Improving
Communications to Reach Business Goals
Ingersoll-Rand
Ingersoll-Rand hired L.M. Dulye & Co. to help introduce new internal communications vehicles and processes across all IR businesses in more than 100 facilities around the world.
Our approach was 2-pronged: We started by teaching Effective 2-Way Communications™ Courses for top managers, where they were trained in skills such as effective listening, how to give and get feedback, and encouraging dialogue. This has led to better and more face-to-face communications and an elevated understanding of company values and strategies (see table: "Ingersoll-Rand's 2-way Communications Course Feedback.")
We also helped Ingersoll-Rand introduce new internal communications vehicles for managers, such as an online manager's toolkit. This toolkit is updated monthly, and offers managers in 15 different businesses direct communications guidance with the Communications Compass, and Tipsheets that help promote site-specific targeted messages.
2-way Communications Model Surmounts Communications Challenges
To help Ingersoll-Rand get past the communications challenges listed below, we introduced them to L.M. Dulye & Co.'s 2-way Communications Model - developed to involve all levels of an organization in the communications process, from top management to associates and with particular emphasis on front-line supervisors. The model is not simply a product or function. Instead, it is process-driven - integrating communications into all business operations.
| Today's Communications Challenges |
|
Poor senior management communications and visibility. |
| Mixed, conflicting messages; little cross-department communications. |
| One-way, top-down, sporadic communications. |
| Poor competencies and low accountability for sharing information and staying informed. |
| Unclear communications regarding business goals and strategies. |
2-way Communications Model Overview
Baseline Assessment
Real performance data on how and what Ingersoll-Rand communicates
was obtained through quantitative and qualitative research conducted
by L.M. Dulye & Co. of current communications performance (practices,
processes, products, people).
Endorsed Strategy
With guidance from L.M. Dulye & Co., Ingersoll-Rand then developed
a strategic plan to improve communications based on the assessment
results and their business strategy. The company involved employees
and management at all levels in creating the organization's strategic
communications plan.
Key Messages
We then helped Ingersoll-Rand create key messages so employees could
see and understand the big picture by connecting the dots between
day-to-day responsibilities and team and company achievements. The
goal was to eliminate variation in messaging processes and build organizational
knowledge about the business plan and performance.
Disciplined
Process
Our firm then helped integrate the process into Ingersoll-Rand's
organizational practices and structure to promote continuous, unfiltered,
2-way communication about priorities, requirements and business/personal
performance.
Common Tools
Managers at all levels were next provided with structured support
and tools developed by L.M. Dulye & Co. to build business knowledge
and communications competencies.
Measurement
System
We then put structured metrics in place to evaluate progress on key
performance factors. This data was collected on an on-going basis
with results communicated throughout the company.
L.M.Dulye & Co.'s 2-way Communications initiatives are helping Ingersoll-Rand realize business goals and harness its workforce potential through improved communications. We can do the same for you and your company.