Paul Mundy Encouraging internal communications

Paul Mundy 5 types of information flows in an organization Incoming information Internal communication Clients Peers Policymakers

Paul Mundy Barriers to communication Job definitions Procedures Institutional barriers Hierarchical barriers Interpersonal barriers Language

Paul Mundy Barriers to communication Job definitions  Whose job is it?  What is my job?

Paul Mundy Barriers to communication Procedures  What should I do with this?  What is the correct work flow?  Who should I give this to?

Paul Mundy 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

Paul Mundy 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

Paul Mundy Barriers to communication Interpersonal barriers  Personality differences  Cultural barriers  Educational level  Technical language

Paul Mundy Barriers to communication Language  English/فارسی  Technical terms  Time needed for translation  Accuracy of translation

Paul Mundy 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

Paul Mundy Four types of internal information flows Downwards Upwards Horizontal Diagonal

Paul Mundy 1 Downward communication

Paul Mundy 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

Paul Mundy 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?

Paul Mundy 1 Downward communication Mechanisms  Job descriptions  Training  Instructions  Memos, meetings, s

Paul Mundy 2 Upward communication

Paul Mundy 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

Paul Mundy 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 s to boss  Visit staff’s workplaces  Keep your door open

Paul Mundy 3 Horizontal communication

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

Paul Mundy 4 Diagonal communication

Paul Mundy 3 Diagonal communication Can be formal – eg teams Can be informal Build cross- departmental teams Encourage friendliness and informality Encourage informal interaction

Paul Mundy The ideal: Internal communication web

Paul Mundy Archiving information Have an efficient filing system  Hardcopy, softcopy Provide documents to webadmin to put on website  Public documents  Restricted documents

Paul Mundy and internet Teach staff computer skills Provide staff with internet access Encourage use of internet and Require staff to use organizational address

Paul Mundy 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

Paul Mundy 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