How do we communicate?

"I don't see why this even needs to be discussed," the CEO exclaimed, somewhat frustrated, "the answer is obvious."

We were facilitating the company's annual strategic retreat, and during the morning break, the senior executives were debriefing an incident at one of their sites.

Something went wrong on a project, and the client needed to be informed.

The operations manager asked that the customer be called and advised of the incident and the possible delays to their completion timelines.

The state manager, who had worked with the client for over a decade, disagreed and suggested that, given the proximity of their facility, someone should drive over and meet with them to discuss the details and ramifications.

The CEO was appalled.

"These matters must always be addressed in writing," he announced. "The client deserves a formal response so they understand we are taking things seriously. It also ensures clarity so there is no miscommunication."

As the break drew to a close, the leaders were s…