Pillars of Excellence Series: Building Bridges, Not Tunnels

Do you feel like you’ve told your team what you want them to do but they’re still not getting it done?

Or as though there are certain things they should know about a customer that the team seems to keep forgetting? 

Or even confused on why one field crew seems to not be aligned with the dispatcher? 

Witnessing these issues is like watching a game of telephone gone wrong, but with serious financial consequences. 

In many cases, a myriad of factors can converge to create challenges like these. However, communication often emerges as the linchpin. Even if the root cause lies elsewhere, effective communication remains the primary tool for resolving issues and fostering solutions that lead to operational excellence.

Check out our introduction blog to excellence here.

Avoiding The Tunnel Of DARKNESS

I've coined the term "Tunnel of Darkness" after my frustration caused by drivers who significantly reduce their speed when approaching a tunnel or driving under an underpass, even in the absence of traffic or obstacles. In my mind, I’m thinking ‘There’s nothing in front of you! Why are you slowing down?’.

Well, here’s why: there’s a level of unpredictability and enclosure in both circumstances causing drivers, even when there is no traffic and no obstacles, to slow down and become cautious. 

The same thing happens in teams when there’s a lack of effective communication. As leaders, we unintentionally create Tunnels of Darkness for our team and then get surprised when they slow down or aren’t performing the way we need them to. 

Tunnels are created when we withhold clarity, transparency, and active listening. 

Why You Want Bridges, Not Tunnels 

When communication breaks down and our teams are left in the dark, everything else starts to slow down - deadlines, goal performance, revenue, you name it. And the consequences will keep stacking up and leak into other areas of your business from client satisfaction to team morale.

And let's not forget about the financial implications—according to recent studies, businesses lose millions of dollars each year solely due to poor communication practices.

Choosing to build bridges, not tunnels, unlocks a world of opportunities within a team. Collaboration is easier, projects can run smoother (and quicker), and creative innovation thrives. Plus, a culture of bridges fosters trust and engagement, leading to happier, more motivated employees.

Did  you know that unmotivated employees cost businesses a combined $450 BILLION in losses from low productivity, absenteeism, and lost opportunities. 

Building The Right Bridges 

Open and effective communication doesn’t need to be complicated - simplicity is the name of the game in almost every pillar of operational excellence. So, if this is the key to unlocking productivity and awesomeness in your team, then what does it look like in action? 

The cliche here would be to say it starts with clarity. Which, in all fairness, you can’t be a good communicator if you’re not clear. But, more importantly, integrity and compassion are going to be major contributors to how well you communicate with your team. 

What are you not telling your team because you don’t think they deserve to know? How are you beating around the bush with constructive feedback because you’re afraid to make them feel bad? Are there unaddressed issues within the team that could be resolved with more open dialogues?

So, yes, be clear when you communicate - tell them what your expectations are, tell them when they’ve missed the mark, get them on the same page as you. But also allow integrity and compassion to help you filter through how to be clear with your team. This will also help you balance transparency - another vital element. Your team doesn’t need to know everything, but leading with honesty builds a culture of trust, encourages accountability, and empowers team members to take more ownership of their work.

Being compassionate will also make it easier to actively listen. This is probably the most talked about and least executed aspect of effective communication.  It's not just about hearing what someone is saying; it's about truly understanding their perspective, empathizing with their concerns, and responding thoughtfully. Active listening fosters meaningful dialogue and strengthens relationships within the team.

What Immediate Steps Can You Take With Your Team? 

First and foremost, lead by example. Be transparent, actively listen to your team members, and provide regular feedback. Show your team that communication is a top priority and encourage them to do the same. 

Invest in the right tools and technology to facilitate communication. Whether it's a project management platform, collaboration software, or regular team meetings, find the tools that work best for your team and leverage them to streamline communication. My team and I like to use a good balance of Slack and Monday.com. In fact, no team communication is ever really in my emails - that keeps my inbox reserved for high priority communication with clients. 

But perhaps most importantly, create a culture of open communication where all team members feel comfortable expressing their ideas, concerns, and feedback. Encourage open dialogue, celebrate diverse perspectives, and foster a sense of belonging within the team. If you tell team members “You can always speak up” but are constantly shooting down ideas, giving critical feedback in group settings, or brushing off concerns, then you aren’t proving to them that they can confidently speak up. 

Remember, effective communication is not a one-time fix—it's an ongoing process. By embracing it, you can set your team up for success and pave the way for operational excellence.

And if you're ready to take the next step on your journey to excellence, be sure to check out our Operational Excellence Quiz. It's a great way to assess your current practices and identify areas for improvement, so you can continue to build a culture of communication and collaboration within your team!

Stay Tuned 

This blog series is all about how you can practically implement strategies for excellence in your business. We’re just getting started! Check out last week’s post to understand the basics of Excellence and Lean Leadership here. Or stay tuned next week to discover how Customer Centricity can revolutionize revenue, goal achievements, and more successes.