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Middle management is the crucial communication link

When managers lack communication skills, employees are left in the dark, writes chief people officer Neil Morrison

Despite their important role in translating strategy into action, middle managers are frequently the weakest link in communication.

Have you ever wondered how communication truly flows in your organisation? Does it feel like a seamless exchange of direction and ideas, or more like a game of telephone tag, where messages lose their meaning along the way? 


Read more: Line managers are the real guardians of company culture


Why does this happen? And more importantly, what can organisations do about it?
 
Well-informed and connected employees aren’t just nice to have – they’re essential. When employees know where their company is heading, and understand their role in that journey, they become the driving force behind a thriving culture. This alignment is particularly critical in our post-Covid-19-pandemic workplace, where hybrid and remote work have shifted traditional communication dynamics.
 
Executive teams often recognise the importance of this connection, emphasising open dialogue, transparency, and trust. But for these ideals to reach the workforce, they must flow through a crucial channel: middle managers.
 
Employees see their managers as both interpreters of company messaging and advisors who help them navigate their roles within the larger organisation.
 
This proximity to employees gives middle managers unparalleled potential to foster clarity, trust, and engagement. However, it also means that when managers lack communication skills or fail to prioritise information-sharing, employees are left in the dark.
 
From weak link to strategic strength
Despite their critical role, middle managers are often underprepared to act as effective communicators. They may be overwhelmed by competing demands, unsure how to convey complex messages, or uncertain about their own understanding of the company’s direction.
 
This disconnect creates a ripple effect. When managers fail to deliver clear and consistent messages, employees feel confused, disengaged or even distrustful. Over time, this erodes the very culture companies work so hard to build.


Read more: Boosting trust in your middle managers


Organisations that want to overcome this challenge must invest in middle managers as the cornerstone of their communication strategy. Here’s how:
 
1. Teach communication skills
Communication is not an innate talent; it’s a skill that can be developed. Companies should provide training on active listening, clear messaging, and how to tailor information to different audiences. 
 
2. Provide managers with the right tools
Equip managers with resources that make communication easier and more effective. This includes clear talking points for company updates, platforms for two-way communication with their teams, and access to leadership for guidance.
 
3. Lead by example
Senior leaders must model the kind of communication they expect from middle managers. When executives prioritise transparency, accessibility, and regular dialogue, it sets the tone for the entire organisation.
 
4. Prioritise manager support
Managers can’t effectively communicate if they’re overburdened or disengaged themselves. Organisations should ensure that middle managers have manageable workloads, opportunities for professional growth, and recognition for their contributions.
 
5. Create a feedback loop
Encourage managers to regularly seek feedback from their teams about how well they’re communicating. Similarly, leadership should check in with managers to assess their needs and challenges. This two-way flow of information ensures that communication efforts remain effective and adaptable.
 
Middle managers are more than a conduit for information; they’re the heartbeat of organisational communication. When companies prioritise their development as skilled communicators, they unlock a powerful force for alignment, trust, and cultural strength.

Neil Morrison is chief people officer for the internal communication platform Staffbase