How We Communicate at Work Has Changed: 5 Keys to Getting It Right

You have more ways than ever to communicate with the people you work with.

But how you communicate — the language, tone and even timing — still dictates how the message lands, regardless of the communication channel you use.

How We Communicate Matters

Since you probably always want your message to land right, it’s important to recognize that the informal rules of workplace communication have changed a bit.

First off, the language we use at work is more casual across all communication channels.

More than 70% of people noticed changes in language, according to a Barclays LifeSkills study. Nearly three-quarters admit they communicate less formally — most of them saying Gen Z has influenced them to dial back the formality.

Even if you still love to address others with Sir or Ma’am, or close a message with Sincerely, don’t frown on this.

“The shift to more personable language is a positive one,” says Kirstie Mackey, head of Barclays LifeSkills. “However, it’s important to demonstrate an understanding of social etiquette in the workplace … Striking the right balance while still displaying your personality through your communications is key.”

Regardless of how formal you want to be, you still need to get the words right: You set the stage for work culture. Whether you have a group of veteran workers, a team of Gen Zs or a mix of generations, you want to communicate effectively.

Here are five tips for getting language at work right as it evolves:

1. Keep Your Audience in Mind

It doesn’t matter your generation. You can communicate well with any generation in your workplace. Just remember your audience.

“It is okay to change language based on the seniority of the person you are communicating with, or how well you know them,” says Mackey. “But be careful to not be overfamiliar while communicating in the workplace.”

So, if you’re dealing with a client who only communicates with the formality of the 1950s, you’d best do the same. And if you’re dealing with a long-time colleague who prefers informal texts and an appropriate joke, go right ahead. And if you have a team of millennials who prefer Slack, stay in touch that way.

2. Ask For, Identify Preferences

The best way to determine the ideal channels and tone for communicating at work is to ask colleagues about their preferences. At the same time, trust your judgement on what’s best for the circumstances.

“Think if what you’re saying can be a quick message, or needs the space an email can provide,” says Mackey. “If you’re not sure, don’t be afraid to ask their preference and adapt accordingly.”

But remember: You still decide what’s the best channel based on the message. Save confidential or complex information for personal conversations. Use email for lengthy and detailed information. Use chat apps and text messages for quick, limited-detail exchanges and confirmations.

3. Be Professional

Just because you’ve chosen a less formal tone and channel, remember to stay professional with all communication within the boundaries.

Several things to avoid:

• Gossip, backstabbing and finger-pointing
• Profanity
• Condescending tone and language, and
• Anything unethical or immoral.

4. Level the Tone

Being clear, concise and diplomatic when communicating at work is important. But it has some danger.

“The workplace is a busy environment, and inboxes are often full of emails, so it’s best to make your point or request quickly and concisely,” says Mackey. “However, there’s a fine line between getting to the point and coming across as rude. Try not to be too blunt, and if in doubt, ask a colleague to check your email before sending.”

If you need to address a sensitive subject or relay difficult news, check with a colleague to be sure you’ve chosen the right channel and that you have the language and tone right.

5. Keep Everyone in the Loop

“Email threads and instant messaging platforms have become blended into ‘conversations’ where formal openings and sign-offs might feel out of place. For the older generation, letter-writing etiquette might be drilled in enough that it is instinctive in any written communication. Whereas for Gen Z, social media has driven linguistic change and sped up the spread of language trends,” says Bailey

So instead of generalizing how people want to communicate, try to focus on leveling the playing field when it comes to language at work. Talk with your staff, too, about the way to share different kinds of messages. And finally, as the leader, be willing to use all of the channels your people need you to use.