half-full, not as half-empty -- but with plenty of room for improvement. Even so, the results of a major report on workplace communication may be a daunting reality check. For example, the report, "The State of Miscommunication: 6 Insights on Effective Workplace Communication," revealed that one-half of the survey's 1,344 employee respondents have "great" or "excellent" conversations at work, with their peers and with their managers. The other half deemed their conversations as "mediocre," "poor" or "bad." So, would you regard the report's results as a "glass" that's "half full?" Or, would you regard the glass as "half empty"?

The report, combined with other industry bulletins, provides fantastically valuable insights as to how to improve the value of communication in the workplace; basically, the goal is to top off that glass so that it is viewed as full from any angle. Many of these insights come by way of examples of misunderstandings in communication. You'll probably recognize some of them. Others may cause you to laugh, less so for their comedic value than for the fact that they're so universal. But you stand to learn from all of them so that you and your employees can improve the quality of your communications and make the most of your time and resources.

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How to create efficiency in the workplace, how to deal with rumors in the workplace, examples of positive communication in the workplace, characteristics of a high performance employee, differences between communication efficiency & effectiveness.

"Learning the skills necessary to have effective conversations is critical if we want to create change and produce real results, both inside and outside the office," say the sponsors of the report, Quantum Workplace and Fierce Conversations. "Every organization should be providing their employees the tools, and the opportunities, to have meaningful and productive conversations."

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The Cost of Miscommunication

Before you consider some of the most common miscommunication examples, it may help to keep one guiding thought top-of-mind – about how to mitigate miscommunication. As the report sponsors put it:

• "For many of us, the biggest barrier to having high-quality conversations is that we're afraid to share what we're really thinking and feeling. We chicken out and don't step up to the plate when the opportunity is on the table to voice our concerns. Being real is scary, but it's the unreal conversations that should scare us, because they're incredibly expensive."

Just how expensive these miscommunications are – in terms of financial as well as human costs – is equally daunting. A survey of 403 senior executives, managers and junior staff members conducted by The Economist Intelligence Unit and Lucidchart found that communication breakdowns in the workplace lead to:

• among 52 percent of the respondents)
• among 44 percentamong 31 percentamong 25 percentamong 18 percent

While it's difficult to affix a dollar value to most of these consequences, respondents who played a part in "Communication barriers in the modern workplace" valued a third of lost sales at between $100,000 and $999,999.

"Our study with the Economist Intelligence Unit confirms that communication breakdowns have a profound impact on everyone in the organization, regardless of gender, generation or seniority within the company," said Nathan Rawlins, chief marketing officer at Lucidchart. "By understanding the causes and impact of poor communications, business leaders can focus on creating strategies for building inclusion and cognitive diversity in the workplace."

The Examples of Misunderstandings

Most forms of workplace miscommunication can be traced to 10 common, if not familiar, causes. But filling that glass of optimism – in other words, landing on a remedy – is sometimes trickier.

Example of Miscommunication 1

"Don't blame me; look at you"

Presumably, no one sets out to be a poor communicator. Likewise, no one sets out to misconstrue information, either. So when miscommunication does occur, it triggers a defense mechanism, making it all too easy too blame "the other guy."

Nearly 81 percent of employees in the Quantum-Fierce survey said that miscommunication in their workplace occurred very frequently, frequently or occasionally. But only half of the respondents admitted they were "directly involved" in the miscommunication. The other half said they were never, almost never or rarely directly involved.

Fill the glass: So who's responsible for stemming miscommunication? The survey respondents couldn't even agree on this point, with about 53 percent pointing to "all employee groups" and 32.5 percent turning to supervisors and managers.

Example of Miscommunication 2

"Better to say nothing than be misinterpreted"

Nothing can kill a conversation faster than someone who refuses to have one. About half of the employees from the survey said they "rarely" speak up at work. But when they do so, interestingly, about 52 percent were more inclined to open up to their immediate manager while only 47.5 percent said they would turn to their coworkers. More than a tall water pitcher is needed here; these findings suggest to the survey authors that many workplaces suffer from a "culture problem."

Fill the glass: Fostering a "voice-empowered" culture requires small business owners to develop a sense of trust by:

• Being fair and consistent.Demonstrating your values (not just espousing them).

Example of Miscommunication 3

"Please, no more meetings"

Slightly more than 55 percent of the Quantum-Fierce survey respondents said meetings were a prime source of workplace miscommunication, largely because respondents:

• Feel uncomfortable voicing their opinions.
• Say that too little time is devoted to questions and discussion.* Blame personality conflicts among their team.
• Assert that meetings have too little structure.

Fill the glass: It's possible for small business owners to run productive meetings – and ones that last 15 minutes or less – by:

• Expecting employees to contribute.

Example of Miscommunication 4

"Performance reviews are a waste of time"

About 63 percent of the survey respondents said that one-on-one performance reviews – between themselves and their direct supervisor – were prime sources of miscommunication. Although reviews can be an ideal time for an employee and supervisor to forge a "meeting of the minds," employees said miscommunication stems from:

• Distrust that their concerns will be heard.* Frustration that clear goals are not set.
• Different priorities.* Too much time spent on unimportant topics.
• The review having little to no structure.
• Feeling uneasy about asking for clarification.

Fill the glass: Small business owners can turn performance reviews into productive sessions by:

• Clarifying crucial points with examples.
• Summarizing the review at the end.

Example of Miscommunication 5

"Blame my technology"

Nearly half (or 46 percent) of the Quantum-Fierce survey respondents pointed to technology (especially email and texting) as contributors to miscommunication. They pointed out some obvious truths in saying that technology often:

• Doesn't afford the opportunity for questions and clarification.* Eliminates the opportunity to hear tone of voice and inflections.
• Fails to incorporate facial expressions and gestures.

Fill the glass: Clearly, the nuances of face-to-face communication make it a superior form of communication – and one that should lead to fewer misinterpretations. The Quantum-Fierce survey authors suggest that "organizations need to invest in training around technology-assisted communication and provide guidance on when phone calls or face-to-face conversations are most appropriate."

Example of Miscommunication 6

"Excuse my generation gap"

The Economist survey brought to light what many people are understandably shy about addressing in the workplace: different priorities and comfort levels with technology. About one-third of millennials focus on process in the workplace while about the same percentage of Baby Boomers and Gen Xers put greater value on making human connections and forging personal relationships. While one-third of millennials rely on social media and texting, only about 12 percent of the older generations do.

Fill the glass: For small business owners, diplomacy can be a long suit. "Future leaders must have the ability to communicate across styles and modes, reaching across generations," the survey authors write. "As functional communicators, millennials will probably continue to use various new tools as they ascend and grow older. The trick will be to tailor each one's use to the different communication styles around them. Likewise, older generations should be willing to embrace new communication tools that developing leaders are using to connect and innovate."

Example of Miscommunication 7

"Pardon me, while I jump to conclusions"

It would be rare day indeed when an employee would admit that he makes assumptions and draws conclusions without taking the time to verify information with someone "in the know." In reality, it happens all the time, both in written and verbal communication. A prime example: A manager who speaks of "breeding efficiency" and the employee who interprets the words as code for "layoffs." In fact, the manager could be referring to the need to be more efficient with the supply of office copier paper. It's bad enough when assumptions are left to fester privately; such miscommunication compounds if an employee spreads false assumptions to others.

Fill the glass: A relatively simple remedy proposed by The 2 Percent Factor, a management consultancy company: managers should be clear and illustrative in their remarks. And employees should ask for clarification. In a climate of trust, they usually will.

Example of Miscommunication 8

"I'm trying my best to impress you"

Small business owners aren't the only ones who want to be viewed as smart, savvy and professional. Employees harbor the same need. But sometimes they go about it the wrong way, muddying their message with complex or windy phrases and jargon that lead to confusion and miscommunication. The 2% Factor cites an example from someone obviously trying too hard to impress: "Employees must work more synergistically using best practices in conflict resolution to ensure they reach optimal productivity." The translation was much simpler to understand: "We want our staff to work better together so they get more work done."

Fill the glass: Saying what you mean and meaning what you say is the essence of communication. It may not be considered "fancy talk"; in fact, it's plain talk. But plain talk usually accomplishes its goal: being clear and direct and ultimately understood.

Example of Miscommunication 9

"Saying less is more"

If you've been operating under the assumption that "brevity is best," you're generally on the right track. But any tactic can be taken to an extreme, and "under explaining" is an example of brevity gone too far. Under explaining can create questions and confusion, leading employees to fill in the gaps (and forcing them to once again, jump to conclusions that may be erroneous).

Fill the glass: If you're not ready to divulge all the details that employees need so they can understand your message, reconsider the timing. Most people benefit from and appreciate examples and illustrations of these details. If your employees need these examples, they can read right over them. But at least you'll be doing your part as an effective communicator.

Example of Miscommunication 10

"Saying more is more"

The opposite of "under-explaining" is "over-explaining," and this practice, too, is usually undertaken by someone who is uncertain about his ability to communicate. He decides to bog down his message in detail, which is often unnecessary detail, causing the recipient of the message to disengage too early.

*Fill the glass:* It would be easy if there were some hard-and-fast rules about how long and detailed a message should be. If you find yourself equivocating, set aside your message for an hour or so, and then return to it, forcing yourself to view it through the eyes and ears of someone who is uninformed. Ask yourself, What does this person need to know? What will help him understand me? Have I used the clearest language possible? It may also help to conclude a message with an invitation to follow up with you, personally, if questions exist. Employee feedback can give you pointers as to how to frame future messages so that they will fulfill your inner optimist and maintain your view of the glass as half full.

• BizJournal: The State of Miscommunication: New Survey Finds Communication Gaps Across Organizations
• Quantum Workplace: The State of Miscommunication: 6 Insights on Effective Workplace Communication
• Facility Executive: Workplace Miscommunications Impact Bottom Line
• The Economist: Communication barriers in the modern workplace
• The 2% Factor: 5 Sources of Miscommunication In The Workplace

Mary Wroblewski earned a master's degree with high honors in communications and has worked as a reporter and editor in two Chicago newsrooms. She worked alongside a noted Chicago area nutritionist and holistic healthcare adviser whose groundbreaking work focuses on the “whole” patient rather than focusing on one ailment or problem to the exclusion of everything else. Mary writes extensively about healthy eating and healthy living topics.

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Workplace Communication : A case study on informal communication network within an organization

This paper is an attempt to bring forth, analyse and compare different aspects in terms of workplace communication. It focuses in the informal communication which considered a significant factor for an organization’s internal and external progress. It is a study on literature, which aims to link the literature findings with a real case of a company which seeks to improve its workplace communication. In the end, it proposes certain strategies to be followed in order to control and affect the existed informal communications network. Thus, cultivation of “Communities of Practice” and “Face-to Face contacts” are expected to influence and turn the informal network to an added-value for the organization.

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Evangelos Ergen

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Agota Giedre Raisiene

IOSR Journals

This study concern is to investigate how the effective management of Informal Communication can enhance enterprise productivity in the selectedconstruction firms in Port Harcourt, Rivers State, Nigeria. The population of the study is made up of nine hundred and six (906) staff of selected corporate construction companies in Port Harcourt. The sample size is drawn from the target population using the Yaro Yamane formula for selection of sample from a finite population. Therefore, the calculated sample size is two hundred and seventy (270).The closed-ended four point Likert scale questionnaire was developed and used for data collection. It contains structured items on Informal Communication Management and entrepreneurial success. Content and face validity were done using pretest on a group of managerial employees with a view to ascertaining their suitability for the study as well as inputs from field experts. The Cronbach " s Alpha coefficient was used to enhance the internal reliability of the measures and that was determined using SPSS. Only items that return alpha value of 0.7 above were taken as reliable enough for use. The analysis of the data was further enhanced with the aid of SPSS and recommendations were drawn from the findings and conclusion which apparently indicated strong relationships between the tested attributes of the predictor and measures of the criterion variables.

Proceedings of the SIGCHI …

David Frohlich

Journal of Humanities and Education Development (JHED)

Bayad Jamal Ali

The purpose of this research is to investigate the current situation of internal communication in the maintenance department in the cement industry. In most organizations, employees and managers have struggled with the thought of attempting to solve weak and bad communication between the two parties which mostly cause issues to an organization, whether in performance or cost wise. This research was carried out at the maintenance department in Cement Company. A quantitative method was used to gather relevant information regarding a study of internal communication in maintenance department in cement industry. The research findings were supported that current management at Cement industry implementing team meetings effectively. The current management at Cement industry is creating and using online-printed communications tools, organizing regular events. The research findings were supported that current management at Cement industry using online tools for internal communication. In terms of notice board communication, the researcher was not able to find any link between company's' standard as a fact of internal communication method and respondent's perception as research findings. At this point the researcher was able to point out the gap between this study and the fact of internal communication at maintenance department in Cement industry. According to the findings the researcher was able to find out the gap between site visit communication between perception and the fact. Concerns of face-to-face communication method, also, was not found in the standard of internal communication at cement industry. Accordingly, the researcher was able to point out the gap between face-to-face communication method as a fact and respondents' perception according to the research findings. The current management at Cement industry is establishing a regular, transparent communication with all employees covering the entire organization. The research findings were supported that current management at Cement industry implementing network communication effectively.

Corporate Communications: An International Journal

Alessandra Mazzei

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Concetta LODEDO

Constantin Stoican

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5 Best Crisis Communication Case Studies and Examples

Cristina Hure

 on  Sep 6, 2024

in  Internal Communications

Today’s uncertain times increase the need for organizations to prepare for unexpected events. Explore these real-life examples of crisis communications case studies to protect your reputation and operations – in case fire lands on your doorstep one day! 

Every brand, no matter how big or small, will face challenges from time to time. These can range from minor issues like a typo in a marketing campaign to major crises with global implications. 

Some brands navigate these situations skillfully, while others struggle. Real-life crisis communication examples—including both best crisis communication examples and bad crisis communication examples—offer crucial insights into effective crisis communication strategies. 

Whether dealing with internal crisis communication examples or broader corporate crisis communication examples, studying case study crisis communication scenarios helps organizations develop a robust crisis communication plan that effectively responds to difficult circumstances. For internal communicators and HR leaders, the crisis communication case studies in this article serve as valuable lessons in the art and science of dealing with crises.

Unmissable employee comms

Always get your message across with contactmonkey., what is crisis communication.

Crisis communication involves the technologies, systems, and protocols that enable an organization to efficiently communicate during a crisis. This strategic communication function is designed to mitigate damage to the organization’s reputation by asserting control in situations that could potentially be chaotic and damaging. 

When communicators ensure consistent messaging, manage stakeholder expectations and maintain trust through transparency and prompt updates, effective crisis communication plays a critical role in mitigating damage.

How Does Internal Communications Play a Role in Crisis Communications?

In a crisis, internal communications are not just about damage control—they’re about safeguarding your organization’s most valuable asset: its people. Knowing what to do—and what to avoid—when managing an internal communications crisis can make all the difference in how your organization emerges on the other side.

As an internal communicator, your responsibilities go beyond fostering engagement and connection. You must also be prepared to respond swiftly and effectively when disaster strikes, demonstrating the importance of internal communications . Clear, consistent, and empathetic communication is essential in guiding employees through the turmoil, and ensuring that everyone understands the organization’s stance and next steps.

The insights below will help create a comprehensive crisis communication plan template to navigate crises with transparency, speed, and accountability.

Crisis Communication Best Practices

To handle crisis communications, communicators should adhere to key principles outlined in a wide-range of crisis communication case studies:

• Stay consistent with your message: Every message should align with the organization’s overall narrative. For instance, if transparency is a priority, all internal updates should reflect this value, as seen in corporate crisis communication examples.
• Practice what you preach: Deliver on promises. If safety measures are announced, promptly implement them to build trust—another common theme in many case study crisis communication examples.
• Balance speed with accuracy: Timing is key in a crisis, but so is accuracy. Rather than rushing to communicate incomplete information, prioritize getting the facts right. For example, if there’s an incident affecting operations, promptly acknowledge it, but follow up with detailed, accurate information as soon as it’s available. Successful crisis communication plans balance both speed with accuracy to maintain credibility.
• Lead with empathy: Recognize the emotional impact of a crisis on employees and tailor your communication to acknowledge their concerns. For instance, if layoffs are imminent, express understanding and support, offering resources like counseling or career transition services. Internal crisis communication examples show that addressing concerns compassionately can strengthen trust.

By following these principles, you can navigate crises more effectively and maintain the trust and confidence of your audiences. And, if you’re looking for more on this front, our internal communications best practices article can help. 

5 Best Crisis Communication Case Studies to Know for 2024

1. marriott: authentic leadership in times of crisis.

Authentic leadership goes beyond being just a buzzword—it’s about genuinely acting and communicating in ways that build trust and inspire loyalty. Arne Sorenson, CEO of Marriott International, exemplified this approach in a 6-minute video directed at employees, shareholders, and customers during the COVID-19 crisis. 

Following the video’s release, what exactly did Sorenson do to earn overwhelming praise? This crisis communication case study is a prime example of effective crisis communication:

Context: As the COVID-19 pandemic caused unprecedented disruptions to the travel and hospitality industry, Marriott International faced significant challenges, including drastic reductions in business, employee layoffs, and financial losses. Arne Sorenson’s video message became a key crisis communication case study by setting a benchmark for crisis communication strategies.

Analysis: Sorenson’s video was marked by its raw emotion, as he candidly acknowledged the severe impact of the pandemic on the company. He shared personal anecdotes, including his own battle with cancer, which humanized him and strengthened the message’s authenticity. As a prime example of crisis communications and effective planning, Sorenson communicated difficult decisions, such as employee layoffs, with empathy and transparency, helping to maintain trust and morale among Marriott employees.

Discussion: The video highlighted how authenticity in corporate crisis communication examples can strengthen organizational values and unity. By speaking openly about the challenges facing Marriott and his personal struggles, Sorenson connected with employees on a human level, which is often difficult to achieve in corporate communications.

Conclusion: This case study underscores the importance of transparency, emotional intelligence, and authenticity in crisis communication, providing valuable lessons for leaders in all industries.

Win at internal communications 

2. slack: honesty is the best policy when failures occur.

Effective crisis communication is about managing a message and building trust through honesty and transparency. Slack showed exactly how to do this during a service outage that left many users without access. Let’s take a look at the details behind Slack’s standout crisis management: 

Context: In February 2022, Slack, a widely used messaging platform, experienced a significant outage that left many users unable to access its services. The disruption was attributed to a configuration change that unexpectedly increased activity on the company’s database infrastructure, causing instability and downtime.

Analysis: Slack’s swift and transparent response serves as a strong crisis communication case study. The company posted updates on its status page approximately every 30 minutes, detailing its progress toward a solution and openly acknowledging any errors made during the process. Additionally, Slack used Twitter to keep users informed, using a tone that was both apologetic and sincere. This multi-channel approach ensured that users were kept in the loop throughout the five-hour disruption, demonstrating Slack’s commitment to honest and transparent communication. Discussion: By being open about the problem, promptly sharing updates, and acknowledging their missteps, Slack reinforced its reputation as a customer-focused company. Their communication strategy aligned with best practices by being timely, transparent, and empathetic, which are essential elements in maintaining trust and credibility during a crisis. Moreover, Slack’s decision to use multiple platforms—its status page for detailed updates and Twitter for real-time communication—ensured that a wide audience was reached.

Conclusion: As one of the best crisis communication examples, Slack’s handling of the 2022 outage is a compelling case study in crisis communication. Their approach illustrates the importance of transparency, timely updates, and multi-platform engagement in managing public perception and maintaining trust during a crisis. By being forthright about the situation and openly acknowledging their errors, Slack not only managed to preserve user trust but also set a strong example for other brands on how to communicate effectively in the face of adversity.

3. Cracker Barrel: No Response is a Response

When Cracker Barrel unexpectedly found itself at the center of a social media storm over the firing of an employee, many expected the company to respond swiftly. However, Cracker Barrel opted for an unconventional crisis communication approach by letting the internet frenzy unfold without any public comment. This approach demonstrated that sometimes silence can be an effective part of a crisis management plan . 

Our next case study explores how the brand’s decision to remain quiet during a viral crisis became a surprising example of how no response can be a powerful crisis communication strategy.

Context: In February 2017, Cracker Barrel faced a crisis when a customer named Bradley Reid publicly questioned why his wife, Nanette, was fired from her retail manager position after 11 years. His post on Cracker Barrel’s corporate website went viral, and the hashtag #JusticeforBradsWife began trending across social media. The situation quickly escalated, with over 17,000 signatures on a Change.org petition, altered Yelp and Google pages, and viral content on YouTube plus other platforms mocking the brand.

Analysis: Despite the growing public outcry and media attention, Cracker Barrel chose to remain silent. The company did not issue a public response, comment on the controversy, or acknowledge the online movement. While some brands and internet users capitalized on the situation for humor or publicity, Cracker Barrel’s silence became a notable aspect of the crisis.

Discussion: Cracker Barrel’s handling of the incident challenges traditional crisis communication techniques. While this strategy defied conventional wisdom, it ultimately had minimal impact on the brand’s core customer base, showcasing that an effective crisis communication plan can sometimes involve choosing not to engage. 

Conclusion: The key takeaway for brands is that while silence carries risk, it can also prevent further escalation, especially when the crisis is fueled primarily by online chatter rather than significant operational failures or ethical breaches. 💡 PRO TIP: While certain situations are better left to fizzle out on their own, some require an internal communications response and plan to strengthen customer relationships. Read our article on how internal communication impacts customer engagement to learn more.

Plan like a pro: 2024 Internal Communications Calendar

Your blueprint for meeting kpis., 4. johnson & johnson: immediate corrective action saves the day .

In 1982, Johnson & Johnson found itself at the heart of a public health crisis. Instead of deflecting blame, the company launched an immediate, transparent response that set a new benchmark for crisis management.

This crisis communication case study is now one of the most notable examples of crisis communication. Read on to find out how the company’s approach became a model for corporate crisis response worldwide.

Context: Johnson & Johnson faced a major crisis when seven people in Chicago died after consuming Tylenol capsules laced with cyanide. Despite evidence suggesting that the tampering occurred after the product reached store shelves, the company’s handling of the situation became a benchmark for effective crisis communication examples.

Analysis: Johnson & Johnson immediately took decisive action by halting all Tylenol advertising, issuing safety warnings, and sending 450,000 messages to healthcare facilities and stakeholders. The company maintained full transparency and did not attempt to downplay the situation, even expressing regret for not switching to tamper-proof packaging sooner.

Discussion: The company’s response set a standard for crisis management, emphasizing transparency, accountability, and swift action. Johnson & Johnson’s efforts were widely praised by the media and public, helping the Tylenol brand recover and setting a precedent for how companies handle similar situations. Conclusion: This crisis communication case study is considered one of the best examples of effective crisis management in corporate history. By prioritizing consumer safety, transparent communication, and taking immediate corrective action, the company not only reduced the impact of the crisis but also reinforced its reputation for integrity and responsibility.

5. Pepsi: Taking Responsibility Builds Trust

When Pepsi released an ad featuring Kendall Jenner, the company quickly found itself at the center of a public relations firestorm.  This crisis communication case study explores how Pepsi managed the crisis with rapid communication and what lessons can be learned from their approach.

Context: In April 2017, Pepsi launched an advertisement featuring Kendall Jenner that quickly led to controversy. The ad portrayed Jenner leaving a modeling shoot to join a protest, ultimately handing a police officer a can of Pepsi to “resolve” tensions. The ad was immediately criticized for trivializing social justice movements and co-opting serious issues to sell a product. The backlash was intense, with widespread condemnation across social media and traditional news outlets, labeling it as tone-deaf and culturally insensitive.

Analysis: Initially, Pepsi defended the campaign by describing it as a message of global unity and harmony. However, within less than 24 hours, the company shifted its stance in response to the overwhelming criticism. Pepsi pulled the ad from all platforms and issued a second statement acknowledging its mistake: “Pepsi was trying to project a global message of unity, peace, and understanding. Clearly, we missed the mark, and we apologize.” This rapid decision-making showcased Pepsi’s agility in crisis management and its recognition of the public’s sentiment.

Discussion: Pepsi’s response was notable for its speed and directness. By quickly retracting the ad and publicly admitting fault, the company took a proactive stance that demonstrated accountability and empathy. This helped contain the immediate fallout and prevent a prolonged controversy that could have further damaged the brand’s reputation. Despite the initial uproar, Pepsi’s brand weathered the crisis relatively well, thanks largely to its quick acknowledgment of error and efforts to communicate openly with its audience.

Conclusion: Pepsi’s swift apology and the decision to pull the ad were crucial first steps in mitigating negative reactions. By responding quickly and sincerely, Pepsi managed to limit the damage to its reputation. This crisis communication case study demonstrates the importance of prompt, empathetic communication and taking responsibility in a crisis, which can help protect a brand’s image and maintain public trust. 

Worst Crisis Communication Examples

1. open ai: surprises aren’t always a good thing.

After OpenAI abruptly fired its CEO, Sam Altman, the news sent shockwaves through the tech world. The decision, announced on a Friday afternoon with little explanation and no immediate plan for leadership succession, quickly escalated into a crisis. Let’s examine the missteps and lessons learned from this controversial episode in tech leadership.

Context: In November 2023, OpenAI faced a PR crisis when news broke that CEO Sam Altman had been abruptly fired. The announcement came on a Friday afternoon, catching the tech world by surprise and leaving major stakeholders, including Microsoft, in the dark.

Analysis: OpenAI’s response to the crisis was poorly managed and an example of bad crisis communications. The company failed to prepare for the backlash, and communication was inconsistent, with no immediate follow-up to address concerns. The decision to release the news on a Friday, without a clear successor or explanation, fueled confusion and criticism.

Discussion: This situation illustrates the pitfalls of inadequate crisis management. OpenAI’s lack of preparedness, inconsistent messaging, and poor timing resulted in a loss of trust among stakeholders and negative media attention. The newly appointed CEO later admitted that the process had not been handled smoothly, further highlighting the missteps.

Conclusion: The key lessons are clear: have a crisis communications plan in place, avoid releasing significant news on a Friday expecting it to pass unnoticed, and ensure consistent, clear communication with all stakeholders. Proper preparation and transparency are essential to maintaining trust and minimizing damage in such situations.

2. Twitter: Confusion and Controversy Aren’t the Way 

When Elon Musk acquired Twitter for $44 billion, his unconventional approach to managing the platform quickly became a crisis. 

This social media crisis communication example examines whether Musk’s unorthodox methods were reckless or a calculated risk — and what lessons can be learned from this high-profile rebranding saga.

Context: Since the Twitter acquisition, Musk had introduced a series of controversial changes, including firing employees, banning and unbanning users, charging for verification badges, and rebranding Twitter to “X” in 2023 without prior announcement. Analysis: Musk remained active on the platform, nonchalantly implementing these changes without formal crisis communication strategies. The sudden rebranding unsettled some advertisers and users but eventually normalized as people adapted to the new brand name, “X.”

Discussion: While Musk’s unconventional approach garnered significant media attention, it demonstrated a lack of strategic PR planning. The rebranding could have been managed more effectively to avoid initial confusion and backlash.

Conclusion: Musk’s handling of Twitter’s rebranding offers a critical lesson: purposeful and well-communicated changes are crucial for maintaining brand trust and stability. The controversy underscored the need for structured crisis communication plans, especially during significant transitions.

💡 PRO TIP : If you’re experiencing challenges with organizational alignment, read our article on how to avoid miscommunication in the workplace . 

3. Facebook: Slow and Vague Responses Breed Distrust

In the 2010s, Facebook found itself at the center of a massive data privacy scandal. This case study explores how Facebook’s delayed reaction to the scandal turned a breach of trust into one of the most significant PR disasters of the decade.

Context : Facebook faced a major crisis when it was revealed that Cambridge Analytica, a political consulting firm, had collected data from up to 87 million users without their consent through a third-party app. This data was then used to influence the 2016 U.S. presidential election, sparking public outrage and leading to one of the biggest PR crises.

Analysis : Facebook’s response to the scandal was slow and marked by a lack of transparency, making it one of the worst crisis communication examples. It took several days for CEO Mark Zuckerberg to publicly address the issue, explain what had happened, and identify those affected. By the time a formal apology was issued, significant reputational damage had already occurred, and trust in the platform was compromised.

Discussion : This crisis communication case study underscores the importance of a timely and transparent response in crisis management, especially when dealing with sensitive user data. The company’s initial failure to clearly communicate the facts of the situation and outline corrective measures compounded the fallout.

Conclusion : The Cambridge Analytica scandal serves as an example of crisis communication failure, emphasizing the need for prompt action to prevent lasting harm to a brand’s reputation. The key lesson for companies is to quickly explain what went wrong, who was affected, and what steps are being taken to prevent future issues.

Connect teams during crisis

Most fast with sms and ensure everyone gets the memo., how contactmonkey can help with crisis communication.

ContactMonkey can play a prominent role in crisis communication by providing internal communicators and HR leaders with the tools they need to deliver clear, timely, and effective messages. From email templates to emergency SMS text alerts , here’s what you’re offered to enhance crisis communication plans:

• Real-time internal email tracking : Helps communicators monitor who opens and clicks links emails, and engages with the content.
• Avoids spam filters : Reduces friction through the Outlook and Gmail integration to ensure emails don’t end up in junk mail. 
• Integrated email templates : Provides ready-to-use templates for crisis communication through the email builder , ensuring consistency and speed when delivering urgent messages.
• Segmentation and personalization : Allows targeted communication to specific groups within the organization, reducing confusion and ensuring relevant information reaches the right people.
• Analytics and feedback : Collects data on email performance and employee feedback through the analytics and reporting dashboard , enabling better decision-making and response adjustments during a crisis.
• Lead with speed : Take advantage of our SMS for internal communications to reach employees quickly and reliably. 

Ready to unlock the benefits of managing crisis comms effectively? Book a free demo and connect with our team to learn more about how to optimize your crisis communication strategy with ContactMonkey, today! 

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10 Digital Miscommunications — and How to Avoid Them

• Liz Fosslien
• Mollie West Duffy

Send the right message.

In light of COVID-19 (and all of our heightened stress levels), it’s crucial to take steps to avoid miscommunication when working as part of a virtual team. How do you avoid sending a passive aggressive Slack (“let’s chat.”) or email (“just bumping this up in your inbox!”)? How do you hit the right tone over text? The author offers ten tactical tips for staying connected and remaining supportive of your team, even when you’re not in the same location.

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As COVID-19 spreads across the world, more and more of us are starting to work from home. In light of this global shift (and all of our heightened stress levels), it’s crucial to take steps to avoid miscommunication when working as part of a virtual team.

• Liz Fosslien is the coauthor and illustrator of the WSJ bestseller No Hard Feelings: The Secret Power of Embracing Emotion at Work  and Big Feelings: How to Be Okay When Things Are Not Okay . She is on the leadership team of Atlassian’s Team Anywhere, where she helps distributed teams advance how they collaborate. Liz regularly leads workshops for leaders; her clients include Google, Paramount, and the U.S. Air Force. Liz’s writing and work have been featured by TED, The Economist, Good Morning America, the New York Times, and NPR. lizandmollie
• Mollie West Duffy is the coauthor of the WSJ bestseller No Hard Feelings: The Secret Power of Embracing Emotion at Work and Big Feelings: How to Be Okay When Things Are Not Okay . She is the head of learning and development at Lattice, and was an organizational design lead at global innovation firm IDEO. She has worked with companies of all sizes on organizational development, leadership development, and workplace culture. lizandmollie

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Case study: Contemporary Art Summer School 2024

Practice-led live online introduction to the study and practice of contemporary art 22 July – 9 August 2024.

Course Team

• Despina Zacharopoulou , Visiting Lecturer and Contemporary Art Summer School Short Course Leader, RCA
• Prof Johnny Golding , RCA Senior Tutor Research, School of Arts & Humanities
• John Slyce , RCA Senior Tutor Research, MA Painting, School of Arts & Humanities
• Whiskey Chow , RCA Tutor, MA Sculpture, School of Arts & Humanities
• Tom Lovelace , RCA Visiting Lecturer, MA Photography, School of Arts & Humanities
• Sharon Young , RCA Visiting Lecturer, School of Arts & Humanities
• Juliet Jacques , RCA Associate Lecturer, MA Contemporary Art Practice
• Daphne Dragona , curator, theorist and writer
• Stefania Strouza , visual artist
• Denys Zacharopoulos, Art Historian, Art Critic and Curator

Check out the Contemporary Art Summer School course page.

Over 50% of participants go on to apply for postgraduate study at the RCA.

Register your interest for upcoming course dates.

Gallery of participants work

Vania Lin, Contemporary Art Summer School 2024

“I enjoyed having a class with Despina. She gave me lots of useful advice during the 1-1. I found it very inspiring when Despina shared her thoughts on the group's artworks. I enjoyed listening to her sharing ideas. Also, I enjoyed the artist talk from Charlie and Gertrude. Their practices are fascinating and inspiring. For the final presentation, I've learned so much from the groups and the comments from Professor Johnny Golding and Denys Zacharopoulos were very rich and on points.” Vania Lin, Contemporary Art Summer School 2024

Penny Sumerfield, Contemporary Art Summer School 2024

“It was great to have a cohort from such diverse backgrounds and practices, I think everyone's approach and willingness to share ideas and references made collaborating fun and greatly enriched the over all experience of the course.” Aninda Singh, Contemporary Art Summer School 2024

Aninda Singh, Contemporary Art Summer School 2024

Anastasia Naasan, Contemporary Art Summer School 2024

Caroline de Aquino, Contemporary Art Summer School 2024

Sharon Armor, Contemporary Art Summer School 2024

Claire Fried, Contemporary Art Summer School 2024

Shireen Ikramullah, Contemporary Art Summer School 2024

Alex Pillen, Contemporary Art Summer School 2024

Ruby Henderson, Contemporary Art Summer School 2024

“Life-changing course, introducing new ways of thinking - be open minded and prepare to be challenged!” Kate Cameron Reid, Contemporary Art Summer School 2024

“My aim in the course was to gain clarity about my work. I felt like I was at a dead end and that's how it was. Despinas well-founded, honest and clear feedback hit the mark and led me out of the impasse. That is very very valuable to me. The whole team was incredibly friendly and helpful. The entire course is super professionally structured and guided. I was incredibly impressed and delighted by the passion for art and above all, the self-image that was practiced. The overall attitude towards arts in all disciplines and the artists inspired me.” Judith Weißig, Contemporary Art Summer School 2024

Despina Zacharopoulou

RCA Visiting Lecturer and Short Course Leader

Dr Despina Zacharopoulou is a performance artist working between London and Athens. She completed her practice-led Ph.D. in Philosophy & Fine Art (Performance) at the Royal College of Art, with the support of an Onassis Foundation Scholarship. Despina has been the academic leader of the RCA Contemporary Art Summer School since 2017, while also leading school groups, tutorials and crits at the RCA MA programs since 2016.

Related pages

Contemporary Art Summer School

Curating Contemporary Art and Design: Theory and Practice

Editorial Design

The Graphic Novel: Visual Storytelling RCA Short Course

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Organic Chemistry Frontiers

18f-labelling of nitrogen-containing aryl boronates − anti-cancer drug melflufen as a case study.

18F-Labelling of nitrogen-containing arenes via copper mediated radiofluorination (CMRF) was investigated. The studies targeted analogues of anti-cancer drug melflufen with an alkylating bis(2-chloroethyl)amino pharmacophore. Studies of melflufene anologues and various model compounds indicated that the copper mediated boron fluorine-18 exchange reaction is affected differently by the three nitrogen-containing groups in the target compound. The largest inhibitory effects for the fluorine labelling process was excerted by the tertiary amine based bis(2-chloroethyl)amino pharmacophore. The best results were achieved by applying bipyridyl ligands for the copper mediator.

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K. Bajerke, F. Lehmann, G. Antoni and K. J. Szabo, Org. Chem. Front. , 2024, Accepted Manuscript , DOI: 10.1039/D4QO01594K

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