Can we talk? Rehumanising professional communication in the digital age

IN today’s hyper-connected world, we are communicating more than ever—but are we truly connecting?

From rapid-fire WhatsApp messages to emotionless Teams replies and automated email responses, our professional communication has become efficient, yes - but also increasingly impersonal.

As digital tools dominate our daily routines, something vital is getting lost in translation: empathy, tone, and the human touch.

The Rise of Convenience, the Decline of Connection

We often hear that digital communication improves productivity. Indeed, it allows for instant updates, faster decision-making and smoother coordination, especially in remote or hybrid work environments.

But in our pursuit of speed, we may be sacrificing sensitivity.

Consider this: a curt “noted” reply, though harmless to the sender, can feel dismissive or cold to the receiver. A task reminder without context might come across as a command rather than collaboration. A message sent at 10pm can breed unnecessary pressure and anxiety.

The problem isn’t always the message, it’s the tone and timing, shaped by media choice and communication culture.

The Silent Erosion of Workplace Trust

Organisational communication is not just about disseminating information; it’s about building relationships and sustaining trust. When communication lacks warmth or context, it creates a workplace where people feel unheard, undervalued or even isolated.

According to research by Gallup, organisations with high employee engagement often fueled by meaningful two-way communication report better performance, lower turnover and stronger team morale.

Yet in many Malaysian workplaces, conversations are still top-down, transactional and reactive rather than empathetic, proactive and inclusive.

Rehumanising the Way We Speak at Work

To rehumanise professional communication, we must first shift our mindset: from simply sending messages to building understanding.

Choosing the right communication channel is crucial. Not every issue needs a meeting and not every feedback should be sent via text. Sensitive discussions deserve face-to-face time - or at least a video call, where tone and facial expressions add crucial layers of meaning.

Tone matters more than we realise.

Digital messages strip away vocal inflections and body language, so our words carry more weight than usual. A simple “Good morning” or “Hope you're doing well” can soften an interaction and remind others there’s a human behind the screen.

Respecting boundaries is equally important.

Just because we can send messages at any hour doesn’t mean we should. A culture that respects working hours encourages healthier work-life balance and reduces burnout.

Listening actively also makes a significant difference.

Whether during meetings or in chat threads, giving people space to express themselves fully and acknowledging their perspectives - builds rapport and trust.

Ultimately, the tone and style of communication must be modelled from the top. Leaders and managers set the standard for how communication flows. When they speak with clarity, warmth and humility, it cascades throughout the organisation.

Communication is a Skill - Not a Soft One, but a Strategic One

As AI tools like ChatGPT or automated email replies become more common, there's a real risk of workplace communication becoming generic, if not robotic.

The irony is: the more we automate, the more we must humanise. Emotional intelligence, cultural sensitivity and contextual judgement are skills that no bot can replicate—and they matter deeply in Malaysian workplaces, which are rich in diversity and shaped by nuanced social norms.

Final Thoughts

The question isn’t whether we should use digital tools, they’re here to stay. The real challenge is ensuring that technology enhances our communication, rather than diluting its essence.

So before you hit send, ask yourself: Does this message reflect clarity, respect and empathy? If the answer is yes, you’re not just communicating, you’re connecting.

And in the end, that’s what truly makes a workplace thrive.

Dr Siti Salbiah Norazan is a senior lecturer at the Faculty of Arts and Science, Universiti Malaya-Wales (UM-Wales). The views expressed in this article are his own and do not necessarily reflect those of Sinar Daily.