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Running head: LANGUAGE MISCOMMUNICATION IN THE WORKPLACE

Language Miscommunication in the Workplace

Jenna Marie M. Tumang
University of Kentucky

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LANGUAGE MISCOMMUNICATION IN THE WORKPLACE
Abstract
Miscommunication in the workplace is caused by many different features, such as
language differences, body language, and swearing. Culture plays a huge role in language
differences. The ability to understand one culture and the ability to bond with other cultures
allows for greater communication skills in the work field. Nonverbal communication makes up
93% of communication, which means body language is a key factor in communication. One final
factor that causes miscommunication in the workplace is swearing. Swearing can either help or
harm a career based on the environment of a company. It is essential to understand all these
factors of communication in order to avoid miscommunication in the workplace.
Keywords: language, body language, swearing, language barriers, miscommunication

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LANGUAGE MISCOMMUNICATION IN THE WORKPLACE
Language Miscommunication in the Workplace
Imagine two co-workers talking about the latest project, one Hispanic and the other
American. The Hispanic has a really thick accent and barely speaks English, and the American
has terrible posture and rolling his eyes every time the Hispanic has trouble interpreting the
conversation. Clearly some miscommunication is happening in this interaction, and that
miscommunication relates to the language being used. Language is so much more than just
speaking English verse Spanish; it can be actions through body language or certain words used in
conversation, such as offensive language. The way we communicate these different forms of
language can impact any conversation or environment. In the situation above, understanding of
communication behaviors could have changed the outcome of the discussion. With language
fluency of the Hispanic and the body language control of the American the situation could have
been avoided. Overall, several miscommunication mishaps in the workplace result from
variations in language barriers, body language, spoken words and how they are interpreted.
The first thing that usually comes to mind when talking about language
miscommunication in the workplace is differences in the languages spoken around the world.
Even though English is the primary language in the U.S., many businesses have many employees
whose first language is not English, causing many issues in the productivity of the business
because co-workers and/or supervisors may not be able to communicate in an efficient way to
solve a particular problem (Turner, 2013). One situation that can lead to this miscommunication
is if English is not a persons primary language, they will not be able understand business lingo
and terminology (Koeppei, 2014). Which could then possibly lead to so much more than just
miscommunicating a problem it can also lead to not being able to succeed in the company. In an
interview, Koeppei (2014) found how hard it is to succeed in an American business from Vincent

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Roberts, a French speaking Swiss watchmaker who said: I was very limited in the language
when it came to technical words and expressions. It was not easy to confront someone or defend
my decisions. I had few resources, and I felt like a failure. It was frustrating, and I ended up
letting people walk all over me (Koeppei, 2013, p. 1). Nevertheless, Roberts was not the only
one facing this problem. Many employees who immigrated to the U.S. or speak English as a
second language suffer from this very issue.
It is hard for many to communicate and seek help from someone not familiar with their
native language, so they end up seeking comfort by working alongside others from their home
country, or even family members (Koeppei, 2014 p. 1). However, this problem can happen in
the international business as well. When a company does overseas for business partnerships, an
English speaker goes to a new country with a foreign language. In order to fix this language
barrier they either spend money on a computer translator, or pay for an interpreter to stand in
during the meeting (Turner, 2013). The problem of miscommunication through language barriers
in the workplace will always continue, the solution is finding a way to deal with and adopt to the
difference. On the other hand miscommunication does not just stop with language barriers but in
non-verbal communication as well.
Body language may not be defined as a spoken language like English or Chinese, but it
still has its importance when communicating with others. Body language is defined as
unconscious, nonverbal cues that are tremendously difficult to fully analyze. Common nonverbal
include shrugging, eye-rolling, standing with hands crossed, nodding, or even smiling, but in the
workplace, body language can be easy to misinterpret (Keatley, 2013). In a company, a
supervisors body language says a lot about them and how they lead. To their workers they may
seem unapproachable because their confident body language may be taken as harsh or mean.

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Which could cause problems in the workplace because employers may then become intimidated
by their supervisor, and they will not approach their supervisor about issues or may misinform
them on the progress of their work.
However, the supervisors body language is not the only one that can be misinterpreted, it
also applies to co-workers. When communicating about a project, one co-worker could have the
body language that suggests he or she seems uninterested or frustrated in what the other person is
saying, when in reality the employee is interested in what the co-work has to say. Since he or she
seems uninterested, the co-worker may feel underappreciated. One example is standing with your
hands on your hips. In western culture, this gesture is an unconscious thing to do when thinking
or to rest your arms, but in other cultures this gesture is a sign of aggression or frustration
(Keatley, 2013). This one small thing can lead to many different miscommunications between
co-workers, bosses, and CEOs, along with so many other gestures. Research has shown that
communication consists of 55% body language, 38% tonality and 7% words (Importance of
Body Language, 2013) which is demonstrated in Figure 1. Therefore, it is important to try and
understand someone elses body language but to also monitor our own body language in order to
minimize the opportunities for miscommunication.

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Figure 1. Elements of Personal Communication. The broke down of communication in a pie
chart. (Effective Communication, 2012).
The new abc original series, Seflie, is a perfect example of workplace miscommunication
in the media. The show is about a narcissistic woman, Eliza Dooley, who is obsessed with social
media and her appearance. At work Eliza never properly communicated with her co-workers
because she had terrible body language. Every time a co-worker would try to talk to her, she
would roll her eyes, have bad posture, or be on her phone the entire time, and as a result no one
wanted to communicate with her. However this all started to change when Eliza asks one of her
co-workers, Henry Higgs, to help her change her image. Henry then starts teaching Eliza how to
properly communicate with others. He tells her to listen what others are saying, to put down her
phone, to make eye contact, and to have positive forms of body language. Figure 2 shows Henry
telling Eliza how to communicate with others. Even as Eliza is trying to shape her body language
to better communicate with her co-workers, she is able to use a well enhanced vocabulary in
order to effectively communicate, which is something other employees lack.

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Figure 2. Selfie. Henry telling Eliza how to properly communicate with her co-workers. (Fashion
Style, 2014).
One of the most important styles of communication, as it has been for centuries, is the
spoken language. Within the workplace keeping any forms of formality is utmost desirable. Any
causal forms of language, such as swearing, should be left out. In a recent study by
CareerBuilding.com shows that 81% of employers believe that swearing questions an
employees professionalism (Tuggle, 2012). Swearing has become a normal part of our everyday
lives, but that does not mean it is always a good idea to swear in the workplace. Cursing is all
about perception and it can have a big influence on how supervisors and co-workers perceive
workers, either god or bad. Some people believe constant swearing to show a lack of
intelligence, and/or a lack of control. In the same study mentioned before, 57% of mangers say
they would less likely promote someone who swearing (Tuggle, 2014). Mangers would not want
to promote someone who constantly swearing because it can send the wrong message to other
employees and clients. If a supervisor uses swear words often when speaking to employees, it
can cause miscommunication and misunderstanding. The more they swear the less their workers
would trust them, and the more conflict will arise. The workers may start to believe their
supervisor is a generally rude and angry person, who does not know how to handle stressful
situations. As Jennifer Grasz, spokesperson for CareerBuilding.com, once said, The higher up
the ladder you go, the more likely you are to be facing clients ad executives, and you cant be
someone who flies of the handle (2012).
However others believe swearing is harmless and adds humor or life to awkward work
situations. Even though the CareerBuilding.com survey says that most bosses would less likely
promote a swearer, more than half of those same people say they do it anyway (Moran, 2012).

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Not all bosses found swearing to ruin a work environment, but it is good to keep in mind that of
how the swear words are used, where they are said, and their context. Miscommunication caused
by swearing can all be avoided if the person swearing understands the five Ws of swearing: who
they are saying it to, what they are saying, when they are said, where the word is said, and why
they are saying it. It would be a safer bet to swear to other colleagues who do not mind the
swearing, or would swear along with you. Also there is a huge difference between accidentally
swearing because of a jammed printer, and swearing to someones face out of angry (Moran,
2012). Overall depending on the environment of business, should determine how swearing
should be handled in the workplace.
In conclusion, language is a huge cause of miscommunication in the workplace, because
so many different forms of communication can be misinterpreted in many ways causing
miscommunication. It could be as simple as not understanding someone because of their accent
or lack of speaking a certain language, or as complex as trying to read someones body cues and
gestures. This problem will always continue and can never be truly fixed, but there are always
steps that can be taken to help minimize the miscommunication. When dealing with language
barriers, it may be helpful to refrain from using American slang, and to be patient with nonnative speakers. This also would help them feel more a part of the company. Another form of
language barrier, swearing, can either be helpful or detrimental in a company. When
communicating with colleagues one has to remember and pay attention to the five Ws of
swearing in order to keep from miscommunication. As far as body language issues, do not over
think certain gestures and remember eye contact is key when listening to a fellow co-worker.
Communication in the workplace is one of the most important aspects of working for a firm

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along with doing the required job description. A miscommunication in the workplace can lead to
lead anywhere from a situation gone awry to the loss of the job.

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References
Keatley, D. (2013, December 16). Body talk: How body language affects workplace morale. The
Conversation. Retrieved from: http://theconversation.com
Koeppei, D. (2006, July 4). The workplace: Adapting to diversity. The New York Times.
Received from: http://www.nytimes.com
Moran, G. (2012, September 27). 3 things to consider about swearing at work. Entrepreneuor.
Received from: http://www.entrepreneur.com/
The importance of body language in the workplace. (2013). The School of Etiquette. Retrieved
from: http://www.etischool.co.za/The-Importance-of-Body-Language-in-the-Workplace
Tuggle, K. (2012, August 2). Watch your mouth: Cursing in the workplace could get you fired.
Fox Business. Retrieved from: www.foxbusiness.com
Turner, J. (2013, August 29). Language barriers in the workplace. Careerealism. Retrieved from:
www.careeralism.com/language-barriers-workplace/