Lost in Translation: A Leadership Communication Conundrum
We all remember that old game of “Telephone” or “Pass it Down.” You whisper a phrase to the person next to you, they pass it on, and by the time it reaches the end of the line, "Three Blind Mice" has transformed into "Freeze, Pine, Rice." The changes are amusing. Now imagine playing that game with your team's goals and objectives. It's not nearly as amusing, and could cost you both significant time and money.
A story about Victor, a brilliant but baffled business leader. Victor was a true visionary and a strategy genius, but when it came to communication, he was like a fish out of water. His team loved him, but they often found themselves playing a real-life game of “Telephone.” Victor’s communication style was more 'abstract art' than 'clear blueprint'. His team, while equally enthusiastic, often found themselves wandering in the dark and unsure of the path ahead. As they tried to provide clarity to their teams, each leader interpreted Victor’s message slightly differently, leading to misalignment, missed deadlines, duplicated efforts, and a shared feeling of frustration at every level.
Enter Sarah, a seasoned leadership coach with a knack for untangling communication knots. Victor brought Sarah in to “fix” the leadership team’s inability to communicate effectively. Sarah could see Victor had all the makings of a great leader and had assembled a great team. His energy was infectious, his strategies sound; he just needed a little help transmitting his vision clearly and in a way the rest of the leadership team could align their efforts and their teams around.
Under Sarah's guidance, Victor learned the art of clear, concise communication. He discovered how to make his messages stick, transforming his abstract puzzles into clear roadmaps. His leadership team understood his vision and used their enthusiasm to pass his vision to their teams. Once they were aligned, understood their goals, and how each team fit into the strategy, they were more efficient, more productive, and more engaged.
What changed?
Sarah helped Victor work on making his communications:
Well Thought Out
Sarah helped Victor get into the habit of taking the time to organize and distill his thoughts before he talked to his team. He began to:
Start with the end in mind
Determine what he wanted his team to understand
Select the thoughts that best created understanding
Simple, Brief, and Logical
Victor learned to pare down his messages to include only the most essential elements and phrase them in the shortest, simplest, and most understandable way. Sarah helped Victor practice outlining his key points, building a coherent narrative, and provide context needed for his team to understand his message.
Repeat and Confirm
This was the hardest change for Victor. Things were clear in his head, and once he communicated something, he expected his team to immediately digest it. He began to repeat key points, and then get confirmation his team understood. At first, he asked whether everyone understood, but he learned leaders would nod “yes” even when they didn’t. So, he played with various methods, including:
Asking how leaders would explain it to their team
Asking what questions they expected from their team
Tailored
Victor started to see the difference between his audiences and the communication styles each responded to:
He began to target his communication style, content, and methods to particular audiences.
He started actively seeking feedback from his leadership team on how the leaders below them were perceiving his communication.
He started seeking feedback from employees at various levels in the organization on what questions and suggestions they had.
As Victor’s communication improved, so did the team's performance. No more deciphering or chasing after misunderstood objectives. Everyone knew exactly what they were working towards and how to get there. Frustration lessened, and engagement grew.
Communication is the lifeblood of every organization, and Victor’s journey underlines how challenging communication can be for even the brightest leaders. Whether you’re the CEO, an executive, or a middle manager, your words set the direction. They are the guiding star that leads your team forward. So, whether you're unveiling a new vision or setting daily objectives, make sure your messages are clear, concise, repeated, and tailored.
Playing the 'Pass It Down” was fun when we were little. Not so much when your success depends on your team understanding and implementing the strategy. Unless, of course, your strategy is to "Freeze, Pine, Rice."
Contact us at PeopleCap.com if your company is struggling with communication. We can walk you through options for increasing effectiveness.
