Building Bridges, Not Walls: Responding Strategically to Negative Comments about Internal Communication
Picture this: I meet someone new, and their initial greeting is along the lines of, "Oh, so you're the one who keeps spamming my inbox with company messages that I never read." I've also had people say straight to my face things like, "Internal communication? Yeah, that's not really adding any value, is it?" And the classic gem, "So, your job is basically all about creating those company newsletters, right?" While responding to these subtle digs with an eye roll would be incredibly satisfying, I find that it’s more beneficial to respond professionally and tactfully. Here’s what I recommend:
Educate and inform—Subtle digs at internal communication (IC) are great educational opportunities. As we discussed in last week’s blog post, education about IC’s value is an ongoing activity. Politely explain the importance and benefits of IC. Share examples of how effective communication contributes to employee engagement, productivity, and a positive work culture.
Showcase results—Highlight success stories or instances where your work made a tangible impact on the organization. Share metrics, such as increased employee satisfaction or improved communication effectiveness, to demonstrate the value of your role.
Offer insights and perspectives—Share your expertise and insights on the role of IC. Explain the complexities and challenges involved in crafting effective messages, ensuring consistent messaging across the organization, and fostering employee engagement.
Seek collaboration—Emphasize that effective IC is a shared responsibility. Offer to collaborate with others to improve communication channels or find solutions to any concerns raised.
Stay positive—Maintain a positive attitude and focus on the potential benefits and opportunities that effective internal communication can bring to the organization. Avoid getting defensive or engaging in confrontations.
Lead by example—Continuously strive to improve your own communication skills and practices. Show the value of effective IC through your actions and the quality of your work.
Remember, the goal isn’t to argue or prove others wrong, but rather to foster understanding, showcase the value of your role, and promote effective IC within the organization. Save the eye rolls for when you’re recapping these tales to your IC friends at social hour.
