Blaming “Communication Issues” Is Like Saying “Stuff Happens”

In incident investigations, one overused and underexplained comment is “We have communication issues!”

It’s tempting to pin problems on communication issues. It feels like a nice, non-blaming explanation when something goes wrong. But, in practice, labeling a root cause as “communication” without evidence is like saying “stuff happens.” It doesn’t really give us much to go on.

The Communication Trap

I see students choose “Communication” in training because they assume that if one person didn’t understand something, or if an error involved more than one person, it must be a communication failure!

But TapRooT® RCA doesn’t work on assumptions. It uses the TapRooT® Root Cause Tree® and the TapRooT® Root Cause Tree® Dictionary to ask very specific, evidence-based questions. If you can’t answer “yes” to those questions under the Communications Basic Cause Category, it’s not a communication root cause.

When you slap “communication issue” on an incident without verifying it with facts, you’re skipping over other system weaknesses that may exist. Also, you risk implementing vague or ineffective corrective actions like “remind staff to communicate better.”

How TapRooT® RCA Defines Communication Issues

The Communications Basic Cause Category on the TapRooT® Root Cause Tree® is not a catch-all for “someone didn’t get the memo.”

Instead, it emphasizes:

• No communication, or the communication was not received in time.
• Work turnover needs improvement.
• Verbal communication was misunderstood for some reason.

So, you have to think about:

• Was there no verbal communication when there should have been?
• Was the method of communication ineffective or unreliable?
• Was the message unclear or misunderstood due to the way it was delivered?

It’s not about whether people made a mistake; it’s about whether the system was set up to ensure clear, timely, and accurate communication.

Saying “communication failed” without specifics is like saying “gravity” caused the fall. Might be true, but that’s not a root cause you can fix.

Communication Issues Show Up in Places Other than “Communications”

While the Communications Basic Cause Category in TapRooT® RCA focuses primarily on verbal communication breakdowns, it’s important to recognize that communication issues can also show up under Management System and Work Direction on the TapRooT® Root Cause Tree®, but in different ways.

Under the Management System, communication-related root causes often involve organizational-level failures, such as unclear expectations, poor accountability systems, or a lack of formal communication channels between departments or leadership levels. These are broader, structural issues that affect how information flows across the organization.

On the other hand, Work Direction addresses task-level communication, such as whether a supervisor provided adequate instructions, clarified expectations, or ensured the worker understood the job. While all three categories deal with communication in some form, TapRooT® RCA helps investigators pinpoint whether the failure was due to a moment of poor verbal exchange (Communications), a breakdown in supervisory instruction (Work Direction), or a deeper issue in how the company communicates responsibilities and priorities (Management System).

Use the evidence on your SnapCharT® and the TapRooT® Root Cause Tree®. Ask the questions. Find the real fix to communication problems.

Are Communication Issues Causing Problems?

Misunderstandings, missed handoffs, and unclear expectations aren’t just frustrating, they’re dangerous, costly, and preventable. Join us for a 5-Day TapRooT® Advanced Root Cause Analysis Team Leader Training, designed to address the root causes of communication issues and more that impact safety, quality, and performance.

Don’t let poor communication be the weak link. Sign up for 5-Day TapRooT® Advanced Root Cause Analysis Team Leader Training today.