Company Communication Cultures are Broken (Here’s Why)

“Company culture is very important to us.”—said by every CEO ever.

But here’s the reality:

Few do what it takes to truly create such an exceptional culture.

Why?

Because great culture starts with great communication.

That’s right.

It’s at the core of EVERYTHING we do.

Every title, every position, every decision, every conversation, every meeting, etc.

You get my point.

But here’s the rub…How often do you see organizations create a culture that obsesses over and trains EVERYONE on more effective communication?

Yep, pretty much never.

Don’t think this is an issue? Stay with me until the end, as you might change your mind.

The following is what my team and I refer to as a company’s “Communication Competency Index.”

Although not exhaustive (sales teams alone have their own checklist) it’s a great list that quickly shows various company departments, and communication skills they should be proficient with.

Take a good look at this list and ask yourself with each, “Do we actively train on this skill?” 

Communication Competency Index (A 14-Point Checklist)

1.    Customer Service Representatives: Handling difficult customers or complaints effectively and empathetically.

2.    Sales Teams: Crafting compelling and personalized email subject lines. (and effective emails in general)

3.    Managers: Conducting performance reviews and 1-on-1s that are constructive and motivating rather than demoralizing.

4.    Team Leaders: Facilitating brainstorming sessions that encourage creativity and participation from all members (and not just a few alphas).

5.    HR Departments: Communicating sensitive information, such as layoffs or policy changes, with tact and clarity.

6.    Project Managers: Providing clear and concise project updates to stakeholders to ensure transparency and alignment.

7.    Remote Teams: Using video conferencing tools effectively to maintain engagement and clear communication in virtual meetings.

8.    Executives: Delivering company-wide announcements in a way that inspires confidence, clarity, and unity.

9.    Marketing Teams: Writing copy (social, website, newsletters, etc.) that is both engaging and aligned with the brand's voice and message.

10. Developers/Technical Teams: Explaining complex technical issues in layman’s terms to non-technical stakeholders (always a major issue with tech).

11. Finance Departments: Presenting financial reports and data in an understandable way to non-financial team members. (This is the bane of my existence btw.)

12. Customer Success Teams: Onboarding new clients in a way that sets clear expectations and fosters strong relationships.

13. Supply Chain/Operations Teams: Communicating delays or issues in the supply chain promptly and effectively to mitigate negative impact to all parties involved. (This was a disaster for man orgs during Covid)

14. Cross-functional Teams: Collaborating across different departments to ensure alignment and understanding of shared goals and responsibilities. (Sales and Marketing alignment anyone??)

Here’s what’s interesting: Most companies would say, upon review, that the skills on this list are important to them.

Yet, as we mentioned earlier, actual training for these skills is almost non-existent.

This problem must be solved if companies and leaders want to create transformative cultures that not only develop better leaders but also create a sense of loyalty, personal growth, and purpose within their team.

So, the next time you have the “culture” conversation at a leadership team meeting, bring the checklist above. Have an honest conversation about it, and then take action. 👇👇

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PS: Next year I have a new book coming out that lays out a definitive framework that organizations can apply to create breakthrough conversations and build super communicators across every facet of their business. I'm already speaking on this subject at events, but the book is something I'm very, very excited about.

PSS: Along with the book, I recently started a new coaching firm called The Question First Group. Its goal is to become the foremost communication training company for leaders, managers, and sales professionals, with an emphasis on learning how to ask the perfect question every time, in any moment, regardless of circumstances.  

If you’d like to learn how we can help solve your team’s communication deficiencies, reach out today.