Workplace Communication: Common Problems and How HR Can Help

Written by: Izz murtada

Think about the last time a message at work was misunderstood. Maybe an email was read the wrong way. Maybe a task was done late because nobody was told the deadline. These small things happen in every company, big or small. When they happen again and again, they can hurt teamwork, mood and even the business itself.

In this article, we look at common communication problems at work and how HR can help. We also look at what the Employment Act 1955 (Act 265) says about some of these matters.

Why Workplace Communication Matters

Good communication means people know what to do, when to do it and who to ask for help. When communication is clear, work runs smoothly. Staff feel respected and trust grows.

When communication is poor, people guess. Guessing leads to mistakes, stress and unhappy staff. Some employees may stay quiet about a problem until it becomes too big to fix.

The Act also shows how much clear communication matters. Under Section 10, a contract of service for more than one month must be in writing. It must also say how either side can end the contract. Writing things down clearly helps both the employer and the employee understand their duties from day one.

Miscommunication Between Employees and Managers

This is one of the most common problems. A manager may think the instruction was clear, but the employee understood something different. Or the employee has a problem but feels afraid to tell the manager.

Here are some common signs:

• Work is done wrongly because the instruction was not clear
• Employees do not ask questions because they feel shy or afraid
• Managers do not listen well or are always too busy

The Act gives a few examples where speaking up and writing things down protect both sides. Section 12 says the length of notice to end a contract should be the same for the employer and the employee. It should be set in writing in the contract. If nothing is written, the Act gives a minimum notice period. Section 15 also says that an employee who is absent for more than two working days in a row, without leave, may be seen as breaking the contract. But there is an exception if the employee has a good reason and told the employer, or tried to tell the employer, as early as possible. So a simple message to your manager really matters.

A good tip is to repeat the task back in simple words. For example, “Just to confirm, you want the report by Friday at 3pm, right?” This takes only a few seconds and avoids many problems.

Communication Between Departments

Many companies have teams that work separately. HR, finance, sales and operations may each have their own way of doing things. When they do not share information, work gets stuck.

For example, if the sales team promises something to a customer but does not tell the operations team, the customer will be unhappy. Or if HR changes a leave process but does not tell the department heads, many staff will be confused.

Some ways to improve this:

• Hold a short meeting every week or two so departments can share updates
• Use one main channel for important notices, so nothing gets lost
• Make it clear who is in charge of what

Section 61 of the Act is a good example of why records matter. It says employers must keep registers with information about each employee, and keep them for at least six years. Good records need information to flow properly between departments, especially between HR and payroll.

Giving and Receiving Feedback

Feedback can be hard for everyone. Managers worry about hurting feelings. Employees worry about being judged. So some people say nothing, and problems grow.

Good feedback is kind, clear and specific. Instead of saying “Your work is bad,” try “The report had a few number errors. Let’s check them together next time.” The focus is on the work, not the person.

When feedback is about serious misconduct, the Act sets a clear path. Section 14 says an employer can only dismiss, downgrade or punish an employee for misconduct after “due inquiry”. That means the employer must look into the matter properly and give the employee a fair chance to be heard. Talking openly and fairly is part of the process.

Feedback also goes both ways. Employees should feel safe to share their ideas and worries with their managers.

Some matters need extra care. Under Section 81B, when an employee makes a complaint of sexual harassment, the employer must inquire into it. Section 81H also says the employer must always display a notice about sexual harassment at the workplace. This shows that employees must have a safe and clear way to speak up.

Creating Better Communication Practices

Here are some simple steps any company can start with:

1. Be clear. Use simple words. Give the “what”, “when” and “who” for each task.
2. Write important things down. Contracts, warnings, approvals and changes should be in writing. For example, under Sections 60P and 60Q, an employee may apply for a flexible working arrangement in writing. The employer must reply within sixty days. If the answer is no, the employer must give the reason in writing.
3. Listen first. Let people finish speaking before you reply.
4. Make speaking up safe. Employees should know who to go to and feel that they will be treated fairly.
5. Check in often. Short one on one chats help catch small issues early.
6. Train your managers. Being a good worker does not always mean being a good communicator. Managers can learn this skill.

If a problem cannot be solved inside the company, employees can also go to the Director General of Labour. Under Section 69, the Director General can look into disputes about wages and other payments owed to an employee. It is always better, though, to solve problems early through open and fair talks.

Good communication does not happen by chance. It takes clear policies, trained managers and a workplace where people feel safe to speak. If your company needs help with this, Kita Strategies is here to support you. As an HR consulting company in Malaysia, we help businesses build clear HR policies, write proper employment contracts and handle staff matters with care and fairness. Feel free to reach out to us for a friendly chat about how we can help your team communicate better and work better together.