The Art of Communication

Recently there have been a couple of instances that to me have highlighted the critical role that INTERNAL communication plays in everything we do as organisations and how in some cases when we get this wrong it can have a real detrimental effect on our EXTERNAL communication – and that really is a bad thing.

The first situation was when one of our clients went and communicated something externally that was a potential hand grenade internally. Unfortunately it was a “sudden” spur of the moment decision to do this that was not thought through at senior management level where someone simply needed to ask “if we do this what impact will it have on our staff”.

Now I am NOT saying the decision to go and communicate this externally was wrong – far from it, as it turned out it was absolutely a “God inspired” decision – all I am saying was that what I noticed was when the implications of the decision were not thought through it created MAJOR havoc inside the organisation. It is essential that those in positions of influence, authority and management put themselves in the position of those who are not and simply think through the implications of what they are going to communicate. In this case a simple staff e-mail would have fully solved this issue and the chaos that took place internally would have been irradiated.

The second situation was a complete, total and unmitigated disaster. I happened to be travelling back from Israel via Heathrow airport on the very day that the new Terminal 5 opened – oh dear!!!!

Basically what happened to me was that we (I was travelling with a colleague) arrived at Heathrow on an El Al flight and because we were transferring to a different carrier (BA) could not check luggage all the way. So we arrived at T5 (which is a stunning place) at about 3.15pm – just about the same time that the entire baggage handling system ground to a halt. What this meant was that NO ONE could check their bags in at the Fast Bag Drop – so you couldn’t go anywhere. To cut a long story short, we waited for nearly 3 ½ hours in the cue – during which time our flight was cancelled (no one told us till we asked) we were then put on another later flight – BUT after asking were again told this one was cancelled (the last one of the night) so we ended up getting a hire car and driving the 5 hours home – all in all not a great experience.

BUT here was the worst thing; there was NO communication from the staff on the ground about what was going on – basically because there was NO communication to them from management – meaning they were left totally isolated and unable to deal with what they were trained to do – customer relations.

I have very little to say other than this instance to me highlighted again the vital role that our internal communication can ultimately have on our external perception. Taking your team with you, getting them on the same page and keeping them involved and engaged CANNOT be underestimated – I wonder how much time we spend concentrating on this as opposed to our external communication (which is also crucial) BUT can so easily be undermined if the internal element does not happen as well – we’re in the communications business – but I think this is an area we severely neglect and wonder if we diverted some attention to it if it might in fact not revolutionise our effectiveness as all of a sudden we have all our team on board.

Jesus did this VERY well even though his “team” didn’t always get it. He clearly communicated ton his 12 disciples REGULARLY what was going on in the ministry and what they should be aware of regarding what was coming up – even to the extent of telling them he was going to die. He concentrated on communication and spent time taking his core team with him – if it was important to him – how much more to us.

There was one other aspect to the Terminal 5 debacle that’s worth comment – and that’s the planning. Who on EARTH came up with the idea of moving the ENTIRE BA domestic and short haul flight schedule overnight into a new home that had not been thoroughly and robustly tested? Surely the thing to do was a phased move – ensuring that it was working at each stage BEFORE moving on to the next – doing what they did meant they had NO back up plan when it all failed.

Unfortunately I regularly work with ministries and organisations that do this ALL the time – never having a plan B. We somehow expect it to all be alright and when it isn’t have to unpick what we have done to get back to normal and then try again – often taking weeks (though thankfully unlike with BA not having it cost us a fortune). If we ONLY spent a bit more time thinking it through, carrying out proper planning, assessing risk and ensuring we have a good plan B – we’d save LOT’S of headaches – I wonder if its because we pull the “God Card” – it’ll be alright, God told us to do it – well honestly it rarely is and in all truth usually when it is its because the dedicated team working for the organisation would die before seeing it fail – but this takes its toll on people and really is NO WAY to run an organisation – the strain it puts is never good and in creative media teams stifles and kills the creative ingredient that is so critical – so a plea from the “little people” please plan better and ask those of us who can help you – AND listen even when the answer is not what you want to hear – its usually for the long term good of the organisation.

Thanks – and what do you think?