Why clarity in communication is your most powerful business tool and how to ensure your message is truly understood
Have you ever been stumped by a colleague’s response thinking: “Wait… how did they get that from what I said?” I had that moment last week.
As small business owners, we’re constantly looking for ways to streamline operations, save time, and scale smarter. AI and automation promise all that and more. But as we integrate these tools into our businesses, something subtle (and costly) can start to slip away: clear, human-centered communication.
Last week I spoke at an event in Atlanta and asked the audience to share a time when their message was misinterpreted. One attendee, thinking I was conducting a “technical” AI workshop, jumped in with a natural technical response of how AI interprets prompts. They thought I was asking for a breakdown of artificial intelligence. But what I was really looking for, my actual intention, was a story, a moment of human-to-human miscommunication.
After a quick clarification, the real story and teachable moment emerged. And it was powerful.
That moment reminded me of a truth often overlooked: clear communication isn’t just about what you say, it’s about how it’s received.
The Pain Point: Miscommunication in a Tech-Driven World
As you rely more on chatbots, automated emails, and AI-generated content, the risk of misinterpretation grows. Tone, context, and emotion can easily get lost. And when they do, relationships suffer—whether it’s with clients, team members, or your partners.
Miscommunication leads to:
- Missed opportunities
- Frustrated customers
- Team tension
- Damaged brand reputation
Intention vs. Interpretation: A Core Principle from Your B.R.A.N.D. Unleashed
In my book, Your B.R.A.N.D. Unleashed – 9 Proven Strategies That Build Trust and Lasting Client Loyalty, I talk about the critical difference between intention and interpretation.
You may intend to be helpful, clear, or empathetic—but if your message is received as cold, confusing, or dismissive, the damage is done. This gap between what we mean and how it’s understood is where trust breaks down. And in today’s fast-paced, tech-driven world, that gap is widening.
When we communicate through screens, automation, and AI, we must be even more intentional about how our messages land.
So, How Do You Fix It?
Here are three strategies to help small business owners like you lead with clarity and empathy, even in a tech-heavy environment:
1. Set the Intention First
Before sending that email or launching that chatbot, ask yourself: What do I want the other person to feel, understand, or do? When you lead with intention, your message becomes more focused and impactful.
2. Human-Check Your Tech
AI can write your newsletter, but it can’t feel your audience’s pain points. Review automated content with a human lens. Does it sound like you? Is it warm, clear, and aligned with your brand voice?
3. Listen With Empathy
Whether it’s a client call or a team meeting, listen not just for words but for emotion. What’s being said between the lines? Empathetic listening builds trust and uncovers the real issues behind surface-level confusion.
Final Thought
Technology is a tool, but connection is your true goal.
Don’t lose the human touch in your evolution to automate. Lead with intention and listen with empathy.
Want to bring this message to your next event?
If you’re planning a conference, team retreat, or business summit and want to inspire your audience with actionable strategies for emotionally intelligent communication, I’d love to speak at your event.
Let’s empower your team or audience to lead with clarity, empathy, and confidence.