Episode #20 – The Science Of Miscommunication

[00:00:00] INTRODUCTION

[00:00:00] Taty Fittipaldi: ​Today, we’re reflecting on a topic that affects all of us, both in our personal lives and in the professional world: miscommunication. It’s something we’ve all experienced. It’s frustrating, sometimes even infuriating and it takes a great emotional toll when it happens.

[00:00:19] Taty Fittipaldi: In today’s episode, we’ll explore the different ways miscommunication can happen, its costs, and most importantly, how to avoid it. If you work for a global company and need to communicate with either a hierarchal organization or a matrix organization, you’ll find this episode quite peculiar. Grab your favorite beverage and let’s get started.

[00:00:41] NARROTOR’S INTRO: Hello and welcome to the Leadership Nest Podcast. The podcast that nests stories, knowledge, and science to soar the leadership in you. I’m your host, Taty Fittipaldi. As always, our podcast will be divided into [00:01:00] three phases. A story, a lesson, and its application. This way, you can have structure and information while also having some fun.

[00:01:12] NARROTOR’S INTRO: This program is brought to you by Coaching Expatriates.

[00:01:15] TODAY’S STORY

[00:01:15] TODAY’S STORY: Today’s story.

[00:01:29] Taty Fittipaldi: Once upon a time in a top-notch global leadership training program, that attracted students from around the globe, there was a group of very enthusiastic learners. These students were part of a unique research experiment that aimed to uncover the mysteries of communication. Little did they know that a simple game would become a valuable lesson in the complexities of conveying information effectively.

[00:01:55] Taty Fittipaldi: The research was conducted by a team of curious professors who wanted to [00:02:00] explore the correlation between the number of people involved in a communication chain and the distortion of the message. They believed that the multicultural nature of their training program would provide a rich and diverse environment for this experiment.

[00:02:15] Taty Fittipaldi: One sunny afternoon, the students gathered in a spacious classroom, forming a long line that stretched from one end to the other. Each student stood facing the back of the person in front of them, creating a chain of eager participants.

[00:02:32] Taty Fittipaldi: The rules of the game were very straightforward but left plenty of room for interpretation. The students were informed that they would pass a message down to line using a Chinese whisper style. However, there were intriguing twists to this experiment. The researchers didn’t mention anything about allowing body language, nor did they specify a time limit for passing the message. The only restriction was [00:03:00] that the students could not ask questions, retell the message, write things down, or communicate with anyone besides the person directly behind him.

[00:03:11] Taty Fittipaldi: The messages selected by the researchers was deliberately increasing in complexity; a detailed sentence, with nuances and subtleties. It was designed to challenge the participants and test the boundaries of communication in every play.

[00:03:29] Taty Fittipaldi: The first message in the game was. I have to take my mom to the doctor. The second was, I need a day off to take my mom to the doctor because she is sick. The third was, I have to take my stepmom to the doctor because she’s sick with Parkinson’s disease. The fourth was, I need a day off to take my mom to the doctor because she’s sick with Parkinson’s disease and she’s having side effects from her medication.

[00:03:59] Taty Fittipaldi: The complexity of [00:04:00] the message would only grow in every new play and the researchers would make their observations about how close to the original the message would end.

[00:04:09] Taty Fittipaldi: The environment during the play also changed, like changing the background with loud music or one of the professors throwing soap bubbles in the participants or messing around.

[00:04:21] Taty Fittipaldi: As the game began, the message was whispered into the ear of the first student, who then passed it along the next with an air of careful consideration. The game progressed, each student relaying the message to the next, sometimes with confidence and clarity, and other times with uncertainty and hesitation.

[00:04:42] Taty Fittipaldi: What unfolded was a fascinating journey of communication breakdown. The complexity of the message, the diversity of mother languages amongst the group, the varying levels of attentiveness, played a crucial role in the outcome. Some students took their time, trying their [00:05:00] best to convey every word accurately. Others, however, rushed through the process, eager to complete the task.

[00:05:08] Taty Fittipaldi: As the messages reach the end of the line, the researchers gathered the students to compare the final message with the original. The results were astonishing! In some instances, the simpler messages, like I have to take my mom to the doctor had remained surprisingly intact, almost identical to the original. However, it had undergone significant transformation in many cases where complex ideas and tasks were shared. For these complex messages, the original messages were completely distorted.

[00:05:44] Taty Fittipaldi: The professors concluded that the number of people required to completely distort a message indeed varied. It was influenced by the complexity of the message, the attentiveness of the participants, the confidence each participant had in their [00:06:00] understanding of the message, the diversity of mother languages amongst the group, and the environment in which the game was played.

[00:06:07] Taty Fittipaldi: The global training students walked away from this experiment with a newfound appreciation for the challenges of effective communication. They had witnessed firsthand how even a simple message could become tangled in translation.

[00:06:22] Taty Fittipaldi: This lesson would serve them well, as they embarked on their careers as global business leaders, armed with knowledge that successful communication required not only clarity, but also adaptability, focus, emotional control, and cultural sensitivity.

[00:06:39] Taty Fittipaldi: And so the experiment became a memorable chapter in their academic journey. A reminder that in the world of global business, effective communication was an essential skill worth mastering.

[00:06:51] Taty Fittipaldi: This Chinese whisper game is often used in a fun and educational activity to illustrate the challenges of effective [00:07:00] communication and the potential for misunderstandings and misinterpretations. It highlights the importance of clear and concise communication in real life situations, especially in contexts where accurate information transfer is critical, such as in business, education, and interpersonal relationships.

[00:07:20] Taty Fittipaldi: You can implement this exercise in a team building event in your company too, and see what results you get and what your teams can learn with it. If you ever need to hire a facilitator for this event, don’t hesitate to reach out to me.

[00:07:35] SPONSOR’S NOTE: This episode is sponsored by Coaching Expatriates, a leading global executive development company that helps leaders around the world create happier and more profitable workplaces using the four success pillars in global leadership, an innovative leadership learning methodology. Visit their website at www.

[00:07:56] SPONSOR’S NOTE: coachingexpatriates. com.[00:08:00]

[00:08:02] TODAY’S LESSON

[00:08:02] TODAY’S LESSON: Today’s lesson.

[00:08:11] Taty Fittipaldi: The Chinese whisper or telephone game is a classic example of how a message can become distorted, as it’s passed from one person to the other. When we communicate with people, that’s what we are doing! We are passing a message either as the person who is initiating a chain of communication, or someone who is in the middle of this chain.

[00:08:34] Taty Fittipaldi: Our responsibility as a communicator is enormous. Like in the Chinese whisper game, we can be responsible for passing the right information, passing it partially right, or completely distorting it and transforming the rest of communication chain. After a message is distorted, no matter how good the other communicators in the chain are, the message is already lost! [00:09:00] It’s. Wrong. Even good communicators will pass along the wrong message, once it’s been distorted.

[00:09:08] Taty Fittipaldi: The exact number of people required to completely corrupt a message in a communication chain, like the Chinese whisper game, can vary based on several factors, including: the complexity of the message, the attentiveness of the participants, the level of language proficiency, the communicators confidence and skill, and the environment in which the communication happens. In other words, context.

[00:09:35] Taty Fittipaldi: In controlled experiments or studies, it has been shown that even with a relatively small number of participants, the masses can become significantly distorted after just a few interactions. For example, with a group of 10 or 12 people, it’s not uncommon for the final message to bear little resemblance to the original.

[00:09:56] Taty Fittipaldi: Message or narrative distortion is a [00:10:00] type of miscommunication that can create many misunderstandings, frustrations and misinterpretations. You know, folks, miscommunication, isn’t just a minor inconvenience. It can have serious consequences. Whether you are at work or in your personal life, misunderstandings can lead to delays, extra expenses and even damaged relationships. In professional settings, miscommunication can cost a company millions of dollars per year. And that’s just the tip of the iceberg.

[00:10:33] Taty Fittipaldi: Now that you understand that, as the communication chain grows larger, there’s a higher likelihood of information being lost or distorted. Consider this straightforward question: in a company with numerous layers of hierarchy, how probable it is that the workers at the bottom of the pyramid truly comprehended the intentions and messages of the top leaders.

[00:10:59] [00:11:00]

[00:11:00] Taty Fittipaldi: Okay!. So let’s talk about why miscommunication happens. There are several factors at play here that I would like to highlight to you. I will outline some of the most common ones in our professional lives.

[00:11:13] Taty Fittipaldi: One of the main culprits is assumptions. We tend to create stories in our heads that can lead to misunderstandings, especially in multicultural environments. As you heard in our previous episodes, about the science of perception, it’s super easy to allow our biases to distort our perceptions and create wrong assumptions about people and situations.

[00:11:37] Taty Fittipaldi: Another factor is negativity bias, where negative information holds more weight than positive ones. This can lead us down a biased path causing misunderstandings. Recognizing this bias is essential, both personally and professionally.

[00:11:53] Taty Fittipaldi: Unclear expectations can also be a breeding ground for miscommunication. When we don’t actively manage [00:12:00] people’s expectations, they create their own, which might differ from the actual situation leading to misunderstandings. Providing clear expectations to your team members can make a big difference. We explored this topic extensively in two previous episodes of this podcast, go check them out.

[00:12:19] Taty Fittipaldi: Trust is crucial in communication and starting a conversation on the wrong foot can lead to miscommunication and even conflicts. Building rapport and establishing a foundation of trust is a key communication skill that can prevent these issues. Sharing your intentions and purpose of doing things when communicating important decisions or things can be of great value. Most people need greater context to what is happening and why you are doing what you are doing.

[00:12:47] Taty Fittipaldi: Then the next factor is related to impatience. Sometimes, we are so eager to be right, or to give our opinion, that we don’t listen to understand. We listen to [00:13:00] respond. This can create opportunities for miscommunication, especially with loved ones or close colleagues. Remember to stay attentive even when you feel safe. Active listening is a skill that captures the information being listened to and hears what is being said, and not said, including incorporating nonverbal communication.

[00:13:21] Taty Fittipaldi: Poor articulation is another factor that can cause misunderstandings, especially in complex situations. It’s not just a communication problem. It can also be a lack of understanding of your own ideas and how to express them clearly. I often say to my clients that we can’t articulate something clearly when we ourselves don’t have the clarity of the idea being shared. Clarity drives purpose, action and good articulation of ideas.

[00:13:52] Taty Fittipaldi: Another important factor, especially present with executive speaking in their none native language, is the [00:14:00] use of wrong terms, which can be a recipe for a miscommunication. Especially when different words have different meaning in different languages. Being aware of these false cognates can help us avoid misunderstandings. Not only as the speaker, but as the listener. If you’re interacting with someone who is speaking your language and it’s not their native language, be considerate to realize that they might make wrong use of terms and the message could get distorted without them, or you realizing it. Check your understanding and confirm the message you are receiving. If you are the speaker, you could say something like, I’m not a native speaker of this language, and I want to make sure we are aligned. Do you mind sharing with me what you understood of what I said? In this request, you are sharing context, intent, and a call to action. Quite a decent way of double checking if the message is not distorted, if you asked me.

[00:14:57] Taty Fittipaldi: Now, even when we [00:15:00] articulate things efficiently, people might still misinterpret what we’re saying. And that’s because misinterpretation is another factor for miscommunication. Understanding your audience and adapting your communication style can help minimize misinterpretation. Also, watch for your body language. Sometimes, misinterpretation comes from the fact that you are verbally communicating something, but your body or a tone of voice is saying something else!

[00:15:27] Taty Fittipaldi: Another huge factor for miscommunication can be mental state. It plays a significant role in communication. When we’re confused or stressed, it’s easier for negativity bias and assumptions to kick in. Being aware of our mental state and that of others is crucial for effective communication. I once had a client who wanted to share something important with her boss and she told me they were always stressed and she couldn’t find the right timing. She wanted to take into consideration this mental [00:16:00] state aspect when communicating what she wanted. So we devised a plan to let our boss know that the topic was important for her to speak about, and when her boss could find a morning when he was in good spirits and had the time to give her full attention, to let her know. It worked. They had a great conversation in one morning over coffee. When communicating important things, make sure to find the best strategies to pull your audience in during a good moment.

[00:16:28] Taty Fittipaldi: Finally, lack of confidence can impact how we send and receive messages. It can lead to poor articulation, rushing through conversations and even forgetting important details. Confidence is key. Both for you and for those you are communicating with.

[00:16:48] Taty Fittipaldi: Now that you know these 10 key troublemakers for communication, I want you to think about which ones of these trample your communication more often with: [00:17:00] a) you’re a team. b) your boss. c) the senior executives of your company, like skip-level boss or even top executives.

[00:17:09] NARRATOR’S NOTE: You’re listening to The Leadership Nest, the podcast that nests stories, knowledge, and science to soar the leadership in you! With your host Taty Fittipaldi.

[00:17:27] TODAY’S TIPS TO APPLY WHAT YOU LEARNED

[00:17:27]

[00:17:27] TODAY’S TIPS TO APPLY WHAT YOU LEARNED: today’s tips to apply what you learned.

[00:17:36] Taty Fittipaldi: Now that we’ve discussed the importance of effective communication for thriving organizations and the various factors that contribute to miscommunication, it’s time to dive into some practical strategies you can apply in your workplace to prevent those costly misunderstandings. Let’s explore seven ways to avoid miscommunication at work.

[00:17:57] Taty Fittipaldi: All right. Let’s kick things off with strategy [00:18:00] number one. Developing cultural awareness and sensitivity. In today’s globalized world, we often find ourselves working with people from diverse cultural backgrounds. A provider, a customer, a partner, or simply our teammates. It’s crucial to be aware and respect this cultural differences. This involves understanding different communication styles, norms, and even biases that may come into play. By embracing cultural awareness, you can minimize misunderstandings and foster a more inclusive work environment.

[00:18:32] Taty Fittipaldi: When I first got to work with the south American region as a finance leader, I started interacting a lot with people in Argentina. They habitually say “Claro!” Which means of course. However, the tone and pitch that they use are equivalent to Brazilians who want to use sarcasm. So, at first, as a Brazilian, when I heard an Argentinian saying of course, with their tone, I would often assume [00:19:00] that they were actually saying: are you stupid? This is obvious. This lack of cultural understanding created a lot of miscommunication and frustration for me at first. Until… I learned that the tone and pitch they use to express that actually means for them, I agree! Or, totally! Or 100% or. That to make super sense! Cultural awareness and sensitivity are key for global executives. Don’t forget that our perception can bias our communication. Not only for what we say, but how we hear things. If you want to learn more about how our perceptions can be biased, we have already published two special episodes on this topic for you to learn more in this podcast.

[00:19:51] Taty Fittipaldi: Our second strategy is all about using clear and concise language. When communicating across cultures and languages, [00:20:00] simplicity is key. Avoid using jargon, technical terms, idioms, or a colloquialisms that might leave your audience scratching their heads. Instead, be explicit and precise with your words. Remember: clarity trumps complexity. So opt for straightforward language to ensure your message is crystal clear. For example, instead of saying: this is water under the bridge. You can say, let’s leave this in the past. Not every culture or generation will understand what the metaphor, water under the bridge, means.

[00:20:36] Taty Fittipaldi: Strategy number three. One of my top favorites. Confirming understanding. In global communication, it’s essential to make sure your message has been received loud and clear. You might worry about coming off as patronizing, but there is no harm in seeking confirmation. As the sender, consider saying, just to make sure we are on the [00:21:00] same page. Could you share your understanding? And as the receiver, you can say, I want to confirm my understanding. Let me tell you what I understood. These are simple steps that can prevent a world of miscommunication.

[00:21:14] Taty Fittipaldi: Moving on to strategy number four. Using multiple types of communication. Verbal communication is just one piece of the puzzle! Leaders should embrace other modes like email, instant messaging, and videoconferencing.

[00:21:29] Taty Fittipaldi: For example, after a phone or a virtual call consider summarizing the key points in writing. Like an email. And ask if there are any discrepancies in understanding. Tailor your communication methods to your team’s preferences for seamless interactions.

[00:21:46] Taty Fittipaldi: Strategy number five is around establishing clear communication protocols. Think of this as managing expectations, a vital skill in global leadership. Create protocols for meeting agendas, email [00:22:00] response times and communication channels. When everyone knows what’s expected of them and when they should communicate, productivity improves. A lot. It’s like having a well oiled machine when everyone knows their role.

[00:22:14] Taty Fittipaldi: For example, I work with a company once that had a communication protocol saying that after each project’s meeting, The meeting organizer would have to send a summary for all participants using a Cornell note taking method. I will leave an article about note taking in the show notes, if you’re interested in learning more about this. What’s curious about this protocol is that I remember waiting for this summary. Then using it to include my own notes and specific actions. Whenever I saw an understanding gap, I would quickly send an email to the group to clarify understanding. The communication flow, due to this protocol, made things really simple, as nobody felt awkward bringing up a misunderstanding or a question.

[00:22:59] Taty Fittipaldi: Our [00:23:00] strategy number six is to provide training and resources. Equip your team with the tools they need for effective communication across cultures. This includes language training, cultural sensitivity workshops, technology, and resources on best practices. When your team has a shared level of cultural awareness and competence, interactions become smoother and conflicts become less likely.

[00:23:26] Taty Fittipaldi: One interesting example I have for you is when a previous company I worked for introduced a resource in our computers that created time zone widgets in our email and instant messaging platform. Whenever we selected a person to write to, we would see what was the local time of that person. This helped us be more aware of whether we should send emails or messages right away or schedule them for their first hour, the next day. Let me tell you: this simple resource helped [00:24:00] a lot. Because, now we knew that if we received an email or a request outside the quote unquote allowed time, it was because it was really an emergency. That sounds silly, but before this simple resource, global executives like me would receive emails around the clock. And I had to silence my phone to be able to sleep. Which means if something really important came up, I would never know because it was on silence mode.

[00:24:28] Taty Fittipaldi: And after this resource implementation, and the teams training on how to use it, the group mindset changed. And everyone worked better.

[00:24:38] Taty Fittipaldi: So think about this. What type of training and resources could you provide your team to change the way they communicate? Let me ask you again, what type of training and resource could you provide your team to change the way they communicate?

[00:24:56] Taty Fittipaldi: Last, but not least, strategy number seven, [00:25:00] creating rules of engagement. Teams with clear and written rules of engagement transition from storming to performing much faster. These rules define expected behaviors, conduct, and responses for both team members and the leaders. Collaboratively, develop these rules with your team to ensure everyone is on the same page.

[00:25:23] Taty Fittipaldi: When I worked for general electric, every manager had a session called new manager assimilation, about six months after the new manager started in the role. In this session, led by HR, the team would discuss team norms that both the team and the manager should follow. For example. I once had a new manager who always booked meetings at 7:00 AM, which was 10:00 AM for him. All his team members lived far away from the office and had commute times of one hour or more. For each one of us,[00:26:00] to be at the office before 7:00 AM, that meant waking up 5:00 AM or earlier for most of us. So, one of our team norms created on that meeting was never book any meetings before 9:00 AM of our team’s local time. After this session, this manager became much more self-aware about his actions and demands regarding meetings. And much of the frustration and miscommunication ceased to exist.

[00:26:28] Taty Fittipaldi: There you have it folks. Seven powerful strategists to prevent miscommunication at work. Remember effective communication is at the heart of successful global leadership. Using some of these strategies will need some collaboration and team buy-in. But, If you use your organizational leadership to influence this idea, you’ll see great strides in your team’s communication and performance.

[00:26:55] KEY TAKEAWAYS

[00:26:55] KEY TAKEAWAYS: Key [00:27:00] Takeaways

[00:27:04] Taty Fittipaldi: What’s your main takeaway from this episode, here are mine.

[00:27:08] Taty Fittipaldi: Takeaway number one. The Chinese whisper game serves as a compelling reminder of how messages can easily become distorted as they pass from one person to another. In our daily communication, whether at work or in our personal lives, we play a similar role responsible for either passing the information accurately, partially right, or completely distorting it.

[00:27:34] Taty Fittipaldi: Takeaway number two. The number of people involved in a communication chain can significantly impact the distortion of a message. This distortion is also influenced by various other factors, including: the complexity of the message, the communicator’s attentiveness, language proficiency, the communicator’s confidence and skill, and the communication environment. Even with a small group of [00:28:00] participants, a message can undergo significant transformation, highlighting the challenges of effective communication.

[00:28:07] Taty Fittipaldi: Takeaway number three. Miscommunication, particularly message distortion, can lead to misunderstandings, frustration and misinterpretations. In professional settings, it can result in significant financial losses for companies. The importance of clear and effective communication can not be overstated. Especially in hierarchically structured organizations, where understanding the top leaders’ intentions and messages can be a considerable challenge for employees at the bottom of the pyramid.

[00:28:40] Taty Fittipaldi: Takeaway number four, effective communication is the cornerstone of thriving global organizations, but miscommunication can be costly! To prevent costly misunderstandings in the workplace, consider these seven practical strategies. Develop cultural awareness and sensitivity. Use clear and [00:29:00] concise language. Confirm understanding. Use multiple types of communication. Establish clear communication protocols. Provide transformative training and resources. And, lastly, create team rules of engagement.

[00:29:16] HIGHLIGHTS

[00:29:16] Taty Fittipaldi: This brings us to the end of these leadership Nast episode. I hope you have enjoyed learning about miscommunication and the strategies to avoid it. Tune into our episode next week, when we will chat about the seven different ways you can show up in life and which of these seven attitudes can be destructive or constructive to achieving your goals and dreams.

[00:29:39] Taty Fittipaldi: Wherever you are in the globe, this is Taty Fittipaldi wishing you a beautiful day.

[00:29:45] Taty Fittipaldi: If you have any questions, you’d like us to answer in a future episode of this show, just go to speakpipe.com/tatyfittipaldi or click the link in the [00:30:00] show notes, to leave us a brief audio message.

[00:30:02] Taty Fittipaldi: Make sure to visit us on our website www.theleadershipnest.com, where you can subscribe to our show anywhere podcasts are streamed, so you never miss the fun.

[00:30:16] Taty Fittipaldi: While there, if you find value in our show, you can also subscribe to our global leadership weekly newsletter from Coaching Expatriates®, where we deliver bite-sized lessons on global leadership, decision-making, and cultural competence to help you learn how to think, relate and strategize in a whole different way as a global leader.

[00:30:37] Taty Fittipaldi: If you liked our show, you might want to check her online global executive leadership program. A nine week leadership development and learning system, that will help you lead internationally while making financially conscious and impactful business decisions.

[00:30:53] Taty Fittipaldi: Taty Fittipaldi is also available for private coaching. See the websites for more details at [00:31:00] www.coachingexpatriates.com/executive-coaching.

[00:31:05] Taty Fittipaldi: Thanks for joining us this week on The Leadership Nest podcast. Be sure to tune in next week for our next episode. Until the next time, keep nesting.

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