Improving Managers’ Face-to-Face Communication Skills

Challenge:
Georgia-Pacific (GP) is one of the world's leading manufacturers and marketers of paper and building products, employing approximately 50,000 people at 300 locations. Results of a 1999 employee engagement survey indicated a need to improve managers' face-to-face communications skills, including delivering information to employees and responding. In addition, findings showed managers didn't understand their communication role.

Solution:
In 2000, Davis & Company developed a customized training program to help managers enhance their face-to-face skills and fulfill their communication role. This work included:

• Developing a training curriculum based on best practices in adult learning
• Creating a participant workbook and facilitator guide
• Conducting training sessions for front-line managers, as well as train-the-trainer sessions for GP communicators

In 2003 and again in 2008, Davis & Company successfully worked with GP to update and enhance the training program based on manager feedback and changing business needs.

Results:
Qualitative and quantitative research indicated the training program has:

• Made face-to-face communication between managers and employees a priority throughout the company
• Increased the frequency and quality of face-to-face communication
• Improved employees' understanding of how their job performance supports the company's direction