What's the most important tool in Internal Communications?

This week, I was talking to a new client about the importance of questions. For me, questions are the most powerful tool for any internal communicators toolbox. Being curious, nosy, inquisitive, questioning (whatever you want to call it) is right up there.

But why? (see what I did there - asking a question again!)

Questions help you to understand your audience more (something I spoke about in a previous article), they help you gather feedback and ideas, they help you to understand things better so you can make sure your communication lands in the right way.

Not only that, questions help to build trust and encourage participation and ultimately engage.

Let's get into a little more detail:

Learning...

By asking questions, you can learn far more about each activity that you need to communicate.

It concerns me that Internal communications teams are sometimes used as a post box - this is a big red flag... The role of an internal communicator (and their team) is to question and provide guidance on the very best way to communicate an activity.

Ask away, get into the detail if you need to... The more you question and understand the plans of your stakeholders, the more you can make the activity land in the right way.

Feedback...

By asking questions, you can check what you're planning to do with other teams. You need to make sure what you send out is right (and also to identify areas for improvement). Don't be afraid to do this, suggestions are only going to enhance your communication - so make sure it happens.

Building trust...

Anyone can send a communication out (well, nearly anyone) but by asking questions, you can show your genuine interest and care for the activity that needs to land.

By asking questions, you're demonstrating your willingness to listen and to make things even better for the stakeholder. This is never a bad thing when you're trying to help someone land their activity. In my experience, people remember this, and will thank you for it too...

You're changing culture...

OK, so you may not think it at the time (and people may get annoyed by all your questions) but, by being inquisitive you're starting to influence and change the culture and thinking of an organisation... ?

The more people that ask questions in an organisation (to help understand things), means that silos are being broken down.

Be part of this change, and lead it from the front in your day to day work.

So lets get down to it… what questions should you be asking?

Use open-ended questions

A question that results in a yes or a no is not going to help you…

Think about those questions that are going to make the difference to how you understand things...

• Why are you planning it this way?
• Can you tell me a little more about that?
• How are colleagues going to feel about this change?
• How is this going to impact our colleagues?
• What do you want people to do as a result of what we ask?

Be specific...

Use detailed questions to really try to and get into the root of what you need to understand... It maybe that you need to come back again and again to make sure you understand too.

Remember, if you don't understand - then there is a high probability that those receiving the communication wont either.

Keep it simple

I'm all over this one, (mostly because I'm not as clever as most people!) but don't feel you have to use big questions.

WHY? is perhaps the most useful question that you can use here - keep asking it if you need to, it'll make sure you get to the point and get the answer quicker!

In summary:

I love questions, and being curious should be central to any internal communicators tool box.

If you're passionate about making sure your communications are hitting the spot, then asking the right questions will allow you to gain valuable insights, feedback and input into how you communicate.

What are you waiting for... get asking!

I work with forward thinking business leaders who don’t want to forget about their most important assets; their colleagues and customers.

I deliver practical advice & coaching to help your organisation communicate the right way, at the right time.

Please contact me on [email protected] or 07779 700 675

Let’s start the conversation and arrange a consultation to enable you to communicate to your people with impact.

sparkconsultants.co.uk