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In a writing training at a large multinational corporation, I asked, “What are the costs of unclear messages and emails?” I expected answers like, “The wrong work gets done,” and “Operations slow down.” But that’s not what I got. A woman’s hand shot up. “They don’t affect me at all,” she said. She shrugged nonchalantly. “I just ignore them.”

I was stunned. This company has 25,000 employees. If even a fraction of them was routinely ignoring messages that were unclear, what would the consequences to the organization be? At the least, the people who sent the unclear messages would send follow-up emails and messages to the people who had ignored them, adding to email overload and draining productivity.

The Costs Are Enormous

But email overload was not the biggest danger. What if those garbled documents and emails contained important information such as new policies, safety procedures, customer relations directives, and operational instructions? If many people ignored those messages because they did not understand them, the whole organization would be dragged down.  The disregarded messages could also expose the company to serious safety and legal consequences.  

The flow of communications keeps the energy pulsing throughout every organization. When the system is bogged down with sludgy, mushy messages, the whole network suffers. Then the wrong work gets done, operational bottlenecks pop up, and executive directives die before they are delivered.

Motivating Employees to Get to the Point

What does it take to get employees to get to the point? Some of the solution lies in training: They need to know how to get to the point. But culture counts, too. If top managers send out buzzword-filled memos that no one understands, they set the tone. If managers tolerate murky messages, decoding them as best they can and never giving writers feedback, they are part of the problem. Once employees disengage and say, “I just ignore messages I cannot understand easily,”  the potential costs become scary. That’s when it’s time to intervene.

 ©2017 Elizabeth Danziger All rights reserved

 Read other Better Writing. Better Business blog posts:

The $30 million Revision

Apologize and Be Forgiven

Worktalk enables businesses to harness the power of communication. Our training programs help you achieve better business through better writing.

For more information, contact Elizabeth Danziger today. She can be reached at (310) 396-8303 or This email address is being protected from spambots. You need JavaScript enabled to view it..

 

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Why choose WorkTalk trainings?

  • Taught by a professional writer. +

    These courses are not taught by a general skills trainer who happens to teach writing. Elizabeth Danziger has been published by major publishing houses such as Random House and Harcourt Brace. Her work has appeared in many national magazines. She is an expert writer and editor who brings her knowledge as a resource to participants.
  • Customized. +

    Every Worktalk training is customized to the client's needs. We meet with you, analyze writing samples from your organization, and customize our training to target the specific challenges that employees in your organization face.
  • Energetic and entertaining. +

    With plenty of exercises and opportunities for interaction, the Worktalk trainings move quickly. Subjects that were terrifying in grammar school become fun and interesting in these outstanding programs.
  • Proven results. +

    In trainings all over the country, Ms. Danziger has enabled participants to streamline their organizing process, eliminate persistent errors, and drastically cut their revision time. Clients spend less time on key communications while producing better relationships and results. Sales people get more positive responses from prospects.
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