Effective Communication in a Remote Work Environment
What’s your work week like lately? Many of us find that the boundaries between work and home have become increasingly unclear as we adjust to life during the pandemic. It’s common to miss the daily interactions and casual conversations we once took for granted, whether it’s celebrating a birthday in the break room or toasting a colleague’s work anniversary. These day-to-day exchanges, rich in non-verbal cues, are hard to replicate over video calls.
As we adapt to this fully remote work setting, it’s clear that workplace communication has evolved. Teams are now required to maintain clarity during phone calls, express themselves effectively via email, and share big ideas on platforms like Slack. So how can we navigate this new landscape successfully? This week’s episode features Lindsay Kohler, a behavioral scientist from a U.K. consultancy, who provides insights on improving communication in remote scenarios. Check out the conversation guide Lindsay discusses in our chat!
Lindsay highlights a notable statistic: we’re 2.5 times more likely to perceive poor work behavior, like incompetence or mistrust, when working virtually compared to when we're in the same location. In the past, if conflicts arose, we could gauge someone’s reaction with a glance or a casual check-in. Those nuances are lost in remote communication.
She emphasizes the importance of not jumping to negative conclusions about colleagues. “When you feel frustrated, don’t assume someone is being difficult; they may just be dealing with their own challenges,” she advises. Picking up the phone or sending a quick chat can help bridge that gap.
Lindsay also points out the shift towards output-based performance management. Companies will increasingly focus on results rather than hours logged. “Those who excelled before will thrive, while those who relied solely on being present from 9 to 5 will face challenges,” she explains.
She breaks down various biases, including similarity bias and explanation bias, which can cloud our judgment. She shares her own experiences of mental fatigue during lockdown and the strategies she's using to cope.
To enhance communication, Lindsay suggests replicating spontaneous office interactions. It’s beneficial to simply reach out to colleagues with a friendly “hello.” Creating intentional boundaries between work and personal life is also essential. We’ll cover practical tips for doing just that.
In our mailbag section, we address inquiries about refinancing student loans, backdoor Roth conversions, IRA contributions, and whether it’s wiser to pay off loans or invest in the stock market. Finally, we discuss how Netflix can positively impact your credit score.
Transcript
Lindsay Kohler: (00:01)
Previously, if disagreements occurred, a quick look at a colleague’s face or a simple nudge could resolve it. Currently, we lack that immediate interaction.
Jean Chatzky: (00:19)
Today’s episode is supported by Fidelity Investments. Whether you’re saving for short-term or long-term goals, Fidelity offers tools to help you. Visit Fidelity.com/HerMoney for more information.
Jean Chatzky: (00:34)
Hi everyone, I’m Jean Chatzky. Thanks for tuning in. Many of you listen during your work week. We publish on Wednesdays, and by Friday, about 14,000 of you have tuned in. I hope your work week is going well. But what does that even mean these days? The lines between work and home have become increasingly blurred. I’ve heard from listeners missing their commutes and the human interactions we once had, like celebrating birthdays or enjoying lunch together. It’s these everyday interactions, laden with non-verbal cues, that we miss the most. As we navigate this new era of remote work, it’s vital to maintain clarity in our communications. Today, we’ll explore this with Lindsay Kohler, a lead behavioral scientist from a U.K. consultancy with extensive experience in Fortune 500 companies.
Lindsay Kohler: (03:19)
I’m glad to be here. Thanks for having me.
Jean Chatzky: (03:22)
Can you share more about your work?
Lindsay Kohler: (03:26)
Of course! As a behavioral scientist, I explore why we make certain decisions and behave in specific ways, especially regarding employee engagement. I initially focused on health and financial decision-making and sought to understand why traditional approaches to behavior change were often ineffective. This led me to apply insights from psychology and behavioral science to enhance engagement and performance in the workplace.
Jean Chatzky: (04:30)
I’m a fan of behavioral science! It offers valuable insights for managing money and health. People often struggle to change habits, despite understanding what they should do. I’m curious about how this relates to workplace communication, an area that’s particularly challenging.
Lindsay Kohler: (05:34)
It’s incredibly exhausting. There’s a term for it: Zoom fatigue. This phenomenon highlights why virtual interactions can feel more draining than in-person conversations. We have to concentrate more, missing subtle cues that we’d pick up face-to-face. Video calls create a sense of being watched, which adds stress. Informal conversations are harder to initiate, leading to more scheduled formal exchanges.
Jean Chatzky: (06:45)
Scheduling everything can feel awkward. As a leader, I hesitate to call colleagues without setting a time, fearing disruption. Do you think this shift to remote work was always on the horizon or accelerated by COVID-19?
Lindsay Kohler: (07:26)
It varies by industry. In tech, remote work was already prevalent, while traditional sectors faced challenges adapting. COVID-19 forced many to realize their adaptability, revealing significant issues such as mental health and workplace inequality.
Jean Chatzky: (08:31)
What specific problems have emerged during this shift?
Lindsay Kohler: (08:48)
COVID has highlighted fairness issues between those working on-site and those at home. This has exposed underlying privilege and inequality, leading to perceptions of resentment among different employee groups.
Jean Chatzky: (10:07)
How can we address these inequalities as individuals and as employers?
Lindsay Kohler: (10:30)
Employers should prioritize recognition and support for frontline workers who face challenges daily, ensuring they feel valued. Individuals can engage in empathetic communication, acknowledging their privileged positions and listening to those with different experiences.
Jean Chatzky: (12:17)
Let’s shift to effective communication. When we can’t meet in person, how can we avoid misinterpretations and assumptions?
Lindsay Kohler: (12:40)
This is an important topic. Research indicates we tend to assume the worst about virtual colleagues. For instance, we’re more likely to perceive incompetence or mistrust with those we don’t see in person. This highlights the need for fostering trust within teams.
Jean Chatzky: (14:13)
Absolutely.
Lindsay Kohler: (14:13)
We often attribute poor behavior to character flaws rather than situational factors. For instance, if someone cuts you off in traffic, we might label them as rude without considering their circumstances. Remember not to jump to conclusions about coworkers; they might be facing challenges of their own.
Jean Chatzky: (14:48)
This mistrust often stems from a corporate culture that prioritizes face time over results. Do you think this perception has shifted during the pandemic?
Lindsay Kohler: (15:30)
Some may have changed their views, but I doubt many will advocate for a shift to output-based performance management. Many organizations still cling to traditional metrics, which may not reflect true productivity.
Jean Chatzky: (16:56)
Earlier, you mentioned that biases at work have intensified. Can you elaborate on that?
Lindsay Kohler: (17:06)
Certainly! Traditionally male-dominated industries, such as tech and finance, have seen a regression in gender balance. COVID-19 has exacerbated existing hiring biases. Three notable biases are explanation bias, confirmation bias, and similarity bias.
Jean Chatzky: (18:04)
I’m curious about explanation bias.
Lindsay Kohler: (18:13)
Explanation bias occurs when we form a narrative around an outcome without considering alternative explanations. For instance, assuming a man was hired over a woman solely because he was better qualified, disregarding any gender bias. This bias can be exacerbated by mental fatigue during lockdown.
Jean Chatzky: (19:54)
It’s essential to challenge these biases, especially during this time of significant social change.
Jean Chatzky: (25:52)
Lindsay, thank you for this enlightening conversation.
Jean Chatzky: (25:54)
We’ll be back with Kathryn and your mailbag.
Jean Chatzky: (25:58)
Kathryn joins us now. I’m in New Jersey; she’s in New York. Hey Kathryn.
Kathryn Tuggle: (26:14)
Hello, Jean. How’s it going?
Jean Chatzky: (26:17)
Are you feeling the strain of all these Zoom chats?
Kathryn Tuggle: (26:22)
Absolutely! I’m a walker and talker; I generate ideas by moving around. But now, my friends want to Zoom instead of just chatting on the phone, which feels too formal.
Jean Chatzky: (26:52)
I’ve also moved away from many Zoom calls, opting for phone calls instead, which has caused some tension at home.
Kathryn Tuggle: (28:07)
I can only imagine how difficult it is for parents managing kids during this time.
Jean Chatzky: (28:13)
Let’s address some listener questions.
Kathryn Tuggle: (28:18)
Our first question comes from Carrie, who is concerned about her family’s $79,424.11 debt from her daughter’s education. They’re paying $1,200 monthly across seven loans. What can they do to lower interest rates?
Jean Chatzky: (29:04)
Now is an ideal time to refinance with a bank or credit union. Just be aware that refinancing federally backed loans means losing certain repayment provisions. If you and your daughter aren't relying on those provisions, refinancing could save you money. Shop around for the best rates.
Kathryn Tuggle: (30:41)
I completely agree. Next, we have Julie, who has recently eliminated her student loans.
Jean Chatzky: (30:57)
Fantastic!
Kathryn Tuggle: (30:57)
Amazing! She wants to maximize her IRA contributions but is also considering increasing her emergency savings. What do you recommend?
Jean Chatzky: (31:45)
Given her situation, I’d prioritize bolstering her emergency savings. Having a solid financial cushion is crucial, especially in uncertain times.
Kathryn Tuggle: (33:50)
Our last question is from an anonymous listener who is unsure whether to pay off loans or invest in the stock market. What should she do?
Jean Chatzky: (34:19)
Focus on your retirement savings first. Consider tax-advantaged accounts like IRAs or 401(k)s for investing. Given market volatility, I’d recommend dollar-cost averaging with your investments for better risk management.
Kathryn Tuggle: (38:04)
Thank you, Jean, for your insights!
Jean Chatzky: (38:06)
In today's Thrive, learn how Netflix can enhance your credit score.
By sharing your Netflix payment history via Experian Boost, you might see a rise in your credit score. This program helps build credit profiles by considering alternative data. With positive payment histories included, many users reported an average 13-point increase in their scores. Remember, improving your credit takes time and consistency.
Thank you for joining us! We appreciate Lindsay Kohler’s valuable insights on workplace communication. If you enjoyed the episode, consider subscribing on Apple Podcasts, and we welcome your reviews. A big thanks to our sponsor, Fidelity, and to our production team.
