What 20+ years of working with corporate clients taught me about miscommunication

Let’s start with this assumption: most people you’re dealing with aren’t trying to be difficult. Often, they’re just busy, distracted, or overwhelmed.

Some people are easier to communicate with than others. That’s just how it is. The sooner you stop expecting everyone to operate like you do, the smoother your work relationships will be.

Whether you’re talking to someone who just gets you, or someone who never replies on time or always needs to be right, the core principles stay the same.

People want to feel heard.

Listening to understand, not just to respond, is one of the simplest ways to ease tension and prevent a situation from escalating.

One of the most useful habits I’ve developed over the years is documenting everything. Not in a petty “I’ll use this later” way, but because people are juggling a lot. A follow-up email after a call isn’t overkill, it’s a helpful recap that makes sure everyone’s on the same page. It also gives you something to refer back to when your memory (or theirs) gets fuzzy, as mine sometimes does.

Misunderstandings usually happen because assumptions weren’t addressed upfront.

So do the groundwork. Walk new clients or colleagues through your process. If you don’t respond to messages after hours, say so from the beginning. 

Something like:

“I’m really looking forward to working together. I’m fully available during work hours, and I’ll respond to anything after hours first thing the next morning.”

This lets people know what to expect from you before it becomes a problem. Honestly, most of the issues I’ve experienced in my career could’ve been avoided if I’d just been clearer about boundaries and expectations at the start.

I don’t avoid these conversations anymore. I see them for what they are;  a sign of professionalism and mutual respect.

And finally, even though text is convenient, it’s not always the best tool. Tone gets lost. Intent gets misread. A short, calm face-to-face conversation (or even a quick call) paired with a bit of warmth and a smile goes much further than a carefully worded email ever could.

If you're looking for better ways to navigate communication in your team or with your clients, start by laying the groundwork early. And if you're not sure where to start, I'm always up for a conversation.

Until next time,

Marinda