Communicating with Employees

3. Communication Methods

How, when and to whom people communicate is crucial to the running of a business. Many problems arise simply because information is not communicated to the relevant people.

3.1 Communicate important, sensitive or controversial information face to face.

• Be prepared to be unpopular, especially if your news is bad.
• Allow time for feedback and objections. It can take time to come to terms with news, particularly if it is unexpected.

3.2 Use the telephone (or a meeting, see 4) to discuss matters and to reach a quick agreement on a course of action.

• Spend a few seconds writing down the discussion points before making a call. You can then focus on each point, without worrying about where the whole conversation is going.
• When taking phone messages for other people, include your own name, so you can clarify the message later if necessary. Include the date, so nobody thinks it is a new message a week later.

3.3 Use a memo (internally) or a letter (externally) to confirm agreements in writing.

• The conventional memo format is effective. You can see at a glance who wrote the memo to whom, when and about what. This makes retrieving the information at a later date much easier.

3.4 Use email for simple matters that the recipient can deal with at their convenience.

• An email provides a written record of what was said, and is quick and informal. You can easily send letters, reports, artwork or spreadsheets as an attachment.
• Email provides many opportunities and risks that people may be unaware of. For example, emails cannot normally be deleted from computer hard drives. Damaging information in emails could be used against you.

3.5 Switch on answering machines or voicemail only when you really need to.

• For example, when you are in a meeting or away from your desk.