You’re likely familiar with top-down communication and bottom-up communication, but there’s another form of communication that you’re probably not as familiar with—lateral communication.
Lateral communication is the communication that takes place in organizations between individuals or departments operating at the same level. Conversations between marketing and customer service, or between radiology and orthopedics. These kinds of conversations are going on all of the time, but aren’t often carefully managed or handled strategically.
That’s unfortunate, because when well managed lateral communication can significantly boost teamwork, productivity, and positive outcomes.
Effective Lateral Communication is Like a School of Fish
You might think of effective lateral communications like a school of fish, or a flock of birds, that move and change direction in perfect unison. Similarly, healthcare organizations that have strong lateral communications can “turn on a dime,” adapting quickly when new challenges or opportunities emerge.
Effective lateral communication provides a number of benefits for organizations—and employees. Lateral communication can:
- Capitalize on the strengths of each area of an organization.
- Build teamwork and respect for different roles, creating a sense of community.
- Decrease breakdowns in information sharing.
- Support shared vision and goals.
- Drive innovation by exposing people to different perspectives and opinions.
There are also, though, some potential drawbacks if not well managed. These can include:
- Too much off-topic, unproductive communication—e.g., over-socializing.
- Hostility or rivalry between departments can impede the transfer of information.
- Confusion over who has decision-making authority.
- Differences in opinions could lead to disagreements if not managed well.
The key to avoiding these potential drawbacks and reaping the rewards of effective lateral communication? The right balance and proper management strategies.
Managing Lateral Communications Effectively
There are a number of things that leaders can do to help ensure positive lateral communication. For example:
- Share information freely and encourage others to do so as well. Don’t create a climate where people feel information is shared on a “need-to-know” basis only—and that they don’t need to know.
- Make use of multiple communication channels. Software and apps designed to foster project management can be helpful, but don’t top there. Human interaction is important. Bring people together regularly, whether in-person or virtually.
- When creating teams or task forces, think carefully about the stakeholders that should be included from both internal departments and external partners. Case a wide net; aim to be more inclusive than restrictive.
- Check in with stakeholders often to see if they feel they’re getting the information they need or if they’re encountering any barriers or resistance.
- Model open communication yourself—senior leaders set the tone.
Effective lateral communication doesn’t just happen. It needs to be nurtured and supported to help build stronger teams who are aligned and ready to turn on a dime when they need to.
Is lateral communication thriving in your organization? What strategies have you used to support it? I’d love to hear your experiences—share in the comments below.
About Baird Group
Since 1994, Baird Group has been on a mission to make healthcare better for patients and the people who serve them. A leading healthcare management consulting firm is who we are.
Founded by Kristin Baird, a nurse and pioneer in the patient experience, Baird Group is a leading healthcare management consulting firm uniquely qualified to help healthcare leaders understand their current culture and the resulting experience. We then can drive engagement solutions that achieve greater loyalty with patients, employees and providers.
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Tags: effective communication, employee communication, Employee Engagement, engaging employees, lateral communication, productivity, reducing turnover, Teamwork
