The Surprisingly Simple Reason Teams Fail | Tessa West | TED

Overview

This talk by psychologist Tessa West explores how miscommunication, assumptions, and hidden languages can derail even the most intelligent teams. Using the infamous 1999 Mars Climate Orbiter failure as a case study, she highlights the subtle yet pervasive ways communication breaks down and offers actionable strategies to improve team decision-making.

Notable Quotes

- We can be communicating terribly and not know it, because the red flags we usually look for simply aren’t there. – Tessa West, on why poor communication often goes unnoticed.

- That 22-second conversation about the obvious thing should happen, even if it makes people roll their eyes. – Tessa West, on the importance of stating the obvious in team settings.

- No matter what you do, don’t say 'wall fern.' – Tessa West, humorously emphasizing the pitfalls of hidden languages.

🚀 The Mars Climate Orbiter Failure: A Case Study in Miscommunication

- The 1999 Mars Climate Orbiter mission failed due to a simple yet catastrophic communication error: NASA engineers used the metric system, while Lockheed Martin engineers used imperial units.

- Teams failed to clarify basic assumptions, such as the unit of force being used, leading to a miscalculation by a factor of 4.4.

- Critical warnings about the error were ignored because they weren’t communicated through the correct bureaucratic channels, highlighting how rigid processes can stifle vital information flow.

- Nonverbal cues, like tone of voice, also played a role in the failure, as urgency wasn’t effectively conveyed.

🧩 The Hidden Profile Problem in Team Decision-Making

- Teams often fail to utilize unique, critical information held by individual members, focusing instead on shared, redundant details.

- A classic experiment showed that only 20% of teams successfully identified the best job candidate when unique information wasn’t explicitly shared.

- Poor communication feels deceptively good because interactions lack obvious red flags like interruptions, masking deeper issues.

🗣️ The Role of Hidden Languages in Miscommunication

- Teams and communities develop hidden languages (e.g., acronyms, jargon, inside phrases) that streamline communication but alienate outsiders.

- Experiments revealed that hidden languages form within minutes and can cause frustration when new members join and fail to understand them.

- These hidden languages often go unnoticed, yet they dominate conversations and hinder collaboration across diverse groups.

💡 Practical Strategies for Better Team Communication

- State the Obvious: Begin meetings by clarifying assumptions, even if it feels redundant or annoying.

- Encourage Sharing: Create a culture where team members feel comfortable sharing potentially critical information, even if it seems minor or risks violating norms.

- Restate Key Points: Repeat important information multiple times to ensure it sticks and is understood by everyone.

- Normalize Questions: Foster an environment where asking for clarification is welcomed, reducing the stigma of not knowing.

- Adapt Processes: Avoid rigid adherence to communication protocols that might prevent critical information from reaching decision-makers.

🌍 The Broader Implications of Miscommunication

- Miscommunication is pervasive, even in high-stakes environments like NASA, and often stems from simple oversights.

- Recognizing and addressing these subtle barriers can significantly improve team performance and decision-making.