Effective communication helps break down traditional organizational hierarchy. It also encourages communication of both good and bad news, so that any type of news can travel from one end of the company to the other, and through all levels. You should touch the heart, touch the mind, touch the emotion. While I was working at a General Motors plant as a consultant, my first assignment was to solve a complex paint problem. From the start, I realized the root cause of any such problem would lie beneath the surface, and the solution would be known to the workers who have daily involvement in that area Generally, management ignores such workers recommendations, does not value their judgement, and does not even try to understand them.
Management questions their capability, and believes in outsiders rather than insiders.
Furthermore, it does not consider how detrimental an outsider s presence may be to an insider. I was one of those outsiders and, alas, I solved the problem. I touched their hearts, I touched their minds, and I created an emotional bond with them. I assured them they would not be penalized for giving me information. Whatever they told me, I told the management.