We've all had the experience…something goes terribly wrong in the organization, and everyone is pointing the finger at everyone else. Maybe the ball was dropped and a client didn't get the appropriate level of service. Maybe a commitment was made that your team cannot follow through on. Maybe you spent money on something you didn't intend to purchase. It could be any number of things. But, whatever it was, it happened and no one will take responsibility for it!
When you're trying to sort through issues like these and attempting to find the guilty party, you'll probably discover one common thread across every issue: a breakdown in communication. Typically, someone said something along the way that was misinterpreted by someone else. Too many assumptions were made, and not enough questions were asked. A lack of clarity in communication can do a great deal of damage.
As a leader in your organization, it's important to make a point about the necessity of clarity in communication. When information is being shared, both the sender and the receiver has a responsibility. The person delivering the message has a responsibility to clarify what they are saying as much as possible. Additionally, the person receiving the message has a responsibility to ask questions on any points that are unclear.
When you encourage your employees to aim for clarity in their communications, you'll avoid misunderstandings that inevitably lead to mishaps in the organization and the subsequent bad feelings. Do you make clarity a priority in your organization?
David Lykken, a 43-year veteran of the mortgage industry, is president of Transformational Mortgage Solutions (TMS), a management consulting firm that provides transformative business strategies to owners and “C-Level” executives via consulting, executive coaching and various communications strategies. He is a frequent guest on FOX Business News and hosts his own weekly podcast called “Lykken On Lending” heard Monday’s at 1:00 p.m. ET at LykkenOnLending.com. David’s phone number is (512) 759-0999 and his e-mail is [email protected].
