Assessing Organizational Communication

2. Assessing Organizational Communication Chapter 14 Phase 6: The Final Report

3. The Final Report • The final feedback report is the most important step in the entire audit. It is the reason the audit was conducted; all the hard work has led up to this moment. • The final report must be a superb form of communication about communication.

4. Preparing the Report • Effective feedback requires sensitivity to the client’s abilities to process the information in the report. • Feedback affects performance. • The dominant consideration for designing the report is determining how the feedback can be given effectively to these people under these circumstances. • Stay within the original boundaries set at the beginning of the audit. • Manage the Message. Be thorough. At a minimum the report should include the following:

5. Manage the Message • Statements of Purpose • Identifies major thrusts of the diagnosis • States the limitations of the audit • Describes the particular client system concerned • Provides historical background for the study

6. Manage the Message • Review of the Procedures for Data Collection • Includes copies of all instruments used • Describes the sampling techniques for collecting responses • Indicates the formats used in collecting data

7. Manage the Message • Summary of Raw Data obtained for Each Question • Includes separate sections for each kind of data. For example, summaries from interviews and questionnaires may be written separately • Reports information in a descriptive, nonevaluative way • Pinpoints any problems with data, such as absences of responses

8. Manage the Message • Description of Analytic Procedures • Describes statistical manipulation of raw data • Summaries results of the analysis • Provides narrative descriptions of tables • Amplifies results with relevant examples or details to make them meaningful to the client

9. Manage the Message • Conclusions about strengths in, and obstacles to, communication • Recommendations for Future Development

10. Manage the Message • Arrange the Report Systematically and Attractively • Limit the Number of Conclusions. • Build Cases (examples) • Keep Areas Needing Improvement and Areas of Strength in Perspective • Emphasize Variability in Responses • Maintain Anonymity of Respondents • Note Limitations

11. Preparing the Report • Make Well-Developed Recommendations • Keep Recommendations Consultative • Consider Cost Implications • Assess Priorities • Examine Auditor Values and Biases • Remember that Perfection Is Illusive

12. Communicating the Report • Choose Appropriate Report Context • Use multiple channels • Arrange an exact sequence • Use a process-oriented discussion • Involve the full audit team • Adapt to the clients • Give assurances • Answer questions • Deal gently with resistance • “Your data are not valid.” • “I already knew that.” • “I’m under attack.” • “What do all these numbers mean?” • “I disagree.”

13. Communicating the Report • Demonstrate appropriate modeling behavior • Distribute a separate report throughout the organization

14. Assessing Organizational Communication Chapter 14 Phase 6: The Final Report END