I have been contacted to act as an internal consultant by
9mobile Nigeria, a leading telecoms operator in Nigeria. My task is to understand
the communication challenges a middle manager is having and recommend ways he
can improve his communication skills and be more affective as a manager. Below are
my findings and recommendations.
Forms of
Communication:
The two types of communication in 9mobile come under
“Vertical Communication”
1. Internal
Communication:
Communication that deal with internal matters and
interaction between staff and employees in varied forms is called “Internal
Communication.” It serves as a medium to address concerns of employees,
thereby improving goodwill, job satisfaction, productivity and safety.
Under Internal Communication, you have:
Upward Communication
Downward Communication
Horizontal/Lateral Communication
1. External
Communication
This refers to communication by company supervisors with offices
outside the organization. This communication can prompt operational efficiency,
market credibility, goodwill, corporate image, and customer loyalty. It leads
to enhanced performance, increased sales and profits.
Common forms of communication
Face-To-Face Communication
This is the best mode of communication. It requires the presence
of both parties, reduces uncertainty and makes sure that issues are mutually
understood.
Phones Calls
This is a personal form of communication .It adds a personal
touch to messages that needs clarity and explain some intricacy involved.
Writing
This includes letters, posters, business memos, bulletin
boards and other written forms of correspondence. This is a good choice when passing
a message to individuals at various locations.
E-mails
E-mail outweighs most communication modes. It’s cheap, quick
and good features, gives it an edge over others in communication in a way that
both the sender and receiver find helpful.
Web Conferencing
This includes lectures, training, presentations and the like
between computers that are web connected and allow for instant face-to-face
communication distances.
Online Chats
This alludes to a spoken or written conversation, except
that it is through the computer or phones. Both point-to-point and multicast
communications are served by online Chat, which can be valuable in web
conferencing.
Shortcoming
1 Vulnerability
When leaders are vulnerable, they say little and take no chances,
Instead of fully engaging in a discussion they can’t control.
2. Intimidation
If the audience is junior, they communicate enough to be
heard, but not enough to make the effect that is expected to address issues at
hand.
3. Subject Matter
Expertise
When leaders lack subject matter expertise, they don’t know
where they or their points of view fit in the solution-set
4. Readiness
Lack of readiness leads to poor communication. The failure
to show others how it’s done spreads negative effects on others.
5. Executive Presence
When leaders lack executive presence, it weakens their
authoritative stance; it starts to limit
what colleagues expect from them and leads to poor communication skills.
6. Knowing how to engage.
Leaders can find it simpler to avoid communicating, at least
until they have everything made sense of. So they retrench and put off
connecting on key issues, which can rapidly get out regardless as gossip.
Recommendations
1. Team meeting
Meet with your team regularly, in person or via
teleconferencing and invite them to discuss their tasks and the organization.
2. Open Door Policy
Employees should feel comfortable bringing anything to your attention.
That can be beneficial to business’s internal communication and make you more
approachable.
3. Common Goal
There’s a common goal in any organization, which relies on
the focus of the business. It is consequential that employees are on the same
page.
4. Get Outside of the Office
A change of scenery can perk people back up. Getting outside
the office can be as simple as relocating your team to a different location to
collaborate on a project.
5. Work Retreat
A work retreat can
range from being a day at the beach to an excursion. With all the focus put on
helping employees communicate better.
6. Opportunity to Recharge
Giving employees the opportunity to step away when need be.
Whether it means taking more time for break or asking for a day off, you’ll get
better results out of granting employees the chance to reboot themselves.
7. One-Way Communication
This provides an element of control, but it’s not going to
do you or your employees any good. Instead, allow for communication to be a
two-way street.
8. Attend Conferences as a Team
Attending conferences as a team is a way to open up
communication and discuss with employees how your organization might move
forward.
9. Reach Out to Shy Employees
Reaching out to shy employees can help break down the
barriers of communication they may have set, especially if you show interest in
them.
10. Encourage Video Conferencing
Video conferencing, puts a face to the voice of employees
when you might not actually see them in person.
11. Ask Questions
Asking employees how they like to receive information can create
a more effective plan for regular communication.
12. Celebrate Achievements.
This is a great way to let employees know how much of an
impact their efforts has on an organization.
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