1. Give employees the information they need (eg policies and technical information) or are legally entitled to (e.g. for health and safety).
2. Use communication to help employees perform - by agreeing clear objectives, providing feedback and recognising achievements.
3. Communicate regularly to build your relationship with individuals and teams; take a personal interest in them, and take part in social events.
4. Aim for open, honest two-way communication; make yourself available, encourage employees to raise problems and suggestions, and listen.
5. Plan communications: think about your objectives and break down your message into a small number of key points.
6. Anticipate your audience’s attitude, current knowledge and level of interest; choose a time when they are likely to be receptive.
7. Give advance warning when appropriate - for example, if an employee will need to prepare; circulate an agenda before group meetings.
8. Choose the right medium: for example, the phone for a quick discussion, and memos for complex information or where you need a written record.
9. Follow up written communications, particularly if they cover complex issues; don’t assume signs and memos will be read and understood.
10. Handle sensitive communications face-to-face.
11. Use clear, appropriate language; be specific about action points, deadlines and responsibilities.
12. Build trust: be positive, patient and polite; explain yourself, particularly when overriding an employee’s suggestion; and do what you say you will.
13. Control discussions: stick to the agenda, and keep things brief.
14. Confirm understanding and agreement; review outcomes to see whether communications have been effective.
15. Practise communication skills: asking open-ended questions, listening and ensuring you understand; using positive body language.
Do's & Don'ts
Do:
Build relationships through regular, open communication.
Encourage two-way communication.
Listen.
Make sure communications have been understood.
Live up to any commitments you make.
Don’t:
Speak (or email) without thinking.
Assume people will pay attention, particularly to signs and memos.
Assume people understand what you are trying to say.
Try to communicate too much at once.
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