• What we don’t say is often more powerful than what we do say.
• Thoughts we try to hold back often find expression despite how we frame the message. We’re just like animals – we pick up vibes. Just because you’re not saying it doesn’t mean you’re not communicating it.
• And then the old adage, “actions speak louder than words” is as true as it ever was.

It sure makes you think twice about what you do communicate verbally.

1. One-way communication is, of course, faster than two-way communication, but
2. Two-way communication is more accurate because messages can be clarified and adjusted as required. Horror of all horrors – they might even be improved!
3. In two-way models staff are more confident and make more accurate judgments and decisions.
4. Where the culture of an organization is strongly hierarchical the manager can feel their power is threatened and can feel generally more vulnerable when there’s two-way communication because mistakes and oversights can be pointed out or questions might be asked that put them on the spot. Better to keep your head in the sand…
5. Two-way communication is noisier and requires more organization. It could seem out of control where the top-down approach appears needs to maintain control and the appearance of seeming “managed.”

Top-down has its place if speed is of the essence or if control is necessary. However, if the manager wants to get their point across, or if they see the value of staff truly feeling engaged and able to contribute, two-way communication is far preferable.

Since when was okay the bar? If nothing is bleeding or broken, organizations seem happy to chug along doing what they’ve always done.  It’s only when the pain becomes so great and they hit a wall, that they are compelled to do things differently.

Case in point, a friend of mind who’s a senior HR professional was telling me every year their employee engagement/satisfaction survey reveals the need for better communication. There’s one Division in particular where the VP rarely communicates and when he does it is all one way with no opportunity for input or discussion. Staff don’t feel involved and aren’t clear on how they contribute.  But here’s the thing. The Division is holding its own. The company is doing okay. They make their numbers and attrition is minimal. Without a problem, there’s no compelling reason to improve communication despite study after study that links effective communication to better financial results.  They are fine to accept ‘okay’ as the standard and so ignore the symptoms.

We need to shift the “it isn’t broken” view and think about the untapped potential. Move from accepting the status quo to raising the bar.  Ask ourselves, it’s okay, but how can it be better?  Where can we be proactive?  I’m convinced effective, results-driven communication is one of the ways we can  avoid the pain in the first place.

We ignore things at our peril. As any medical professional  will tell you when you start to feel the pain you’ve been ignoring the symptoms for a long time.

Catherine

A recent article from Ragan.com  provides an infograph of the anatomy of the engaged employee and warns managers to sit down before soaking up the results of a recent study that says 71% of America’s workforce is not engaged.   Don’t know how much of the Canadian workforce are engaged but can only assume we’re not immune.

The infograph suggests a series of tactics to engage employees such as writing hand written notes, telecommuting, offer

ing flexible work  hours etc.

These tactics are good but how about we start to talk about connecting authentically with staff: communicating an inspiring vision, helping staff understand how they contribute to the goals, walking the talk, being straight up, asking for input, encouraging honest conversations  and recognizing and rewarding people who go above and beyond.

Seems complicated but  let’s not over think it. I'll simplify. The more we keep it real and treat staff with respect,  the more we will engage them and the more our organizations will benefit.  It's not rocket science.  Hope that lightens your load!

Catherine

Speaking of engagement, I came across this delightfully, entertaining  UK-based animation. It’s how a kindergarten kid might talk about engagement at work.  So it’s simple, to the point and will bring a smile to your face.  (I was partial to the Bri-ish accent)!

It also provides some good food for thought like people who are involved in work are 87% more likely to stay and 70% nicer to their customers. Besides, according the narrator,  “when people aren’t engaged they get very fidgety and stare out the window thinking of all the other things they’d rather be doing.”

Enjoy and be engaged!

Catherine

We’ve been incredibly fortunate to have worked with fantastic clients on projects that have been really meaningful. We’re doing exactly the kind of work we love to do, and find ourselves showing up for work, pumped.

This year Christian De Pape joined us. What an asset he’s been. There seems to be nothing he cannot do and he makes Catherine and I look good. He scores extra points when he brings Phoebe, his French bulldog, to grace the office.

We have wonderful office roomies. We were sad to say goodbye to Jeffrey Preiss and Margaret Tan who moved on to new experiences in life, and happy to have Lisa Martin join us. Paula Weisbeck and Heather Drugge continue as “old faithfuls” and we’re lucky to share our digs with them.

Wishing all our clients, blog followers, associates and friends Compliments of the Season and a wonderful 2013.

It was a real eye-opener when I focus-tested a particularly important written message that had been formulated with great care, only to find that our audience found some of our best intentioned language offensive! What a great learning experience.

Since when was okay the bar? If nothing is bleeding or broken, organizations seem happy to chug along doing what they’ve always done.  It’s only when the pain becomes so great and they hit a wall, that they are compelled to do things differently.

Case in point, a friend of mind who’s a senior HR professional was telling me every year their employee engagement/satisfaction survey reveals the need for better communication. There’s one Division in particular where the VP rarely communicates and when he does it is all one way with no opportunity for input or discussion. Staff don’t feel involved and aren’t clear on how they contribute.  But here’s the thing. The Division is holding its own. The company is doing okay. They make their numbers and attrition is minimal. Without a problem, there’s no compelling reason to improve communication despite study after study that links effective communication to better financial results.  But they accept ‘okay’.

We need to shift the “it isn’t broken” view and think about the untapped potential. Move from accepting the status quo to raising the bar.  Ask ourselves how can it be better?  Where can we be proactive? By taking a longer term perspective, effective, results-driven communication can help you avoid the pain in the first place.   

We ignore things at our peril. As any medical professional, who knows about diseases will tell you, when you start to feel the pain you’ve been ignoring the symptoms for a long time.

Catherine

Copegus

In fact the company not only makes health products they allocate time to be healthy.   Most Friday afternoons involve a staff hike.   And not just an easy hike but a challenging one that presumably involves steep inclines.  Talk about team building!

Now this isn’t going to be everyone’s idea of a great job  (particularly if your Friday tradition is a glass of wine and appies), but for those who are passionate about health and really believe what the company is all about, it’s a dream job.  And for the company, it’s a dream employee.

This is a case of personal values meeting organizational values and when that happens, you have satisfied and engaged employees and enthusiastic brand ambassadors.  A magical combination.

Catherine

This infograph by Madison, a New York-based leader in Workforce Engagement (posted by Undercover Recruiter @undercoverrec) clearly shows the value of an engaged employee as a brand ambassador and a productive member of the team.

Check out these stats!

“Highly-engaged employees are 38% more likely to have above average productivity”

“Increased employee engagement can equal a 12% increase in customer satisfaction which drives up revenue and margin growth”

“A 29.5% market value increase is linked to vastly improving effective company-employee communications. “

According to Madison “We know from decades of collaboration with customers that employees who are emotionally and intellectually committed are predisposed to thinking more innovatively, are more open to sharing ideas, are more receptive to owning outcomes and are more gratified by satisfying customers.”

For the full infographic go to http://theundercoverrecruiter.com/how-to-turn-disengaged-employees-brand-ambassadors-infographic/

Thanks to Madison