Internal Communications: How Internal Communications can Support or Sabotage your Organization

With municipal elections just wrapping up across the province, now is a good time to reflect on one of the most important foundations of good governance – communication.   

In any organization, communication shapes relationships, clarifies expectations, and can determine whether or not people are able to work together toward shared goals. Without learning how to communicate effectively, even the most well-intentioned groups of people can become divided, inefficient, and disconnected from the people and institutions they are meant to serve. 

Elected officials come into office with different perspectives and priorities. That diversity is important to a healthy democratic system because it encourages debate and helps prevent groupthink but these differences can also create tension if communication breaks down. 

Elected officials are responsible for setting direction and representing the interests of their constituents, while the CAO and staff members are responsible for implementing policies and managing the day-to-day operations of government. These roles are different but they are closely connected. Problems arise when communication between the two groups becomes unclear or adversarial. If elected officials fail to clearly communicate priorities, staff may struggle to carry out decisions effectively. Likewise, if staff are unable to communicate operational realities or limitations, elected officials may make decisions without fully understanding their implications. When people stop listening to one another, important decisions can become driven by misunderstandings and mistrust.

Trust is a foundational element of communication. It allows concerns to be raised and addressed early, before they grow into larger conflicts that can damage relationships and undermine effective governance. Trust means believing others are acting in good faith and are committed to the same overarching objectives; it does not mean that everyone has to agree. In fact, disagreements are inevitable in any governing body, especially when decisions involve competing interests, limited resources, or controversial issues. What matters is the ability to communicate through those disagreements in a respectful and productive way. Clear and respectful communication supports better decision-making and helps ensure that collective priorities remain at the forefront.

The good news is that communication is a skill that can be learned and strengthened. Experienced HR professionals, like those here at Porter O’Brien, can provide training and support to help municipal leaders build stronger internal communication practices. That may include training on active listening, how to deliver feedback, and understanding different communication styles. It may be one-on-one coaching or tools for de-escalating tension and having difficult conversations. Whatever the needs, we can help councils develop the communication tools they need for working effectively together and help them set the foundation of good governance.