communications Archives | The Glasshammer

“You are stronger than you think,” reflects Bessie Kokalis Pescio on the best piece of advice someone gave her as she embarked upon a new hobby of cold-water swimming last fall. “What a true statement. Perseverance and resilience apply to swimming as well as work.”

The pandemic she believes has evoked progress in the workplace as it pertains to creating more access and interaction between senior leaders and employees, creating opportunity for careers to flourish. She comments on how interesting it is that employee habits changed so quickly and how things shifted when the traditional working environment went remote.

“The pandemic created a democratization of communications. How much easier is it to get in touch, to send a message to a senior executive now than before? Even the CEO is accessible in a way that wasn’t possible until recently. Throughout his inaugural listening tour we had 15,000 people interacting with him, asking questions and sharing their perspective.”

She is passionate about connecting people and letting them tell their stories. She is excited to see the electronic PMI platform, called One PMI, let people connect in a way that wasn’t used as optimally pre-pandemic. She cites that when you combine the right types of tools, it helps connect people to others and to their communities with pride and dignity as something that is energizing her at work right now.

“We have a unique opportunity to facilitate a dialogue between senior leaders and employees. A two-way conversation to learn what people want to talk about is now possible with technology and intent.”

In fact, this idea of a two-way conversation between managers and employees is at the heart of the PMI’s internal communications strategy and exploring what success, growth, and belonging looks like for each person is the central tenet for this year. She adds that the three main questions that occur are around how to be successful, how to grow and what can people contribute to be part of a community. This came through time and time again, and giving people a range of ways to connect and relate to each other, from podcasts to panels, is at the heart of the progress plan.

“People are tired of slogans and campaigns and want to see how the workplace is experienced. Who doesn’t? You have got to be straight with people and transparent. You have to do what you say you are doing to make work ‘work’ for people today.”

The Path to PMI

Kokalis Pescio grew up in a bilingual home and originally planned to follow an academic career as a French language professor. It was in an entrepreneurial environment while working as a linguist that she realized she loved learning about business, the customer, work habits and continuous learning itself. Flash forward to an MBA and DC-based consulting work in healthcare later, she joined PMI (Phillip Morris International) and now is the Vice President, Global Internal Communications, based in Switzerland. She recalls entering the firm sixteen years ago completely compelled by the mission and continues to be fascinated by the operational and culture change that is happening at PMI, noting that the best part is that the company has really put its money where its mouth is for the change work involved in creating a smoke-free future.

“People at PMI feel aligned to the same incredible mission. Change isn’t easy, but we have had such a clear idea of where we are going and watching the company be successful in taking a legacy product to fund a new and innovative product, upskilling people, and operationally transforming at the same time has been a great journey to be part of.”

Career strategies

Kokalis Pescio believes the most important thing to do is to know yourself. Her advice to her younger self would be to try to self-aware, to have the sensibility to ask yourself where you are truly with relationships, and to know the parts of your personality and traits that show up.

“Knowing where you are and who you are can enable self-correction where appropriate and also allow you to be authentic.” She believes that knowing this information about yourself can help you to take advantage of opportunities in your career and help you capitalize on your strengths and partner with others who can either teach you or be partner experts in doing the work that they are good at also.

“Figure out who can help. You cannot be a master of everything, nor should you be. Get a distributed style of management to get further, faster. Ask yourself who do I know and what do I need to learn?”

Kokalis Pescio is passionate about mentoring women and is doing so as part of PMI’s gender-focused employee resource group, Women’s Inspiration Network (WIN), and externally as part of her alma mater, Babson College’s F.W. School of Management. She admits that she didn’t have a formal mentor as she was coming up the ranks and reiterates that with or without a mentor everyone, not just women, should stand up for themselves.

“Have the courage, dignity, and self-respect to understand your boundaries, this will make you confident and comfortable. People make tradeoffs, those compromises, if you go too far, can make you lose a little part of your soul. It is important to stay within your boundaries.”

When asked what has surprised her most on the journey? She replied that she was surprised by how much she can learn constantly from the people around her.

“I have learned to not be afraid to do something new, no matter how large or small the task. While I have worked at a large corporation for 16 years, my career path is far from traditional. This aspect of my career, working not only across many different divisions, but also with employees from and located in numerous countries, has taught me to continuously be open to trying different things. Some are harder than others, and some efforts are more successful than others, but I am always ready to try something different.”

By Nicki Gilmour

By Guest Contributor

New research into communication in the workplace has revealed that 56% of all workers have committed some kind of miscommunication in the office (defined in the study as unintentionally sending a communication to the wrong person at work).

Communication is a key aspect of your everyday working life but, clearly, there is work to be done when trying to get your point across. Follow these five tips and minimize the likelihood of a misunderstanding in your office.

1. Use the best methods available

Alongside investigating how often miscommunication occurs in the workplace, TollFreeForwarding’s recent research uncovered the mediums with which it takes places.

Email was the chief culprit, with just over a third (34%) saying they’d sent an email to the wrong person when at work. Other platforms where regular miscommunication occurs include texts or instant messages (such as Whatsapp) at 22%.

Despite it probably being your go-to method for communicating in the office (269 billion are sent worldwide every day), email isn’t actually the most efficient way of communicating at work.

This is particularly true when communicating internally, so take a look at which platforms you predominantly use and look to give new ones a try. Try collaboration tools like Skype (which had a much lower 16% miscommunication rate in the survey) or Slack, which are designed for inter-team comms. You could even go a little old-fashioned and encourage more face-to-face communication. Some companies have incorporated tech-free office hours in a bid to encourage more verbal communication.

2. Know your data restrictions

Data compliance is everyone’s responsibility in business, but the research revealed how often information is leaked by employees. Almost a quarter (23%) of the workforce said they had sent some form of confidential information to the wrong person at work. Most of this was personal information about another colleague (13%), but that still leaves 10% of workers who have admitted to miscommunicating confidential business information. This can often be down to not applying the correct level of protection for your data, or simply using the wrong platform. Again, emails aren’t terribly secure, so communicating across them with confidential information can lead to disaster. Be extra vigilant with what you’re saying, who you’re saying it to and what medium you’re using to say it.

3. Separate work and personal communication

Methods for work and personal communication are often blurred. If using instant messaging to chat with others becomes the norm at home, chances are you’ll begin to adopt it in working life.

This does come with its own complications, particularly if you’re using the same device in both instances. Almost one in five (19%) said they’d left a voicemail on a colleague’s mobile phone that it wasn’t intended for, and just over one in five (21%) said they have accidentally sent a photo or video to a colleague.Depending on the content, this can be embarrassing for both the sender and receiver of these communications.

17% of workers said they had sent insulting comments to the wrong person by accident. The majority of these instances (10%) were comments about someone who wasn’t the receiver of the communication, but the remaining 7% admitted to accidentally sending insulting comments about the person who received it.

There are vastly different communicative expectations between work life and home life. Get it wrong, and this can lead to inappropriate content being sent to a colleague at work. To avoid the potential pitfalls, look to separate work and personal communication wherever possible. As an easy starter, pick up a cheap work mobile phone and don’t use your personal email address for any work-based communications.

4. Don’t be afraid to speak up

That last point should be applied as a general rule in your communicative habits. Bad communication at work happens – it’s a skill to get it right and sometimes we fail to hit the mark. This can lead to unwarranted stress, confusion, unclear strategies and missed deadlines.Sometimes, it can be daunting to approach your boss if you didn’t understand their instruction, but it’s a key part of avoiding miscommunication in the office. If in doubt, just ask.

5. Try something new

Like an earlier suggestion, you could choose to switch up your daily communication methods and attempt to loosen your reliance on technology. Frank, face-to-face conversation is always going to be the most efficient way to discuss workplace problems and bring about solutions. So, how can you incorporate more of it into your working day?
An alternative to the tech-free hour mentioned above is the “Scrum” or “Daily Standup”. This is essentially a brief, daily team meeting that gives everyone an opportunity to mention blockages and barriers to success. Issues can be addressed early at the start of the day and you can avoid a back-and-forth email exchange that can so easily be misinterpreted or ignored.

Where miscommunication occurs in the office

Alarmingly, throughout the research conducted, men were found to miscommunicate at work with much more regularity. In every aspect of miscommunication investigated in the survey, men were found to do it more.

Earlier, we said that 56% of workers had miscommunicated in the office – but break it down by gender and the story is different. 70% of men say they have miscommunicated in the office, compared to just 49% of women. The same is true of the method of communication. For example, 43% of men have accidentally sent an email to the wrong person at work – 12 percentage points higher than women.

As for the content of the communication, the trend continues. Over a third of men have accidentally sent some confidential information (35%), almost double that of women (18%). Similarly, more than a quarter of men (26%) have sent insulting comments to the wrong person at work – the same category is just 15% for women.

In summary, women are much better at avoiding miscommunication in the office than their male counterparts – but that too comes with its own risks. To boost productivity and avoid the embarrassing pitfalls of poor office communication, we’ll need to give and take instructions from both men and women. Following the tips above, and encouraging others to do the same, could lead to a decrease in the level of miscommunication we see today.

Tag Archive for: communications

Bessie Kokalis Pescio: Vice President, Global Internal Communications, Philip Morris International