1. Paul Mundy www.mamud.com Encouraging internal communications

2. Paul Mundy www.mamud.com 5 types of information flows in an organization Incoming information Internal communication Clients Peers Policymakers

3. Paul Mundy www.mamud.com Barriers to communication Job definitions Procedures Institutional barriers Hierarchical barriers Interpersonal barriers Language

4. Paul Mundy www.mamud.com Barriers to communication Job definitions  Whose job is it?  What is my job?

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

6. Paul Mundy www.mamud.com 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

7. Paul Mundy www.mamud.com 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

8. Paul Mundy www.mamud.com Barriers to communication Interpersonal barriers  Personality differences  Cultural barriers  Educational level  Technical language

9. Paul Mundy www.mamud.com Barriers to communication Language  English/فارسی  Technical terms  Time needed for translation  Accuracy of translation

10. Paul Mundy www.mamud.com 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

11. Paul Mundy www.mamud.com Four types of internal information flows Downwards Upwards Horizontal Diagonal

12. Paul Mundy www.mamud.com 1 Downward communication

13. Paul Mundy www.mamud.com 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

14. Paul Mundy www.mamud.com 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?

15. Paul Mundy www.mamud.com 1 Downward communication Mechanisms  Job descriptions  Training  Instructions  Memos, meetings, emails

16. Paul Mundy www.mamud.com 2 Upward communication

17. Paul Mundy www.mamud.com 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. Paul Mundy www.mamud.com 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

19. Paul Mundy www.mamud.com 3 Horizontal communication

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

21. Paul Mundy www.mamud.com 4 Diagonal communication

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

23. Paul Mundy www.mamud.com The ideal: Internal communication web

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

25. Paul Mundy www.mamud.com 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. Paul Mundy www.mamud.com 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. Paul Mundy www.mamud.com 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