One of the challenges that all businesses seem to have to some degree, is miscommunication. As businesses grow and become more complex the need for employees and departments to communicate amongst themselves is more critical. Bigger problems seem to grab our attention first therefore increasing the age old problem of miscommunication. Sometimes in order for a company to go forward they need to step back and focus on the basics, such as communication. If you think this is confined to certain industries, you would be mistaken. Meaning, if you have been married or in a relationship for any length of time, you have either been on the giving or receiving end of this, probably more than once. Communicating unclearly or mistakenly often results in walls being built within departments or distance and mistrust being created in relationships.
What you say is the big deal about miscommunication? How much damage can it really do to an organization? Look no further than Toyota for an example of the damage that can be done. Who could forget all of those news reports or newspaper articles written on the multiple recalls that plagued Toyota? In fact, in the last 12 months Toyota has issued a dozen recalls ranging from floor mats to faulty accelerator pedals to rusted out spare-tire carriers. According to their former Chief American Spokesman Jim Olson, the root of the issue was miscommunication. Jim writes in a book to be release in November, The Little Red Box of Management “internal distrust and flawed communication are the root causes of its current crisis.” There was a clear division between Toyota’s decision making and execution teams. Jim argues that this slowed the company down and prevented communication and planning within Toyota. The results were obviously devastating to the family members of those hurt or killed in accidents caused by these problems. Time will tell but these problems could also have a devastating effect on the future health of Toyota.
I recently experienced miscommunication on a personal level and from this realized that no industry is immune from this problem. My father in law was in the hospital in critical condition and it was evident after a couple of days, his team of Doctors were not communicating clearly amongst themselves. This was an extremely difficult, emotional time but to have this miscommunication happen only added stress and confusion, on top of an already delicate situation. The miscommunication surfaced in completely different progress reports that were given to the immediate family. One Doctor would give his diagnosis and then the other Doctor would give a completely opposite diagnosis. It was as if the two doctors didn’t come together and compare notes. This miscommunication led to anger and confusion and eventually resulted in him being transferred to another hospital. For me what was so surprising was that I didn’t expect to experience this at a hospital, during something as serious as a patient in critical condition.
Good communication is the backbone of any organization. As an organization grows and becomes more complex, there is more opportunity for miscommunication to spread within. You can see from the above two examples, it can have a damaging effect on an organization and its customers. How well do your employees and departments communicate with each other? Are there any walls that need to come down to prevent miscommunication?
What you say is the big deal about miscommunication? How much damage can it really do to an organization? Look no further than Toyota for an example of the damage that can be done. Who could forget all of those news reports or newspaper articles written on the multiple recalls that plagued Toyota? In fact, in the last 12 months Toyota has issued a dozen recalls ranging from floor mats to faulty accelerator pedals to rusted out spare-tire carriers. According to their former Chief American Spokesman Jim Olson, the root of the issue was miscommunication. Jim writes in a book to be release in November, The Little Red Box of Management “internal distrust and flawed communication are the root causes of its current crisis.” There was a clear division between Toyota’s decision making and execution teams. Jim argues that this slowed the company down and prevented communication and planning within Toyota. The results were obviously devastating to the family members of those hurt or killed in accidents caused by these problems. Time will tell but these problems could also have a devastating effect on the future health of Toyota.
I recently experienced miscommunication on a personal level and from this realized that no industry is immune from this problem. My father in law was in the hospital in critical condition and it was evident after a couple of days, his team of Doctors were not communicating clearly amongst themselves. This was an extremely difficult, emotional time but to have this miscommunication happen only added stress and confusion, on top of an already delicate situation. The miscommunication surfaced in completely different progress reports that were given to the immediate family. One Doctor would give his diagnosis and then the other Doctor would give a completely opposite diagnosis. It was as if the two doctors didn’t come together and compare notes. This miscommunication led to anger and confusion and eventually resulted in him being transferred to another hospital. For me what was so surprising was that I didn’t expect to experience this at a hospital, during something as serious as a patient in critical condition.
Good communication is the backbone of any organization. As an organization grows and becomes more complex, there is more opportunity for miscommunication to spread within. You can see from the above two examples, it can have a damaging effect on an organization and its customers. How well do your employees and departments communicate with each other? Are there any walls that need to come down to prevent miscommunication?
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