When communication fails

Commenting on my own post on http://bebetter.no/node/288 - «When Communication creates barriers» - a post about some of the challenges communication (or lack thereof) may create - I wanted to comment on the security implications when communication fails.

In this particular scenario, communication between two parties create havoc, resulting in lost trust and confidence, and the possiblility of insults and personal attacks. Beside of the (for some) obvious personal effects, this kind of communication create many security challenges too. Below I list some of these:

Lost control over the organisation
if such quarrels occur between shareholders/key partners, one party may «win», and take over control. This is seen in any hostile takeover, and the risk for the business is the changes imposed by the «winning» team - be it continuing the current direction; changing direction; or put it all down.

Loosing a vital partner
quarrels may also result in one or more partners leaving the company. If such partners have vital competences or skills, it may be hard for the company to survive. At a minimum, the company may experience loss of income, failed delivery; and worst case scenario is the death of the company.

Creating a warzone
If noone is cooling off the debate, and make an effort to calm things down, a warzone may occure. In this scenario, both parties dig their trenches and start shooting at each other. Obviously, this creates great challenges for the organization - who is forced to choose side, and to sustain the focus on interal fighting instead of building the great success. Warzones usually creates only loosers, and many key people may decide to leave.

Reduced/wrecked trust in the market
Another risk of communication challenges is lost trust in the market space. This may occur by the company´s own communication - faulty, erronymous or just not hitting the target. Reduced or lost trust inevitably leads us to the next point:

Lost clients / cases
If your customers get the impression that you and your organization is not able to communicate your value proposition to them, most likely they will turn your offer down. If the internal communication is wrong, they may recieve different, oposing answers to their questions, loosing trust in you. And if your public communication is wrong, they may (if you are lucky) start to ask questions, but in most cases you will just not hear from them again.

Possible attacks (physical, logical, verbally) private or public
Most quarrels involve emotions. Strong emotions. And strong emotions can make you do things you normally would not do, like scream, yell or use words you regret. Some people may not have your level of self control, and may deside to hurt you or your organization. This can be done in many ways - from physical attacks on you or the office building, sabotage, computer hacking, or by way of black PR.

These examples are only a few of the risk an organization have regarding bad communication. To mitigate these risks, I suggest organizations to train their (key) personal in communication (including listening skills), crisis management, group- and individual psycology, as well as in understanding anger and anger management.

In addition, it is important to create a setting where indifferences are allowed and accepted, and where everyone stands behind the organizations decisions.

Humbleness and understanding that there are different routes to the same target is equally vital.

What are your thoughts on these kinds of communiction challenges? What are your suggestions to mitigate them? How can we learn to learn from such mistakes?