Differences in Communication Either through personal interviews or research, identify several differences in communication practices between your own culture and another culture that interests you.Ch

Communicating at Work: A Reflection from a University Admissions Counselor

Jennifer Bacuylima

St. Thomas University

ORG-400-OL1

Professor Aaron Payne

Introduction

In my role as a university Admissions Counselor, communication is something I do every day—whether it’s speaking with students, guiding families through the admissions process, or working alongside coworkers. Until I sat down and tracked my daily conversations, I had not realized how much communication influences every aspect of my job. It is something I have always taken for granted.

In this reflection, I would like to discuss a time when communication did not go as planned. It’s not easy to admit mistakes, but this experience helped me grow. I’ll also discuss the type of communication I use most frequently at work, how it contributed to the situation, and what I’ve learned from it. Using insights from Communicating at Work by Adler et al. (2023) and a study by Wang and Haggerty (2020), I’ll explain what went wrong, how I’ve started to improve, and what I’m doing to prevent future mix-ups.

The Type of Communication I Use Most

In my day-to-day work, the kind of communication I lean on most is what Adler et al. (2023) refer to as horizontal communication. That means I interact primarily with people at the same level—other Admissions Counselors. We collaborate on projects such as information sessions, campus tours, and outreach events. We share ideas, divide tasks, and check in with each other often.

This kind of communication makes things feel easy and efficient most of the time. It’s informal and friendly, and we usually accomplish a lot. But there’s a downside too—when everyone shares responsibilities, it’s easy for specific tasks to be overlooked because we all assume someone else is handling it.

Wang and Haggerty (2020) explain that horizontal communication works best when teams are very clear about who’s doing what. When roles aren’t defined clearly, small but significant steps can be missed. That’s precisely what happened during one of our virtual events.

A Workplace Communication Breakdown

A few weeks ago, we had an essential online admissions event. We were excited because it had been heavily promoted and many families had registered. At first, it seemed like everything was lined up and ready to go. We had the agenda, reminders, and student lists all in place.

However, on the day of the event, we began receiving emails from students and parents stating that they hadn’t received the Zoom link. I immediately checked my inbox and couldn’t find it either. Then I reached out to a few coworkers—none of them had it. That’s when we realized: no one had sent the link.

No one was directly to blame—it was more like something simple slipped past us all. We each thought someone else had done it. It was one of those situations where everyone thought it was taken care of, but no one had actually followed through. That’s where the breakdown happened.

Adler et al. (2023) talk about how effective communication requires sending the message, making sure it’s understood, and confirming that action is taken. We completely skipped that last part. Without follow-up, even a well-planned event can fall apart.

My Communication Weaknesses

This whole experience made me take a hard look at how I communicate. I’ve realized that one area I struggle with is asking clear questions when things are being assigned. I often assume that if something is mentioned in a meeting, someone else will handle it.

I’ve also noticed that I tend to multitask during meetings. I might be looking at emails or trying to wrap up something else while the team is discussing plans. Because of that, I miss details. Adler et al. (2023) emphasize the importance of active listening, which means paying attention and confirming your understanding. That’s something I need to work on improving.

And finally, I’ve learned that I don’t always follow up. Once a meeting ends, I sometimes forget to check if things were completed. Wang and Haggerty (2020) point out that when teams lack clear ways to track tasks, it leads to problems—just as we saw with the missing Zoom link.

What Caused the Breakdown and How to Fix It

When I reflect on what caused the problem, it wasn’t a lack of effort. It was a lack of clarity and confirmation. We had planned the event well, but we didn’t assign someone to send the Zoom link. And we didn’t verify that it was done.

Looking ahead, I’ve made up my mind to change three things about the way I communicate. First, I will ask directly who is doing what. Even if it seems obvious, it’s worth confirming. Second, I’m working on becoming a better listener by staying focused during meetings and taking notes on key tasks. And third, I’m setting reminders for myself to follow up with teammates after meetings.

Even a brief follow-up message, such as “Did this get sent out?” could prevent issues before they arise.

Improving with Simple Tools and Habits

We’ve started to use a shared checklist for event planning. Each item has a name and deadline next to it, so everyone knows what they’re responsible for. When we use tools to stay organized and communicate clearly, the whole team runs more smoothly.

We also hold a short meeting the day before each event. It’s just 10 or 15 minutes, but it gives us time to review the checklist and ensure everything is ready. These little changes have already made a difference.

I’ve also started asking more questions and sending more follow-up messages. I used to worry that asking too many questions might annoy people. Now I realize it shows that I care about doing the job right.

Conclusion

This reflection reminded me that communication isn’t just about what you say—it’s about what you follow through on. The Zoom link issue was a simple mistake, but it could have been avoided with just a little more clarity and follow-up.

Horizontal communication is something I use every day, and when it’s done well, it’s powerful. However, when people make assumptions and skip steps, it can lead to confusion. That’s why I’ve started paying closer attention, asking more questions, and utilizing tools to stay organized.

In the end, communication is more than just talking—it’s about being reliable and showing you care about the team’s success.

References

Adler, R. B., Maresh-Fuehrer, M., Elmhorst, J. M., & Lucas, K. (2023). Communicating at work (13th ed.). McGraw-Hill Education.

Ahmed, S., & Daud, S. (2022). The role of feedback in effective team performance: A communication-based perspective. Journal of Organizational Psychology, 22(1), 34–45.

Chen, J., Zhao, X., & Zhou, Y. (2020). Team accountability and communication transparency in virtual collaboration. International Journal of Business Communication, 57(3), 395–414.

Keyton, J., Ford, D. J., & Smith, F. L. (2021). Miscommunication and task failures in organizational teamwork. Management Communication Quarterly, 35(2), 237–259.

LePine, J. A., Piccolo, R. F., Jackson, C. L., Mathieu, J. E., & Saul, J. R. (2018). Clarifying task responsibilities in interdependent teams. Academy of Management Journal, 61(4), 1399–1421.

Wang, Y., & Haggerty, N. (2020). Enhancing team coordination and effectiveness through horizontal communication. Group & Organization Management, 45(1), 25–56.