1. Chapter 16 Communications Programs Copyright © 1999 John Wiley & Sons Canada, Ltd. All rights reserved.

2. HUMAN RESOURCES MANAGEMENT Templer Cattaneo De Cenzo Robbins John Wiley & Sons Canada, Ltd HRM Communications Programs Keep employees informed Convey organization’s concern for employees Build trust and openness Monitor employee concerns

3. HUMAN RESOURCES MANAGEMENT Templer Cattaneo De Cenzo Robbins John Wiley & Sons Canada, Ltd Characteristics of Effective Communications Programs Top management commitment Effective upward communication Determining what to communicate Allowing for feedback Information sources

4. HUMAN RESOURCES MANAGEMENT Templer Cattaneo De Cenzo Robbins John Wiley & Sons Canada, Ltd The Employee Handbook Helps employees learn about company at their own pace Provides references regarding policies, rules, and benefits Ensures HRM policies will be consistently applied Creates sense of security and commitment for employees Provides information to recruits May be interpreted as implied contract Should be updated continually

5. HUMAN RESOURCES MANAGEMENT Templer Cattaneo De Cenzo Robbins John Wiley & Sons Canada, Ltd Contents of an Employee Handbook Introductory comments “What you should know” (rules and policies) Your benefits Your responsibility, safety, and operating procedures

6. HUMAN RESOURCES MANAGEMENT Templer Cattaneo De Cenzo Robbins John Wiley & Sons Canada, Ltd Making Employee Handbooks More Employee-Friendly Use simple language that can be understood by all employees Keep sentences short -- twenty words or less Keep discussion to less than one page Use graphics wherever possible Use wide margins (top, bottom, sides) Keep the handbook under 35 pages

7. HUMAN RESOURCES MANAGEMENT Templer Cattaneo De Cenzo Robbins John Wiley & Sons Canada, Ltd Other Vehicles for Employee Communications Electronic media Bulletin board Company newsletter Company-wide meetings

8. HUMAN RESOURCES MANAGEMENT Templer Cattaneo De Cenzo Robbins John Wiley & Sons Canada, Ltd Message from our Managing Director 1998 is shaping up to be another positive year for Air Canada Cargo. Strong demand on our Atlantic services and a confidence that we are pre- pared for Year 2000 have left an impression of readiness in the Cargo envi- ronment. We don’t wait for challenges here, we confront them head on. As you read the articles within this newsletter, you’ll see that we are dealing directly with some of the issues facing us today. The cargo industry is a net- work, an interconnected web that links the customer to the services they need. The stories that follow feature some of Air Canada’s important en- voys in that network. These people are working at creating a better struc- ture for the way Air Canada Cargo does business; a method that will result in increased customer satisfaction, more effective transport of the precious shipments trusted to us every day and a proven way to aggressively meet the challenges of the new millenium. Company Newsletter Message

9. HUMAN RESOURCES MANAGEMENT Templer Cattaneo De Cenzo Robbins John Wiley & Sons Canada, Ltd Communication and the Off-Site Employee Communicating with employees working at home is a new HRM challenge E-mail, fax machines, and modems adapt communications to the new workforce

10. HUMAN RESOURCES MANAGEMENT Templer Cattaneo De Cenzo Robbins John Wiley & Sons Canada, Ltd A Sample Complaints Procedure in a Non-Unionized Environment

11. HUMAN RESOURCES MANAGEMENT Templer Cattaneo De Cenzo Robbins John Wiley & Sons Canada, Ltd The Suggestion Program Encourage employees to make suggestions to improve operations May be tied to other management systems Dependent upon suggestions being acknowledged and employees recognized for their efforts