What to Say When…Tips and Scripts for Tricky Situations at Work


Lesson Info

...There Is a Miscommunication

What to say when there's a miscommunication. So here's the situation. A rush project is due and your manager gives you the final round of changes verbally. You implement them and when you submit the final version, you're told that what you did was not what was asked for. There was a miscommunication somewhere. So here's what you may be thinking and shouldn't say. "It's not my fault, that's not what you said." Here's a solution. Correct the mistake first, then identify how the miscommunication took place, and propose a solution to prevent it from happening in the future. Here's what you could say. "It looks like we had a miscommunication. "Here's what I heard you say or thought you meant." Then, use curiosity. "Is that what you understood? "How can we come to something fair "to both of us to solve the problem at hand? "And where was the communication breakdown, "so this never happens again?" Or, use humility. "I apologize for not double-checking. "Next time I will double-check "to make ...

sure we're on the same page." Or, humor perhaps in this situation. "Oops, I must have been practicing selective hearing." "Then, for the future, let's agree "to both take the time to put the changes "and the concept in writing. "That will clarify our next steps, "especially when it's a rush. The overarching idea is that, at the risk of annoying someone with what they may think is an obvious question, or at the risk of looking stupid for asking, always double check or confirm in writing that what you heard was indeed what was said, even when you feel sure. And be sure to take responsibility for your part in the miscommunication. That's just good team playing. Make sense?

It’s always important to know the right thing to say in various situations, but it’s particularly important at work. Getting tongue-tied or putting your foot in your mouth when speaking to a work colleague or superior could get you into trouble and impact your ability to thrive in your career.

So wouldn’t it be great if you had a virtual archive of precise language you can use in any professional situation? For example, what might you say when someone at work loses a loved one, when office politics get ugly or when a colleague isn’t pulling their weight?

Taught by Ilise Benun, an author and teacher known as the Marketing Mentor, this course provides you with concrete advice and guidance about how to handle a wide variety of situations and conversations. Using bite-sized videos that portray real-world situations, it will give you the tools you need to communicate clearly, appropriately and assertively at work.

In this class, you’ll learn how to:

  • Communicate with everyone in your professional arena, from bosses to direct reports, vendors to clients.
  • Avoid miscommunication when possible and recover from it when you can’t.
  • Go from people-pleaser to self-respecting professional.
  • Know the right thing to say at the right moment.
  • Take time to assess the situation before making your response.
  • Know when to speak and when to stay quiet.
  • Decide whether a written or a verbal response is more appropriate.