1 The right attitude (see Figure 2.2)

The European division investigated what made a good communicator. Using the results of the global attitude survey they identified the ‘good’ management communicators, asked them – and as a reality check their staff – what made them effective. They found that good communication is all about attitude. Natural talent is heavily outweighed by technique and attitude, and technique can’t be taught. So a full 80 per cent – attitude plus technique – is within an individual manager’s control. This was a reassuring message for managers who were not comfortable with communicating with their staff and thought you had to be born with the ability to do it.

• Upward feedback and appraisal

• OPEN thinking

• PRT and 1:2:5

• Communication network

• Global communication network

• Head office communication forum

• European task force identifies best practice

• BP Oil US president spends 50% time with staff

Communication is part of leadership

Figure 2.2 Creating the right attitude