Communicating with Employees

6. Two-way Communication

6.1 Build trust, by keeping in touch with employees. You must be approachable.

• If trust is not there, employees tend to hold back from telling you 'bad news'. Problems may reach crisis point before you know they exist.
• Walk the job and talk to people. Listen more than you talk. Write up brief notes afterwards and act on the feedback you receive.
• Keep asking employees for their thoughts and ideas on all aspects of your business, including your strategy as a whole. The feedback is valuable and people will be motivated by this inclusive approach.
• Get to know employees and show an interest in what interests them.
• Do not make promises you cannot keep, or do not intend to keep.

6.2 Prove that you are not just paying lip service to the idea of communication.

• Continually ask questions and pay attention to the answers you receive.
• Encourage suggestions from employees and reward those that are adopted, whether or not you have a formal suggestion scheme.
• Respond to every suggestion you receive. If you do not take up an idea, explain your reasoning and make it clear to the proposer that you value the contribution.

6.3 Provide help for employees who have difficulty communicating.

• For example, some people lack the necessary confidence to communicate easily. Others may need training in writing skills or in how to use email.

6.4 Be prepared to take criticism and to hear things you might not like.

• Focus on the validity of what is being said rather than your own feelings.
• Do not make excuses that will not stand close scrutiny.
• Accept when you have made mistakes, offer an apology and take steps to rectify the mistake.

6.5 Use social events to break down barriers within the company.

• A drink together in the pub is often the simplest solution.
• Arrange social events for all employees at least once a year. Make sure the company pays.