Communication
A comprehensive communication plan is the backbone to successful improvement and training programmes. Information that will require dissemination includes:
changes in policies, processes and procedures and location of documents
new and modified staff roles and responsibilities and location of documents
training course objectives and schedule
purpose, instructions for use and location of on-the-job aids
availability and contact details of on-the-job coaches
expected organisational outcomes and performance targets
organisational performance results
formal and informal staff performance feedback
availability of staff incentives
Ensure that each piece of communication is sent to all appropriate levels in the organisation. Experience indicates that it is often overly optimistic to expect that information given to higher levels of management will be passed on to supervisors and frontline staff. Where this does happen, the filtering process in many cases leaves the original message unidentifiable. Where at all possible, I would suggest communicating directly to those affected, letting the higher levels of management know what you are doing. I would also recommend avoiding the use of email and written memos to send out important messages. These are poor media for gaining attention and commitment. Staff buy-in to the programme, with the attendant motivation to behave differently, will be enhanced by supervisors and higher level managers communicating the nature and objectives of the programme as much as possible.