Encouraging internal communications

1. Encouraging internal communications

2. 5 types of information flows in an organization Clients Internal communication Incoming information Peers Policymakers

3. Barriers to communication • Job definitions • Procedures • Institutional barriers • Hierarchical barriers • Interpersonal barriers • Language

4. Barriers to communication • Job definitions • Whose job is it? • What is my job?

5. Barriers to communication • Procedures • What should I do with this? • What is the correct work flow? • Who should I give this to?

6. Barriers to communication • Institutional barriers • I don’t have to give you information • I’m not allowed to give you information • I don’t understand you

7. Barriers to communication • Hierarchical barriers • My boss doesn’t listen to me • My staff don’t talk to me • Your boss won’t let me talk to his staff • Need to delegate responsibility and authority

8. Barriers to communication • Interpersonal barriers • Personality differences • Cultural barriers • Educational level • Technical language

9. Barriers to communication • Language • English/فارسی • Technical terms • Time needed for translation • Accuracy of translation

10. Internal communications • Vital to share information openly across the organization • Everyone should know what is going on • They need accurate, up-to-date information to do their jobs • If internal communication doesn’t work, the organization grinds to a halt

11. Downwards Upwards Horizontal Diagonal Four types of internal information flows

12. 1 Downward communication

13. 1 Downward communication • Relatively easy to manage • Ensure staff know what their job is • Keep staff informed about changes • Communicate orally, then follow up in writing

14. 1 Downward communication • Staff information needs • Job responsibilities • What is my job? • Performance feedback • How am I doing? • Individual needs • Does anyone care? • Work unit objectives, results • How is my unit doing? • Vision, mission, values • Where are we headed? • Empowerment • How can I help?

15. 1 Downward communication • Mechanisms • Job descriptions • Training • Instructions • Memos, meetings, emails

16. 2 Upward communication

17. 2 Upward communication • Hard to manage • Boss must be willing to listen • Especially to bad news • Boss must take time to listen • Staff must be willing to share • Especially bad news

18. 2 Upward communication • Mechanisms • Short, written weekly notes summarizing activities and problems • Boss must provide feedback • Regular staff meetings to discuss activities • Staff copy relevant emails to boss • Visit staff’s workplaces • Keep your door open

19. 3 Horizontal communication

20. 3 Horizontal communication • Necessary to ensure coordination, avoid “islands” or “information silos” • Encourage/require staff to communicate among units

21. 4 Diagonal communication

22. 3 Diagonal communication • Can be formal – eg teams • Can be informal • Build cross-departmental teams • Encourage friendliness and informality • Encourage informal interaction

23. The ideal: Internal communication web

24. Archiving information • Have an efficient filing system • Hardcopy, softcopy • Provide documents to webadmin to put on website • Public documents • Restricted documents

25. Email and internet • Teach staff computer skills • Provide staff with internet access • Encourage use of internet and email • Require staff to use organizational email address

26. How to encourage internal communication • Make information sharing part of job description • Define reporting and information sharing responsibilities • But avoid over-rigid procedures if possible

27. How to encourage internal communication • Hold regular staff meetings • But keep meetings short and efficient • Provide physical bulletin boards • Communicate actively • Be an information source