Written by Carla Susmilch of Sumerra

 

The art of communication is the language of leadership
James Humes

Effective communication is a critical requirement in the healthy operation of any organization. Risk is a natural consequence if communication, regardless of whether it is vertical or horizontal, breaks down or is never established. If not corrected, those risks can be realized, including legal actions with bottom-line consequences.
Internal communication between employees can be just as important to a company as its external communication with clients and vendors. What are some initiatives that can help keep internal communication solid? What are the positive consequences of each of these initiatives?

Open Door Policy
The “Open Door Policy” is a popular approach in which managers are encouraged to leave their office doors open to facilitate communication and collaboration. This policy is one of the best ways for management to learn and respond proactively to the concerns of their subordinates. This channel for surfacing risk is a key that allows for legal or safety non-compliances to be addressed before they become critical events.

Forbes covered the policy’s benefits in an article titled, “New Managers: 4 Reasons You Need An ‘Open Door’ Policy.” The article suggests that the Open Door Policy promotes an environment in which managers are more likely to see employees “stopping by for a quick chat to bring difficult issues, situations or ideas to the attention of their manager.” How does this apply to the world of Compliance Management?

Risk cannot be addressed until it is identified. Identification requires visibility. As most people are limited to two eyes and two ears, there is no way they can single-handedly observe all the complexities inherent in most organizations. Open communication allows you to tap into the eyes and ears of your most important resource, your committed and engaged employees. The Open Door Policy improves this communication by reducing tension or fear that can be a natural part of hierarchical relationships.

Reviews
The quality of communication is intimately related to the quality of the relationship between the parties involved in it. The way in which Performance Reviews are executed can have internal relationship impacts that propagate into various aspects of your business. When given correctly, they can help employees acculturate to the organization and foster a more trusting relationship between managers and their subordinates.

Constructive feedback is critical to employee growth and success. Something so important shouldn’t be left to chance; rather, constructive feedback should be integrated into your business system. While this has always been important, it is becoming more so as Millennials increase as a share of the workforce. In 11 Tips for Managing Millennials, the author asserts that Millennials are a group that request performance feedback with more frequency. My workplace knowledge suggests the author is correct, and Millennials place real value on guidance and feedback, not just their salary.

The trust that well executed Performance Reviews engender has positive spillover effects into the relationship and associated communication. Countless claims have been avoided or smoothly resolved simply because consistent communication led to trust and a healthy working relationship.

Coaching in the Moment
From my experience, “Coaching in the Moment” is a powerful strategy. Instant feedback and suggestions allow for managers to remain engaged in the details of how work gets done. The opportunities to impact the ground level are many, whether it be offering suggestions to operate in a more safe manner, identifying and grooming current employees for future promotions, or stepping in to improve an employee’s attitude or communication with colleagues.

Coaching in the Moment requires time and effort; however, it is one of the most effective ways to develop a team and demonstrate the work it does matters. A quick and easy read, “How to Coach Your Staff for Improved Performance” details the many benefits of this approach. It also discusses how it can prevent common issues (such as employee surprise during an annual performance review).

To highlight, imagine the following scenario. You observe an employee standing on a desk to change a lightbulb. Option 1 – you have a brief conversation with the employee about workplace safety and your concern for their wellbeing, which you make a note to document later. Option 2 – you make a note to talk to the employee later about your observation. Option 3 – you do nothing.

Option 3 should be summarily dismissed. Option 2 creates unnecessary risks. The risk that you fail to follow-up. The risk that in the meantime your employee injures themself. The risk that you embarrass the employee by calling them to you for a more formal conversation, when a quick discussion would have worked equally well or better. Coaching in the Moment (Option 1), does the best job of addressing the concern and improving compliance with standards and best practices that have been identified and implemented for sound reasons.

Messaging / Preparation
You probably have heard the phrase “it’s all in the details.” In communication, the details are often in the messaging and preparation prior to the communication. Messaging, especially when dealing with an employee grievance or employee termination, is important to protect yourself and the organization. Whenever possible, this is best achieved through preparation.

When dealing with compliance related situations, it helps to be prepared, confident, and to speak clearly on the issues under consideration. Whether it’s educating workers on the importance of rest days or discussing the need for implementing stricter emergency preparedness policies, confident and eloquent speakers are better able to keep attention and persuade listeners to take corrective actions. I recommend practicing your feedback or presentation before you give it.

Based on personal experience, I would highly recommend a membership in your local chapter of the Toastmasters Club. This is a phenomenal resource for anyone, particularly someone who must speak publicly, conduct employee trainings, or reviews. My membership has allowed me to practice messaging and preparation on a weekly basis and has improved my effectiveness immeasurably in both internal and external communications.

The importance of communication increases with the speed of the environment. In a fast paced field like Compliance, communication is paramount. Whether addressing a grievance, having a difficult conversation to mitigate a risk, or reporting to stakeholders, ensuring your communication is frequent, clear, and well prepared helps ensure that you and your organization are successful.

Carla Susmilch is a Program Manager for Sumerra – a global compliance and consulting company. She has previous experience working in Social Responsibility in a Brand role, and currentlyrepresents a Third Party Provider. For further information, please contact Carla Susmilch at csusmilch@sumerra.com or visit www.Sumerra.com to see a list of services Sumerra can provide you.