Case Study: Turning Communication Breakdowns into Collaborative Partnerships
Challenge
Rebekah, a talented engineer, was frustrated by repeated interactions with a colleague from another department. He often came to her with problems but:
Didn’t follow the instructions she provided
Forgot the steps he’d taken that caused the issue
Reacted with irritation when she asked clarifying questions
Their conversations left Rebekah feeling defensive and braced for conflict. From an HR perspective, situations like this can quietly erode cross-department collaboration, project efficiency, and morale if left unaddressed.
Coaching Approach
The coaching focused on helping Rebekah step out of a defensive stance and into proactive, values-based communication.
1. Define Success in the Relationship
Rebekah identified “Mutual Respect” as the goal for her working relationship with this colleague—meaning:
An understanding of each other’s work needs
Communication that is both helpful and mindful
A sense that both are working toward the same purpose
2. Reflect on Her Own Role
Through coaching, Rebekah realized she had been approaching conversations only from her perspective as an engineer—focusing on the technical complexity of fixing the problem—without considering her colleague’s need to resolve issues quickly so he could move forward with his own work.
3. Shift Questioning Style to Reduce Defensiveness
Rebekah recognized that her habit of asking closed-ended questions (“Did you try X?” “Why didn’t you do Y?”) made her colleague feel confronted. This defensiveness created further strain.
4. Implement New Communication Strategies
She committed to two changes:
Ask open-ended questions to invite detailed responses, e.g., instead of “Did you try XYZ?” she would ask, “Can you walk me through what happened?”
Acknowledge his perspective by recognizing his priorities, e.g., “I know you need this ready for your next client meeting—let me see what I can do.”
Outcome
By adjusting her communication approach, Rebekah:
Reduced tension and defensiveness in conversations
Fostered a more collaborative working relationship
Improved problem-solving speed and accuracy by getting fuller information upfront
Organizational Impact
When employees are equipped with the communication skills to navigate challenging interactions:
Cross-functional collaboration strengthens
Project delays decrease due to clearer exchanges of information
Morale improves as employees feel respected and understood
HR spends less time mediating interpersonal conflicts
Call-to-Action for HR and L&D Leaders
If communication breakdowns are slowing projects or creating friction between teams, targeted coaching can equip employees with the tools to turn tension into collaboration—improving both performance and workplace culture.
→ Let’s talk about how to build stronger cross-functional communication skills in your organization.