→ Managers play an important role in ensuring that information flows clearly, quickly and accurately throughout the business.
Establishing clear communication channels
→ Managers should establish appropriate channels for upward, downward and horizontal communication.
→ Employees should know:
→ who they report to
→ who they should contact for specific problems
→ how information should be passed between departments
Example:
→ Employee → Supervisor → Department manager → Senior management
Choosing appropriate communication methods
→ Managers should select the method that best suits the message.
→ Urgent information → phone call or meeting
→ Detailed instructions → written communication
→ Complex decisions → meeting/discussion
→ Routine information → email or internal messaging
→ Performance data → tables, charts or reports
Encouraging two-way communication
→ Managers should not only give instructions but also listen to employees.
→ Employees should be encouraged to:
→ ask questions
→ provide feedback
→ report problems
→ make suggestions
→ raise concerns
→ This helps management identify problems before they become serious.
Providing communication training
→ Managers can train employees in:
→ active listening
→ report writing
→ presentation skills
→ use of communication technology
→ giving and receiving feedback
→ Better communication skills reduce misunderstandings and mistakes.
Creating an open communication culture
→ Managers should create an environment where employees feel comfortable sharing information.
→ Employees who trust managers are more likely to report problems and suggest improvements.
Providing appropriate technology
→ Managers can provide tools such as:
→ email
→ video conferencing
→ instant messaging
→ shared documents
→ project-management systems
→ Technology can make communication faster, particularly when employees work in different locations.
Monitoring communication
→ Managers should check whether important information is reaching the correct employees and being understood.
→ Feedback, employee surveys, meetings and performance reviews can help identify communication problems.
Informal communication within a business
→ Informal communication occurs outside the official communication channels and does not necessarily follow the formal hierarchy of the business.
→ It can occur through:
→ conversations between colleagues
→ informal meetings
→ social interactions
→ messaging groups
→ discussions during breaks
→ employee social networks
Advantages of informal communication
→ Fast → information can spread quickly without following the formal chain of command.
→ Builds relationships → employees can develop stronger personal relationships and teamwork.
→ Encourages openness → employees may feel more comfortable discussing problems informally.
→ Supports formal communication → informal discussions can help employees clarify instructions received formally.
→ Spreads ideas → employees may share ideas and solutions more freely.
Example:
→ Two employees discuss a production problem during a break → one suggests a simpler procedure → the idea is discussed with the supervisor → the procedure is improved.
Disadvantages of informal communication
→ Rumours may spread → incorrect information can be treated as fact.
→ Information may become distorted → the message can change as it passes between employees.
→ Lack of accountability → there may be no clear record of what was communicated.
→ Exclusion → some employees may be left out of informal communication networks.
→ Conflict → gossip or inaccurate information can damage relationships.
Managing informal communication
→ Management should not try to eliminate informal communication because it is a natural part of business life.
→ Instead, managers should:
→ encourage open communication
→ provide accurate formal information
→ correct rumours quickly
→ create opportunities for employees to communicate informally
→ ensure important decisions are confirmed through formal channels
How communication influences business efficiency
→ Business efficiency means using resources effectively to achieve business objectives with minimum waste.
Clear communication
→ Clear instructions → fewer misunderstandings → fewer mistakes → less wasted time and resources → higher efficiency.
Faster communication
→ Faster information flow → quicker decisions → quicker response to problems → less downtime → greater efficiency.
Better coordination
→ Communication between departments → better coordination → fewer duplicated activities → smoother operations → greater efficiency.
Example:
→ Sales informs production about a rise in orders → production increases output → sufficient products are available → fewer lost sales.
Better decision-making
→ Accurate information → better understanding of the situation → better decisions → improved use of resources.
Greater employee motivation
→ Clear objectives + feedback + involvement → employees understand what is expected → greater commitment → potentially higher productivity.
Fewer conflicts
→ Clear communication → fewer misunderstandings → fewer disputes → better working relationships → smoother operations.
Faster problem-solving
→ Employees report problems quickly → managers receive accurate information → corrective action can be taken → less disruption.
Better customer service
→ Good communication between employees and customers → customer needs understood → problems resolved quickly → improved service efficiency.
Poor communication reduces efficiency
→ Poor communication → misunderstandings → mistakes → delays → duplicated work → wasted resources → higher costs → lower efficiency.
Improving communication in a given situation
→ The best solution depends on why communication has failed.
If employees do not understand instructions
→ Use simpler language.
→ Avoid unnecessary jargon.
→ Give examples.
→ Provide written instructions.
→ Allow employees to ask questions.
→ Check understanding through feedback.
If information is delayed
→ Use faster electronic communication.
→ Reduce unnecessary levels of hierarchy.
→ Give managers greater authority to communicate directly.
→ Establish clear deadlines for reporting.
If information is being distorted
→ Reduce the number of people through whom the message passes.
→ Use written instructions for important information.
→ Introduce standard reporting formats.
→ Confirm that the receiver has understood the message.
If employees are unwilling to communicate
→ Build trust.
→ Encourage upward communication.
→ Provide anonymous feedback systems where appropriate.
→ Train managers to respond positively to concerns.
→ Create a culture where mistakes and problems can be discussed openly.
If there is too much information
→ Remove unnecessary messages.
→ Prioritise important information.
→ Use clear headings and bullet points.
→ Send information only to relevant employees.
→ Establish clear communication procedures.
If departments do not communicate effectively
→ Hold regular interdepartmental meetings.
→ Use shared digital platforms.
→ Set common objectives.
→ Clarify responsibilities.
→ Encourage horizontal communication.
If communication is affected by distance
→ Use video conferencing and collaboration platforms.
→ Use shared online documents.
→ Establish regular virtual meetings.
→ Provide appropriate technology and training.
Improving communication — decision approach
→ Identify the barrier → choose the appropriate communication method → establish clear responsibilities → encourage feedback → monitor whether communication has improved
→ The most appropriate solution depends on the cause of the problem, urgency, complexity of information, number of employees involved, geographical location and need for feedback.
Example:
→ Production employees repeatedly misunderstand new safety instructions.
→ Problem → instructions are complex and one-way.
→ Solution → manager holds a short meeting, explains the instructions using simple language, provides a written procedure and allows employees to ask questions.
→ Result → better understanding → fewer mistakes → safer and more efficient production.