The “C” Word – Communication
Sunday, August 21st, 2011In our continuing theme of guest bloggers, I have asked one of my colleagues, Mark Morton to write a blog for August. Please let us know what you think…………….
It is so cliché, but…
When you hear people drop the need for the “C” word, do you almost want to scream “Communication, again…? That’s the best they have? Yet over and over again companies see this as an area of disconnect, if you will, on the “Employee Engagement” surveys they send out each year. And each year employees say “so you asked, now what?”
I have been a manager of people throughout my career. I started out lousy, made mistakes, and got better over time (I think). The main issue was not the technical aspect or lack of knowledge. It was the communication part. I was lousy and at times I still struggle. The quote that sticks with me and moved me to action was from Lee Iacocca of Mustang and Chrysler fame – “You can have brilliant ideas, but if you can’t get them across, your ideas won’t get you anywhere”.
I see this in practice in the current work I do as a process improvement practitioner. I work with managers that have gaps between what they tell me is going on versus what I observe when I work with their folks. No one in this situation is the “bad guy”. It is an easy trap, however, for managers to fall into. Manage by reports from the confines of their office. Interaction may be sporadic or situational. Sound familiar?
The cure is a bit tough, but it has been validated for me in practice and in literature on the subject. Systematic, routine meetings with each employee on a weekly basis that the employee owns go a long way toward curing the communication symptom. Employees are engaged, held accountable, and better yet cannot claim that they did not know. It becomes a way of life, a way of doing business, an old way. Not micromanaging. That is when an assignment is given and you stand over someone asking “is it done yet?” blah, blah, blah. Weekly meetings are planned and prescriptive. It is effective if done over and over. The amount of sharing and front line problem solving cannot be over stated. And the mid year or year-end review? A piece of cake. There has been full disclosure throughout the year. No surprises! Ever been surprised during a review cycle? (Insert stomach churn here)
So when you hear that better communication is needed, do you see yourself above or below average in that category? If below, ask yourself how often you have real, face to face (or phone to phone) conversations with your direct reports. If you are above average, have someone observe you or get feedback from your direct reports. You may be surprised.
Visit the APLS Group on-line store for a variety of resources on Communication – www.aplsgroup.com




