by Adele Gregory

Created on: March 10, 2010

Good communication between management and employees helps a company operate as a whole rather than a collection of parts, like the circulatory system of a healthy body. But there are often questions for both sides about when, how and what is appropriate to raise… and with whom. So the first step in improving communication is making sure it has  the space it needs to grow. 

Regular Contact

One of the best ways to encourage communication is keeping a channel open through regular contact. For line managers and their teams, it could be a brief get together each morning or a fuller weekly meeting. If communication is at a distance, as between head office and branch workers, it might take the form of a weekly memo or monthly newsletter. The key is that it’s regular, and regular is not the same as often.  Regular communication means that a channel will be open at set, predictable times that people can plan for and count on.

The Importance of AOB

AOB is the abbreviation for Any Other Business on a meeting’s agenda. To encourage a good two-way flow of information, try leaving a third of your team meeting’s time open for members to raise other issues or general discussion. Along with regular times, it can also help to have a set length for meetings. That way, people won’t feel pressured to hold back so the group can leave early.

Staying Well-Balanced

Gaps between management and staff can widen if communications become narrow or stereotyped, such as only discussing performance targets or problem areas, or being forever cheery and upbeat. Adding a few balancing questions can make communications more well-rounded and keep people engaged. An enthusiastic introduction to a new policy, for example, should also ask what challenges people foresee. A meeting focused on problems can be balanced by an interest in people’s successes.

Being Open and Realistic

While it might not be feasible to be completely transparent about everything all the time, it’s better to say outright if you aren’t in a position to talk about something than ignore an elephant in the room. Similarly, being open about what can’t be done or guaranteed is better than offering promises or assurances that may not materialize.

Making communication worthwhile

The aim of communication is to understand one another, but people also need to feel that the talk has been worthwhile. Staff members can become discouraged and close off if they consistently leave meetings empty handed, especially for issues that are causing them concern. Even when a manager can’t intervene directly or move things forward, he or she can help by brainstorming different options, offering suggestions or looking for other resources employees could access.

Following Up

Following up on what’s been discussed is important for showing care and interest. It could be an occasional update or printout of a relevant article, but follow-ups will always have a more positive impact if offered unsolicited i.e. without having to be chased or reminded. Tip: Responding to someone’s problem or complaint with a phone call rather than by letter or e-mail sends an even stronger message that you are taking the matter seriously.

As with so many things, good communication between management and staff depends as much on quality as quantity. Like the body’s circulation, a company needs its arteries to be clear, open, and able to carry nutrients to where they’re needed. 

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