On a chilly winter morning, a wife texts her husband:
“Windows frozen, won’t open.”
He replies:
“Try gently pouring lukewarm water over it, then tap around the edges with a hammer.”
Ten minutes later, she texts back:
“Computer is really messed up now.”
This funny exchange illustrates how easily we can assume we’re on the same page when communicating, only to realize we were working from entirely different information or viewpoints. Assumptions are part of running a business too—like predicting market responses or customer needs—but they can backfire when left unchecked or unexplored.
Miscommunication Costs Companies
According to a Holmes Report, miscommunication costs businesses an estimated $37 billion annually in lost productivity, errors, and project failures.
This figure underscores the financial impact that assumptions and unclear communication can have on organizations, highlighting the importance of investing in clearer, more intentional communication strategies.
The Solutions
In this case, a simple question—like, “You mean the car windows?”—could have transformed the outcome. As you may know, human wiring influences how people process information and how much information they provide. For example, someone with a lower need for certainty/information may provide only partial information, leaving those with a higher need for certainty/information to interpret or fill in the gaps. This can lead to misunderstandings, rework, or customer issues.
The next time you think you understand someone, take a moment to ask a clarifying question or restate what you think they meant. It’s a small step that can prevent big misunderstandings.
Invitation
If you’re ready to take action in leveling up your company’s leadership and communication skills, join us for our Master Class:
Wired to Win 101: How Are You Hardwired? on Friday, December 13, 2024. Early registration happening now at https://www.excellerateassociates.com/wired-to-win-101/
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