COMMUNICATION PROCESS AND PROCEDURES AT THE WORKPLACE IN REFERANCE TO PUBLIC SERVICE
A PAPER PRESENTED DURING THE INTERNAL AWARENESS SEMINAR : UGANDA INSTITUTE OF INFORMATION AND COMMUNICATIONS TECHNOLOGY BY HAJJI BOGERE ABBU PRINCIPAL HUMAN RESOURCE OFFICER MOICT

OBJECTIVES OF THE PRESENTATION: At the end of the presentation participants should be able to:  Define key concepts;  Be familiar with the ways in which to communicate in the Public Service;  Be familiar with the communication protocol in the Public Service, and  Appreciate the do’s and don’ts of communication in the public service

PRESENTATION OUTLINE
Introduction,  Hierarchy in the Communication,  Do’s and don'ts in Communication;  Channels of communication in the Public Service;  Communication language in the Public Service and  Conclusion.
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INTRODUCTION

Communication is the process of transferring information from a sender to a receiver with the use of a medium in which the communicated information is understood by both sender and receiver. It is a process that allows organisms to exchange information by several methods.

Communication is like a double-acting hinge, swinging outward to release your own ideas and swinging inward to receive the worthy thoughts of others. – Stacey Huish

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A two-way process of creating, transmitting and interpreting ideas, facts and feelings. There must be a sender (source) who facilitates the communication and a receiver to receive that message;

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For this process to be complete, the receiver of the message must provide feedback to the sender.

Cont..

Communication process The communication process involves:
  

The packaging of the message (encoding). The person sending the message (sender) The person receiving the message (receiver)

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 

The channel of communication
The feedback mechanism

To be effective, there must be a common understanding of the message by both the sender and receiver.

Objectives
 To

of communication

seek information in order to take informed

decisions.
 To

influence others by gauging their attitudes, opinions,

perceptions and feeling on major policy shifts.
 To

tap the stored experience and ideas through

brainstorming
 To

inform people about the objectives/aims/goals of a

policy.
 To

motivate, persuade or encourage people to do

something i.e. to get action from people.

Rules of Effective Communication
a) b) c) d)

Purposiveness . Know the resulting communication interaction. Clarity of ideas (avoid jargons and verbiage). Provide room for feedback.

e)
f)

Matching communication to the environment.
Seek to be understood and also understand the audience. Plan before communicating. Cater for the audience’s interest.

g) h)

Communication in the Public Service Government operates a formal system and, therefore, all its business transactions must be recorded;  Official correspondence, refer to all letters, memoranda, communications or any other recorded information which comes into the possession of a public officer in the course of his or her official duties.
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Disclosing Information
Officers must not disclose information which comes into their possession in the course of their official duties other than to an authorized person. Section (F-f). of the Standing Orders(SO) refer  When a communication is routed through one or more offices or Departments before it reaches its final destination, it must be routed through those offices which it has to pass.
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Communicating “thru”
When a communication is routed “thru” an office or Department, a copy of the communication should be attached for each office or Department, through which it has to pass.  Where the final addressee of the communication is likely to consult another Department or officer concerning the subject matter of the communication, a copy may be forwarded to such Department or officer.
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Advance copies oA copy of a given communication may be forwarded to its destination as an advance copy in instances where the officer who should sign it off has not been able to do so in time or it is anticipated that there might be delays in signing it off o Advance copies provide advance information on the subject of communication which should be used to follow up the original communication for action.

Communication in the Public Service
  

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A public officer must not disclose official information unless expressly cleared by the CEO Communication routed through one or more offices or departments must be marked “thru” Officers “thru” whom communications pass to a final destination should make comments on the subject and initial it If the officer requires more space for the observations, a separate memorandum with sufficient copies should be attached to the communication in question. The officer must ensure timely forwarding of the communication to the next level

Writing under Direction


An officer shall state in any communication he or she is writing, that he or she is writing

under direction (without mentioning whose direction), or example, “I am directed”, only if he or she is, in fact writing under direction
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Writing under direction, means writing under political direction, so the direction must have come from the President , an officer’s Minister, or the Cabinet .

Communication between Ministries
• Communication

between

Ministries

and

Departments should be addressed to the Permanent Secretary or Head of Department.
• Where

it is known that a subject is being handled by

a specific officer the letter should be marked “for the attention of “ Mr/Mrs/Miss …………..”

Communication across Ministries
• When

a communication is addressed from one

officer of one Ministry to an officer of another
Ministry the communication must invariably be routed “Thru” the Permanent Secretaries of the Ministries or the Heads of Department involved, and never direct.
• Public

officers should always endeavor to document

the official business they plan to transact.

Seeking Legal advice
Legal advice should always be sought in writing. The officer making the request should ensure that the full facts are given, and should make reference to any previous legal opinion which might have a bearing on the case.  If a communication to a member of the Public entails a decision based upon a legal opinion expressed by the Solicitor General, the legal advice should not be quoted nor should indicate that the decision is based upon the opinion of the Solicitor General.
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Movement of files across LGs & MDAs

Local Governments should not communicate with each other by passing files, except when such files are required due to transfer or necessary for decision making, such as with Service Commissions or legal advice in the case of the Attorney General.  In cases where the files are required for decision making, the Responsible Officer shall ensure that such files are returned to the sender as soon as the business is completed.
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Ministries may communicate directly to the Local Government on professional and technical services and a copy sent to the Permanent responsible for MDAs and LGs,  MDAs & LGs will on professional and technical matters communicate directly with the Government Agencies,/Bodies and on policy issues correspondences should be through the parent ministry of the agency.  On matters related to policy, correspondence should be to the Agency/Body with a copy to the parent Ministry.
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Communication I:I MDAs & LGs

Communicating Govt Decisions

If a Government decision is to be conveyed to the Public, it has to be communicated as a Government decision and not as a decision of the individual who happen to communicate.  Promptly respond to communications and be acknowledged and where action is not taken it should be stated in the acknowledgement
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Forms of Address
Public officers do not normally communicate direct with the President,Vice President or Prime Minister. Where it becomes necessary for a public officer to communicate with the Prime Minister or the President this must always be done through the officer’s Minister and Permanent Secretary  The VP, PM, Ministers, AG, SG & HPS/SC & PPS are usually the only persons in government offices who address the President directly.  However, officers may be required to draft minutes/briefs to the President for the signature of their Ministers or senior officers, and the following is intended to assist on these occasions.
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Communication to the President  Communications should be addressed as follows: His Excellency the President Start: “Your Excellency” And end with the author’s designation “ Vice President – Your Excellency”, “Prime Minister – Right Honorable” “Minister” “Attorney –General  All oral instructions given by the President or his or her authorized representative should be communicated in writing to the officer to receive such instructions and forwarded to the President’s Principal Private Secretary for confirmation.

communication to judges and MPS

Official communications addressed to members of Parliament should be addressed “The Hon. A. B….” and not, for Example, The Hon. Mr/Mrs/Miss ….” Titles such as “Dr.” should be omitted when the prefix “The Hon.” Is used.  The prefix “The Hon.” should be used in the text of an official communication but only in the address. Official communications addressed to judges should be addressed as follows: The Chief Justice: “The Honourable Chief Justice start “My Lord” and end
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Communication to judges

“

I am Sir/Madam” “Your Lordship” I remain

“designation” Puisne Judges: “The Honourable Mr./Lady Justice ….” “My Lord” and end “I am Sir/Madam” “Your Lordship” I remain.” “Designation” in these instances the office is being addressed and therefore, it is inappropriate to place affixes to puisne judges’ names

Communication between officers in the same Ministry  Communication between officers in the same Ministry, Department or Local government should be by minute and should be addressed to designations and initialed over designations for example: To: PS/MoPS From: “PAS/F&A “To “M/PS From : “PS/MoPS”  Letters addressed to individual officers on personal matters should be addressed as follows: “Mr./Mrs/Miss Y……. Thru: (where appropriate) Start “Dear Sir/Madam” and end Your Faithfully “Designation”

CONTINUE…
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The form and style of address of communication to persons outside government shall be as follows: “The Managing Director, A. B & Co. Ltd. “Start” Sir/Madam and end Yours faithfully/sincerely” “designation.” when the addressee is an individual : -”Mr./Mrs/Miss P. Queen …………………… Start “Sir/Madam and end “Yours faithfully/sincerely” “Designation”

Memorandum. This is for crucial policy issues, cuts across departments, sign in your own capacity Circulars: These introduce new policy matters of strategic importance: eg Fiscal Decentralization strategy, integrated Personnel and payroll strategy, integrated Financial management system, revised salaries for Teachers Loose minute: These are used for internal matters, intra departmental, for temporally issues on plain papers, sign in your own capacity Letter. These should be on headed papers, for external communication, issued for such cases as appointment,confirmation,promotion,training,descipline,retire ment,usually signed by the Chief executive

CHANNELS OF COMMUNICATION

Establishment notices:  These are used to clarify and re-emphasize existing policy matters.  signed by the Chief Executive Reports:  status and/or activity reports, training reports research work Minutes of meeting  These communicate salient issues and must be compiled by the secretary and should be confirmed by the meeting as a true recording

Other forms of Communications:

Telegrams Fax Email Telex Telephone Teleconferencing Video conferencing

CONCLUSION
Communication in the Public service must adhere to the norms and procedure of the service