Background
information
Research consistently shows that the
ability to communicate effectively is one of the most
critical skills in determining success across a wide
array of outcomes. Hugh Mackay, the noted researcher
of the Australian social climate and values, concluded
that the need for improved communication between management,
employees and unions, is clearly recognised by the
50+ Australian CEO's he interviewed. It is not just
management, however, that realises the importance of
communication. Neil Pope and Peter Berry, in the Australian
Financial Review (11 July, 1995) addressed the question
"What do most Australian workers believe would
improve their workplace more than anything else? Higher
wages? More perks? Shorter working hours?" The
answer, according to Pope and Berry, that emerged loud
and clear from research conducted with thousands of
employees across more than 80 Australian organisations,
is that people want effective leadership and good communication
with management.
Bob Mansfield, while he was the CEO of Optus Communications(A large Australian telecommunications company), was quoted in an Australian Financial Review article (by Peter Roberts, 9 September, 1995) as saying that "Optus's future success depends on its ability to communicate, both externally with customers and internally among its 4,000 staff. Communications is the glue that makes it all stick together, ... but you can't just talk about it and then go back into your office and shut your door. You really do have to walk the talk." Mansfield suggested "that most communications among Optus's top management group is informal, with managers using electronic mail, discussing problems as they meet in corridors or dropping into colleagues' work spaces for a few minutes conversation. There is only one formal meeting of the top management team every two weeks, while Mansfield himself addresses and answers questions from staff on a national video hook-up every month."
Unfortunately, as many of us are acutely aware, the quality of communication within some organisations is frequently fairly low.
There are four essential elements in a communication process.
This model highlights several points that you must consider when communicating for change:
Each of these elements are considered in this section on communication systems and procedures.
Copyright © 1999, 2000 Holistic Management Pty. Ltd.