Is communication undermining the results in your organization? Three perspectives to explore

October 20, 2020
Hèctor Verdú Martí

Salome Guerra is our fictional character for cases based on reality. In the middle of her life, she has learned a lot, but she is even more eager to learn. That is why she has devoted her life to helping people and teams improve and grow… "inwards, because then this is projected outwards," she says with that sly tone of hers.

This week, Salome started working with the team in charge of carrying out a project to improve the information between the headquarters and the stores of a luxury distribution chain. The team is suffering a great deal with the well-known dialectic "those at the headquarters don't take care of us" — "each store does whatever they want and there no trace of alignment".

It seems clear that the communication channels are not working as expected. Even though, in recent years, the management, noticing something was wrong, has made an effort to pave the route to make traffic more fluid; that is, it has set up a digital platform, social network kind of, so that store employees could raise their doubts, complaints and needs, share information among themselves and with the central, etc. Apparently that the attempt works … apparently, because, although it is not Twitter or Instagram, the daily logs on the platform are quite a lot. So, Salome has decided to dig deeper, beyond the surface, and explore not the quantity but the quality of the communication.

The channels and the amount of communication acts do not make it better; the quality of communication depends on what the people brings in there

In her interviews with the team, Salomé has been exploring one of the aspects that most determine the quality of communication: trust. Surely you already guess where she is aiming at, the greater the trust, the better the communication quality. And trust is not something that is built by applying formulas and manuals. But here are some tips to get you started:

· Among the subjects who participate in communication, who is afraid of what?
· What is the origin of fear? What is it based on? In verified facts? In assumptions and inferences? I bet it is the latter.
· Oh, and, above all, what is not being said, is being avoided or is being pretended. Are the words underlined by the facts or do they show incoherence? Is there transparency or occultism? Because more communication does not mean more information, this is a toxic assumption. How much information is relevant? What if I tell you that I live better informed reading a weekly than being hooked on Twitter and 24-hour channels?

Let's see what Salome can get from all this! And let us see what you discover.