The number of organisations able to implement internal communication effectively in the long term is minimal. Many companies mistakenly believe it is enough to have an intranet and corporate magazine and their CEO occasionally addressing staff. They do not pay enough attention to a key activity, namely the development of line managers' communication skills, even if the level of internal communication is closely linked to both employee and customer satisfaction.
"Internal communications done well or done badly can have a massive psychological impact on staff, which directly affects employee and customer engagement and ultimately the bottom line," says Daniel Kasmir, partner at international training and consulting company Global Growth Institute on the HR Magazine website. He recommends focusing on the following areas and tools.
Social networks
Most organisations communicate with employees mainly via e-mail, which is quite impersonal. Wider support for personal meetings and implementation of social networks could help. Today employees routinely use social networks for private purposes, so this is the perfect time to establish internal discussion groups.
Sharing bad news
Everybody tends to avoid bad news and this is evident in companies. Many managers still do not know or respect the rule of praising publicly but criticising in private. Managers should be further trained in the correct techniques of communication and other soft skills.
Face-to-face conversations
The problem of many internal communication strategies is their one-sidedness. Companies tell their employees something via HR or managers but are not interested in their staff's reactions and ideas. Thus there is a need to teach managers how to communicate with their staff personally and individually.
Different recipients
Managers should also know different messages target different groups of recipients. Again management training and coaching focused on communication is appropriate.
Expressing appreciation
Recognition of employees begins with saying thank you. Managers should recognise the importance of praising subordinates, ideally in front of the entire team.
Personal example of tenacity
The business environment can be very tough. Your managers should thus lead by example in overcoming difficult situations. Focus on supporting and developing their leadership skills.
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