Teams clash when they focus on how they communicate, not why. Remind them: “Our styles differ, but our purpose doesn’t—serving the customer.” Encourage active listening (“Help me understand…”), and anchor debates in one question: “How does this impact the customer?” When communication serves something bigger than ego, differences become strengths. Lead with empathy, align with purpose, and the customer experience will thrive.

When teams clash over how to communicate, it’s usually a sign the brand itself hasn’t made up its mind. A brand without a clear identity leaves room for each person to interpret it differently—some go formal, others go casual, and the customer ends up confused. To fix this, start with alignment. clarify your brand’s values, tone of voice, and personality, then turn that into a simple, shared content style guide. this guide should cover not just words, but attitude—how to sound helpful, calm, or confident. once everyone speaks the same language, the customer hears one voice, not many. Accordingly, customers feel consistency and trust, which builds stronger emotional connections and improves their overall experience.

If I am training a team that is clashing over how to talk to clients, I keep it simple. I remind everyone they are there to make the client feel more confident and taken care of, not to outshine each other. I have the team talk it out, then figure out what’s actually working and what is just noise. Bold communication isn’t about being the loudest; it’s about being clear, calm, and steady, especially when things get shaky. If we can align on that, the client always walks away feeling like they’re in good hands.

When team members clash over communication styles, the key is alignment, not uniformity. First, facilitate a conversation to build awareness of each other’s styles - some may be direct, others more collaborative. Encourage empathy by focusing on shared goals: delivering a consistent, positive customer experience. Set clear communication norms for external interactions - tone, response time, clarity - so personal preferences don’t impact customer perception. Internally, coach the team to flex their styles when needed, and model balanced, respectful communication. When the team feels heard and aligned, the customer benefits from smoother, more professional interactions - no matter who they speak to.

Align the team with clear customer communication guidelines. Leverage each member’s style where it fits best. Encourage open feedback and regular syncs to build mutual respect. When the team communicates well internally, the customer experience thrives.

When communication styles clash, I set the team around one goal: the customer’s success. We create a simple communication charter ("clarity over speed,” “assume positive intent, no one wants 'this' to fail”) & map each person’s style using tools like DISC. A shared “cheat sheet” helps avoid friction. We also rotate a “customer translator” role,one person owns translating team progress into a single clear voice for the client. Complex topics start live and finish in writing to ensure clarity and accountability. Celebrating customer praise as a team reinforces that we’re united by purpose, even if our styles differ. When friction happens, we clear the air, learn from it, & move on, because the customer deserves our best, not our baggage.

When your team is clashing over different communication styles, it’s essential to foster a culture of mutual respect and adaptability. Encourage open discussions about communication preferences, emphasizing the importance of aligning on a unified approach when interacting with customers. Offer training or guidelines on how to adapt communication styles to meet customer needs, ensuring consistency and professionalism. Regularly check in with your team to identify potential misalignments and provide feedback. By creating an environment where each team member can contribute their strengths while supporting each other’s communication styles, you ensure a seamless and positive customer experience.

One thing I found helpful is to increase role-play across small group teams focusing on specific areas where team members struggle in customer messaging.

As a team create a bullet point list of talking points to use to keep the message consistent, while allowing them to put their own personal touch on the words used. This creates Team buy in on a standardized message without stagnating their own communication style.