Internal Communication – Part II

 As stated in the previous article Internal Communication – Part I, an effective organization is made up of individuals and teams, each of whom contributes their specific skills, knowledge, experience and collaboration in meeting the needs of their clients. After explaining what the obstacles to effective internal communication are, we also listed the first two tips on how to improve internal communication: using the magic formula of assertive communication and using “I-messages”.

More tips&tricks for improving internal communication

3. Using the Yes-Set technique

The “yes-set” technique consists of asking 3 questions/statements to which the interlocutor logically answers with “yes”. It calms him emotionally, restores trust and makes him more receptive to further communication, more open to constructive conversation. It is widely applicable, especially in situations of tense communication, or when you have to mention unpleasant topics.

4. „Silo“ mentality

One of the main reasons for poor internal customer service is that teams and departments are simply not clear enough about what they expect from others. The “silo” mentality refers to a situation where departments do not communicate with each other due to disagreements and/or conflicts of interest. Improving internal customer support requires much more understanding and behaviour, going in a direction that takes into account what different departments expect and need from each other.

5. Active listening

In most cases, while person A is speaking person B is preparing an answer. If we do not understand what is being talked about (eg technical jargon), people are embarrassed to ask what it is about, so they pretend to listen or think about something completely different. Also, people evaluate their benefit in what they listen to, so in cases where they do not see it, the person stops listening to the speaker. By improving active listening, we reduce the chances of misunderstandings, and thus we come to conflicts less often.

Training programme: INTERNAL COMMUNICATION