[...]... is a good enough model 2 Revenue growth Employee retention Communication Internal service quality External service value Employee satisfaction Employee productivity Figure 1.1 The communication profit chain Employee satisfaction Employee satisfaction Profitability Talking Business: Making Communication Work until a better one comes along But communication is only a small element in the model and all... expect a similar level of disclosure at work However, communication is not just about making information available That is the easy bit and the main contribution of e-technology has been to increase the emphasis organizations place on one-way communication To feel that they are in genuine communication people require an interaction No matter how personalized a one-way communication is, it cannot provide... nitty-gritty of communication strategy, let us consider for a moment what we mean by communication and by employee communication The nature of communication Communication occurs whenever there is a meaningful interchange between two or more people You might be tempted to insert the words ‘of information’ in that terse definition, but there are at least two good reasons not to One is that a great deal of communication. .. teamwork and all those other enabling behaviours that lead to sustainable competitive advantage In essence, communication is a contract between individuals, the organization and each other Communication only works when people are willing to engage with others The quality of communication depends on whether the ‘contract’ is one of listening, discussing or genuine dialogue Improving the quality of communication. .. understanding of internal communication, such as the idea of receptivity to communication, the principles of measuring communication success and the importance of dialogue We also look briefly at the internal communication function’s role as an enabler as opposed to a deliverer Chapter 3 examines the business case for internal communication in more detail and looks at how communication actually happens... decisions by themselves The role of the leader is to express a vision, get buy-in and implement it That calls for open, caring relations with every employee, and face-to-face communication Talking Business: Making Communication Work This view undoubtedly accounts for much of Welch’s success and popularity as a business leader, but still fails to take account of the many practical obstacles to openness... vast network of informal, open communications’ Communication was clearly one of the areas contributing to business success, but the authors found difficulty in conveying the elements of successful communication, let alone showing how to achieve success in this area The difficulty of altering behaviours to achieve successful communication is compounded by the fact that for most business leaders communication. .. surprisingly few resources of comprehensive guidance for those entrusted with making communication work in organizations (We use throughout this book the term communication for the process and skill of communicating; communications for the technologies that enable communicating.) At the level of implementation, The Gower Handbook of Employee Communication, which we created in 1997, remains a primary source of... the bulk of communication spend is on media, which are predominantly one-way in their application and impact In terms of stimulating genuine, lasting change, we can categorize communication as shown in Table 1 Common myths about communication in organizations Most people in organizations still operate under a series of misconceptions about the nature of communication This hampers them using communication. .. template for addressing the communication process, starting before the public announcement and for a year or more thereafter In Chapter 9, we examine communication capability from the perspective of interpersonal competence From a brief overview of the psychology of communication, we present the concept of xxviii Introduction situational communication – the recognition that communication competence depends . y0 w0 h1" alt="" Talking Business: Making Communication Work This Page Intentionally Left Blank Talking Business: Making Communication Work David Clutterbuck. Blank ix Tables 0.1 Communication style versus impact 0.2 The cascade of communication 0.3 Involvement of the internal communication function 1.1 Top management communication