On my way to a consulting project, I stepped into an elevator and overheard two men deep in discussion about their upcoming meeting.
One said, “We’ll have to be careful in the conversation with her so that she hears what we have to say. This has to be done in an appropriate manner. She has to listen at some point—there’s too much at stake.”
With his head against the elevator wall, the other responded, “This is such a mess.”
Moments later, one added, “People are so stupid—present company excluded,” nodding my way.
Even though we shared a brief laugh as I exited, it was clear—this was not a good day for these two individuals. Yet, they were right about one thing: the manner in which a conversation is handled often determines whether it leads to resolution or disaster.
As I reflected on their exchange, I recognized a familiar pattern—what they were experiencing was a chronic symptom of poor communication.
Poor Communication Shows Up in Many Ways
- Long, cryptic, or rambling emails that are misunderstood, leading to frustration, hurt feelings, or inaction
- Inefficient systems and unclear processes that leave people confused about next steps
- Unproductive meetings without clear purpose or outcomes—draining collective energy and time
- Failing to truly understand a client’s or customer’s needs, eroding trust and confidence
- Distracted supervisors who don’t listen to their teams, creating alienation and low morale
- Ignoring generational differences in communication styles, resulting in misunderstanding or offense
The Consequences of Poor Communication
- Lost time: Misunderstandings take longer to process and repair
- Eroded trust: Clarity disappears, and confidence wanes
- Damaged relationships: Words spoken in haste or frustration create distance or destruction
- Low morale: Insensitive or ineffective communication diminishes engagement
- Costly turnover: Replacing an employee can cost up to three times their annual salary
According to Gallup, replacing leaders and managers costs about 200% of their salary, technical roles 80%, and frontline workers 40%—not to mention the loss of morale and organizational knowledge.
Gallup also found that employee retention is closely tied to “getting recognition right.” In fact, employees who receive high-quality recognition are significantly less likely to leave.
The Payoff of Thoughtful Communication
When communication is intentional and skilled, the benefits ripple across the organization:
- Trust and loyalty deepen
- Engagement and morale rise
- Collaboration improves
- Talent stays longer
- Productivity and influence increase
Engaged employees are the lifeblood of any thriving organization. And communication—clear, empathetic, and intentional—is what keeps that lifeblood flowing.
The Leadership Imperative
In my consulting and leadership development work, one question consistently surfaces:
How can we build lasting relationships, grow a healthy business, and make a positive impact—without communication excellence?
The truth is, we can’t.
Leadership begins and ends with the willingness to become skilled in our communication—when communication matters, people flourish and organizations thrive.
CCE has been refining the art of conversational leadership—how to bring honor, connection, inspiration, and trust into your realm of influence, ultimately defining and creating a culture that perpetuates these values and extends organizational success. If you are interested in knowing more about our ConversationMatters! Workshop or our trainings, schedule a free consultation. I would love to answer your questions!