Tone Can’t Be Interpreted: The Hidden Risks of Written Communication in the Workplace

In today’s workplace, email and messaging platforms are the backbones of how we communicate. They're fast, efficient, and convenient. But they come with one big catch, tone doesn’t always travel with the message. Without vocal inflection, facial expressions, or body language, written communication can easily be misunderstood and sometimes, the fallout is more damaging than we realize.

One of the most overlooked dynamics in workplace communication is the assumption that people “get” our tone. Spoiler alert: they often don’t.

Why Tone Falls Flat in Writing

Research in human communication shows that the majority of what we understand in conversation comes not from the words themselves, but from nonverbal cues. Psychologist Albert Mehrabian’s widely cited work suggests that tone of voice accounts for 33% and body language accounts for 55% of the meaning we derive in face-to-face conversations. While the exact percentages are debated, the principle holds true: our brains are wired to pick up on subtle cues that simply aren’t there in a text or email.

The Cost of Misread Messages

Misinterpreted tone leads to more than awkward moments. It can erode trust, trigger unnecessary conflict, or result in project delays due to unclear direction. We’ve heard from employees who spend more time deciphering what a message meant than acting on what it said. That mental tax is real and it's avoidable.

From an HR perspective, tone-based misunderstandings can surface in performance reviews, peer complaints, or strained team dynamics. Over time, they chip away at psychological safety and collaboration, two pillars of a healthy workplace.

To make up for the absence of tone, many employees rely heavily on punctuation, formatting, and even emojis to convey emotion. These tweaks are well-intentioned, but they can backfire.

According to a study in the Journal of Computer-Mediated Communication, excessive punctuation can be interpreted as unprofessional or even passive-aggressive, depending on the reader’s mindset or background. Simple formatting tools like bolding, italics, underlining or ALL CAPS may be meant to add clarity but often stir confusion or even anxiety. One person’s enthusiastic exclamation is another person’s stress signal. Formatting is not a reliable translator for tone.

Whether you lead a team, collaborate cross-functionally, or care about building healthier workplace dynamics, tone-awareness is everyone’s responsibility. Take every opportunity to lead by example when it comes to tone in digital workplace communications, here are a few tips.

• Model tone awareness by being intentional in your own messages. Add context, soften directives, and clarify urgency when needed.

• Promote a culture where employees feel safe asking for clarity without fear of judgment.

• Know when to switch formats. When the stakes are high or the message is nuanced, recommend a quick call or face-to-face chat instead.

Tips for Everyday Communication

• Reread before you hit send.  Ask yourself: If I were having a rough day, how might I read this?

• Add a touch of warmth when needed. A simple, let me know if you have questions goes a long way.

• Don’t guess, ask. If a message feels off, check in instead of stewing over it. A 60-second conversation can clear up a 2-day misunderstanding.

Tone may not be visible in writing, but its impact is undeniable. As communicators, and we all are, it’s our job to bridge the gap between what we meant and what others heard.

Let’s all champion a workplace where clarity, empathy, and professionalism go hand in hand because clarity in writing isn't just a courtesy, it's a leadership skill, and yes the bold, italics and underline are intentional.

References

• Mehrabian, A. (1971). Silent Messages: Implicit Communication of Emotions and Attitudes. Wadsworth Publishing.

• Bunz, U., & Campbell, S. W. (2004). Politeness Accommodation in Electronic Mail. Journal of Computer-Mediated Communication, 9(4). https://doi.org/10.1111/j.1083-6101.2004.tb00295.x