Fostering an Open Communication Climate

Speaking clearly and listening for understanding are the first steps to being a more effective communicator. In addition, good managers, supervisors, and leaders take specific actions to create a climate that is conducive to open and honest communication. In this open communication climate, people feel free to give their input and ideas. Information is shared freely and conflicts are openly discussed and worked through. People are more willing to express innovative ideas and to take risks.

The basis of the open communication climate is trust. To begin to build or expand trust in your organization and to foster an open communication climate, try some of the following tips.

1.  Keep your employees informed. We all want to be “in the know.” Take time to keep your employees informed about what is happening within the organization. Let employees in on the “big picture” and the reasons for management decisions. The more people feel informed about their organization, the better they feel about their participation in that organization. When you do not have the answer or are unsure of the reason for a particular decision, be honest with your employees and do whatever you can to get more information to them as soon as possible.

2.  Use a “real” open door policy. Most managers say they have an open door policy. However, employees often quickly find out that although the door may be open, the mind is closed! If you have an open door policy, it means you welcome people to come to your office with their ideas, comments, complaints, and suggestions.

3.  Encourage others to express contrary viewpoints. Let people know that you expect them to challenge and disagree with you. When they do, let them state their case. Do not interrupt. Ask questions to ensure that you understand their point of view. Look for areas of agreement and be willing to see others’ perspectives.

4.  Don’t “shoot the messenger.” Nothing destroys trust and credibility more than this one. A good leader understands that in today’s complex organizations people are required to relay messages. All messages should be received calmly and no blame must be placed on the messenger. If you shoot the messenger one too many times, not only will the messenger not come back again, but everyone else will do whatever it takes to keep information from you.

5.  Encourage employees to share information.If your employees rely solely on you to keep them informed, you will quickly become overwhelmed and the employees will not get all that they need to do a quality job. Let your staff know that you expect them to share information on a regular basis. Set aside time in staff meetings simply for information sharing. Actively involve others in giving updates and sharing other relevant information. When employees come to you for information that someone else can handle, redirect the employee to go to one of their colleagues for that information.

6.  Use a variety of tools to disseminate information. Help get the word out by using a variety of tools to communicate. Get your employees’ input and suggestions regarding communication tools. You could use such tools as the following:

7.  Promptly respond to communication from others. A general rule of thumb is to get back to people within a maximum of twenty-four hours. A better rule of thumb for some of the people would be to get back within four hours. When someone sends you a note, letter, or phone message, get back as soon as you can to let that person know what you are doing about the concern. Even if you cannot respond with a complete answer or solution right away, you can let them know that you are working on it and that you will get back ASAP. Then, do what you said you would do!

8.  Keep your manager informed. Take the time to discover what your boss expects from you. How often does he or she expect to hear from you? Does he or she prefer written information (reports or status updates) or a weekly face-to-face meeting? What types of decisions does he or she expect to be consulted on? When can you make decisions on you own? How much detail does he or she like? Remember, just as you would expect from your employees, no boss likes surprises. Find out what your boss needs and keep him or her informed and up to date.