Encouraging internal communications

5 types of information flows in an organization

Incoming information

Internal communication

Clients

Peers

Policymakers

Barriers to communication

Job definitions Procedures Institutional barriers Hierarchical barriers Interpersonal barriers Language

Barriers to communication

Job definitions Whose job is it? What is my job?

Barriers to communication

Procedures What should I do

with this? What is the correct

work flow? Who should I give

this to?

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

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

Barriers to communication

Interpersonal barriers Personality differences Cultural barriers Educational level Technical language

Barriers to communication

Language English/فارسی Technical terms Time needed for

translation Accuracy of translation

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

Four types of internal information flowsDownwards

Upwards

Horizontal

Diagonal

1 Downward communication

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

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?

1 Downward communication

Mechanisms Job descriptions Training Instructions Memos, meetings, emails

2 Upward communication

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

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

3 Horizontal communication

3 Horizontal communication

Necessary to ensure coordination, avoid “islands” or “information silos”

Encourage/require staff to communicate among units

4 Diagonal communication

3 Diagonal communication

Can be formal – eg teams

Can be informal Build cross-

departmental teams Encourage friendliness

and informality Encourage informal

interaction

The ideal: Internal communication web

Archiving information

Have an efficient filing system Hardcopy, softcopy

Provide documents to webadmin to put on website Public documents Restricted documents

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

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

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