In this article
Different levels of this organization communicate effectively with each other.
Survey Domain: Organization
Survey Theme: Organizational Alignment
Understanding the Issue: The first step is to understand the issues behind the survey performance scores. Unless you are absolutely sure that you understand the issues related to a particular survey item, the best place to start is identifying them, and the section Understanding Issues can help you do so. The activities described in Understanding Issues can be used for any of the survey items.
Explore with your employees what they had in mind when they were reacting to this item. It is important to understand not only why employees in your group gave this item a low rating, but also what work areas within your organization they had in mind. Were employees considering communication between managers and employees, communication between senior managers and managers, communication between senior managers and employees, and/or communication between specific work groups within the organization? Once you find out the context for this item, it will be easier for you to proceed with solutions.
Improvement ideas:
Use the Envisioning a Solution Activity (exercise) in Understanding Issues to explore employees' thoughts on this item. If you discover that employees think different departments do not communicate well, organize a focus group and use the Envisioning a Solution Activity with representatives from different departments.
Discuss with your employees how communication is done throughout the organization. What is the primary means of communication (e.g., email, meetings, memos)? How frequent is the communication? What is typically communicated to employees? Based on the discussion with employees, compile a list of specific suggestions on how to improve communications. Present this list to the senior management team. Follow up with employees on what will be changed, as well as the timeline for changes.
Invite someone from the senior management team to meet with employees and give them a chance to ask questions and give suggestions on how communication could be improved.
Establish common, interdepartmental, measurable goals that promote communication. Have employees work together on developing a list of actions to accomplish these goals. Provide a progress report to your employees frequently.
If applicable, examine the trust items on your survey. If the scores are low, discuss with your employees whether trust is an issue in communication. Ask them to give specific examples to support their answers. Finally, seek agreement with your employees on specific behavioral solutions to improving trust.
Evaluate the effectiveness of your meetings, if that is a primary communication mode. Are employees engaged in discussing important issues at the meetings, and do they feel comfortable disagreeing with each other? Are solutions reached in the meetings? Is time used effectively? Review ideas in one of the numerous reference books on this subject available in the library or bookstore. Seek agreement with your employees on specific solutions to improve meeting communications.
Establish an ongoing dialogue with your employees about the quality and effectiveness of communications in the organization. Take steps as needed to implement solutions in collaboration with other areas of the organization.
(MI 95)