So you think you can communicate?

"I told them this ... and then they went and did that...."

This type of scenario is played out in businesses the world over. Employers tell people (their employees) something and assume they understand. They, of course, listened to what was said, however, they may have:

• Thought they understood but missed out something important
• Thought they understood but felt they knew better
• Not wanted to hear what was being said in the first place, so simply eliminated it from their heads
• Heard only one part that was important to them and tuned out the rest

We cannot assume that people take in a message, especially a complicated one, without using other techniques, such as:

• Asking the listener to feedback what they think we said
• Supplying the listener with a written list of key points as a memo, an email summary or general notice
• Repeating the message in many forms

Even print does not always work

We cannot just assume employees will act on information sent around in a memo. The memo may arrive when they are distracted or away sick. Or they may not receive it.

The wider the range of methods you use to communicate, the more likely you are to get that message across.

An example

For a manufacturer in Melbourne, Edutech KM developed a site-wide intranet. The site was to provide:

• Performance support information and illustrations about machines and components
• Start, Stop and Run procedures for all machines
• Streaming production data
• Site wide and local noticeboards
  

Because employees used the computer as their main method of production control, it was decided to show the mill notices on the opening screen. That way, when every shift logged on, they saw the notices, and it became normal procedure to read these at the start of a shift.

The company did not do away with other communication tools such as hardcopy notices, team meetings and email; they just added another method to ensure better success at communicating.

If communication is a problem at your place, Edutech KM may be able to identify why the message is not heard. Based on our experience of how adults learn, we will uncover the processes happening in your business. Knowing that, you can then build methods and systems that make communication more efficient.

Want to know more?

Edutech KM Ltd

PO Box 25-241, Victoria Street, Christchurch;
phone: 64-3-337-0234
fax: 64-3-337-0235
info@edutechkm.com
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