It's Not a Communication Problem
The real problem is often disguised as a communication problem.
I often hear the same refrain when I coach teams: “We have a communication problem.” But nine times out of ten, what they really have is a systems problem that’s disguised as a communication problem.
Think about it, most people want to communicate well. They want to be informed, included, and in sync. But if the systems that support communication are clunky, unclear, or inconsistent, even the best intentions get lost in translation.
Here’s what I mean:
The pastor thinks they sent an email, but the staff says they never got it. It turns out it was buried in a long thread about who’s bringing snacks for the youth lock-in.
A team assumes everyone knows the plan because “we talked about it in the meeting,” but no one wrote it down.
Updates are scattered across texts, emails, hallway conversations, and smoke signals (okay, maybe not smoke signals, but you get the idea).
These are not communication failures. They’re system failures.
If you want to strengthen communication in your organization, don’t start with more memos; start with better systems.
Here are a few ways to find (and address) the gaps:
1. Map the Flow of Information
Ask yourself, “How does information move through your organization?” Where does it start, who touches it, and how does it reach the people who need it? Could you draw it out? You’ll be surprised by how many leaks and dead ends you find.
2. Clarify Ownership
Every piece of information needs an owner. Who is responsible for sending, updating, and archiving it? Shared responsibility often means no one actually does it.
3. Standardize Your Channels
Decide where certain types of communication belong. For example:
Announcements go in email newsletters.
Decisions go in the meeting minutes.
Quick updates go in group chats.
Create clear expectations and stick with them long enough for habits to form. Ensure everyone who needs the information has access to the meeting minutes or the group chats. Never assume; always double-check.
4. Create Feedback Loops
Communication isn’t complete until someone responds. Build in simple feedback loops: “Can you confirm you received this?” or “Does this make sense?” It’s amazing how many misunderstandings can be prevented just by asking.
5. Review and Refine Regularly
Good systems evolve. Set a recurring time, quarterly or semi-annually, to ask:
What’s working?
Where is there confusion, and what’s the cause of the confusion?
What can we simplify?
Communication thrives where systems support it. When those systems are healthy, messages move clearly, people feel connected, and the mission advances without unnecessary friction.
So the next time someone says, “We have a communication problem,” pause before sending everyone to another workshop. Instead, ask, “Where’s the system breaking down?” Strengthening the system leads to clarity. And clarity helps us move forward.