Lost in Translation: Communication Techniques for Middle Managers

You know your boss cares deeply about customers, employees, and doing the right thing for your business. And you’ve built a passionate team of customer advocates, who want to make a good living and feel good about coming to work every day.

And yet here you are, precariously squashed amidst the intensity of all this passion and good intentions.

At the core, everyone wants similar outcomes…you get it. But the cacophony of misunderstanding and misinterpretation can be deafening.

“Why don’t they understand why this is so important?”

“Why would she do THAT if she really cared about employees?”

“How can they be so out of touch with reality?”

“These executives don’t have a clue how annoyed our customers are about this decision.”

“This is just another sign the frontline is disengaged.”

Chances are no one put “translator” on your job description. But trust me, the managers with the best outcomes are masters of translation.

Great Managers are Translators

The very best managers are leaders with a keen ability translate:

Industry dynamics into pragmatic straight talk

They listen closely to what’s happen with competitors and strategic partners. They’re intrigued by the dynamics, and help their team to better understand their company’s proactive approaches and responses.

Organizational vision into meaningful work

They work hard to understand the big picture and have a keen ability to explain articulate specifically how the work their team is doing makes an impact on customers and to the world.

Executive urgency into tangible action

They don’t let stress roll downhill. They buffer negative executive emotion and translate the meaning into specific behaviors for the team to implement.

Questions into dialogue

They listen carefully to questions from executives, bosses, peers, and direct reports, to understand the deeper concern. They proactively work to bring the right people together to have meaningful conversation.

Employee angst into reasonable requests

They empathize with the stress and concerns of their team. They help employees frame their needs so they can be heard and addressed to get the resources and support they need.

Great middle managers take time to learn the languages of those around them, and listen well to hear the truths from multiple perspectives. Translating well saves time and is a vital step toward achieving breakthrough results.