In almost every organization people complain about ineffective communication. The challenge is that defining the problem as poor communication is too broad to create an effective solution. Instead, a communication problem could be defined as people not knowing what they need to know when they need to know it. Therefore the objective is to ensure that employees know information at the time they need it.

More communication doesn't always mean better communication

When managers and executives hear that they have a communication problem in their organization - the response is usually to increase the AMOUNT of communication. This means more meetings and more emails. Not too many people out there want more meetings and more email than they get already. What they do want is MORE EFFECTIVE communication: What they need to know when they need to know it. The communication tools therefore can include white boards, flip chart easels, intranet, shift start meetings, colour coded status cards, and more.

Signalling is important

Different departments don't keep each other informed about changes, or customer requirements. This causes the organization to lurch through a series of frantic responses reacting to different situations. This constant upheaval causes wasted effort in the organization and is a symptom of poor signalling from one department to another. To even things out, progressive organizations implement a series of signals between departments so everyone knows what's going on in a timely manner.

With companies who implement lean manufacturing as a way to eliminate waste, one department will signal that it needs inventory by using a card system – when a card is put in the tray, the warehouse knows to bring more inventory.

People are poor listeners

Advertisers know that it takes at least seven impressions before a customer will begin to think about a brand differently which explains why you hear or see the same advertisements multiple times. Managers who think they are good communicators because they delivered a message effectively once are forgetting that employees will need to hear the instructions at least three times and for key messages, more than seven repetitions will be required.

Adapt your email to reality

When we ask participants in our communication workshops how they decide which email to respond to, they cite these criteria:

• The sender – A message from the boss or a customer will be given priority. So unless you are in a position of significant authority or influence, you will need to use good email technique to get answers in a timely manner.

• The subject – A descriptive subject will make it more likely to read and act on the email. Just like a newspaper editor who tries to capture the essence of an article in the headline, you should capture the essence of your message in the subject line.

• Length – Most people admit that they set aside longer emails, sometimes never to come back to them. Shorter emails will generate faster responses. Ask the question, or request a specific action right at the top of the message. Wherever possible, try to limit most emails to single questions or action items. When you ask multiple questions or actions, the recipient will often only answer one question. If needed put the question or action item first and then a short explanation if necessary below.

Action Tip

Look at where the communication in your organization is breaking down and instead of imposing broad time-sapping fixes, implement specific improvements that ensure people have the information they need in a timely fashion.

Need to improve the communication skills of your leadership team and employees, connect with us to arrange a workshop 1-866-700-9043 or info@uniquedevelopment.com