Common Communication Breakdowns: Toni Harrison Of Etched Communication On The Most Common Communication Breakdowns In Corporations And How To Avoid Them

Thank you so much for joining us in this interview series. Before we dive into our discussion about communication, our readers would love to “get to know you” a bit better. What do you think makes your company stand out? Can you share a story?

“Etched distinguishes itself through its unique approach to crisis management, with a special focus on culture. In today’s world, where social and racial justice movements such as those sparked by George Floyd’s death and the Stop Asian Hate campaign have become pivotal, our firm’s expertise becomes even more relevant. Five years ago, the fusion of culture with crisis management might have been met with skepticism. However, the current landscape has underscored the importance of such an integration for major corporations, especially Fortune 500 companies. The rarity of organizations that possess the specialized knowledge to navigate these complexities sets us apart. This, coupled with our exceptional service and expertise, is why we have been recognized with awards. It’s not just what we do; it’s the significance of our work in fostering a just corporate culture that defines our success.”

You are a successful business leader. Which three character traits do you think were most instrumental to your success? Can you please share a story or example for each?

1. Tenacity
2. Growth Mindset
3. Ingenuity

Leadership often entails making difficult decisions or hard choices between two apparently good paths. Can you share a story with us about a hard decision or choice you had to make as a leader? I’m curious to understand how these challenges have shaped your leadership.

“One of the toughest decisions I faced was guiding our company through a period of significant growth. We were presented with numerous opportunities, attracting interest from various organizations eager to collaborate with us. However, our core aspiration has always been to deliver unparalleled service to our clients. With this goal in mind, and considering the importance of managing team workloads effectively, I made the challenging choice to decline several business prospects. This decision was rooted in our commitment to maintaining the quality of our service and results, without overburdening our teams. It also allowed us to adhere to a rigorous hiring process, ensuring that we could redistribute workloads efficiently. Ultimately, this approach safeguarded our standards of excellence and team well-being.”

Ok, thank you for that. Let’s now jump to the primary focus of our interview. Let’s begin with a basic question. Why is communication within an organization so essential? Can you recall a specific situation where effective communication within your organization led to a significant breakthrough or success?

Following as we’ve seen DEI growth in the corporate marketplace, a lot of companies realized they needed to embrace the concept that’s elevated. Yes. I think following trends we’ve seen ei growth in the corporate marketplace, or in that business. Companies realized they needed to embrace the concept. It’s elevated within their organization. But they weren’t sure how to do it. And communications, we can have way too many companies being successful. You know, talking with their employees, finding out what’s important for them, learning from them in terms of their experiences and how they feel the workplace supports or doesn’t support them. And because of that, we were able to you know, implement multicultural communication strategies as a number of corporations, but it started with communication and how they communicated

Is there such a thing as overcommunication? Have you ever faced any challenges or backlash due to overcommunication, and how did you address it?

“The notion that one can never over-communicate is a misconception. Effective communication involves a balance where both the sender and the receiver play crucial roles. Overloading the receiver with information can lead to confusion, making it difficult for them to grasp or retain the essence of the message. Excessive communication tends to obscure the intended response, complicating the clarity and reception of the message. It’s essential to be direct and concise, ensuring the key takeaways are easily understood. By focusing on what needs to be conveyed for clear understanding, we can avoid the pitfalls of over-communication and enhance the effectiveness of our interactions.”

How do you strike the balance between over-communication and under-communication within the organization? What guiding principles do you follow?

“To mitigate the risk of over-communication, thoughtful structuring of your message is essential. Begin with the most critical point — what is the core message or takeaway for your audience? Next, support this with one to three succinct points that underscore the necessity of this information, effectively demonstrating its relevance. Reiterating the main point reinforces its importance, akin to utilizing an inverted pyramid approach to emphasize key takeaways and desired outcomes. Equally crucial in communication is the conveyance of emotion; messages devoid of emotional resonance often fail to leave a lasting impact. Tailoring the information to resonate personally with your audience enhances its relevance and retention. Remember, effective communication is a two-way process, equally about the sender’s intent and the receiver’s interpretation. Ensuring these two align is fundamental to successful communication.”

The rise of hybrid work has brought new communication dynamics. How have you found this shift affecting communication within your organization, and what innovative methods have you implemented to adapt?

“Cross-functional dialogue, enriched with collaborative tasks, fosters a sense of unity as each participant recognizes their role in contributing to the collective goal. This approach facilitates smoother integration within teams. However, the crisis management sector reveals a lesson often learned through adversity: the disconnects among departments — such as government affairs not coordinating with public relations amidst a regulatory issue — can lead to unpreparedness and reactive measures instead of proactive communication. To circumvent such scenarios, initiating deliberate collaborative efforts is key, albeit it may initially present challenges due to differing perspectives and problem-solving approaches among teams. Embracing these differences is crucial for fostering a comprehensive understanding and response mechanism.

Moreover, emphasizing intentional and consistent communication across teams is vital. It helps in bridging gaps and aligning strategies, ensuring that the entire organization operates cohesively. Cultivating a strong workplace culture is equally important, as it influences daily operations and team dynamics. Whether in a traditional office setting or a hybrid work environment, the essence of culture and its integration into communication strategies plays a pivotal role in shaping effective collaboration and achieving organizational success.”

In an era of specialized roles and departments, how do you ensure that different parts of the organization are not working in silos, and what mechanisms encourage cross-functional dialogue? Similarly, how do you maintain a sense of unity and shared purpose among teams in a hybrid work environment?

Cross-functional dialogue thrives on collaborative assignments, emphasizing the integration of various contributions towards a cohesive whole. This approach not only facilitates easier integration but also underscores the importance of bringing diverse perspectives to the table. In the realm of crisis management, we’ve observed organizations learning the hard way that siloed departments such as government affairs and public relations can lead to regulatory issues and unpreparedness in corporate communication. To circumvent such challenges, deliberate collaboration is key. It might initially feel uncomfortable due to differing viewpoints on work, business, and problem-solving approaches across teams, but it’s imperative for organizational success. Being intentional and consistent in communication, similar to practices in a traditional work environment, fosters a culture of openness and shared responsibility. This cultural emphasis is vital, as it directly influences daily operations and the overall workplace ethos. Through intentional cross-functional dialogue and embracing a culture of collaboration, organizations can navigate challenges more effectively and foster a more integrated and responsive work environment.

What are your “Five Most Common Communication Breakdowns In Corporations And How To Avoid Them”?