"...No matter how many different
ways we have tried to insure good communications with our employees, we continually have
costly problems caused by an apparent lack of it. What are some way we can increase the
effectiveness of our communications?" B.A., Georgia
THE INDUSTRY ADVISOR
IMPROVING COMMUNICATIONS
Gene Levine - www.genelevine.com
Your letter is another signal
that traditional communication approaches such as, posting, announcing, telling, and
yelling, no longer work. Communication effectiveness is now one of management's greatest
challenges. Fortunately, there are breakthroughs on newer, better ways to inform your
people and ensuring their comprehension.
The supervisor, as a vital communications link, has been largely ignored and often, they are the last to know—anything. It has been my experience that when the supervisors are left out of the information loop communication problems—such as you described—occur. So, the solution is to provide only needed and useful information, in an easily understood format, and bring the supervisor into the loop.
Stop for a moment and think about your problem. In your desire to make your company more flexible, and competitive are you transmitting information faster than it can be absorbed? Do you have these data overload symptoms; Innumerable instructions that just don't get carried out; Workers grid locking the company while they are pointing fingers at each other; The endless mistakes blamed on the lack of information when in fact the letters, memos, and reports were right there—but no one took the time to look at them. Finally, does your information lack a personal touch?
Now, let's you and I go into the companies that communicate effectively. The first thing you will notice is they are using a very simple system. It works with all types of people and products. As you look at their approach, you will see they have gone back to basics. To learn from them, you will have to:
Know your audience, be simple, complete, and accurate. Always communicate through the supervisors. Anticipate misunderstandings, and finally, get feedback.
When you master those steps, proper communication may be more time-consuming, but you will actually save more overall time because things get done right the first time. Now, let us expand each of the Seven -(7) basic steps and put them to work to solve your problem.
1. KNOW YOUR AUDIENCE:
Single out no one person or group, and before you inform them, answer these questions:
Do you know exactly who the intended recipients of your messages are, and who their immediate supervisors are? Have you ever had your supervisors ask communication recipients, "What information do you need to do a better job? Did you know that communications directed to everyone will fail to meet the needs of anyone?
Is yours a company that prides itself on an information system—that doesn't work? Have you created an internal society whose only purpose appears to be programming, printing and distributing reports?" Have you ever stopped sending out those reports for a while and see who asks why you stopped?
If you do not know the answer to those simple questions, get the answers. When you do, you will begin to solve your problem.
2. KEEP COMMUNICATIONS SIMPLE
Communicate in terms of the receiver's background. Answer the "What's in it for me?" question employees are sure to ask. Use a target of an eighth grade comprehension level in all your communications. Use the word "we" instead of the words "you" and "I." Begin using videos to get your messages across. Have your supervisors tell you what you said to see if the message was understood.
3. BE COMPLETE:
Every communication should cover only one situation or subject. Leave nothing left to the imagination. Let the supervisors think of what questions may be asked, and answer them before they are asked.
4. BE ACCURATE:
Because the written word can come back to haunt you, be truthful. Make sure . . .
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