In the agency world, the competing interests of highly creative, ambitious team members can lead to misunderstandings, disagreements and unhelpful internal conflict. When this happens, managers may find that the results their teams are generating for clients start to suffer.
If communication seems to have broken down on their team, how can a team lead or manager identify and fix the issue? Below, 10 members of Forbes Agency Council share ways for leaders to proactively address communication breakdowns before they interfere with the quality of a team’s work, potentially damaging not only morale but also the agency’s reputation.
Forbes Agency Council members share ways leaders can fix communication issues on agency teams.
Photos courtesy of the individual members.
1. Rip The Band-Aid Off
Rip the Band-Aid off and get everyone together on the same Zoom call to clear the air. Frame this conversation around how the agency’s productivity is being impacted. Remember, this isn’t about stroking any egos; it is about driving results for your clients, and disagreements and misunderstandings must be hashed out, for both the good of company culture and clients. – Bernard May, National Positions
2. Work As A Mediator
Team members may feel afraid confronting fellow co-workers about certain matters, especially if the topic is sensitive. A team leader can work as a mediator in these situations. Discuss the matter with each individual team member to improve communication without conflict. – Hannah Trivette, NUVEW Web Solutions
3. Return To The Basics Of Vision And Mission
Returning to the basics of vision and mission can be an incredibly helpful tool to resolve conflicts of communication. Managers should probe as to how team members are seeking to achieve their goals and how those efforts are being impeded. With this understanding, it’s much easier to rebuild collective direction and put in place an action plan to resolve communication issues. – Chris Martin, FlexMR
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4. Head Up A Team Project Yourself
A great way to fix this kind of issue is to head up a project yourself and include all of the team members in the project. Witness the communication issues, address them in real time, and offer solutions that help everyone feel seen and heard. Putting your hands in the sand (rather than burying your head in it) is a much more productive problem-solving activity. – Christopher Tompkins, The Go! Agency
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5. Focus On Compassion First
We train our team on what I call “trauma-informed account management.” Our clients are highly creative, our team is creative, and our partners are creative. That’s a lot of overthinking in every interaction! I lead the team through a series of exercises related to the luggage (a.k.a. trauma) everyone brings into interactions, and we focus on compassion first. Personal development is key here. – Vix Reitano, Agency 6B
6. Address Issues And Reassign Teammates If They Persist
It is the job of managers and directors to diffuse communications issues and come up with a plan to resolve them. The first thing that should be done is to address the issue with the team and try to move on. If it continues to happen, there is the potential for team reassignment. That being said, it is important that everyone’s views are heard equally, as that leads to the most creativity and the best results. – Tellef Lundevall, Accelerated Digital Media
7. Outline Shared Goals And Get Team Buy-In
Team members should not have “competing interests”—from the start, managers need to outline shared goals, bringing the team together to reach common objectives. This includes not only goals by project but also annual team goals. Getting team buy-in on what they’re trying to achieve and making sure everyone understands their unique role in the process lessens competitiveness and creates alliance. – Lindsey Groepper, BLASTmedia
8. Read Up On Healthy Versus Unhealthy Team Dynamics
I highly recommend reading The Five Dysfunctions of a Team by Patrick Lencioni. Healthy team communication starts with a high level of trust and vulnerability. This is achieved through regular connection, which builds community and relationships within the team. It is difficult to trust people you don’t know. – Jason Wilson, Strategy, LLC
9. Have Honest Conversations With Your Team
Have honest conversations with your team and let them know that your criticism is coming from a place of communication and respect—it’s not personal. Don’t beat around the bush, and don’t let the issue keep growing by avoiding it. – Spencer Hadelman, Advantage Marketing
10. Look Out For Signs Of Misunderstanding
Look out for signs, such as an employee withdrawing from the team. If an employee no longer wants to take part in work socials or seemingly doesn’t want to be a part of the team, chances are there’s a misunderstanding or conflict among the members. As a leader, it’s advisable to have a one-on-one with the employee and discuss the matter later with the parties involved to resolve it. – Candice Georgiadis, Digital Agency, Inc
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Author: Expert Panel®, Forbes Councils Member
