Communicating effectively with family and friends is incredibly difficult as we all know. When it comes to a leader trying to communicate with their team, it seems to become exponentially more difficult!
At one point in my career, I was the chief of staff for a very intelligent CEO. He is one of those people who seems to have an idea a minute and thinks out loud. The problem for his directors was that they often did not know if he was giving them direction, asking them for their opinions, or just expressing an idea. One of my roles as chief of staff was to “interpret” messages sent between the directors and the CEO. Many times I would walk into the CEO’s office and say something along the line of “Chris is beginning to implement XYZ that you discussed the other day in your office—is that really what you want to do?” Often the CEO would look at me a bit confused because he did not even remember what he had said; he had no intention for Chris to do anything at all. At other times, I would have to go to a director’s office and tell them that the CEO really did want them to follow through on what he said and that it wasn’t just an idea. As you can imagine, things got a bit confused at times, which often resulted in wasted effort and unnecessary frustration.
Fortunately, we had a relationship with the company Ambassador Enterprises, LLC, which has a brilliant CEO who also seems to have an idea a minute. The difference is that they have developed a powerful tool to clarify their communications, which has greatly improved their effectiveness. That tool is called “The Five Levels of Communication.”
Level 1—An Idea. Throw an idea into the hopper; no action required.
Level 2—A Suggestion. The leader has thought about an idea and would like you to think about it as well.
Level 3—A Recommendation. The leader has thought about the idea a good bit and wants you to consider implementing it unless there is a good reason not to do so. A recommendation may be appealed.
Level 4—A Directive. As it suggests, the leader wants action taken unless there is a compelling reason not to do so. A directive may be appealed.
Level 5—A Mandate. This is the equivalent of the house is on fire and get out. No questions, no appeal—just do it. This is very rarely used.
When we implemented this system, or way of talking, at our organization, the level of misunderstanding was greatly lowered. I use this approach often now and always to a good result.
It is vital that leaders communicate clearly to their teams. Using this framework, this way of talking, will greatly help achieve that needed clarity. The result is more effective teams and a more effective organization.