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| Andrea Harper |
The success
of any firm, large or small, is based on relationships and the key to any
relationship is communication. Even organisational systems, processes and
guidelines are ineffective without effective communication. However, numerous
employee surveys highlight communication issues as top of the list when it
comes to employee complaints writes Andrea Harper, Senior Lecturer in Business Management.
Research in
this area also highlights the link between poor communication management and motivation,
satisfaction, recognition and the bottom line – profit and success. Therefore,
communication and how it is valued and managed can be viewed as an enabler or a
disabler; it can be the means to both motivate and demotivate staff, to produce
satisfied or dissatisfied staff.
The big
question business owners and managers need to ask themselves, is: ‘Do we
disable or enable our staff to help make our organisation successful?’
One of the
main problems of communication in the workplace is that communication is all too
often not managed. Organisational communication, in many firms, tends to
be an unconscious concept – yet human resources, marketing, finance and
operations are all managed consciously.
They are
all important functions in an organisation and time, effort and resources are
used to ensure they function effectively. The process of communication in the
workplace, however, is often left to its own devises; communication just
‘happens’, it ‘doesn’t need to be managed’.
Therefore,
in order to create a more successful business, communication in the workplace
needs to be managed consciously. Communication needs to take its place
in the hierarchy of organisational functions and processes; it should no longer
be the Cinderella of organisational life. Therefore, it needs to be made a
central part of organisational strategy and be viewed as pivotal in not only
getting things done but getting things done successfully.
How can you be more communication savvy?
1. Recognition
Managers,
not just top management, but all managers need to see communication for
what it is – an enabler, it’s not just a tool to be wheeled out from
time to time.
Communication
as a concept/process should be embraced and needs to be recognised for its
ability to unite a team by creating and maintaining openness; encouraging true
involvement of all employees and facilitating cooperation.
Informed and
motivated employees are ones who will take your organisation to a new level.
2.
Conscious management of communication in the workplace
This should
naturally follow on from managers’ recognition that communication or, more to
the point, effective communication, is an enabler.
If its
importance is recognised, managers will naturally start to manage the process
consciously. Therefore, put it at the top of your agenda, build strong
relationships and encourage your team to do likewise. Create more openness with
your communications, e.g. think about the channels of communication you use,
could you be more innovative in how you disseminate information?
Could you
encourage two-way communication – not just to obtain feedback but to use your
staff and their experience, knowledge and skills to get involved, to contribute
more?
Employees
need to believe that their contribution and ideas are welcome; they could make
a difference. Managers should keep asking themselves have I shared ideas
sufficiently? Have I included enough/the right people? Have I encouraged
contributions? Who have I spoken to today? Did I persuade or did I tell?
Has my communication been effective?
3. Lead
from the front
When the
management of communication starts to become effective, communication in the
workplace starts to become effective. It breeds; it spreads. Openness and
collaboration become the norm. Furthermore, if communication is valued and
takes on a central role in manager’s lives, employees throughout the
organisation will also start to embrace the centrality and importance of
effective communication – helping to change attitudes.
4.
Evaluate and learn
Review and
evaluate are well-known manager mantras and many managers have the belief they
are ‘good communicators’. The problem lies in the fact this belief isn’t
necessarily held by their staff. What are staff saying about the organisation,
about you, about the state of communication in your workplace? If you don’t
know, find out. This is definitely good practice when an organisation has
shifted to new thinking, new ways of doing things.
When all of
these elements are pulled together, the organisation should start doing things
differently. This will be demonstrated through employee motivation,
satisfaction and organisational commitment. Stronger relationships with
colleagues will ensue, employees will collaborate and cooperate more readily –
they should feel more encouraged to challenge and get involved.
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