One of the most-often quoted lines from the movie “Cool Hand Luke,” is “What we’ve got here is…failure to communicate.” Good communication skills are a vital part of your business success. And good communication skills start right at the top, with you. You set the tone. You also need to set the tone for your associates by letting everyone know you will not tolerate “bad communication.”

By this I mean the office rumor mill (which exists in every human enterprise) where a bad apple can spoil the whole bunch with malicious gossip or just plain snarky behavior. One constant observation we have noticed in our consulting is how bad actors can poison an entire enterprise. In some cases, it’s simply how some insecure people affirm their place in the world; in others, it’s a case of truly malicious behavior. I have found that some folks are just angry at the world and have been so for so long its now just a normal attitude for them. Such behavior must not go unchallenged.  

At one operation we dealt with a person who could charitably be labeled a “piece of work.” He would tout his supposedly Godly faith at almost every turn, yet he would then talk trash about others, including his partners, family, and even our industry.  This narcissistic attitude nearly killed the companies for which he had worked previously.  

Poor communication skills can also affect the businesses of “good people.” In another consulting case we encountered a wonderful family man who needed funding, but would not openly communicate. One of his own team members was related to a banker, and when we learned this and spoke to the banker, he gladly reached out and got the business the needed funding. That helped them hit their first million-dollar year in net earnings.  

Most of the failed partnerships we see are rooted in poor communication. Yes, some of those failures were deliberate—even evil—but most most were the result of poor communication. Think of a snowball rolling downhill. Early on, it is easily stopped in its tracks, but left to its own devices it can turn into an unstoppable force. The little things add up and eventually create bigger and bigger problems that can no longer be solved amicably. 

As the leader your duty is to build a culture that has high values. The first step is to honestly look at yourself and see where improvement is needed. Remember, you will always lead others by the example you set every minute of every day. This journey can be challenging in the beginning, but as you dig deeper you will find a great relief and a new comfort now that you are a wiser and better person than before—one better able to lead not only yourself but your team.  

One advantage is that after your epiphany (or awakening, if you prefer), you will now be able to spot those attitudes in others. From that gift you will be able to help them as well.  This was exactly what happened to me. A friend took the time to point out the self-induced challenges that I needed to fix in order to be a better leader. From him, I learned an important rule regarding communication: in order to communicate with others, they need to hear what you are saying. One method is to apologize for being so direct. That tends to disarm folks, and they then focus on the message a little better. There is an old business adage that says, “people don’t care about what you know until they know how much you care.”

Below are some of the communication-related skills we have distilled from our years of consulting.  

 

Honesty: Tell the truth all the time. 

Empathy: Tell the truth in a direct yet respectful and empathetic way. Shoot straight with people, but don’t shoot them between the eyes.

Courage: Have the courage to put uncomfortable topics on the table and force a discussion. Start a dialogue about precisely what it will take to address the problem head-on and move toward a positive solution. 

Safety: Create a safe environment for open and honest communication. When honesty is a one-way street eventually traffic down that street will die.

Intellectual Attention: In an intellectually tuned-in culture, ideas are tested, what-ifs are challenged, and people welcome and encourage critical examination of ideas and information, no matter the source. The goal is for only the best ideas to be selected.

Transparency: A hallmark of great organizations is that they share as much information as they can with all of the team and stakeholders. Foster a free flow of information across all levels of the business. 

Positive Encouragement for All: Display a respectful and sincere attitude for the folks that are part of the team. Let them know how much you value them.  

What honest and effective communication does is give you tools and pathways to getting things fixed and back on track quickly. You are a good soul in a wonderful industry helping thousands every year. The simple truth is good communication will equal success.