The Illusion of Communication: Setting Clear Expectations in Business

"The single biggest problem in communication is the illusion that it has taken place." – George Bernard Shaw

If there was one thing in business I could fix with a wave of a magic wand, it would be clarity of expectations. Time and time again, I've seen leaders and teams stumble over this hurdle, leading to missed opportunities and eroded trust.

Imagine this scenario: You set a task for a team member, confident in your clarity. Yet, when you check the outcome, it's far from what you envisioned. The opportunity window closes, and both you and your team member are left feeling frustrated. The culprit? Expectations that weren't clearly set or agreed upon from the start.

If I had one wish in business, it would be to make clarity of expectations super easy. Unfortunately, there's no magic wand for this. We must tackle it head-on, understanding that communication is complex and often misinterpreted.

Consider a conversation I had with a CEO client. Friction was growing between him and his COO. The CEO was perplexed at the COO's performance, assuming he should "just know" what was expected. This assumption led to a breakdown in their relationship—a common trap many leaders fall into.

So, how do we communicate expectations effectively?

1. Team Cohesion: Building a cohesive leadership team is essential. At Crystalyzer, we use Patrick Lencioni's "5 Dysfunctions of a Team" process to foster cohesion. This foundation allows for the tough conversations necessary to resolve issues and align on expectations.

2. Functional Accountability: Leaders should focus on outcomes, not micromanaging tasks. We use Functional Scorecards and regular reviews to define and assess expected outcomes, ensuring everyone knows what's expected.

3. Operational Performance: Visibility is key. Our Key Function Flow Map (KFFM) makes expectations clear and visible, leaving no room for ambiguity.

4. Priorities and Metrics: Clarity in priorities and metrics is non-negotiable. We regularly review these to ensure everyone is aligned and on track, minimizing surprises.

5. Meeting Decisions and Actions: At the end of every meeting, we review decisions and actions to ensure a shared understanding. This practice prevents miscommunication and keeps the team aligned.

While we may not get it right every time, these strategies help us achieve clarity of expectations across all aspects of our business. By doing so, we remove confusion, enhance communication, and ensure our team is focused on the same goals.

How do you ensure clarity of expectations in your team? Share your thoughts and experiences in the comments below!