We are told that the “terrible two's” are caused primarily by the frustration that results when a child's brain can think with an intelligence that exceeds its ability to express; in short, frustration caused by a lack of ability to communicate. Consequently, when your organization's communication skills are infantile, it causes frustration among your managers, employees and customers.
The simplest, easiest and most successful way to improve your organization's communications both internally and externally is to ‘walk a mile' in the shoes of your staff, partners, vendors and customers. What is the communication experience that they have with your organization? What is it like to navigate your telephone menu system; or your web site, frequently asked questions, and e-services? What is your quality of face-to-face service? Is there an organizational atmosphere of open communication from the janitor up to the CEO? Make sure that all of your organization's communication services are what you would want them to be if you were a staff member, partner, vendor or customer.
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