FreshMail.com

Role exchange – hard experiment

What is effective internal communication all about? Is it about creating wise strategies and linguistically refined content that you send to your employees in a newsletter? It's about that, too. But that's not always enough. When your recipients' only reaction is shrugging their shoulders, it is time to reach for somewhat bolder solutions.
Ewelina Jamka
O AUTORZE

Ewelina Jamka

Free spirit with openness to the world and many years of experience in various editorials offices, allowing her to find an idea for attractive view on any corporate subject.

★ 3 minutes czytania

Communication can not be one-sided, a fact we tend to forget about – both the agencies which create content for their clients and the clients in their companies, we are used to cascading information via existing channels and in accordance with the corporate procedures. Various announcements and messages are sent from top to bottom, distributed to each department and division.
There are, of course, regular meetings of supervisors with employees that give time for the so called feedback, as the corporate terminology is. But these meetings are also highly formalized and the discussion is always according to a strict scenario, or an agenda, as they would say in a corporation. It is a clockwork system at first glance, but an experienced internal communication expert will notice that the “feedback” is laconic, clichéd and tells us very little. A communication failure…

There is a solution, however. It is being successfully used by Pierre Goad, Group Head of HR and Communications at HSBC London, and his associate Emmajane Varley, Global Head of Insight, Culture and Group CEO communications at HSBC, who aren’t fans of cascading solutions and had the guts to tell the managers: Be quiet!

They did this – as they say – to help people hear each other. They introduced the HSBC Exchange program, simple and groundbreaking at the same time. Something like a role-playing game with a role exchange…
It looks like this: you organize meetings of supervisors with employees, but in groups that aren’t bigger than 15 – they should be 8-10 people optimally. And now the most important thing: there is no meeting agenda and the leader does not give any presentation. What’s more, the leader mustn’t speak at all. The floor belongs to employees, they can discuss anything, from key subjects to details. The first such meetings are difficult for both sides, the leader who is used to delivering speeches and reacting quickly now ONLY has to listen patiently, while employees must overcome their shyness and be bold enough to speak openly. The supervisor writes down the issues that need rethinking and making some decisions. Sometimes there is awkward silence in the beginning of such meetings. This is the decisive moment – the manager must withstand the silence without saying anything or encouraging others to take the floor. The leader sits down and says NOTHING (a method often used in meetings of psychotherapist with patients). Eventually, one of the employees will speak, if only to break the annoying silence. And then you’re over the hump.

Such meetings create space for employees to feel they have the voice – it is important, as the manager-leader is by definition someone used to reacting quickly, and very often even before the employee has finished speaking, the boss comes up with a ready solution or simply says… “That’s irrelevant.” The boss only has his own point of view and seems intimidating for more go-getting employees.

The method used by HSBC is more emboldening. For this reason the method is being adapted by companies all over the world – those which have bold communication departments and bold leaders. What they get in return is effective communication and real feedback – and better communication within a company equals better decision making. Sometimes the best decision you can make is simply to remain silent.

ps.
Ula Radzińska told about this method recently during a meeting with one of our clients – I am very curious if the company (can’t tell the name for now) is going to implement this system. If they do, we’ll keep you informed about the effects.
 

Ula Radzińska: HSBC Exchange is the revelation of 2016 for me. It is the best proof that engagement requires discussion, space to talk, and listening from both sides. Here is a priceless lesson: for important strategic information to be heard, there must be space for discussing issues that may not be strategic, but are relevant for the employee. When employees feel they have been listened to, they will listen to the other party. Simple and brilliant. And the most beautiful thing about it – it costs nothing.

Kategorie: top trends, B2E

ZAPISZ SIĘ NA NASZ NEWSLETTER


Wartościowy artykuł raz w tygodniu na Twoją skrzynkę.

Zero spamu. Przestaniemy być ciekawi, wypiszesz się w każdej chwili.

Oświadczam, że dane podaję dobrowolnie w celu zapisania się do newslettera, a Administrator danych – spółka AUDE sp. z o.o. z siedzibą w Warszawie (02-620), ul. Puławska 118A, KRS 0000216511, REGON 015796792, NIP 5252306020 – przekazał mi informacje, o których mowa w art. 13 ust. 1 i 2 Rozporządzenia Parlamentu Europejskiego i Rady (UE) 2016/679 z dnia 27 kwietnia 2016 r. w sprawie ochrony osób fizycznych w związku z przetwarzaniem danych osobowych i w sprawie swobodnego przepływu takich danych oraz uchylenia dyrektywy 95/46/WE (dalej jako „RODO”) – informacje te są dostępne tutaj. Wyrażam dobrowolnie i w sposób świadomy zgodę na przetwarzanie przez spółkę AUDE sp. z o.o. z siedzibą w Warszawie (02-620), ul. Puławska 118A, KRS 0000216511, REGON 015796792, NIP 5252306020 moich danych osobowych w celu otrzymywania newslettera i przekazywania mi informacji o oferowanych przez nią produktach, usługach, promocjach i konkursach przez czas niezbędny do realizacji wyżej wymienionego celu, aż do cofnięcia wyrażonej zgody.

Wyrażam zgodę na otrzymywanie od spółki AUDE sp. z o.o. z siedzibą w Warszawie (02-620), ul. Puławska 118A, KRS 0000216511, REGON 015796792, NIP 5252306020 informacji handlowych drogą elektroniczną na podany przeze mnie adres poczty elektronicznej zgodnie z ustawą z dnia 18 lipca 2002 r. o świadczeniu usług drogą elektroniczną (t.j. Dz. U. z 2017 r., poz. 1219 ze zm.). Wyrażam również zgodę na używanie przez spółkę AUDE sp. z o.o. z siedzibą w Warszawie (02-620), ul. Puławska 118A, KRS 0000216511, REGON 015796792, NIP 5252306020 telekomunikacyjnych urządzeń końcowych i automatycznych systemów wywołujących dla celów marketingu bezpośredniego, zgodnie z ustawą z dnia 16 lipca 2004 r. - Prawo telekomunikacyjne (t.j. Dz. U. z 2017 r. poz. 1907 ze zm.). Wyrażenie zgody jest dobrowolne.

FreshMail.com
 

SUBSCRIBE TO OUR NEWSLETTER


A valuable article once a week for your inbox.

Zero spam. If we start to be boring, you will sign out at any moment.

I hereby declare the personal data are provided voluntarily for the purpose of signing up for the newsletter, and that the data Administrator – AUDE sp. z o.o. seated in Warsaw (02-620), ul. Puławska 118A, KRS 0000216511, REGON 015796792, NIP 5252306020 – has notified me about the provisions of article 13 item 1 and 2 of the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) – the information is available here. I hereby provide voluntary and conscious consent to AUDE sp. z o.o. seated in Warsaw (02-620), ul. Puławska 118A, KRS 0000216511, REGON 015796792, NIP 5252306020 to process my personal data for the purpose of receiving a newsletter and sending me information about company’s products, services, promotions and competitions throughout the time necessary to execute the above mentioned purpose, until the consent is withdrawn.

I agree to receive from AUDE sp. z o.o. seated in Warsaw (02-620), ul. Puławska 118A, KRS 0000216511, REGON 015796792, NIP 5252306020 commercial information onto the email address provided, in accordance with the Act on Providing Services by Electronic Means of 18 July 2002 (Dz. U. of 2017 r., pos. 1219, as amended). I also give permission to AUDE sp. z o.o. seated in Warsaw (02-620), ul. Puławska 118A, KRS 0000216511, REGON 015796792, NIP 5252306020 to use telecommunication terminal devices and automated calling systems for direct marketing purposes, in accordance with the Telecommunications Law of 16 July 2004 (Dz. U. of 2017 r. pos. 1907, as amended). The consent is voluntary.

FreshMail.com