Developing communication in the workplace

When managed effectively, good communication provides many advantages to both the practice and individuals. Good communication often leads to increased productivity, a more positive work culture and greater cooperation and collaboration within the practice. Ensuring communication is prioritised also reduces the likelihood of conflict at work and promotes employee retention in the long run. This article sets out several key steps to ensuring you are well underway to fostering good quality communication in the workplace.

Have well established communication channels

Ensuring that practice-wide communications are made regularly and to a central location is key. It is recommended that practices use a dedicated platform or location to distribute important messages clearly and promptly. By streamlining all communication to a minimal number of platforms, employees are more likely to stay up-to-date and well informed. Methods of mass communication might include an electronic or physical notice board, or alternatively, periodic staff emails could be sent when important information or notifications need distributing. Regardless of what type of platform the practice wishes to use to communicate, staff should be made aware of what/where this will be and how often they should be required to check this platform. The practice should also establish clear reporting structures. For example, it should be clear who employees can communicate any absences, grievances, rostering issues or payroll concerns to. Reporting structures can be communicated and publicized via company policies and documents such as an employee handbook.

Ensure staff are well trained and understand the importance of good patient communication

While communication between employees is important, the nature of customer interactions can also have a major impact on the practice. It is recommended that employees are made aware of service level expectations for when communicating with patients of the practice. Generic customer service training and refreshers could be used to remind staff of expectations, reinvigorate the team, and ensure that high levels of service are upheld.

Meet with employees on a regular basis

Setting up regular meetings with employees to check in, discuss updates and generally build good rapport is a great way to ensure that management personnel within the practice lead by example and show what good communication should look like. Setting up regular meetings creates a perception that communication is a priority and ensures that staff are regularly engaged with. Regular meetings provide an opportunity to deliver practice updates and allows issues to be addressed on a consistent basis, rather than only addressing once they have escalated and become more complex.

Give employees the opportunity to voice their concerns on a 1:1 basis

While group meetings serve their purpose, 1:1 meetings with individual employees provide a great opportunity for management personnel to practice active listening and build understanding and rapport. Periodic 1:1’s give management great insight into how an employee is tracking, allows issues to be discussed in a more private context and creates a sense of trust and care from an employee perspective.

Understand different communication styles in the workplace

Understanding that everyone is naturally going to communicate in different ways is key to overcoming communication barriers at work and avoiding conflict. Understanding whether someone may be an assertive or passive communicator can be beneficial in building an understanding of how to approach and manage certain individuals. Learning to respect, tolerate and adapt to varying communication styles will make the workplace a more harmonious and productive environment.

For more information on this article please call the ADA HR Advisory Service on 1300 232 462.