Donnelly Effect delivers 17 in '17: 17 actionable SPARKS to ignite your team for better leadership, customer and employee experience and a better bottom line.
In our last blog, we discussed how employing comprehensive communication strategies can help guard against employees who feel they are “in the dark” and why they end up being a bigger buzzkill than benefit. In fact, uninformed, disengaged, and therefore, non-committed employees are your greatest threat to business results.
Leaders can blaze a trail for success by committing to effective communication campaigns that foster supportive work environments. Transparent, detailed, and honest communication surely helps. But that’s not the be-all end-all for conveying new initiatives and changes to your most influential players. The second C of organizational communication is "CONSISTENT" communication.
Consistent Communication
We already know that the rumor mill is fostered by lax or even worse, non-existent communication strategies. But the rumor is bound to swirl out of control with inconsistent communication. Consistency is key — in every aspect of business.
When it comes to conveying updates to your team, the SAME message must be shared with EVERYONE in the organization.
If consistent messages are not shared far and wide, how can you expect success? For example, when there’s a kink in a front-line process — such as a failure to offer new customers access to your rewards program, or staff relaying outdated directives in response to a customer inquiry — it’s often because of a breakdown somewhere higher up the service chain. Are you certain your organizational changes were consistently communicated to everyone in the company? If service is slipping, there’s likely a short in your communication circuit.
Great leaders ensure communication and understanding EVERY step of the way.
Why this is effective
A hectic workplace doesn’t always lend itself to consistency, we know that. But taking the time to prioritize consistent messaging has its benefits — such as increased levels of understanding, higher levels of productivity, and greater feelings of comfort within your staff.
Through a variety of delivery channels, inspired leaders will deliver consistent verbiage to their staff that is both clear and informative. But most importantly, that message must read the SAME to EVERY employee.
Outline who on your team will be responsible for ensuring your communication updates are distributed to every department when creating a campaign strategy. Then, make sure those trainers are aligned with appropriate messaging so that every employee is privy to the same information.
Without consistent communication, your new roll-out, whether big or small, is bound to go up in flames. Inconsistent communication leads to confusion — which we all know is the ignitor switch to a failed customer and employee experience.
Rather than succumb to such doom, thoughtfully design a communication campaign that includes a comprehensive and consistent message. It’s your surefire way to spark a heightened level of understanding, trust, loyalty and seamless execution.
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Missed our previous SPARKS? Check them out below!
- SPARK #1: The Power of the Pre-Shift Huddle
- SPARK #2: How to Lead in 3's
- SPARK #3: Help Grumpy Find His Happiness...Even if it is Not With You
- SPARK #4: Tell a Story: The Power of Narrative Leadership
- SPARK #5: Calling All Leaders! How to Make Your Message Count
- SPARK #6: Think BIGGER! Service is Universal
- SPARK #7: Stack the Deck: How to Create AWESOME ARRIVALS
- SPARK #8: Plant the Seed of Loyalty with a Fond Farewell
- SPARK #9: Salvage Disasterous Experiences by Offering Alternatives
- SPARK #10: Leaders Create Leaders, Managers Produce Followers
- SPARK #11: Monster Service Ideas for Halloween and Beyond
- SPARK #12: The 5 C's of Organizational Communication Part 1: Are Your Employees "In the Dark?"
ABOUT MIKE DONNELLY: With over 20 years of Disney leadership experience, Mike Donnelly, Chief Experience Officer (CEO) of Donnelly Effect shares his insights on Talent Selection and Hiring, Employee Onboarding, Customer Experience, Service Culture and Leadership-among others. Donnelly Effect is home of the exclusive "World-Class Workshop" series and offers consulting services and keynote addresses to audiences of all sizes and industries. Since 2007, Mike Donnelly has been a contracted Disney Institute Facilitator, delivering Disney customer service training to audiences across the United States.
