7 Steps to Preventing

Communication Gaps
by George D'Iorio

The ability to communicate effectively is one of the most essential skills in business, and in life in
general. Although communication methods have evolved and we have all sorts of technical tools
to help us, there are still times when communication gaps occur. Even with email, voice mail,
texting, and video chat, our messages don’t always get across as intended. Why is that? It’s often
because a key element in the transfer of information is missing. That gap might be the result of a
misperception, an incorrect assumption, or something in the transfer that got “lost in translation.”

I like to use the analogy of communication between two people as a rope, as described by the
author Allison Hoover Bartlett in the following quote:

I began to see language less as a bridge between people than as a threadbare rope tossed
from one edge of a precipice to open hands at another.
This concept describes how precarious the communication process can be. The threadbare rope
represents how fragile it can be, and the distance between the precipices represents the gap or
potential for misunderstanding. To strengthen the rope and bridge that gap, there are some basic
elements, or steps, that can be taken. We often employ these steps instinctively without even
thinking. In fact, we’re frequently successful in getting our message across precisely because we
use them, even if unconsciously.

There are times when line of communication is fragile (“threadbare”) and steps are missed. It’s at
those times that a gap in communication most frequently occurs. If you’ve ever been involved in
a communication situation where things went poorly, it may have been because of a threadbare
rope. Here are seven steps that can help strengthen the transfer of information and prevent
communication gaps.

Be Focused
When we communicate with others, we bear much of the responsibility for whether or not the
message actually gets there as intended. Focusing on the audience before sending a message
makes us consider the receptivity of the audience ahead of construction and transmission. In a
face-to-face conversation, this might only take a few seconds of thought. In an email
communication, it could mean being very clear on what we need to convey to the reader and
considering how they’re likely to interpret it before we ever start typing. This sounds like
common sense, but when people are pressed for time, they run the risk of pushing a message out
while it’s still being formulated. If you’ve ever blasted an email out to someone and then had
regrets, you probably realized that you weren’t as focused as you could have been when you hit
send.
Frame the Message
This is extremely important, though it’s not performed as often as you might expect. Framing the
message consists of simply stating upfront what you want to talk about and why. In an email
message, it could be a clear subject line. In a face-to-face conversation, it could be telling the
other person what the topic is and why you want to discuss it. Framing can crystallize the topic
and set the table for the discussion. I once had someone rush into my office, informing me that
the hardware problem from the previous night had been resolved. I knew we had a failing
component in our server environment, so I was happy to get the update. In reality, they were
referring to an entirely different problem, one I had yet to hear about. Because they didn’t frame
their message properly, specifying the component, I completely misinterpreted the topic and
made an incorrect assumption. This resulted in confusion and miscommunication that was later
cleared up, but it caused inefficiency and a bit of embarrassment.

"The single biggest problem in communication is the illusion it has taken place." —
George Bernard Shaw

These types of misunderstandings are frequently used in sitcoms, where confusion creates
calamity. It might be funny in a sitcom, but it’s generally best to avoid calamity in real life. In our
busy roles, we are typically juggling many issues and projects simultaneously, so it helps to get
the topic straight at the outset.

Use Appropriate Volume

The number, or volume, of words used to deliver a message can have a big impact on how well
it’s received. If you’ve ever attempted a conversation with a teenager who was reluctant to talk,
you likely received too few words and very little information. Conversely, you can probably
recall a situation where someone used so many words to express themselves that you had
difficulty sifting through them to understand the point they were making. In that case, you may
have tuned out at a certain point or became overwhelmed and missed the point of their message.
Balancing the volume of information you send—providing just enough information while not
being verbose—takes skill, but it can go a long way toward preventing gaps.

Avoid Assumptions
The Cuban proverb, “Every head is a world,” speaks to the fact that we all have different sets of
information and understanding because we all have varied experiences and knowledge. When
explaining something to another person, you can’t assume they know everything you know. This
is especially important when the people involved have dissimilar levels of technical experience or
aren’t working in the same field. If you’ve ever tried to teach a nontechnical person how to use a
laptop or a smartphone, you know that you can’t assume they’ll understand your instructions
without extra help. To avoid these gaps, you need to drop down to “meet them where they are,”
rather than assuming they have a significant base of knowledge. In fact, you may need to
establish what their knowledge is on the subject or concept before diving into any of the details.

Check for Comprehension

Even when you think you’ve communicated brilliantly, it’s possible your recipient got lost some
where along the way. The fact is, some people don’t want to look dumb or ignorant, so they may
pretend they understand when they’re actually completely lost. You may have used a term,
acronym, or concept with which they were unfamiliar. If they’re pretending to follow you, they
might need to be prompted to acknowledge a gap. In a verbal conversation, you can often read
their body language to sense a change in their receptivity. The easiest approach is to stop at
certain intervals in the conversation and simply ask if they understand. In an email exchange, you
can check for comprehension by stating, “If you have any questions, please let me know.” This
opens the door for them to let you know if any gap exists, and it tells them that it’s okay to seek
clarification. It also lets them know that you care that they got the message.

Use the Right Medium

There are so many ways we can communicate with each other, and many of them work well
when applied appropriately. However, using the wrong medium in a given situation can lead to
miscommunication, confusion, or even damaged relationships. For example, email is a fine
choice for an asynchronous message that is easy to understand, but if you’ve ever used sarcasm or
dry humor in an email message, you probably know how easily it can be misconstrued. Electronic
messages, like email or instant messaging, lack the tone and inflection of the human voice, so
sarcasm and humor often don’t translate well. There are times when a long email can seem like a
good idea, but with no feedback mechanism during delivery, it’s hard to even know if the person
will read the whole thing.

If your day is fast-paced and pressure-filled, you know the importance of clear and timely
communication.
Some messages, especially those requiring immediate feedback, are best delivered face to face.
Sometimes, even a phone conversation can fall short, without the ability to see body language or
facial expressions. The medium you choose will depend on how well you know the person, the
urgency of the message, or the sensitivity of the subject matter. Before you act, consider your
audience, the topic, the timing, and the dynamics involved so you can select the best medium for
that particular situation.

Wrap It Up
George Bernard Shaw once said, “The single biggest problem in communication is the illusion it
has taken place.” There are times when you’ll have done everything in your power to get your
message across clearly and a gap will still exists, even if you don’t realize it. This can be
especially troubling. One way to avoid the illusion of communication is to end with a short
summary. Repeating the main points, clarifying next steps, or reiterating any agreements made or
implied is always a good idea. Following an email exchange, a brief statement that wraps
everything up can be really helpful. Providing a simple summary takes little time, but it goes a
long way toward making sure there is common understanding.

Everybody Wins
If your day is fast-paced and pressure-filled, you know the importance of clear and timely
communication. By recognizing that the communication process can be fragile, we can choose to
approach it proactively. Using the steps outlined in this article, or a subset of them, can prevent
the faulty assumptions and misperceptions that often result in communications gaps. Avoiding
information potholes by strengthening the rope ensures that our communication is transferred and
interpreted as it was intended, and everybody wins when that happens.

Communication Problems
Communication problems in the workplace can have a negative impact on morale, productivity and
interdepartmental working relationships. When left unchecked, ongoing communication problems can
potentially cut into profits, increase turnover and lead to mistakes that negatively impact the company’s
public image. Recognizing and addressing common issues can smooth over problems before they get out
of hand. Watch for common workplace communication problems and resolve them quickly.

Failure to Communicate Fully

In a workplace dominated by quick replies via text and email, details can be lost, overlooked or
misunderstood. Answering “yes” to a series of questions in an email isn’t clear. Responding “OK” when
asked if you can review a document doesn’t address the question of where the document resides, what kind
of review is requested, or when edits need to be returned.

Solution: Make email requests clear and detailed and make responses complete and comprehensive.
Before you press Send, ask yourself:
 Did I answer each question in full?
 Will the recipient have any outstanding questions after reading my email?
Assuming Someone Else Has the Ball

When you’re part of a group brainstorming session, a group email or a group project, there’s always the
potential to assume someone else has a task covered. When everyone assumes someone else is handling
things, the ball inevitably is dropped, which leads to finger-pointing, blame and missed deadlines.

Solution: In any group dynamic, there needs to be a point person to set and clarify roles at the close of
discussion or debate. A group email that clarifies who is doing what and when streamlines group
initiatives.
Failure to Self-Edit

Self-editing is a good business technique to learn in both written and verbal forms. Failure to consider
what you are about to write or say can lead to a breakdown in communication, either because you are not
fully articulating your thoughts or because you react without thinking, which leads to hurt feelings and
misunderstandings.

Solution: Before you press Send, check for content, spelling, grammar and validity. Then, check your tone
to ensure the recipient can't misconstrue your words. When speaking in a heated environment, choose your
words carefully and run them through your mental filter at least once before saying them out loud.
Being Unprepared
If you’re late for a meeting or approaching a deadline and you are unprepared, you may be tempted to
wing it. When you are unprepared, mistakes, misunderstandings, and even the misdirection of a project or
task can occur.

Solution: Be organized and prepared. If you aren’t, it’s better to admit you need more time than to throw
an idea against the wall and hope it sticks.
Using the Wrong Communication Tool

There are times when an email is appropriate and other times when a phone call or in-person meeting is
more suitable. Misjudging the situation and picking the wrong tool can lead to a breakdown in
communication and create confusion, misunderstanding and hurt feelings.

Solution: If you exchange nonsensitive information every day, email is fine. If you’re trying to untangle a
sticky situation rife with misinformation, a phone call or Skype session allows for a more effective back-
and-forth exchange. If you’re delivering bad news or having a serious or contentious debate, an in-person
approach is the best choice. It allows you to read body language, gauge temperament and make personal
contact.
Saying Too Much

Sometimes we overshare when we speak before we think. Other times, we gossip and exchange
inappropriate information. Sometimes sloppiness results in oversharing or releasing personal or sensitive
information – think of a scenario in which you accidentally hit “reply to all” or “forward” in an email
conversation in which you and a colleague are talking in derogatory terms about a customer.

Solution: Emphasize the need for confidentiality in the workplace, hold sensitive meetings behind closed
doors, refrain from putting highly confidential or sensitive information in email, and stop gossip in its
tracks.

Streamlined and effective communications start from the top down. If you don’t already have a best-
practices communications policy in place, create one and use it for orientation and staff training events.
Also, consider that sometimes a problem that appears to the result of poor communication could be
ineffective business practices, poor organization or lackluster time management skills. Before blaming
communication problems, assess the other causes for a breakdown in effective operations.