The Communication Conundrum Part 2

During my time as a coach and consultant, a recurring theme keeps cropping up -communication. Or, more accurately, the skill of, the dark art of, and the lack of! This issue transcends individual personalities or businesses; it seems to be a universal struggle.

 

I’ve voiced my frustrations on this before, but an experience yesterday (Mother’s Day) reinforced just how widespread the problem is. My wife and I, along with our Border Terrier, headed onto the fells, a regular escape for us. Our main topic of conversation? Communication.

 

My wife works in education and frequently liaises with multiple agencies, encountering the same frustrations that I regularly witness. Emails go unanswered. Follow-up emails meet the same fate. Calls are not returned. WhatsApp messages are read but ignored. Ghosting is now commonplace. And all of this in an era where we have more communication platforms than ever before.

 

The Disconnect Between Priority and Courtesy

We both understand that people are busy; we all are! And yes, what is a high priority for one person may be a low priority for another. But communication should be a two-way street. Those in senior positions often believe their organisations communicate effectively, but is that perception accurate? When you’re in a leadership role, communication to you is often razor-sharp because people want to stay on your radar. But does that same clarity and responsiveness go back down the chain?

 

Personally, I never leave emails unattended at the end of the day. If I can’t action something immediately, I at least acknowledge receipt and set expectations. It’s a simple courtesy that takes moments but demonstrates respect and efficiency.

 

Instant Communication, Yet Slower Responses

We live in an era of instant messaging, where we can communicate with anyone, anywhere, within seconds. So why does it feel like getting a response is harder than ever? How long is an acceptable timeframe to reply to an email or message? A day? A week? Never? Is it acceptable to ignore people altogether? Having been a Regional Hotel General Manager, I know what ‘extremely busy’ looks like. But no matter how hectic my days were, I never lost my commitment to responsiveness. Surely, in the time it takes to scroll social media or read another email, one could send a quick acknowledgment? 

 

The Competitive Edge of Effective Communication

This isn’t just a matter of etiquette; it’s a business issue. Communication (or the lack of it) can define success or failure. Businesses which prioritise clear, timely communication gain a competitive edge. They create better relationships with clients, suppliers, and colleagues, which translates to efficiency, trust, and ultimately, success.

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So, I put the question to you - how well does your organisation communicate? Internally, between colleagues? Externally, with customers and suppliers? Are people genuinely too busy to acknowledge a message, or have we just become accustomed to poor communication habits?

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- Antony