The Leader’s Playbook: Why Communication is the Ultimate Game-Changer
This article is part of The Communication Imperative series, focused on helping mission-driven leaders cultivate clear, honest, solution-centered dialogue.
Over the past month, I’ve written about the importance of clear communication. I’ve touched on the cost of poor communication, the steps to creating a culture of positive dialogue, and how to become solution-focused instead of problem-focused. Now, I want to bring it all home by stressing that great communication starts and ends with you: the leader.
My monthly newsletter is called “The Whistle” because I have 25 years of experience as a soccer referee. Over those years, I have learned tremendously valuable lessons, not the least of which is the art of communication. As a referee team, we always hold a pregame meeting to discuss how we will manage the game and ensure we know how to communicate with one another. Throughout the match, we communicate almost constantly—even when the audience can’t see it. We review our performance at halftime and reassess everything once the game ends.
Beyond our internal team, we are also very deliberate in how we communicate with coaches and players. We strive to be assertive, direct, and respectful, ensuring they know what to expect—and then we follow through. Believe it or not, referees truly do try to be consistent!
While it’s not a perfect analogy, there is much to be gained by comparing the pitch to leadership communication within your organization.
You Set the Tone
As a leader, it is your responsibility to set the tone for communication. You must be the first to be clear, assertive, and respectful. You need to demonstrate healthy communication in all areas—with clients, staff, board members, donors, and the community. Whether you realize it or not, you are being watched. What you say and how you say it directly affects your team’s behaviors. If you want a healthy, productive team, you must first model what healthy communication looks like.
Be Clear on Expectations
Years ago, before I grew in my leadership, I used to get frustrated with people who didn’t do things the way I thought they should—even when I felt I had communicated my expectations. I still sense that frustration occasionally, but now I catch myself.
As a leader, you must be extremely clear about your expectations. Your team should know exactly what they are expected to accomplish and the parameters they are working within. Without this clarity, your team will feel confused and frustrated. Most people want to do a good job and please their leader, but they can’t do that without defined goals. This doesn’t mean micromanaging; it means providing a clear finish line and established boundaries.
Do Not Tolerate Inappropriate Communication
It is easy to let inappropriate communication slide. Sometimes you aren't sure of what you heard, or you brush it off, assuming you misunderstood. However, you must remember: you endorse what you tolerate. If someone gets away with harmful behavior, you are signaling to the team that it is acceptable. Even if you are unsure, pull the person aside to ensure they understand how their words or actions could be harmful. Just as a slight spark can set a forest ablaze, inappropriate words or gestures can destroy a culture.
Develop Regular Check-ins
Great communication is about culture, and culture is constantly evolving. For this reason, it is vital to check in with your team regularly. Make communication a standard topic at staff meetings. Ask for feedback regarding recent interactions with clients and colleagues. Even during quick daily check-ins, you can verify mutual understanding. Use reflexive listening skills—paraphrase what you’ve heard to ensure everyone is on the same page.
Own Your Mistakes
Finally, it is crucial to own your mistakes. Nobody is perfect; you will say or do the wrong thing occasionally. Your team will respect you more if you own the error, apologize, and show a commitment to improvement. When you model this type of humility, your team gains trust in you and feels safer admitting their own mistakes.
Summary of the Leader’s Playbook:
Set the tone for all communication.
Be clear on expectations and follow through.
Refuse to tolerate inappropriate communication.
Check in and reassess regularly.
Own your mistakes with humility.
Not every game goes perfectly, nor will every day go smoothly in your organization. But when you lead with healthy communication practices, you greatly increase your likelihood of success.