4.18: Troubleshooting Miscommunication

The model in the previous section offers a functional explanation of how communication works. This model can also help us identify what is not working when communication does not seem to go as well as it could. When we identify any loose connections in the system, we can help avoid costly errors in business, healthcare, and other professional environments. According to Susan Washburn, communication problems can lead to:

• Conflict, damaged relationships, and animosity within an office or with clients
• Inefficiency, delays, or missed due dates
• Missed opportunities, unclear requirements, or misunderstood expectations

Consider grammar. What is the cost of a comma? Can you imagine it being worth (a.) $1? (b.) $10? (c.) $1,000,000? (d.) $10,000,000?

In 2005, a small telecommunications company, Bell Aliant, cancelled a telephone pole contract with Rogers Communications. Bell Aliant was locked into a 5-year, automatically renewing contract with Rogers. When Bell Aliant attempted to end their contract early, Rogers faced an unexpected loss of $1 million (CAD) over a period of one year, plus many millions in future business. In the question of whether the contract cancellation was legal or not, all arguments came down to the placement of a single comma in the contract. As part of their case, Rogers even commissioned a 69-page affidavit from a grammar expert to help present their case.

A comma was worth even more in the case of drivers for Oakhurst Dairy. In this situation, Oakhurst Dairy lost a judgment for over $10 million (USD)  in a labour dispute in Maine (Associated Press, 2017). This lawsuit related to how much overtime pay was due for certain kinds of work. The deciding factor in the case? A single comma.

Communication is, of course, about much more than grammar. To give yourself more options, try putting the previous two sections together. Review the problem-solving steps from the start of this chapter. When you troubleshoot a scenario, go through each of the steps more than once. Ask yourself whether your focus should be on the sender, the message, or the receiver. If a miscommunication has happened, ask yourself if there is anything valuable in the receiver’s feedback to help you diagnose the problem and brainstorm a solution.

Remember: it is not about assigning blame. Clear communication is about solving a problem in a way that lets all parties involved be successful.