Categories: Research and Latest InsightsWorkplace Trends

Workplace group chats – what’s going on?

Why do people behave differently in their workplace compared to a group chat about work? Recent news stories have sparked a growing interest in the psychology of workplace communication, showing how factors like social norms, the desire for social approval, and cognitive biases shape how we interact online.

So why might a work WhatsApp chat feel so different from more formal communication at work? We’ve identified a couple of key factors to consider.

Social norms

People naturally adjust their communication style based on the setting. In casual environments, a relaxed tone is more common and acceptable. To fit in, individuals often conform to group norms, even if privately they don’t agree with what’s being said. This can lead to behaviours like mimicking negative communication styles or avoiding disagreement to maintain harmony, a phenomenon known as groupthink.

The more informal nature of group chats might also mean that participants feel less constrained by norms that guide behaviour in face-to-face interactions. Use of inappropriate language, or quick, impulsive responses can very quickly change the tone of these conversations – this can be further exacerbated by the anonymous nature of digital communications, which can mean individuals feel less accountable for what they say.

Social approval and group dynamics

In work chats that contain mixed groups across different levels of hierarchy, employees might adjust their behaviour to gain approval from peers and managers. This can lead to over-agreement, inappropriate use of humour, or conflict avoidance. Fear of misunderstanding or judgement might also mean individuals stay silent or communicate minimally to avoid misinterpretation.

Power dynamics in group chats can also influence communication, with those in higher positions unintentionally stifling open conversation or discouraging disagreement. Some team members may dominate the chat, leading to toxic behaviour and reducing team collaboration.

Misunderstandings or poor behaviours in group chats can quickly escalate due to the lack of immediate feedback or the perception that these are ‘off the record’ conversations where the usual rules don’t apply. Things can quickly snowball as a result, leading to negative behaviours from more individuals if they feel pressured to conform.

Cognitive biases

Another major challenge with workplace group chats is the ease with which they might reinforce feelings of exclusion. The informal nature of group chats and their often supplementary role alongside more formal workplace communication strategies could drive in-group favouritism and out-group discrimination. Social Identity Theory explains how individuals might identify with specific groups of people at work more than others, and how this shapes their behaviour in the workplace. Some group chats might be dominated by the “in-group”, risking alienating or upsetting other group members or reinforcing stereotypes.

Miscommunication is also common in text-based communication. The tone and intent of messages can be unclear, and individuals cannot use other cues, like body language, to ‘read the room’. Attribution bias can occur when people interpret neutral comments as hostile or dismissive, further escalating conflicts and misunderstandings.

How to manage the risks of group chats

While some of these risks apply to any kind of communication at work, others are very specific to the context of the group chat. Organisations are still grappling with the challenges of managing these types of communications, and the extent of the control they have over such conversations. However, there are a few basics that employers and employees can think about to navigate the new world of group chats:

Establish clear norms and guidelines: Setting expectations for respectful communication, inclusivity, and clear boundaries can reduce misunderstandings and conflict in group chats.
Monitor and feedback: Managers or HR departments can appoint administrators to monitor group chat dynamics and highlight any inappropriate behaviours or patterns of exclusion early on.
Provide training: Businesses can provide training to outline the organisation’s expectations about the proper use of WhatsApp groups, including reiterating any rules about sharing sensitive or confidential information.
Use good judgement: Employees should consider group chats like any other type of workplace communication. If you wouldn’t write it in an email, you should consider whether you put it in a group chat.
Show respect: Treat other participants in the group with the same respect and courtesy that you would do in the workplace during any other kind of communication. Protect your own boundaries, and encourage others to do the same.

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