The Gap Between What You’re Saying and What People Are Hearing
Explore how communication gaps hinder leadership effectiveness and learn practical strategies to enhance clarity within your team.
Communication gaps can derail leadership and create confusion within teams. Here’s why this happens and how to fix it:
- Why It Matters: Clear communication builds trust, boosts team performance, and saves organisations money. Poor communication costs U.K. and U.S. businesses around £29.6 billion annually.
- Key Issues:
- Misaligned words and body language confuse teams.
- Messages are misunderstood when they’re not tailored to the audience.
- Picking the wrong communication method increases misunderstandings.
- Signs of Trouble: Confused teams, unclear expectations, and a drop in trust are red flags.
- How to Fix It:
- Align your words with your actions.
- Tailor messages to your audience.
- Use the right communication channel for the situation.
- Actively gather and respond to team feedback.
To lead effectively, focus on clarity, consistency, and understanding. Small adjustments in how you communicate can make a big difference.
Why Leadership Communication Fails and Three Strategies to ...
Why Messages Get Misunderstood
Communication issues often arise when there's a disconnect between what leaders intend to convey and how their audience interprets it. Recognising these challenges can help improve clarity and set the stage for examining common communication mistakes.
When Words and Body Language Don't Align
When spoken words don't match non-verbal cues, confusion is almost inevitable. Mixed signals - like inconsistent body language or tone - can undermine trust and credibility.
"When you get your communications wrong, it hurts your ability to be an effective leader. People lose respect for you and maybe even for themselves. This hurts your relationships and your team's ability to perform and deliver results." - May Busch
Here’s how different communication methods influence clarity:
| Communication Medium | Available Cues | Risk Level |
|---|---|---|
| In-person meetings | Verbal, facial expressions, body language, tone | Low |
| Video calls | Verbal, facial expressions, limited body language | Medium |
| Phone calls | Verbal, tone only | High |
| Written communication | Text only | Very high |
Ignoring Your Audience's Perspective
One frequent leadership mistake is failing to tailor messages to the audience. This can happen in several ways:
- Using technical jargon that the audience doesn’t understand
- Focusing too much on strategy without offering practical actions
- Leaving out context, making it hard for teams to see the bigger picture
Messages should be shaped with the audience in mind. Additionally, the wrong communication channel can amplify misunderstandings.
Picking the Wrong Communication Method
The medium you choose to deliver your message is just as important as the message itself. Sensitive or nuanced topics often require face-to-face interaction, while routine updates work better in writing. Urgent matters demand immediate communication channels.
"To communicate better as a leader, the key is to minimize any potential gaps between your intention and impact." - May Busch
In today’s hybrid work setups, selecting the right medium is even more critical. Teams often switch between in-person and virtual settings, making it essential to align the method with the message.
How to Tell When Messages Miss the Mark
Sometimes, communication falls flat, and it’s important for leaders to spot the warning signs early and take action.
When Teams Show Signs of Misunderstanding
If team members seem confused or uncertain about what’s expected of them, it’s a clear sign something’s off. Instead of confidently tackling their tasks, they might express frustration about unclear instructions. Misunderstandings like these can quickly spiral, leading to bigger issues like a breakdown in trust.
When Team Trust Starts to Drop
A dip in trust within the team often points to communication problems. Research shows that unclear messages from managers are a major source of frustration for employees. This can show up as reduced engagement, fewer questions, or a reluctance to give feedback - team members may feel their opinions don’t matter.
"Silence communicates a message too! In this case, it lands as disrespect and confirmation that the team has no real say in what happens."
This issue is even more pronounced in remote or hybrid setups, where the lack of face-to-face interaction makes clear communication absolutely critical.
4 Ways to Fix Communication Gaps
Once you've spotted signs of miscommunication, use these practical strategies to get your message back on track.
Align Your Words with Your Actions
Communication goes beyond what you say - it’s also about what you do. Leaders should be aware that inconsistencies between words and actions can erode trust and cause confusion. For example, if you encourage open dialogue, make sure to provide real opportunities for your team to share their input.
Tailor Your Communication to Your Audience
Not everyone processes information the same way. This is especially important in technical or cross-functional teams, where understanding can vary. Before delivering your message, think about your audience's perspective. Adjust your tone and word choice accordingly, particularly when using communication channels that lack non-verbal cues.
| Communication Channel | Key Tips |
|---|---|
| Video Calls | Use clear visual signals, maintain eye contact, and ensure proper lighting |
| Phone Calls | Pay attention to tone, allow pauses for questions, and confirm understanding |
| Written Communication | Be concise, use formatting for clarity, and include clear action points |
Gather and Act on Team Feedback
Feedback loops are essential for closing communication gaps. Leadership expert Kate Nasser highlights this:
"Modern leadership is selfless and engaging not faceless and hidden"
Discuss how your communication is being received, and ask specific questions to check for clarity and understanding. This open dialogue can help you catch and resolve issues before they grow into bigger problems.
Communicate Changes Clearly
When sharing updates or changes:
- Explain what’s happening and why
- Detail how it will affect team members
- Provide clear steps and timelines
- Offer opportunities for questions
Silence from leadership can lead to speculation and misunderstandings. Instead of assuming everyone understands, take the initiative to confirm comprehension and address concerns quickly.
These steps can help ensure your communication remains consistent, clear, and trustworthy.
Conclusion: Making Your Message Clear
Effective leadership relies heavily on clear communication, which combines verbal and non-verbal cues to build trust and understanding. As Dr. Scott Livingston explains, "Clarity is the cornerstone of effective leadership communication. It is the ability to convey ideas, expectations, and feedback in a way that is easily understood and actionable". Below are three practical elements to help ensure your message resonates with your team.
Research shows that inconsistent messages result in only 7% comprehension through words alone. This highlights the importance of using a well-rounded communication approach that considers all forms of expression.
Key Elements for Bridging Communication Gaps
Conscious Communication
Ensure your words, tone, and gestures are in sync. Peter Drucker famously said, "The most important thing in communication is hearing what isn't said". Paying attention to what’s left unsaid can often reveal more than the words themselves.
Active Verification
Regularly check that your message is understood by encouraging feedback. This approach helps align verbal and non-verbal cues while staying attuned to your team’s responses. Kate Nasser points out:
"Communicating clearly is far more essential for building trust than you might think. To do it well, stop along the way and check for understanding. Allow questions. The clarity you create with this approach will help now and teach you to communicate more clearly each time. You will learn so much about how you communicate, that it will improve every aspect of your work and life."
Authentic Engagement
Foster genuine connections by being transparent in your communication. Rogers Healy explains:
"When leaders communicate with clarity and authenticity, they create an environment where everyone feels valued and heard. This fosters trust and a sense of belonging, which drives productivity and loyalty, encouraging collaboration, innovation and mutual respect that strengthens relationships and organizational success."
FAQs
How can leaders ensure their non-verbal communication supports their spoken message to avoid misunderstandings?
Leaders can enhance communication by ensuring their non-verbal cues, such as eye contact, body language, and facial expressions, are consistent with their spoken words. Misalignment between verbal and non-verbal communication can lead to confusion or a lack of trust.
To improve, leaders should practise self-awareness by observing themselves in a mirror or recording their interactions to identify any mismatches. Paying attention to tone, posture, and gestures can help convey confidence and clarity. Additionally, tailoring non-verbal signals to suit the audience's cultural and situational context ensures the message is received as intended.
How can I adapt my communication to better connect with different audiences in my organisation?
To communicate effectively with diverse audiences, start by understanding their unique needs, priorities, and level of familiarity with the topic. Tailor your message to align with their interests and simplify complex ideas where needed.
Make sure your tone, language, and delivery resonate with the audience - whether that means using relatable examples, adjusting your non-verbal cues, or modifying your presentation style. Always seek feedback to ensure your message is being understood as intended, fostering clarity and trust across your organisation.
Why is selecting the right communication channel essential, particularly in hybrid work settings?
Selecting the right communication channel is vital because it directly affects how your message is understood. In hybrid work environments, where teams operate across both in-person and remote settings, choosing the correct channel ensures clarity and prevents misunderstandings.
For instance, sensitive or emotional discussions are best suited to video calls, which allow for tone and body language to be conveyed. Meanwhile, quick updates or straightforward instructions can be effectively shared via instant messaging. Matching the channel to the message helps build trust, improves collaboration, and ensures your communication resonates with your audience.