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Successful Universities in a Changing World: HR Drives the Future

HR has A Key Role to play In Internal Communication


Shahida Kazmi
Director Human Resources Riphah International University, Islamabad. Pakistan. shahida.kazmi@riphah.edu.pk +92 323 566 6670
Riphah International University, Pakistan. .

Communication
Any act by which one person gives to or receives from others person information about that persons needs, desires, perceptions, knowledge, or affective states.

Communication is no longer a soft function. It drives business performance and is a key contributor to organizational success

Successful Universities in a Changing World: HR Drive the Future

Communication
Communication drives relationships and frames behaviors of people in the workplace and is a significant factor in the effectiveness of organizations

Riphah International University, Pakistan.

Internal Communications
A discipline that will help motivate and engage employees A tool for ensuring consistency in corporate messaging

Riphah International University, Pakistan.

Types of Internal communication


Vision and Mission. Organizational Strategy. Business Rules, Policies, manuals etc. Conferences, training Programmes, workshops etc Business letters, Emails, phone calls Remarks, comments, meetings, opinions. Feed backs, Suggestions, Feedbacks Follow ups, orientations, organograms. News Letters, Corporate Profile etc.
Riphah International University, Pakistan.

Successful Universities in a Changing World: HR Drive the Future

Internal Communication is Lifeblood for any Organization


If we could somehow remove communication flows from an organization, we would not have an organization.
It is needed for: Exchanging information Exchanging options Making plans and proposals Reaching agreement Executing decisions Sending and fulfilling orders

Riphah International University, Pakistan.

Successful Universities in a Changing World: HR Drive the Future

OBJECTIVES OF INTERNAL COMMUNICATION


Our objective to communicate is as follow; Human relations- promoting mutual understanding Empathy Persuasion Dialogue - promoting Information Taking and giving Influencing the behavior of the recipient Discouraging misinformation Suggestions and complaints - encourage Free exchange of information Fostering better relations

Riphah International University, Pakistan.

Successful Universities in a Changing World: HR Drive the Future

Internal Communication
Internal communication deals with the exchange of information within an organization to create a shared understanding that drives the behaviors and actions needed to move the business forward.

Good internal communication gets the message out, but great internal communication helps employees connect the dots between overarching business strategy and their role. When its good, it informs; when its great, it engages employees and moves them to action. Quite simply, it helps people and organizations be even better.

Good employee communication can improve an organization and drive business success by turning strategy into action.

Riphah International University, Pakistan.

Successful Universities in a Changing World: HR Drive the Future

Types of Internal Communication


Upward Communication

Internal Communication

Horizontal Communication

Downward Communication
THE 4th INTERNATIONAL CONFERENCE OF THE ACUS HUMAN RESOURCES MANAGEMENT NETWORK

Understanding the importance of Internal communication..


What percentage would you give to internal communications to the success of an organisation? How well do you feel internal communications is managed within your organisation/university? Do we have any value statement? Internal Communication Strategy? How well is internal communications managed between Dean and his faculty? How Well is the communication managed between Deans and the Registrar/VC/Executive Director? How do you rate HR department of your University as an agent of effective communication? Do you have internal communication policy or Strategy?

Successful Universities in a Changing World: HR Drive the Future

WHY IS INTERNAL COMMUNICATION IMPORTANT?


Enable them to appreciate the value of their organizations vision, programs or projects A significant element in engaging the employees keeping them focused, productive and committed Clear and effective channels of communication can make to an organization is substantial Aligning everyone's activities and providing motivation to raise performance levels Keep employees engage with the organizational values & objectives offering feedback and coming forward with ideas. Internal communication an art and technique of effectively imparting thoughts, information, and ideas to large numbers of people.

Internal Communication is a single, most important element that enables an organization to share their vision and galvanize their work force to action that moves the organization forward.

THE 4th INTERNATIONAL CONFERENCE OF THE ACUS HUMAN RESOURCES MANAGEMENT NETWORK

Successful Universities in a Changing World: HR Drive the Future

Role of HR in Effective Internal Communication


Credibility of an information source

Well-planned and delivered internal communication drives the culture in an organization, it is not an isolated event.

Effective HR Communication plays a vital role to provide the employees the effective means of communication within organization. Effective HR communication contributes to Learning, Teamwork, Safety, Innovation Improved productivity across the organization. Reduces employee turnover and customer /students turnover. Connecting employees to strategy and values
Effective HR Communication helps provide a 'line of sight' between business goals and individuals roles which in turn increases the effectiveness and profitability of the organization

THE 4th INTERNATIONAL CONFERENCE OF THE ACUS HUMAN RESOURCES MANAGEMENT NETWORK

Role of Internal Communication..


Reinforces the vision, values and culture among employees, who can then communicate it to internal & external audiences It provides aid in processing situation It provides aid in decision making process. To confront inappropriate decisions and behaviors.

Shared Vision, Shared Values, Clear Minds and Clear Communication

Effective Growth of Organization, It is a leading indicator of financial and organizational performance

What is good internal communications?


Clear Credible Concise Consistent Constructive and Timely

What good is internal communications? Builds understanding Promotes engagement Reinforces values Primes people for crises

Importance to HR
Dialogue Open dialogue between staff & upper management Facilitates flow of information through organisation Crisis & Change Channels in place in disseminate critical information Credibility in delivering messages Decision-making Access to employee input improves decisions Promotes inclusivity greater buy-in to decisions

Frequency of Communications
How often do your employees receive messages from management?
Daily 27% Monthly 32%

Fortnightly 11%

Twice a week 11% Weekly 19%

Feedback: Some times staff receive messages from the management only once a month.

Internal Communication Channels


Current Use of Channels Most Effective Channels

1
2 3 4 5 6 7

Email
Letter Team Meeting All staff mtg Newsletter Conf. Calls Other*

46%
2% 17% 21% 5% 4% 4%

1
2 3 4 5 6 7

Email
Letter Team Meeting All staff mtg Newsletter Conf. Calls Other*

29%
2% 30% 31% 4% 0% 6%

* Intranet, social events/awards, memoranda

* Intranet, Q&A Sessions, Memoranda, Notice boards etc

Responsibility in a Crisis
In the event of a crisis who would take responsibility for internal communications?
Other Internal Comms Officer Other ExCo Member
3

5% 7%

3 4

5%
43% 40%
15 20 25 30

HR Director

24

Managing Director
0 5 10

Feedback: Responsibility shared between MD and HRD Need definition of strategic and tactical execution

22

Successful Universities in a Changing World: HR Drive the Future In today's global business environment. effective organizational communication-internal and external--has a significant impact on an organization's success. Human resource professionals uniquely position themselves at both the starting and finishing points of the communication continuum. From an HR viewpoint, effective organizational communication contributes to learning, teamwork, safety, innovation and quality of decision-making in organizations. In an age of increased competition for talent, communication has become a strategic tool for employee engagement, satisfaction and retention. In fact, effective organizational communication contributes directly to employee and organizational learning, an essential factor for competitive advantage. Thus, as a promoter of effective organizational communication, HR is a key strategic partner in leveraging the relationships between employees and top management and with stake holders as well.
THE 4th INTERNATIONAL CONFERENCE OF THE ACUS HUMAN RESOURCES MANAGEMENT NETWORK

Most Needed Internal communication to be managed


Top Information Needs Change & Integration Strategy and direction

Organisational and policy changes


Company Performance Organizational progress against plan

Competitive position
Personal Performance Feedback on performance & career Best Practice Examples from other Operations

New developments in technology & sector

Successful Universities in a Changing World: HR Drive the Future

Barriers of Internal Communication


Lack of Understanding of the Subject Matter Un Clear Description (guidelines) of the subject Matter Un Planed Activities and Tasks In appropriate Communication Skills In effective Interpersonal Skills Absence of Personal Value System & Personal Image Lack of Trust of the individual Generation Gap Unfavorable Organization Culture & Structure There's data and there's information. Feedback and Suggestions

THE 4th INTERNATIONAL CONFERENCE OF THE ACUS HUMAN RESOURCES MANAGEMENT NETWORK

Barriers To Effective Communication


Assumptions Fears Reluctance to confront Ridicule, rejection, fear of being wrong Values and attitudes Generation Gap Information overload When the information we can process is exceeded Trust and Honesty A lack of trust can cause the receiver to look for hidden meanings in the senders message. Cross-Cultural Diversity The greater the difference between the senders and receivers cultures, the greater the chance for miscommunication.

How to address the issues related to internal communication


Make information sharing part of job description Define reporting and information sharing responsibilities But avoid over-rigid procedures if possible Ensure the efficient use of resources by prioritizing conflicting demands. Motivate better performance by linking individual and team efforts with systems-thinking big picture approach that effectively breaks down personal or departmental fiefdoms

Cont...
Hold regular staff meetings
But keep meetings short and efficient

Provide physical bulletin boards Communicate actively


Be an information source

Enable the review of business activity and provide the channels to measure future success.

Points to be addressed
Communication errors Cognition errors Judgmental errors Perceptions Feelings Emotions Thinking with going into a thought process

Cont..
Perspectives Context Body language Intensions Biases ( human, religious, sectarian, cultural etc.

HR leaders who promote thoughtful communication strategies encourage employee engagement and keep the workforce energized, focused and productive. To recharge employee morale, and support the organization's objectives, HR can foster an environment for engagement by developing a targeted, proactive strategic communication plan. This communication strategy can focus on organizational goals and determine methods of communication and information points for different audiences (e.g., employees versus media). Key points to consider are: 1) communicate from the top down to build employee confidence and buyin; 2) involve employees whenever possible, such as through focus groups; 3) communicate and explain all aspects of change, negative and positive; 4) personalize communications to address the question "what's in it for me?"; and 5) track results and set milestones to evaluate the objectives of the communication plan.

Outcomes of Internal Communication


Individual Outcomes
1. Commitment 2. Trust 3. Employee and job Satisfaction 4. Improved performance 5. Development 6. Organizational supportive attitude 7. Motivation 8. Sense of belonging 9. Buying in 10. Engagement 11. Loyalty 12. Empowerment

Organizational Outcomes
1. Corporate reputation 2. Innovation 3. Organizational success and improved business results 4. Support to change 5. Knowledge Sharing 6. Social Capital enhancement 7. Ethical relationships 8. Unified corporate identity 9. Reduction of the potential for misunderstandings, discrepancies, and conflict 10. Service quality enhancement 11. Shared vision and interpretation 12. Organizational learning 13. Competitive advantage

A corporation without a strategy is like an airplane waving through stormy skies, hurling up and down, slammed by wind, and lost in the thunderheads. If lightning or crushing winds dont destroy it, it will simply run out of gas. -- Alvin Toffler, American lecturer and author

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