Lost in Translation: Communication Challenges

Georgia Hodkinson GMBPsS

Organisational Psychology Consultant

April 2025

I sit with managers who show frustration over communication. "I've explained it three times. Why aren't they getting it?".

It reminds me that clear communication is about what the other person actually understands. More than words, communication thrives on connection and when that connection breaks, it costs more than we realise.

We've all felt misunderstood. Often the issue is subtle. We assume others can read our intentions clearly, a bias psychologists call the illusion of transparency. In fact, we tend to overestimate our clarity by nearly half (Gilovich, Savitsky, & Medvec, 1998).

Managers might think their instructions are obvious, but their teams could be hearing something totally different. I've watched this scenario unfold often. A leader announces a new plan, expecting excitement but getting awkward silence instead. A manager delivers feedback that's meant to be helpful but comes across harshly. Teams smile and nod during meetings, then whisper questions to each other later.

Gallup reported that 74% of employees feel left out of important company updates. McKinsey even put a price on this, finding that poor communication costs a company with 100 employees around £350,000 per year through lost productivity and disengagement. That’s a lot of money down the drain. But beyond numbers, unclear communication quietly eats away at trust. People stop collaborating, disengage, or hold back ideas, worried they'll misinterpret or make mistakes.

Communication Accommodation Theory (CAT) offers a helpful insight here. CAT emphasises adapting your message, your tone, pace, or even language to match the listener's needs. Meeting people where they're at genuinely improves understanding. Another great resource is Marshall Rosenberg's Nonviolent Communication (NVC). NVC is about clearly expressing your feelings and needs while deeply hearing the other person's point of view. Teams practicing NVC consistently report less conflict and stronger bonds.

Small shifts can create big improvements. For instance, the manager I spoke to started checking her team’s understanding more often instead of assuming it was clear. She also worked toward encouraging Adult-to-Adult interactions, making conversations safer and more productive.

Here are some simple, actionable steps any manager can try:

• Regularly ask teams to repeat back their understanding.

• Create space where people feel comfortable sharing doubts or interpretations.

• Aim for conversations that are respectful, direct, and curious.

• Invest in straightforward, psychology-backed communication training.

  
  

Good communication is about making sure everyone genuinely understands and feels heard and this is something every manager and team can start improving immediately. If you'd like support boosting your team's communication skills, feel free to reach out. I'd love to help.

References:

Gilovich, T., Savitsky, K., & Medvec, V. H. (1998). The illusion of transparency: biased assessments of others' ability to read one's emotional states. Journal of personality and social psychology, 75(2), 332.