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ITIL 4 Managing Professional Certification Course: Direct, Plan and Improve (DPI) - Effective Communication

1. Communication is vital

1.1 Communication is a two way process

We are constantly sending and receiving communications (one-way communication is broadcasting)

We always need to ensure that our messages are understood: receiver of a message also must check it has been understood correctly

Email with no response is not effective: use checks to see if the message has been absorbed

Communicate proactively (what do people think ? How did they respond to your messages ?)

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1.2 We are all communicating all the time

Communicating even when we aren’t talking or writing even by omission, for example leaving someone out of an email or meeting (body language, gestures, tone of voice)

Some authorities claim that non‐verbal communication is the most important aspect of all communications

Be aware of your own communication style and how it affects other people. Think about other communication techniques you could try

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1.3 Timing and frequency matters

Good timing is essential to get things done

Understand business periods when there is high activity and priority:

  • Don’t bring up a minor issue in the middle of a major incident
  • Issue service reports at a time when customers can read them

Don’t communicate planned downtime before it’s been agreed

Send customer satisfaction surveys after major initiatives/incidents

Don’t overcommunicate. Send just the right number of messages

Get close to your customers, form a relationship

1.4 There is no single best method of communication that works for everyone

We all have preferences including preferred ways of sending and receiving communications

Know who you’re communicating with to help select how to communicate, even if you can’t always do this for every person, it is a good guide

Consider alternate options, for both message and format (many business cases fail due to having no Plan B)

1.5 The message is in the medium

Format and style of a message can determine emotional response. This will affect level of importance, interest, and understanding

Use communication to help build relationships

Use relationships to help improve communication

1.6 Communication methods

One-on-one, face-to-face

Meetings/workshops

Telephone

Email

Instant message

Social media

Graphics

By example

Recordkeeping/workflow management applications

Storytelling

Reports

2. Establishing Feedback Channels

Key message: ensure that all feedback gets a response, or the next time stakeholders are asked, they may be reluctant to provide feedback.

Communication is a two-way process:

  • It’s not something we do to stakeholders
  • Listening can often be more important than talking

Everyone needs to actively solicit feedback from stakeholders:

  • Feedback channels should be available, known, easy to use...
  • Consider using email, social media, collaboration tools
  • Consider the type of feedback and the need for privacy or anonymity

People must feel safe to offer feedback so allow for anonymous feedback from silent resistors

Encourage feedback from named individuals as this can be directly addressed:

  • Difficult to collect more information from anonymous feedback because can’t show actions to the person who sent the feedback

Monitor feedback on your communications:

  • Confirm the messages received was as intended
  • Fine tune communications based on the feedback
  • Improve your ability to address different audiences
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Go back to ITIL 4 Managing Professional Certification Course: Direct, Plan and Improve (DPI) to finish this chapter or to the main page ITIL 4 Managing Professional Certification Course.

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