An understanding of interpersonal communication may help companies develop successful work relationships

By Barbara Bowes

Poor interpersonal communication accounts for most problems in the workplace between employees and their colleagues and employees and their managers. It’s a serious issue that negatively impacts employee morale, and in the end, results in the deterioration of teamwork and overall productivity. It creates an environment of insidious and unhealthy conflict that drives away good employees and creates a poisonous work atmosphere that destroys employee self-esteem and self-confidence. Finally, it creates a culture of negativity that will only drive down profitability and challenge a company’s potential for success.

Creating conflict

Poor interpersonal communication comes in two bundles. The most obvious is the negative, crude and rude remarks that show disrespect and demean others. It is found in employees who believe using foul language will bolster their personal power. On the other hand, some employees and leaders encourage an environment of conflict between departments within their workplace, which results in a communication style that is set in an “us versus them” mentality.

Still, others consider themselves excellent communicators only to intentionally use language that avoids accountability. They “beat around the bush,” shift the issues and never really explain what problems need to be discussed, what solutions are viable or what their role may be to create or resolve any problems. Then again, there are organizational leaders who encourage an environment of “continual niceness” where problem resolution is avoided at all costs because they personally cannot deal with conflict.

Survival of the fittest

If Canadian companies want to survive in this global competitive world, then strong, positive interpersonal communication must be the backbone and foundation of all organizational communication. It is a company’s responsibility to set the tone, create an appropriate environment and build a supportive culture. This can be accomplished through a number of human resources management strategies.

First and foremost, a company must define the kind of corporate culture it wishes to build and identify the strategies that need to be in place to reach its goal. This leads to an understanding of the most effective work styles for an organization and enables management to source and select candidates with the right fit.

Once employees have been recruited, they need to attend an orientation program where they are exposed to their employer’s corporate code of ethics as well as the company’s expectations for positive interpersonal communication.

Overcoming barriers

Companies need to consider that employees are “raw material” and possess skills and abilities that can be molded into an effective interpersonal communication style that suits and builds upon an organization’s culture. The goal is to institutionalize positive interpersonal skills within an organization’s work environment. This is accomplished through a series of dedicated skills training programs. As an experienced human resource management consultant, some of the programs most valuable in establishing, reinforcing and maintaining effective interpersonal communication in the workplace include the following topic areas:

Communication and organization culture — This program is used to help employees identify their own communication style, how style is closely related to occupational interests and how to best use their strengths to interact with their colleagues.

Communicating in a diverse environment — Today, companies represent a diverse population. Employers should teach employees to communicate in a cross-cultural environment. This includes understanding different ethnic cultures (and their respective philosophies), religion and beliefs and the impact these have on communication style.

Gender-free communication — Women have entered the workforce in unprecedented numbers and represent many levels within an organization. Yet at the same time, many of these women continue to use a communication style that only serves to challenge their ability to succeed. A program such as this would recognize and explore the differences in communication between men and women and also help employees improve their relationships.

Communicating respect in the workplace — Respect, in this context, includes developing a respect for the privacy of fellow employees for their personal and physical space and personal belongings. It also includes identifying both obvious and aggressive bullying as well as the subtle behaviours that lead to a poisonous workplace.

Communicating with assertiveness — Employees need to be assertive and confident in how they communicate their views. They must be able to say no, ask for what they need and communicate this in a clear, constructive and positive way. These assertiveness skills must be learned and practiced.

Communication for effective conflict management — Most people dislike and avoid dealing with conflict. Yet at the same time, companies can’t afford to allow differences of opinion or ways of doing things to get in the way of success. Training employees on a problem solving and conflict management model that outlines the process acceptable to the company will greatly improve communication and results.

Positive and powerful interpersonal communication skills are a key ingredient in overall corporate success and sustainability. It is not simply the responsibility of employees to individually improve their communication skills — corporations must take the lead as well.

This article originally appeared in the November 2008 issue of CMA Magazine

Barbara J. Bowes, FCHRP, CMC
Barbara Bowes is President of Legacy Bowes Group. She can be reached at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .