Why Communication Problems Are Almost Never About Comms

Poor communication costs UK businesses £924 billion annually - about £9,620 per employee. But the real problem? It’s rarely about messaging tools or skills. Communication breakdowns usually point to deeper issues within organisations. Here’s what’s really causing the problem:

• Misaligned expectations: Unclear roles, goals, or metrics lead to confusion and mistrust.
• Trust and emotions: A lack of psychological safety prevents open dialogue and honest feedback.
• Hidden assumptions: Misunderstandings about knowledge, intent, or priorities create barriers.

Instead of focusing on new tools or training, organisations need to address these root causes with clear roles, trust-building, and regular reviews. Fixing these deeper issues improves communication and boosts team performance.

Breaking Barriers: Mastering Internal Communication for ...

What Really Causes Communication Problems

Teams often turn to new tools or training when communication breaks down, but research indicates the root of the problem often lies in deeper organisational challenges.

When Expectations Clash

Misaligned expectations can cause constant friction, even when teams communicate frequently. These disconnects usually occur in three key areas:

• Role confusion: Team members have different understandings of their responsibilities.
• Decision-making authority: Uncertainty over who has the power to make decisions.
• Success metrics: Differing ideas about how performance is measured.

Without clear definitions of roles and responsibilities, time is wasted on clarifying tasks instead of making progress.

Trust and Hidden Emotions

Trust is the backbone of effective communication. When trust is missing, team members may hold back important information, avoid giving honest feedback, resist collaboration, or adopt a defensive attitude. This creates a culture of fear, where open dialogue is nearly impossible.

Assumptions That Create Barriers

Unexamined assumptions are a major source of communication problems. These typically fall into three categories:

To address these issues, challenge assumptions and rely on clear, evidence-based decisions. Research shows people often overestimate their communication skills, which can reinforce assumption-driven problems.

Here’s a real-world example: In one strategic planning programme, complaints about poor communication weren’t about a lack of tools or skills. The real problem was a siloed organisational structure that blocked collaboration between departments.

Misaligned expectations, broken trust, and unchecked assumptions can sabotage even the most effective communication practices. The next section will focus on actionable strategies to address these challenges.

How to Fix the Real Issues

Leaders need a structured approach to align teams and rebuild trust. These strategies directly address the misaligned expectations, trust gaps, and unchecked assumptions mentioned earlier.

Creating Clear Team Agreements

Collaboratively developed team agreements help set expectations and establish guidelines for both consensus and disagreement, creating a safer and more productive environment.

"A basic set of guidelines on how a team collaborates and communicates...Guidelines that are created by the whole team's active contribution...A guide to help the team foster a psychologically safe space for themselves...A space where the teams outline not just what they agree on but also what they agree to disagree on".

To clarify roles and responsibilities, the ARCI framework is a practical tool:

When agreements are clear, the focus can shift to fostering open communication.

Building Trust and Open Discussion

Psychological safety is essential for open and honest communication. Leaders can encourage trust by:

• Sharing information transparently and regularly
• Offering anonymous feedback channels for sensitive topics
• Acting on feedback to show it’s valued

"When you have clear agreements, everything moves faster. You're not stepping on each other's toes, and there's no need to guess what the other person expects".

After trust is established, regular reviews ensure teams remain aligned and adaptable.

Regular Goal and Assumption Checks

Teams should consistently review their goals and challenge assumptions to stay on track. This can be achieved through:

• Monthly Communication Assessments
  Regular reviews help identify new challenges and potential misalignments.
• Assumption Testing
  Focus on critical assumptions that could influence team outcomes.
• Visual Organisation Mapping
  Use diagrams to clarify team structures and decision-making flows, highlighting any gaps in accountability.

Better Ways to Think About Communication Problems

Teams often try to fix communication issues by improving skills or adopting new tools. However, 66% of projects fail due to a disconnect between team goals and organisational strategy. This suggests the real problems often lie beneath the surface.

The Iceberg Principle in Team Dynamics

Communication issues are like the tip of an iceberg - they're the visible part of much deeper challenges:

Research from OrgMetrics LLC highlights that what appears to be a communication problem often masks deeper issues like fear, confusion, or a lack of direction.

"Often what the team believes to be a communication issue is actually a symptom of the real problem – or root cause."

Rethinking the Problem

Instead of focusing solely on communication, address the root causes by clarifying roles, encouraging open feedback, and aligning goals. Organisations with aligned teams report a 25% boost in performance and revenue. Additionally, prioritising goal alignment can lead to 59% higher employee engagement. Shifting the focus in this way helps uncover the real issues behind communication struggles.

The E5 Framework for Problem Analysis

To dig deeper into the root causes, consider using the E5 Framework:

1. Expand Your View
   Look beyond your team and consider perspectives across departments. Studies show that 70% of employees don't fully understand their team's objectives.
2. Examine Assumptions
   What seems like a communication issue might have other origins. For example, one company discovered that their problem stemmed from quality control issues and market misalignment, not poor communication.
3. Explore Systemic Factors
   Many cross-functional teams (three out of four) underperform due to underlying systemic problems, not just a lack of communication skills.

Tracking Progress

Once the real issues are identified, it's crucial to monitor progress. Use metrics like goal achievement, collaboration between departments, employee satisfaction, project completion rates, and innovation levels. Regular reviews can help spot new challenges before they evolve into visible communication problems.

Creating a Solution-Oriented Culture

Addressing root causes is just the start. To ensure lasting improvement, teams should focus on building a culture that prioritises solutions. Leaders can take the following steps:

• Challenge assumptions about what "good communication" looks like
• Identify patterns in when and where breakdowns occur
• Build trust before introducing new communication strategies
• Regularly check that team goals align with the organisation's overall objectives

"Effective managers do not solve problems; they dissolve messes."

Conclusion: Build Strong Teams by Addressing Root Issues

This article has highlighted that improving communication within teams often requires solving deeper organisational problems. Challenges like trust, alignment, and clarity are often at the heart of communication breakdowns. With 85% of employees reporting workplace conflict, it's clear that the issues go far beyond simple communication methods.

Take this example: a biopharmaceutical company saw its stock price rise by 170% after aligning its executive leadership team with a refreshed strategy. This demonstrates how addressing core issues can lead to real, measurable success.

Communication problems often point to deeper challenges. Here's a breakdown of some common root causes, their impacts, and potential solutions:

Addressing these core issues is essential to improving team dynamics. Building trust, in particular, is a long-term process. As Kevin Plank, founder of Under Armour, wisely said:

"Trust is built in drops and lost in buckets"

Leaders must foster environments where team members feel safe to express concerns, share ideas, and challenge assumptions. When the focus shifts from blame to learning, teams can create the psychological safety needed to resolve problems before they escalate. In fact, research shows that effective listening can improve leadership impact by 40%.

FAQs

How can organisations align team roles and responsibilities to avoid communication issues?

To avoid communication issues, organisations should focus on clarity, alignment, and transparency in defining team roles and responsibilities. Start by clearly outlining each role’s purpose, key tasks, and expectations. This ensures everyone knows their responsibilities and how they contribute to the overall goals.

Encourage open discussions to align individual roles with the organisation’s objectives. Creating a psychologically safe environment where team members feel comfortable raising questions or concerns helps to eliminate misunderstandings and unspoken assumptions.

Finally, foster transparency by promoting regular sharing of priorities and challenges within the team. This builds trust, accountability, and a stronger sense of collaboration, reducing the likelihood of communication breakdowns.

How can leaders build trust and create a safe, open environment for their teams?

Leaders can build trust and foster psychological safety by focusing on a few key practices. Firstly, create a culture where mistakes are seen as opportunities to learn, encouraging team members to share ideas and take risks without fear of blame. Secondly, lead by example by showing vulnerability, such as admitting when you don’t have all the answers, to inspire open and honest communication. Finally, set clear expectations for team interactions, ensuring everyone understands how to treat one another respectfully and work through challenges collaboratively.

Trust is also built through small, consistent actions like active listening, being present, and following through on commitments. When addressing issues, focus on the impact of actions rather than assigning blame, and invite the team to collaborate on solutions. These steps help create a supportive environment where everyone feels valued and empowered to contribute.

How can teams identify and challenge assumptions to improve communication and collaboration?

To enhance communication and collaboration, teams should regularly question their assumptions and explore alternative perspectives. Start by approaching behaviours that seem unusual or frustrating with curiosity, rather than judgement. This helps uncover potential reasons behind actions and fosters mutual understanding.

Encourage open, non-judgemental discussions where team members can share their motivations and expectations. Building relationships based on curiosity and genuine interest can strengthen trust and alignment. Additionally, establish shared principles, such as assuming positive intent, to create a supportive and collaborative environment.