Communication Breakdown
April 25, 2025
Clear, Frequent, Unbiased Communication: The Make It-or-Break It Factor in Organizational Performance
In our work at Qorval Partners, we’ve helped hundreds of companies through moments of transformation, disruption, turnaround, accelerated growth, and strategic/financial exit. We’ve worked shoulder-to-shoulder with boards, C-suites, business owners, PE funds, family offices, hedge funds, and operations, finance and sales/BD teams navigating complex environments, and while no two companies are the same, one persistent issue emerges as a universal roadblock:
A lack of clear, frequent, and unbiased communication.
Whether it’s a scaling company struggling to align departments, a mature organization losing cohesion across silos, or a leadership team navigating a pivot—communication challenges are often the silent saboteurs of progress.
The Classical Communication Model: A Simple Truth That Still Applies
To understand why breakdowns occur, let’s revisit the classical communication model. Though basic, it remains profoundly relevant in today’s fast-moving, tech-saturated business world:
- Sender – The initiator of the communication.
- Message – The idea, request, or information being conveyed.
- Channel – The medium used (email, phone call, in-person meeting, Slack, etc.).
- Receiver – The individual or group receiving the message.
- Feedback – The response confirming whether the message was understood as intended.
- Noise – Any interference—physical, emotional, cultural, or digital—that disrupts or distorts the message.
Every time a message is sent within an organization, it’s subject to this chain. And at each point, something can (and often does) go wrong.
The Listening Gap: Responding vs. Understanding
A critical component often ignored in this process is active listening. Too often, professionals fall into the trap of listening to respond—formulating a reply before the speaker even finishes their thought.
The alternative, and far more valuable behavior, is listening to understand—engaging with curiosity, suspending assumptions, and seeking clarity over conclusion.
This simple shift in behavior has profound effects:
- Teams become more collaborative.
- Conflict reduces.
- Misunderstandings are caught early.
- Trust grows.
And in a high-speed, information-overloaded workplace, the leader who listens well often sees the clearest path forward.
The “Telephone Game” in the Workplace
We’ve all played the childhood game “telephone,” where a whispered message makes its way around a circle and ends up hilariously misquoted by the end.
In organizations, it’s not so funny.
When strategy, feedback, or direction passes through multiple layers—department heads, project managers, cross-functional teams—the risk of distortion increases exponentially. What began as a focused message becomes:
- Oversimplified
- Politicized
- Filtered through bias
- Lost in translation
This is where unbiased communication becomes critical. Messages should be stripped of agendas, assumptions, and “spin.” Leaders must check their ego at the door and prioritize accuracy, consistency, and clarity over style.
The Email and Texting Trap: Don’t Assume You’ve Been Heard
We live in an era of constant pings, dings, and unread notifications. A dangerous (and increasingly common) assumption many professionals make is:
“If I sent the message, they must have received and understood it.”
Unfortunately, that’s not how human systems—or inboxes—work.
We see this in our engagements all the time:
- An important update is buried under 80 other Slack messages.
- A text gets misinterpreted without tone or context.
- An email is skimmed, misunderstood, or never opened.
And yet, the sender often moves forward assuming alignment.
A simple phone call—yes, an actual voice-to-voice conversation—can cut through the fog. Pick up the phone. Ask, “Hey, did you see that note I sent yesterday? Anything unclear?” These small check-ins are productivity multipliers.
10 Ways to Improve Communication Across Your Organization
- Clarify your intent before you hit send or speak. What do you really want to communicate?
- Choose the right channel for the message. Not everything should be in an email.
- Avoid passive-aggressive messaging. Be direct, kind, and clear.
- Follow up with feedback loops. Don’t assume—verify that the message landed.
- Coach your team on active listening. Make it part of performance expectations.
- Create rhythm in communication. Regular check-ins, standups, or all-hands foster alignment.
- Encourage clarification, not assumption. “Can you clarify what you meant?” should be welcomed.
- Model transparency from the top. Leadership’s communication style sets the tone for the organization.
- Encourage brevity without sacrificing clarity. Say enough to be clear, not everything you know.
- Celebrate communication wins. When a team navigates a tough issue well, recognize it.
Five Assumptions That Should Be Managed in Organizational Communication
To improve internal alignment and effectiveness, challenge these common assumptions:
“If I said it once, they heard and understood it.”
In reality, people often need repetition and context.
“Everyone reads all of their emails or messages.”
Many scan. Many miss things. Important messages need follow-up.
“People interpret my tone the way I intended it.”
Without vocal tone and body language, misunderstandings multiply.
“People feel safe enough to ask questions or say they’re confused.”
Psychological safety must be built, not assumed.
“Communication is someone else’s job.”
Everyone plays a role in building an effective communication culture.
Final Thoughts: Communication is the Culture
At Qorval, we say all the time:
“Communication is not just a skillset—it’s a reflection of your organizational culture, and a statement of priorities.”
Great companies aren’t just efficient, innovative, or aggressive. They are clear. They are aligned. They talk openly and often. They close loops, check assumptions, and listen with intent.
Whether you’re scaling, reorganizing, or trying to revitalize a tired operation—start by tuning in to how your organization communicates. Because in most cases, you’re not lacking vision.
You’re just not transmitting it effectively.
#communication
#communications
#strategy
#execution
#qorval
#qorvalpartners
Paul Fioravanti, MBA, MPA, CTP, is the CEO & Managing Partner of QORVAL Partners, LLC, a FL-based advisory firm (founded 1996 by Jim Malone, (1942-2021) six-time Fortune 100/500 CEO) Qorval is a US-based growth and exit advisory, turnaround, restructuring, business optimization and interim management firm. Fioravanti is a proven advisor and CEO with experience in more than 90 situations in more than 40 industries. He earned his MBA and MPA from The University of Rhode Island and completed advanced post-master’s research in finance and marketing at Bryant University. He is a Certified Turnaround Professional and member of the Turnaround Management Association, the Private Directors Association, Association for Corporate Growth (ACG), Association of Merger & Acquisition Advisors (AM&MA), the American Bankruptcy Institute, and IMCUSA. Copyright 2025, Qorval Partners LLC and/or Paul Fioravanti, MBA, MPA, CTP. All rights reserved. No reproduction or redistribution without permission.
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