Best Practices in Employee Communications
How to Talk the Talk
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An effective internal communication system is vital to the operation of any organization. Your employees need to know about work rules and procedures, job assignments, performance standards, pay and benefits, management decisions, and company programs.
Without some means of communicating with supervisors, employees cannot know what is expected of them or how they are to do their jobs. Similarly, top management cannot make appropriate decisions if it is not talking with supervisors about employees’ concerns and needs.
Communicate, Communicate, Communicate
A rich variety of formal and informal methods, techniques, and tools— everything from one-on-one discussions, to company newsletters, to rumor mills, to electronic bulletin boards and intranets—isavailable to transmit organizational values and attitudes and convey information clearly and accurately, upward, downward, and horizontally throughout an organization.
The use of oral, written, visual, and electronic media, however, is only part of the communications equation. Companies with successful communications programs do more than merely get a message across. They make employees feel valued by taking the time to listen to and consider their ideas, suggestions, and complaints about things that affect them personally, on and off the job. The best communications systems, in fact, are premised on sound employee relations.
Generally, the greater the amount of information available, the more important effective communication becomes. And the more communication that takes place, the better. But how much communication occurs (and how effectively) depends on management’s approach. In an environment ideal for communication, several conditions are met:
- Sufficient numbers of formal and informal communication channels exist to reach all employees, up and down the company.
- Communication channels follow established lines of authority. Employees know that what they are told is “authorized” and represents the company’s official position.
- What management says, management does; words are backed up by action.
- What is communicated is understandable and useful to employees.
- The organizational climate is open, trusting, supportive. Honesty and candor are encouraged and respected.
Two Way Communication
One of the best ways to encourage such “open communications” is through the use of “Two-Way Communication”. It really is a common sense approach to managing.
Two-way channels of communication provide for fruitful, immediate exchange between two or more parties, thus filling the gaps left open by other communication techniques. They enable employees to express concerns, make suggestions, or obtain answers to questions, while also providing management with a practical means to become informed about employees’ feelings or attitudes toward organizational issues—information that can be used to minimize misunderstandings and avoid serious employee relations problems.
Many organizations that support two-way communication programs use a standard form on which employees write out their questions, requests, or complaints;. Alternatively, some firms use e-mail or 800# phone lines for this purpose. Typically, a program coordinator screens the submissions and routes them to the appropriate management representatives, who then respond either by telephone or in writing. The confidentiality of employees generally is protected, although issues of general interest may be reported through memoranda or the employee newsletter.
Some employers request that employees identify themselves when submitting questions or opinions, although others allow workers to communicate anonymously.
How Extensis Can Help
Two-way communication programs are designed to maintain a flow of information between employees and management. For such programs to be effective, however, a number of conditions must be met:
- Honest, frank, open communication is viewed as a means to accomplish company goals, and not to undermine authority or control.
- Managers recognize that employees can offer insights into day-to-day activities that can help them make better decisions.
- Managers go out and talk with employees, and work to establish a rapport that will encourage workers to share information that managers need.
- When employees are asked for input, management listens to, carefully considers, and acts on what the workers have to say.
- Every question is answered promptly.
- Employees do not feel threatened if they speak with their supervisor’s superiors.
For More Information
For more information about implementing an effective communications program for your business, contact Extensis Human Resources at 888.473.6398 or marketing@extensisgroup.com.
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