When leaders assess organizational communication, they often use generalizations such as “good communication” or “communication problems.” Such expressions seem natural, but in fact obscure a great variety of context and circumstance.
To better understand the variety of workplace communication, it can be helpful to think in terms of topic-specific categories of communication. One organization, for example, might excel at communicating policies but struggle in areas of training and skill development. Another might communicate goals and objectives effectively but stumble in conveying organizational vision and mission.
In our workshops we sometimes have participants list those areas in which they personally need communication to do their jobs effectively. From the answers given, general categories can be identified that would be found in most organizations. These include:
- Vision and mission
- Goals and objectives
- Job descriptions
- Policies and procedures
- Standards and expectations
- Organizational relationships and structures
- Feedback
- Decisions and the rationale behind them
- Training and orientation
- Available resources
- Deadlines and priorities
- Plans and changes
- Hot issues
- Market conditions
Leaders can begin identifying categories relevant to their own organization by posing to themselves and – more importantly – to their employees a few simple questions: What do I need to know to do my job effectively? What additional information would increase my capacity to act confidently and proactively? In what areas does a lack of facts or information hinder my performance?
Undertaking this type of analysis is important because rarely is communication “good” or “bad” throughout the entirety of an organization. Rather its quality depends on what is being conveyed.
For example, communication is strongest in concrete but prosaic areas like policies, procedures, and job descriptions, and much weaker in more abstract but substantive areas like vision, mission, and big-picture goals.
Identifying these content areas allows organizations to more accurately assess exactly how and where communications succeed and falter – and to take steps accordingly.