TABLE OF CONTENTS People s attitudes and behaviour can be influenced by communication, and the essence of changing attitudes is to gain acceptance through excellent communication processes.
The strategy and changes to be brought about must be clearly and directly communicated from top management to all staff/employees. People must know when and how they will be involved, what the processes are and the successes and benefits achieved. The first line supervision has important roles in communicating the key messages and overcoming resistance to change, and these are identified in the chapter.
Good leadership is mostly about good communications, the skills of which can be learned through training, but must be acquired through practice.
All training should occur in an improvement cycle of: ensure training is part of the policy and strategy, allocate responsibilities, define objectives, establish training organization, specify needs, prepare programmes and materials, implement and monitor, assess results, and review effectiveness. These phases are dealt with in this chapter together with issues concerning follow-up and consultancy.
People s attitudes and behaviour clearly can be influenced by communication; one has to look only at the media or advertising to understand this. The essence of changing behaviour in business is to gain acceptance for the need to change, and for this to happen, it is essential to provide relevant information, convey good practices, and generate interest, ideas and awareness through excellent communication processes. This is possibly the most neglected part of many organizations operations, yet failure to communicate effectively creates...
