The Benefits of Using Two-Way Communication Service

Two-way communication is crucial for building trust among employees, aligning company goals, and sustaining productivity. But how can companies successfully incorporate this type of communication in a remote world? We get to the bottom of this.

If you are looking for more details, kindly visit ITNIOTECH.

Your business runs on communication, that much is certain. Messages are shared between staff, employers, clients, and dozens of stakeholders around the clock. But communication doesn’t always equal dialogue.

In fact, much of corporate communication consists of one-way messages, designed to impart information. In the meantime, many companies overlook the importance of two-way communication in the workplace. We’ll explore why this can be detrimental to your business, and how to improve two-way communication with a modern internal communications tool.

What is Two-Way Communication?

Two-way communication is the process of sharing information back and forth between two parties. In other words, it’s a conversation where both the sender and receiver invite and offer feedback. And most importantly, two-way communication is never a monologue.

To maximize the benefits of two-way communication in the workplace, dialogue should be continuous. In other words, the flow of information between the sender and the receiver should be consistent. Effective internal communications tools, methods, and channels are vital in facilitating this process.

ContactMonkey’s interactive employee engagement software helps to facilitate dialogue in the workplace. It differs from other workplace digital communications tools because it doesn’t simply send out information. It encourages conversations through employee pulse surveys, anonymous comments, a range of interactive elements. You can improve internal communication with emails that include interactive features.

Types of Two-Way Communication

Two-way communication doesn’t always mean instantaneous face-to-face (or these days, screen-to-screen) conversations. It also doesn’t exclusively involve dialogue between managers and subordinates. The latest innovative internal communications tools let you transform traditional communication channels into two-way messaging tools.

Here are just some of the ways that two-way communications can manifest in the workplace:

• Horizontal two-way communication: communication between employees of the same rank is known as horizontal two-way communication.
• Vertical two-way communication: this type of two-way communication takes place between a superior and their employees.
• Asynchronous two-way communication: dialogue isn’t all about face-to-face conversation. Including a question or survey in your asynchronous communications is a great way to initiate dialogue.
• Instantaneous two-way communication: this can include things like texting staff VIA employee SMS internal communications. If you choose to go this route, select a high-performance employee text messaging system and make sure to follow SMS content best practices.

Check out our blog on the importance of internal communication and learn how to get team buy-in for effective internal tools.

Why is Two-Way Communication Important?

Two-way communication is important because it builds trust and helps improve the free flow of ideas in the workplace.

Consider the process of organizational innovation. Contrary to what many imagine, it’s not all about CEOs spawning brilliant ideas and passing them along to staff.

Instead, it’s about employees from all levels of the company sharing insights, getting feedback, and going back to the drawing board.

The same goes for problem-solving. If employees and managers don’t welcome creative criticism and new ideas, it becomes difficult to introduce new ways of thinking and doing. As such, companies end up using age-old solutions to tackle new problems, and finding themselves at a dead end.

When it comes to building trust, two-way communication helps employees feel comfortable sharing feedback with colleagues and leaders. As employees see that their input is welcomed and valued, they begin to open up more. In turn, more honest and authentic conversations begin to take place, which strengthens workplace relationships.

Benefits of Two-Way Communication

The main advantages of two-way communication is in building trust and enhancing communication systems by improving idea-sharing. But these assets lead to a range of indirect benefits as well. Here are just a few of the top ones to keep in mind:

• Greater mutual understanding: continuous two-way communication prevents misunderstandings and one-directional thinking.
• Improved team alignment and collaboration: when employees are used to back-and-forth communication it becomes harder to create siloes. Collaboration also becomes natural. Use internal collaboration software to make this happen.
• Increased employee engagement: when remote employees are consistently involved in cross-organizational dialogue, it prevents isolation and disconnection.
• Greater job satisfaction: two-way communication offers an outlet for employee concerns, ideas, opinions, leading to heightened employee satisfaction.
• Increased job productivity: consistent dialogue leads to less ambiguity about tasks, projects, and responsibilities. As a result, there are less obstacles to workflow.
• Improved trust between employees: two-way communication helps employees feel more comfortable, leads to honest and authentic feedback, and nurtures trust towards leaders.

Understand the link between workplace engagement and business success with our breakdown of the latest employee engagement statistics.

How to Encourage Two-Way Communication in the Workplace

Recognizing the benefits of two-way communication is important. But you may still be wondering “How do I actually implement this type of communication in the workplace?”

Don’t sweat it. Below, we cover some simple two-way communication best practices that you can easily incorporate into your internal messaging.

1. Picking the right communication channels

Two-way communication is only as effective as the channels and tools that you use to facilitate it. Take stock of your existing communication channels and identify the preferred methods of communication among employees.

Once you know what’s working, bolster your existing internal communication channels or implement new tools accordingly.

For instance, if employees are most vocal across Slack communities, start boosting two-way conversations through weekly surveys. If your newsletter garners a lot of engagement, use it to solicit more employee feedback, which can lead to new company newsletter ideas.

Pro tip: Use an interactive internal communications tool like ContactMonkey to improve two-way communication. ContactMonkey transforms static emails into dynamic conversations through comment boxes, videos, GIFs, and surveys in Outlook and Gmail.

Choosing which employee you communicate with is important for gathering the feedback you need. With ContactMonkey, you can create custom internal lists for different groups of employees with our List Management feature. ContactMonkey integrates with your Human Resources Information Systems (HRIS) like Workday and ADP, as well as Azure Active Directory, so your created lists will be automatically updated as employees join and leave your company.

2. Creating a culture of employee feedback

To truly improve two-way communication, you’ll need to foster a culture of feedback in the workplace. After implementing the right feedback tools and channels, you should consistently gather employee input while encouraging upward feedback to managers.

Employee surveys and wellness check-ins should be conducted on a regular basis. In addition, leaders and managers should be encouraging feedback directly. This includes leaving time for Q&A during weekly stand ups and town halls.

Written leadership communications should also end with a question and offer more opportunities for feedback. For instance, you can add anonymous feedback boxes at the end of employee emails. This shows employees that their ideas and opinions are valued and encourages dialogue.

Use ContactMonkey’s pulse surveys to gather quick, continuous employee feedback. These types of employee surveys can be embedded directly into newsletters and their short, simple format encourages more participation.

3. Showing empathy and transparency

You wouldn’t want to open up to someone who you know to be judgmental and critical. Neither do your employees. That’s why showcasing empathy, authenticity, and transparency across your communications is a key way to encourage dialogue

So how do you visibly demonstrate these qualities? For starters, pull back on corporate jargon and using language that conveys coolness or indifference. Instead, use more plain, simple language across your internal communications.

You can even add humour by inserting animated GIFs in emails or including fun employee survey questions. Comedy is disarming and can make your employees feel more comfortable sharing and engaging in two-way communication.

Add GIFs and embed videos into internal communications using ContactMonkey’s HTML templates. Our responsive template builder allows you to incorporate a range of multimedia directly into your employee emails.

4. Always acting on employee feedback

Acting on employee feedback is one of the most durable ways to encourage two-way communication. It shows your employees the value of their feedback and provides an incentive to speak up more often.

Say you’ve sent your employees a Slack message asking them for ideas on incentivizing customers to leave more reviews. You’ve gathered some great suggestions and plan to implement them into your Customer Success workflow.

The next step is to recognize the value of employee feedback and share how you plan to use it. In your next employee newsletter, add a quick appreciation message to your team and highlight how you’ll be utilizing their recommendations.

Not only is this incredibly simple to do, but it will incentivize employees to share their input in the long run.

Improve employee engagement and boost two-way communication by implementing one of our 20+ employee recognition ideas.

Examples of Two-Way Communication

Two-way communication is crucial when it comes to getting employees to weigh in on company decisions and ways to improve employee experience. Let’s look at some two-way communication examples to see practical ways to implement it in your organization.

1. Interactive employee newsletters

Interactive emails promote two-way communication by encouraging employees to engage with a range of different media. Unlike static emails, interactive newsletters invite employees to rate content using stars and like buttons, respond with comments, and complete surveys.

With ContactMonkey’s interactive internal communications tool, users have access to all of these features alongside powerful internal analytics. You can gather employee feedback, along with engagement metrics all in your ContactMonkey dashboard.

Learn how to improve your employee communications with compelling internal communications storytelling.

By tracking engagement, you can use data to improve your two-way communication strategy.

2. Employee pulse surveys and anonymous questionnaires

The short, focused nature of employee pulse surveys makes them easy to use on a frequent basis. By getting staff in the habit of sharing input and ideas, pulse surveys help make two-way communication feedback the norm across your organization.

Pulse surveys are normally positioned alongside other communications, like employee newsletters. This helps contextualize their topics.

For instance, if you want to find out whether employees are interested in more employee engagement opportunities, you can ask engagement questions next to an announcement about your upcoming virtual team building engagement games.

Anonymous feedback options also complement pulse surveys by giving employees the option to elaborate on their survey response:

Whether you’re conducting employee exit surveys, company culture questionnaires, or employee engagement surveys, ContactMonkeylets you embed feedback options across your internal emails. Your company newsletters turn into a two-way employee engagement channel through emoji reactions, thumbs up/down, and a range of survey options.

Want to make beautiful newsletters faster? Learn how to create an employee newsletter that stands out with our step-by-step guide. Or if you’re looking to create newsletter content quickly, try using our OpenAI ChatGPT integration. Leveraging AI tools for corporate communications is a great way to try out different formats, create first drafts, and get ideas for your newsletter that can then be tweaked and customized for your audience.

3. Virtual town halls

Virtual town halls are live stream events that bring together employees and leaders. It’s where managers provide key updates and employees have time to ask questions face-to-face. This makes virtual town halls a hub for two-way communication—if managed properly.

In addition to reserving time for Q&A sessions, you can conduct polls throughout your town hall to boost two-way communication. Employees can also be invited to give ‘shoutouts.’ This gives staff an opportunity to recognize fellow colleagues and improves two-way horizontal communication.

You can maximize two-way communication during your next town hall by following our complete virtual town hall meeting guide. To ensure that your town hall runs smoothly, we also recommend using ContactMonkey’s event management tool. It allows you to create, promote, and manage your virtual events straight from your internal newsletter.

4. Employee wellness check-ins

Wellness check-ins enable managers to assess a number of factors that impact employee wellbeing and engagement in the workplace. But they also facilitate two-way communication and encourage employers and managers to build trust.

Staff gain an outlet for sharing any challenges that they’re experiencing. They can also suggest resources that your company can provide to help.

Wellness check-ins can be done in-person during your weekly meetings with staff. They can also take on the form of two-way communication campaigns. In the latter example, employee wellness surveys are sent out to employees in their newsletter.

Our guide on employee wellness surveys helps you learn how to lead successful employee wellness check-ins. It also shows you how to use them to promote two-way communication.

Are you interested in learning more about Two-Way Communication Service? Contact us today to secure an expert consultation!

5. Employee Net Promoter Score (eNPS)

eNPS surveys are designed to check employee engagement levels across your organization. They do this by measuring the likelihood of your employees recommending your business to others as a place to work.

What makes them an effective two-way communication tool is their ability to tackle two priorities at once. While measuring employee engagement, eNPS surveys also invite employees to give feedback consistently through their simple, straightford structure:

With ContactMonkey, you can track the results of your eNPS survey in your analytics dashboard. If you notice glaring issues with employee engagement, you can reach out to employees directly, asking for further feedback. In this way, eNPS surveys help promote continuous two-way communication.

Learn how to build a business case for internal communications campaigns, tools, and initiatives with our step-by-step guide.

Use Two-Way Communication to Drive Productivity

Two-way communication ensures that information moves in all directions across your organization. This maximizes collaboration and idea-sharing, promotes innovation, and boosts trust in leadership. But to get the most out of two-way communication you need to have tools designed to promote dialogue.

Effective communication is the lifeblood of any successful business. Without clear and open channels that allow information to flow both ways, companies may falter and fail. That’s why two-way communication between management and employees is so vital.

However, employee engagement, recognition, and impact of stress are all factors that play a role in effective communication. It’s not just about letting both parties have their say. That’s why we’ve decided to decode the benefits and best practices of two-way communication. 

We’re going to look at what two-way communication is and how it differs from one-way communication. We’ll discuss why it is so critical in business, education, and everyday life and outline what you have to do to implement a successful two-way communication system. 

What is Two-Way Communication?

Two-way communication is a process that involves transmitting and receiving, speaking and listening, and accepting and responding to messages. Responses might be to what a team leader has said, what a colleague has said, or it may be a management response to employee feedback. This distinctive form of communication ensures there is an interactive and open exchange of information between two parties, in this context, between employers or business leaders and employees, or between employees or management. 

Two-way communication ensures that both the sender and the person receiving the message engage in a collaborative conversation. It differs from the traditional top-down, hierarchical method of communication where information typically flows from senior management to employees. 

In our post on Top 20 Types of Internal Communication for Boosting Teamwork we feature both top-down and two-way communication. When you study the 20 different types, you will see that while these have significant differences, all can be implemented in such a way that they offer a two-way communication strategy. For example, top-down communication, which flows from management down, as well as bottom-up that vows from employees upward, can both become two-way communicators when they aim to attract feedback. Management can use top-down communication for surveys that ask for employee opinion, while bottom-up communication might seek feedback from team leaders on specific issues that concern them. 

The essential element of two-way communication is simple. Whether it’s peer-to-peer communication where employees share ideas and opinions, or rewards and employee recognition communication from employers, as long as there is an opportunity for feedback and/or response, it becomes a two-way conversation. If response is not enabled, it is clearly one-way communication. 

Importance of Two-Way Communication

Two-way communication encourages employee engagement, enables employees to give valuable feedback to which they expect their employers to respond, provides critical insights, and creates a culture of community. 

In the context of companies, two-way communication operates as an enabler for building trust with team members. When employees feel involved in the decision-making process, their commitment to the organization generally increases. 

Further extending the process of two-way communication, human resource (HR) teams often make use of wellness checks for individual employees, list management techniques, and opt for annual employee surveys to gather critical feedback. Clear internal communication strengthens the organizational culture, in turn, leading to increased productivity.

You could liken the process of two-way communications to an air traffic control system. In a well-functioning two-way communication system in organizations, you will be able to identify regular updates, alerts, and feedback that maintain a smooth inflow and outflow of communication. So, just like in an air-traffic control station, ongoing information, feedback, and news keep everyone informed and moving in the same direction.

We decided to highlight a few research reports that prove just how important two-way communication is. 

What Research Tells Us About the Value of Two-Way Communication

Cerkl is committed to elevating internal communications. So, it won’t surprise anyone that we keep abreast with research into the communications sector globally. We strongly believe that communication is king. But it has to be done the right way.

McKinsey & Company’s The State of Organizations survey reveals a lack of purpose in communication (43%) and/or insufficient support for achieving individual purpose (32%). One of their many findings is that “purposeful communication is a skill and an art.” Another is that only one-quarter of those who participated in the survey recognized their “leaders as inspirational and fit for purpose.” A lot has to do with accessibility and all-important communication.

While the McKinsey survey report doesn’t mention two-way communication as such, it does highlight the value of pulse check surveys and feedback. Importantly, it states that, “Companies can adjust codes and boundaries, if necessary, based on employee feedback.” We see this as a vital step in the right direction.  

Achievers Workforce Institute

A report by the Achievers Workforce Institute (AWI) Empowering Employee Wellbeing in the New World of Work emphasizes the value of internal communication in general, highlighting how important it is to boost and reinforce “feelings of support among employees.” It acknowledges that communication reduces uncertainty, improves resilience in times of stress, and makes employees feel welcome, known, included, supported, and connected. It also emphasizes the importance of two-way communication and the need to get constant feedback from employees.

In the context of HR, AWI promotes the vital importance of two-way communication stating that there is a two-fold disconnect. Employees often aren’t aware of initiatives created to support them, and, in many cases, even when they are, the initiatives are unsuccessful. The solution is to improve communication and share it “amply” and often, and to seek feedback from employees on what they want and need to feel an increased sense of wellbeing at work. Even that isn’t enough unless leaders take action on the information provided in feedback.

The AWI report also indicates that employees whose employers acted on the feedback they provided were 17% less likely to be stressed.

Gallup

According to Gallup data, employees who strongly affirm receiving “meaningful feedback” in the week before are nearly four times more likely to be actively engaged compared to those employees who aren’t engaged. Like other researchers, they have found that employees really do value feedback, not only from managers and leaders, but also from their peers. “They want to gain insights that advance their abilities and future potential.” 

Asked if they had received “meaningful feedback in the past week,” 84% who strongly agreed were actively engaged. Another 15% also strongly agreed even though they weren’t engaged. 

Ultimately, Gallup data shows that meaningful feedback fuels performance. 

“The operative word here is meaningful: Not all feedback is equal. In Gallup’s experience with clients, feedback is often a lengthy employee-manager discussion that requires pre-work for managers to rate the employee’s performance over recent months. In today’s fast-paced world, this scenario is impractical, ineffective and difficult to execute.”

Gallup

Types of Two-Way Communication

Generic forms of two-way communication are categorized by the way the information flows. 

Horizontal two-way communication refers to the exchange of information between people on the same hierarchical level within an organization. This can include communication between colleagues, team members, and peers.

Diagonal two-way communication refers to the interaction between higher and lower levels within an organizational hierarchy. This includes communication between managers and subordinates as well as communication between employees from different departments. 

Vertical two-way communication, on the other hand, encompasses both top-down and bottom-up communication within an organizational hierarchy. What this means is that rather than being one-way communication, for instance flowing down from management to the workforce, it flows both ways, with employees having the opportunity to respond from the bottom up.

Of course, other types of communication may also be regarded as two-way communication systems. Peer-to-peer communication, where colleagues share ideas and feedback, is a typical two-way communication system. So too is operational communication, which encourages an exchange of ideas between employees across the board.   

Unveiling the Benefits of Two-Way Communication

Two-way communication is the lifeblood of organizations. Companies argue that strong internal communications, underpinned by vibrant two-way interactions, are paramount for high employee engagement. This essentially refers to the capacity of the team members to connect not just with their work, but also with their fellow colleagues and the overall organizational vision.

In terms of practical benefits, two-way communication allows companies to get direct feedback from their employees. This may be facilitated through various channels, including virtual town halls, employee pulse surveys, or even more informal chats around the proverbial virtual water cooler talk. The importance of feedback cannot be understated, as it enables organizations to identify areas that need improvement and act on them swiftly and decisively.

“When leaders throughout an organization take an active, genuine interest in the people they manage, when they invest real time to understand employees at a fundamental level, they create a climate for greater morale, loyalty, and, yes, growth.” Patrick Lencioni, author of The Five Dysfunctions of a Team

Two-way communication also plays a huge role in fostering a positive organizational culture. A culture where all employees feel heard and valued breeds a sense of ownership and loyalty, which in turn leads to higher productivity and employee retention. Average companies communicate in one direction — from top to bottom. Great companies communicate in two directions — from top to bottom and from bottom to top.

But what happens when a team is dysfunctional? Let’s have a quick look at Patrick Lencioni’s dysfunctional team model.

How to Overcome Dysfunction

Patrick Lecioni’s bestselling book, The Five Dysfunctions of a Team: A Leadership Fable, first published in , highlights dysfunctions so that teams can overcome them. Many people recognize it as a foundational source of teamwork because they realize that all teams are potentially dysfunctional. So what are the five dysfunctions?

1. An absence of trust prevents teams from building trust simply because they are afraid of being vulnerable. 
2. A fear of conflict that leads people to pretend there is harmony in the team.
3. A lack of commitment that prevents team members from making decisions they are likely to stick to. 
4. An avoidance of accountability that is often caused by “interpersonal discomfort.”
5. Inattention to results caused by personal goals that erode the all-important focus on collective success. 

Best Practices for Effective Two-Way Communication

Integrating two-way communication effectively into your operations doesn’t need to be a difficult task. It simply requires strategic planning and commitment. Here are a few proven practices that can help spur effective two-way communication in your organization.

Adopt various communication platforms to reach more employees. Traditional means incorporating features like town hall meetings, employee surveys, and emails that can be used in tandem with more modern channels like communication chat apps and internal social media. For instance, weekly team meetings can be supplemented with continuous virtual chat dialogs on platforms like Facebook Messenger or WorkChat.

In today’s age of conversational commerce and pervasive connectivity, more informal platforms including chat apps have emerged as powerful communication tools that we can use to promote employee engagement. Regular virtual town halls, wellness checks, and pulse surveys can maintain the momentum of communication and ensure that all voices are heard. Businesses also generate survey links and QR codes using the best QR code generator and, allow employees to provide anonymous input seamlessly by scanning through their smartphone or using the online QR Code Scanner.

In the same vein, well-crafted employee newsletters can be used to share important news. At the same time, they can offer an avenue for employees to share their personal opinions, successes, and ideas. Additionally, employee engagement surveys can help HR teams gauge the mood and engagement levels within the team, promoting an ongoing dialogue between management and staff.

Conducting regular virtual town halls and employee pulse surveys are a great way to ensure a smooth, continuous two-way communication process. Employee engagement and employee feedback are the core aims of these town halls and surveys.

Two-Way Communication Examples

Examples of effective two-way communication abound in the corporate world. Take the example of an organization that conducts town halls every quarter. Management explains their strategic decisions and future plans, then opens the floor for employees to ask questions and share their thoughts on the agenda. This way, the organization gets valuable feedback while the employees feel included in the decision-making process.

An illustration closer to the ground might be a manager who doesn’t just send out directives through emails, but also encourages responses. By asking for feedback and suggestions, this manager fosters an environment where relationships are facilitated and individual contributions are recognized.

Some other examples are:

• exchanges between peers to coordinate tasks, request information, and provide input.
• Managers communicating corporate objectives, priorities, and updates down to teams. Employees can ask clarifying questions.
• Performance reviews allowing managers and employees to exchange feedback in both directions.

Implementing Two-Way Communication Systems

Two-way communication is at the heart of effective employee engagement and a robust organizational culture. Little wonder, organizations harnessing this key to unlock the full potential of their workforce are far ahead of those that do not. It leads to an environment of trust, promotes positivity, and improves decision-making. In a study guide on organizational behavior, two-way communication was mentioned as a crucial determinant of individual behavior in workplaces.

Internal communication has evolved with the advent of digital technology. Businesses are increasingly adopting various tools like virtual town halls, employee pulse surveys, employee emails, employee newsletters, chat apps, and other kinds of employee feedback mechanisms to make their employees feel heard.

HR teams play a pivotal role in implementing two-way communication systems. They are akin to the air traffic control of organizational communication, ensuring messages and feedback circulate efficiently. Studies have shown a direct correlation between effective communication and the level of trust within an organization. By opening up channels for employees to voice their opinions, ideas, and concerns, businesses build a leveled field that fosters transparency and trust.

Cerkl Broadcast Supports Two-Way Communication

Cerkl Broadcast’s internal communication software is designed for two-way communication. It serves as a centralized hub for all communication assets, ensuring that internal communicators can easily access and manage information, making long-term planning much more effective.

Broadcast’s omnichannel capability is particularly effective for two-way communication. It removes the need for those in charge to select channels for most internal comms. Instead, your employees can select the channels they prefer to use. This means all employees can access comms wherever they are, on site, in a remote location, or even in another country. 

The Broadcast platform also offers great content scheduling features. For example, communicators can strategically plan the timing and frequency of messages to reach employees at the best possible time.

Another advantage of Cerkl Broadcast’s versatile platform is that it enables communicators to segment their audience based on criteria like department, role, or location. This facilitates precise and hugely beneficial targeting when it comes to communication planning.

What’s Next?

Have you analyzed the effectiveness of your communication program? Have you embraced the all-important concept of two-way communication? Cerkl Broadcast offers a well-designed, all-embracing platform that will enable you to apply and implement a two-way communication system that will enhance your existing system and take it to a new, exciting level. We know how difficult it is to work through all these issues. So, we’ve done the research for you and we’ve prepared an in-depth whitepaper that will give you an in-depth overview of the importance of internal communications. Don’t miss the opportunity to access The Importance of Internal Communication today.

Contact us to discuss your requirements of API Providers. Our experienced sales team can help you identify the options that best suit your needs.

FAQ