What are common communication mistakes Digital Strategy professionals make during a conflict?

In conflict, instinct may drive us to react emotionally—escalating tension and eroding trust. To constructively address the issue, practice responding over reacting: pause to calm, listen actively, and communicate respectfully. This approach fosters dialogue, eases conflict, and paves the way for collaborative resolution.

One of the things that I find most effective is to breathe and stay silent for a couple of minutes. It seems obvious, but we live in a world of immediacy and many times we forget to take a moment to think, analyze, calm down and measure the consequences. of any action.

There is this proverb that you can only learn more when you plan together, you can never learn less.Addressing issues will require being open minded, unbiased, being less emotive and focused on the issues at hand. No knee jerk reaction or acting on impulse and doing more listening than talking and one will make more progress in conflicts

In my experience, assuming instead of asking is a common communication mistake that can hinder effective conflict resolution in the digital strategy field. It often occurs when one assumes they understand the thoughts, feelings, or intentions of the other party, without seeking clarification. These assumptions can be problematic because they are often based on one's own interpretations, experiences, or biases, which may not align with the actual perspectives or intentions of the other person. Such assumptions can lead to misunderstandings, miscommunication, and missed opportunities for finding common ground or creative solutions.

As a Digital Strategist, you must ask high-quality questions. You need to have the ability to elevate the conversation based on the audience's background, knowledge, and practices. Remove jargon that may confuse your listeners, and never assume intentions or reactions. The quality of your answers will be determined by the quality of your questions. But most importantly, approach your day-to-day work and conflicts with curiosity and humility. You can learn even more than what you are about to teach when you open your mind to the new.

When you are being criticized online, you typically are reading text. You cannot see the other person's body language which can provide important context. One of the things that impressed me while working for a 501(c)(6) member organization was the willingness of senior executives to reach out to members that complained online. Many times a simple phone call allowed both parties to better understand the other's position and led to a resolution. When in doubt, don't assume. Instead seek to connect.

I agree. Epictetus said it best. We have two ears and one mouth so that we can listen twice as much as we speak. Good Communication starts with listening and being present with another human being. That’s how we build relationships and this advice isn’t just for digital strategists, it’s for all of us who strive to be good human beings.

One of the most important things I have learned is to build open, trusted relationships and common ground at the start during scoping. Setting up the guardrails for communications such a regular tripartite meetings, as there are frequently three partners in a digitap transformation programme can ensure you start off right. Typically at least one person is reluctant to change and this could be for a variety of reasons. As their reluctance builds and they see something imperfect in another person within the team and call it out, they may see this as an opportunity to gain power or create conflict. Addressing any tension up front 1-1, as soon as you spot it allows you to address it and create a culture of trust and collaboration.

Mistake 3 is prioritizing talking over listening. Instead of explaining or interrupting, focus on listening attentively, respectfully, and compassionately. Give your full attention, paraphrase the other person's words, and offer feedback and support. This approach demonstrates your care, fosters trust, and helps identify common ground and solutions in conflicts.

Very key point indeed. Generalities do not resolve anything. One key tip: Try to find out where the generality comes from, who specifically said it? There is a chance that the person talking in generalities (like: They are all against you here, I am your only friend), is the one who talks between the parties fueling the conflict.

This is a very good point. When you generalizing it's a wrong path which lead to even more conflict. Finding specific points like data or other proves can make more sense in any argument. Data has no emotions, just figures which can make your position stronger or weaker instead. Also, having real proves based on data can help negotiate.

This talks to my favourite topic - intersectionality. no one ascribes to a linear identity and can fall under an 'everyone' banner - by looking at work and briefs through an intersectional lens we can create deeper and more meaningful relationships

Mistake 5 involves avoiding conflicts rather than addressing them. Don't assume they will disappear on their own. Be proactive, courageous, and responsible by initiating or participating in constructive conversations to resolve issues. Avoidance only leads to more problems and misunderstandings, while addressing prevents escalation and recurrence of conflicts.

Es gibt ja verschiedene Menschen. Da gibt es diejenigen, die offen sind für Konflikte und dienigen, die Konflikte lieber scheuen. Ich gehöre zu den zweiteren. Mir fällt es schwer, Konflikte anzusprechen. Auch wenn ich denke, dass ich nichts gesagt habe, hat mein Gesicht aber meist schon tausend Worte gesprochen. Denn Kommunikation passiert auch nonverbal. Das sollten wir nie vergessen.

I think this, particularly in North America, is the biggest issue I see. Folks have a very difficult time having tough conversations.

When faced with conflict, it can often be easiest to resort to written communication. However, this can sometimes cause more additional problems as written communication lacks nuance, tone, and intonation. In my opinion, the best way to address conflict is through asynchronous voice communication. Allow the participants to hear one another, while also giving the time to listen, maybe even a few times, collect one’s thoughts, and respond accordingly. It takes the pressure of a real life conversation away, while also removing the potential for further miscommunication. Finally, if an error has been made— own up to it as quickly as possible. Everyone makes mistakes, it’s how we react to them that is most important.

Hit pause. The often overlooked item is content scheduling. While this is a fantastic tool to keep control of a content and publishing calendar, it is often the main reason for these "tone-deaf" posts and communications. When crisis hits, hit pause on your scheduled communications and take back control of the driving wheel.

To cut through you need to be fairly non-emotional, however conflicted it may make you feel inside. Stick to facts, you only know what’s communicated. Deflect any outbursts by bringing it back to the problem you need to solve. Remind yourself that you can control your own feelings but not those of other people. Clarify if this is opinion versus expertise.