Creating,Communications,Cultur business, insurance Creating a Communications Culture to Enhance Performance
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A pervasive challenge in organizations today is the lack ofperformance management systems that support high-performancecultures. While there are a number of elements that supporta performance culture, there are two powerful conversationtools that must provide the foundation for any solidperformance management system - adequate and appropriatefeedback mechanisms within the organization, and effectiveuse of requests and promises.The Gallup organization researched what makes a greatworkplace in a survey (the Q12) that involved 80,000managers in a multi-year research project. The surveyidentified 12 dimensions that characterize a great workplaceand positively impact employee retention, customersatisfaction, productivity and profitability. Significantly, six of the twelve dimensions reflect on thequality of communication within the organization andcontribute to organizational climate, which in itselfpredicts 20-30% of business results. They are: -- I know what is expected of me at work. -- In the last week, I have received recognition or praise for doing good work. -- My supervisor, or someone at work, seems to care about me as a person. -- There is someone at work that encourages my development. -- In the last six months, someone at work has talked with my about my progress. -- At work, my opinion seems to count.Create Adequate Feedback Mechanisms in Your OrganizationPerformance reviews are standard fare, yet research showsthat most employees feel they do not receive adequatefeedback on how they¡¦re doing, what¡¦s expected, what theyneed to do to improve, and how to be as successful as theywould like. There are several venues through which to giveand get feedback ¡V supervisory reporting relationships, 360assessments, mentoring and coaching relationships.Giving Effective Feedback:1. Agree on goals and/or performance standards to be met.2. Be descriptive, not evaluative3. Give sufficient positive feedback4. Beware of over-reliance on negative feedback.5. Don't withhold negative critical information in order to avoid hassle.6. Give ongoing feedback and be timely with respect to particular events or situations.7. Give specific examples and guidelines rather than being vague and general.Understand the Anatomy of Effective Requests and PromisesThe purpose of communication in business is to makeagreements on how we are going to take action to achieve theoutcomes and results we want. What drives action andcreates velocity are requests and promises. This is thelifeblood of business communication.An effective request must contain three elements:- Saying exactly what you want.- Saying exactly when you want it.- And saying exactly who you want it fromNote that the operative word here is exactly. The moreprecise you are in your requests, the greater the likelihoodthat you¡¦ll get what you want or expect.Certain actions, or lack thereof, create confusion,resentment, communication breakdown, and thus unmet goals.Common ways we sabotage our communications are by:- Making unclear requests- Not making requests- Not communicating expectations- Promising when unclear about the request- Not declining requests- Breaking promises without mending the breakIf you need to improve performance in your organization,take a close look at the effectiveness of yourorganization¡¦s feedback mechanisms, and the skill levelpeople have with these essential communication tools. Withappropriate training supported by follow-on coaching, youcan improve individual and organizational performancerelatively quickly.(c) Copyright 2003. Manay Arond-Thomas, all rights reserved.
Creating,Communications,Cultur