Keeping People In the Loop

If you go into any organization and do a survey about what leaders are doing well and poorly, the vast majority of groups will put “communication” at the top of the list of things to improve. This is true even though most leaders are nearly consumed trying to keep people in the loop on a daily basis. Why is there such a disconnect between needs and performance?

There are numerous reasons for the gap. First, the magnitude of information that needs to be shared is growing exponentially. With the global markets and worldwide scope of most operations, the complexity is dozens of times more daunting than it was just a decade ago. The ubiquitous access to all kinds of information and misinformation on the internet means that leaders need to unscramble a plate of informational spaghetti on a daily basis. What used to be cells of gossip and rumors quickly becomes a rats nest of damage control when a horde of titillated bloggers or twitterers swings into action.

Corporate communications can no longer be a matter of having a quarterly Town Hall Meeting. Information needs to be disseminated on a continuous basis, and misinformation needs to be beaten down almost hourly. Is it any wonder key executives get bogged down and withdraw to let the “communications officer” handle the mess. Yet when a CEO unplugs from the communication process, this is how people get the idea he is hiding something or he just does not care about telling them the truth. That creates a significant trust problem.

Whew, is there an antidote to this malaise? I think there is. It is a simple remedy that has been known for centuries. It is called “walking the deck,” or if you are a politician, “pressing the flesh.” The trick is for top executives not only to practice the art of interfacing with people, they need to insist that all middle and lower managers do the same thing. This is particularly true when times are tough.

If there is a crisis or emergency, most managers and leaders like to retreat to the safety of their office and communicate electronically. Unfortunately, spewing out long explanations of current realities may seem like progress, but consider how many of the people are reading or understanding these tomes. My advice to leaders is to at least double their shop floor time when times are tough.

If top leaders insist on a culture of talking with workers directly often and insist that all managers in the chain do this routinely then the crushing load of communication can become more manageable. The side benefit is that the workers will not be besieged with a flood of electronic drivel to digest daily.

6 Responses to Keeping People In the Loop

  1. mauraf says:

    Agreed. At a time when the loyalty contract is quickly becoming a thing of the past, and when we know for sure that email communications are risky for the high miscommunication factor, face time with the very people that keep your customers and shareholders happy is not too much to ask of our leaders. And truly, the side benefit is that employees feel more connected to their workplace, which might increase motivation and morale.

  2. Totally agree! Between emails, Reply to alls, Communicator, blackberries, etc, I worry we may lose the art of face-to-face communications. Keeping in contact with your team / peers can prevent (or cure) so many problems. Great article.

  3. I absolutely agree. I think it is necessary to set up short planned mandatory meetings at a minimum so there is at least some human interaction. Observing body language is critical to managing.Seeing management’s reactions(facial reactions) to directives and complex situations is a critical component in evaluating key management.

  4. Very educational – continue to spread your message. Looking forward to an update. For too long now have I had the urge to start my own blog. Suppose if I wait around any longer I will never ever do it. I’ll make sure to include you in my Blogroll. Thanks again!!

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