Surviving Poor Management 3: Cross-Directed Information

This continues our series to help all of you working under poorly management companies
Michael spent 20 years employed in the same division of the same company. During the last four years management made a major change in strategic direction. Michael and several managers warned that the change would reduce productivity. Three years later, upper management investigated why half the branches decreased productivity and half the branches did not. They discovered that the half that maintained productivity had ignored the change. So, they reversed themselves returning to the original strategy. Rather than admit their mistake, they blamed Michael and the other managers saying that they had misunderstood  the directions.

Importance of Clear Communication

Companies and organizations require clear, consistent directions and strategy for sustained improvement. Major leadership authors such as Peter Drucker, Stephen R. Covey, and Jim Collins emphasize the importance of clear, sustained directions.
Clear, consistent directions with easy to observe metrics stimulate better implementation. Key production indicators share what the company expects employees to produce. Other indicators direct employees in the processes that will lead to successful results.

Consequences of Mixed or Cross-Directed Messages

We recognize occasional realignments or major strategic shifts occur. However,

• Frequent changes or confusing communications distract or deflate employees
• Staff cannot successfully implement confusing or misdirected orders
• Reversing direction compounds the distraction and loses time and money
• Verbal communications allow for more confusion than written ones
• Electronic communications provide easier opportunities for updating and modifications
• They may be distributed quicker and less expensively
• However, updating electronic operation’s guidelines without informing staff of changes enhance the chance for further confusion
• Unclear official communications loses time and money because employees recognize  the need for unofficial lines of communication and verifying tactics

Compensating for Unclear Messages

You may compensate for miscommunication or misunderstandings or even reversed directions in several ways:

• Ask your network of contacts within the organization to clarify and support one another
• Restate verbal communications to verify your understanding of what is being said
• Frequent refer to electronic and hardcopy communication and policy

Monday we highlight problems that result from poorly defined or unrealistic expectations
This blog will improve as you submit comments, questions, and experiences. We will answer your questions in future blog posts. Please submit your comments and questions so we can answer them.