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  • David Watts

The cost of poor communication.

Updated: Jan 7, 2022

Those of you who have been around remember Communication is Key!!!

To understand communication, we must first know what it is simple right? Well, no it is not always that simple. According to Merriam-Webster communication is:

1: the act or process of using words, sounds, signs, or behaviors to express or exchange information or to express your ideas, thoughts, feelings, etc., to someone else

2 formal: a message that is given to someone: a letter, telephone call, etc.

3: the ways of sending information to people by using technology

Effective communication is not just a "nice to have." It is an essential skill that can make or break a team. According to an article by David Grossman, "data show us how hefty the cost of poor communication can be:

1. $37 billion: total estimated cost of employee misunderstanding (including actions or errors of omission by employees who have misunderstood or were misinformed about company policies, business processes, job function or a combination of the three) in 100,000-employee companies, among 400 surveyed corporations in the U.S. and U.K. (average cost per company is $62.4 million per year)" Source:

How can we be better communicators?

  1. Stop making excuses. Commit to getting better, for you, your team and the customers.

  2. Be clear in the communications in all directions. We must relay information to multiple outlets. The crew, the warehouse, the customer, the client, insurance company representatives, and our internal team. Deliver your message with the right content and meaning to engage with them.

  3. Be consistent set the frequency, do not rely on memory if the communication occurs via the phone or text. Follow up in an email, all communications must be documented, if it is not then come time to close the file it is like it never happened.

  4. Be focused know what message you are sending to the audience. Have it be meaning full and clear.

  5. Be persistent. Good communications are a skill, and like all skills it takes practice and feedback to get better

Keeping a consistent and structured method to communicate will help all projects run smoother and more efficient.

I challenge you all for the next 30 days to follow up with the crews (you have on projects) at the end of the day for a text update with sign in sheets. If all the project management team keeps this focus, we will no longer have to follow up with the crews. This will let our communications going out be more effective and timelier.

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