Corporate Symphony
Last week I learned about excellent corporate communication the hard way.
Long story short: I fell over my dog in the middle of the night and broke my ankle. I spent all next day at the Ottawa General Hospital. Once the pain subsided I had lots of time to observe a large organization communicating internally, and doing so beautifully.
Mostly, it was just the underlying message “We’ve got you– don’t you worry!”
This is what I saw and experienced:
1. They were ready for me. Nobody was trying to figure stuff out on the fly. When you’re hurting, this is important.
2. They were clearly ready for a lot more than a guy with a fractured ankle and they were demonstrably compassionate.
3. They were a team who knew how to work together and a team who enjoyed working together.
4. They continuously learned from one another.
5. They respected one another. Surgeons treated orderlies as important team members.
6. Every staff member was empowered– a cleaner noticed I was shivering and got me a warm blanket.
A large organization can be a symphony of internal and external communication on many levels, but stuff like this doesn’t just happen or fall out of the sky.
Communication symphonies happen because somebody has, with clear vision, patience and determination focused on the big picture as well as all the little things. Somebody has cared and insisted that things be done right, and if not, corrected and done again. Somebody has stayed with it until all the doctors and orderlies and nurses and technicians and accountants and IT professionals and plumbers and painters who make up the Ottawa Hospital take pleasure in being the absolute best they can be. And somebody has cultivated an environment where everyone, regardless of rank, communicates with internal and external participants in a clear, understandable, useful, encouraging, courteous and engaging fashion.
Frankly, that’s a pretty amazing accomplishment.
And when you’re hurting and scared and sitting in a cubicle, you’re really glad somebody made it all work. Thank-you, “Somebody”!
My blogs (http://www.purposeful.ca/blog) (including more complete discussion of above)