Posted by: Female Perspective | September 25, 2010

Chapter 5: Organizational Communication

Chapter 5 – Organizational Communication

There are four best practices to help align your employees’ behavior with reputational interests:

1)      Bright lines and well-defined boundaries…enforced consistently

2)      Practical rules of thumb

3)      Realistic, scenario-based discussions

4)      Gap analysis: What we say vs. what we do?

Never let your employees practice on a customer.  Don’t send them out into the field without giving them a rehearsal from what they might expect.  Although their customer encounter may not go the same as the rehearsed version that you had practiced together, they will be better equipped to handle any surprises.

One of the best ways to communicate strategy is through commander’s intent which originated in the U.S. military.  This method is described as “a crisp, plain-talk statement that appears at the top of every order, specifying…the end-state of an operation…When people know the desired destination, they’re free to improvise, as needed in arriving there.”  Through this method, you do not have to give your employees a play-by-play but instead allow them to communicate among themselves and to arrive at the best possible strategy.     

**all this information came from the book, Reputation Management by John Doorley

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