050_internal_communications

8/7/2019 050_internal_communications

1/27

Paul Mundywww.mamud.com

Encouraging internal

communications


2/27


5 types of information flows in an

organization

Incoming

informationInternal

communication

Clients

Peers

Policymakers


3/27


Barriers to communication

Job definitions

Procedures

Institutional barriers Hierarchical barriers

Interpersonal barriers

Language


4/27



Job definitions

Whose job is it?

What is my job?


5/27



Procedures

What should I do

with this?

What is the correctwork flow?

Who should I give

this to?


6/27



Institutional barriers

I dont have to give

you information

Im not allowed togive you information

I dont understand

you


7/27



Hierarchicalbarriers My boss doesnt

listen to me My staff dont talk

to me

Your boss wont let

me talk to his staff Need to delegate

responsibility andauthority


8/27



Interpersonal barriers

Personality differences

Cultural barriers

Educational level

Technical language


9/27



Language

English/

Technical terms

Time needed for

translation

Accuracy of translation


10/27


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 doesnt work, the

organization grinds to a halt


11/27


Four types of internal information flows

DownwardsUpwards

Horizontal

Diagonal


12/27


1 Downward communication


13/27



Relatively easy tomanage

Ensure staff know what

their job is Keep staff informed

about changes

Communicate orally,

then follow up in writing


14/27



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?


15/27



Mechanisms

Job descriptions

Training

Instructions

Memos, meetings, emails


16/27


2Upward communication


17/27


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


18/27


2 Upward communication

Mechanisms

Short, written weeklynotes summarizingactivities and problems Boss must provide

feedback

Regular staff meetingsto discuss activities

Staff copy relevantemails to boss

Visit staffs workplaces

Keep your door open


19/27


3 Horizontal communication


20/27


3 Horizontal communication

Necessary to ensure

coordination, avoid

islands or

information silos

Encourage/require

staff to

communicateamong units


21/27


4 Diagonal communication


22/27


3 Diagonal communication

Can be formal egteams

Can be informal

Build cross-departmental teams

Encourage friendliness

and informality

Encourage informalinteraction


23/27


The ideal: Internal communication web


24/27


Archiving information

Have an efficient filing system

Hardcopy, softcopy

Provide documents to webadmin to put on

website

Public documents

Restricted documents


25/27


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


26/27


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


27/27


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

050_internal_communications

Documents