Six Ways to Encourage Upward Communication
An excerpt from Michael Zimet's presentation: "New Directions in Employee Communications"
By, J. Elaine Saum, IABC/WestFair
1. Write-In Programs: Speak Up at IBM is an example of a write-in program where employees write or e-mail their questions, comments and complaints. In response to audience comments, Zimet, who believes anonymity can be optional in such programs, said: "Management must not be selective about which voices they listen to and must be committed to being open. Sometimes safeguards to protect anonymity must be built in." Write-in programs do give management the chance to be prepared and to choose questions that apply to many employees.
2. Computer Conferencing: Develop an internet or other network similar to an online chat room for a relatively unstructured way to communicate upward, though a few ground rules for content and format are needed. Zimet says management participation in unstructured forums is a major plus, although many upper level management people may need to be "weaned away" from old-style, downward communication. He said it is critical for communicators to push management to carry through the commitment to listen to employees. "You must do your homework, know your company's culture and know the style of your management team before enlisting their participation in a more open environment."
3. Letters to the editor: This vehicle is probably the easiest to start. It requires no additional money and a minimum of effort, since it can be incorporated in existing media and is less intimidating to management. Zimet calls letters to the editor as a "foot in the door that can lead to other upward communication possibilities."
4. Brown Bag Lunches: Brown bag lunches for 10 to 15 invited employees, hosted by a senior executive, offer a chance for candid exchanges. These face-to-face discussions, where there is no agenda and everything is fair game, may not be right for all. "Executives must be willing and able to respond to employees one-on-one," said Zimet.
5. Graffiti Board: This slightly offbeat concept encourages comments on anything and everything. Large sheets of paper are hung in a high traffic area where people can write anything they want. "Trigger questions" can be posted other high-traffic areas. "They can be powerful, instruments," Zimet explained, that build momentum, and must be dealt with. Questions must be answered and those answers shared."
6. Job Shadowing: For the manager who really wants to meet customers and employees, job shadowing can be an eye-opening experience. Zimet says it works best when executives spend an entire day working side-by-side with employees, seeing things as they really are. Employees who say to an executive, " If we could only do it like this, instead of the way we've been doing it ...," are usually heard.
[Source: Caliber, the IABC/WestFair newsletter.]
