Douglas_Max,_Robert_Bacal]_Perfect_Phrases_for_Se

79

Goals in this section are relevant to all personnel who

have staff reporting to them; these goals relate to commu-

nications within the organization and with clients.

Downwards

■Communicate work-unit goals to staff so they under-

stand the bigger picture.

■Help employees understand their roles in the organiza-

tion and how they can contribute.

■Share information with staff as soon as possible.

■Operate on “want to know” rather than “need to know”

in terms of what is communicated to employees.

■Explain why things are done a certain way, and not only

how they should be done.

■Create communication climate so employees are com-

fortable questioning and challenging decisions.

■Provide feedback that majority of employees feel is fair

and constructive.

Customers/Clients

■Make final approvals on any written/promotional mate-

rial seen by customers.

■Handle 80% of phone calls from angry clients on first

call and to the satisfaction of the client.

■Collect customer satisfaction data by contacting at

least five customers per month.

■Communicate bad news to clients effectively and

respectfully.

Peers

■Refrain from withholding information from other man-

agers that is important for their success.

Communications

Copyright © 2004 by The McGraw-Hill Companies, Inc. Click here for terms of use.