Are You Assuming or Communicating?
The Expectation Gap Explained – How to Ensure Your Team Actually Understands What You Need From Them
As a business owner, you juggle a thousand things at once—leadership, strategy, customer relationships, finances, and, of course, managing a team. But amid all the tasks, one thing often gets overlooked: the importance of clear communication with your team.
You may assume your team knows exactly what you need from them.
After all, you’ve been working closely together for a while.
But here’s the reality: Assumption can create an expectation gap.
And an expectation gap can lead to misunderstandings, missed deadlines, and frustrated employees.
Worse, it can impact your business’s overall performance.
In this blog, we’ll dive into the “Expectation Gap” and share some actionable strategies to make sure your team actually understands what you need, not just think they do.
What is the Expectation Gap?
The expectation gap occurs when there’s a disconnect between what a leader expects and what an employee perceives. This gap often happens because business owners, in their haste to get things done, assume their team understands exactly what’s required. However, without clear communication, your team might be on a completely different page.
Imagine this scenario: You give your team a general instruction like, “I need this report by Friday.” You assume they understand exactly what you mean by “report” and “by Friday.” But for your team, “Friday” might be the end of the day or the start of the weekend, and “report” could mean different things to different people. In their minds, they might be thinking, “Oh, this sounds like a low-priority task,” or “I’ll need more details to get it done properly.”
That’s the expectation gap in action.
Why It Matters.
As a business owner, you rely heavily on your team to deliver the work that drives your business forward. But the reality is that your team is composed of individuals, each with their own communication style, priorities, and work habits. If there’s no clear communication, even your best team members might not fully understand what you need, leading to confusion, delays, and sometimes even conflict.
A wide expectation gap can negatively impact your business in several ways:
- Lower morale: When employees aren’t clear on expectations, it can lead to frustration and disengagement.
- Reduced productivity: If the team doesn’t understand the desired outcomes, they might not focus their efforts on the right tasks.
- Ineffective decision-making: When the lines of communication are blurred, decisions are often made without full understanding, which can lead to costly mistakes.
- Employee turnover: Over time, when people feel misunderstood or disconnected from leadership, they may seek opportunities elsewhere.
How to Close the Expectation Gap and Improve Communication
So how do you close the gap and ensure your team truly understands what you need from them? Here are some strategies to help you communicate more effectively:
- Be Specific and Clear
Instead of making general requests, get into the details. Provide clear instructions on what exactly needs to be done, why it matters, and what the outcome should look like. For example, instead of saying, “Please send me the monthly sales report,” say, “Please send me the monthly sales report by Friday at 3 PM, with a breakdown of sales per product and a comparison to last month’s numbers.”
- Use the “What, Why, and How” Framework
To make sure your team fully grasps what you need, provide context around your requests. Help them understand:
- What needs to be done.
- Why it’s important for the business.
- How they can achieve it (steps or resources needed).
- Ask for Confirmation
After communicating a task, ask your team member to repeat the instruction back to you in their own words. This simple step ensures that both of you are on the same page. It also gives them the opportunity to ask any questions they might have before moving forward.
- Encourage Open Dialogue
Make it clear that your door is always open for questions. Let your team know that if they’re unclear about a task or don’t understand the expectations, they should feel comfortable asking. This encourages an environment where people are proactive in seeking clarification rather than making assumptions.
- Provide Regular Feedback
Don’t wait until the task is complete to provide feedback. Check in with your team regularly to make sure they’re on track. If something isn’t going as planned, you can adjust expectations early, preventing misunderstandings from snowballing into bigger issues.
- Be Aware of Different Communication Styles
Not everyone communicates the same way. Some people prefer written instructions, while others are more comfortable with verbal discussions. Understand how your team absorbs and processes information, and tailor your communication style accordingly.
- Set Clear Deadlines
When it comes to time-sensitive tasks, don’t just assume your team knows when something is due. Be specific about deadlines and the priority of each task. For example, if you need something completed urgently, don’t just say “as soon as possible”—set a clear due date and time.
- Lead by Example
As a business owner, your team looks to you for guidance. If you demonstrate clear, direct communication and always make sure everyone understands expectations, your team will follow suit. Your actions set the tone for how communication happens within the team.
The Bottom Line: A Little Clarity Goes a Long Way
As a business owner, your time is precious, and you may be tempted to rush through communication in favor of getting things done. But the truth is, clear communication is essential to ensuring your team knows exactly what you expect from them. Closing the expectation gap can prevent misunderstandings, boost productivity, and create a more engaged and motivated team.
By being specific, setting clear deadlines, checking for understanding, and encouraging open communication, you’ll help your team better understand the expectations and feel more confident in their ability to meet them.
Remember: assumptions are often the enemy of clarity!
Take the time to communicate effectively, and watch your business thrive as a result.👊🏻
If you’re a business owner looking for more ways to improve your team’s performance and engagement, and your communication skills, check out our Leadership Dynamics Leadership Masterclasses here.
