Competencies in Action: Workplace Communication

One of the critical components of the success or failure of any organization is workplace communication. HR professionals have a tremendous opportunity to proactively build the culture and vision of the organization, address conflict, and build sustaining relationships. There is no perfect channel or formula to successful organizational communication; every organization will find different avenues successful, including Slack, newsletters, suggestion boxes, engagement surveys, all-hands meetings, lunch with leaders, memoranda, department meetings, etc. The key is to continue to build, modify, and improve communication. 

• Delivering Messages: Have we developed a process and message for a variety of audiences? Is it clear and concise? Is it persuasive and relevant to the task at hand? Are we accepting feedback on the communication process? Are we taking into consideration cultural differences in communication? 

• Exchanging Organizational Information: Developing a process that ensures an accurate message is delivered throughout the many layers in an organization is crucial to the success of the communication strategy. The same information should be disseminated from the top throughout the organization. 

• Active Listening: Very few professionals are trained in active listening skills. We listen to respond and not to hear the actual message. As leaders, we need to actively listen to the message and the emotion in the message prior to responding. Taking a step back and restating the message will help reinforce active listening skills. This is an area that I continue to improve on in the work I do as an HR consultant.

• Loop Closure: One of the biggest issues I see in many organizations is loop-closure communication. We hear the message, we work toward a solution, but we never follow up with the individual(s) or team that brought us the concern. These individuals and team members assume their input and feedback went into a black hole, and therefore no one cares or will address the issue. Regardless of whether you’re working on a solution, continued follow-up is critical to reinforce impactful communication. The Sam Walton approach to clearing the inbox, answering all messages prior to the end of the workday, can and does make a difference. These are habits I learned very early in my career at GE Aviation. Commit to loop closure and end-of-the-day communication skills.

Many of the organizational challenges, conflicts, and opportunities we face as leaders can be addressed through proactive and impactful communication. Develop a communication plan and strategy that fits your organizational culture, measure its success, and make changes as needed.

Matthew W. Burr, SHRM-SCP, is owner of Burr Consulting LLC in Elmira, N.Y., and McKinney, Texas; a co-owner of Labor Love LLC; an HR consultant; an adjunct professor; and an on-call mediator and fact finder for the New York State Public Employment Relations Board. Communication is one of the behavioral competencies required in the SHRM Body of Applied Skills and Knowledge, available online.