Why sincere and open communication is more important than ever

This post is written by Dragana Curcija Gligorijevic, Senior Public Administration Reform Expert, Serbia.

• The problem: Introducing change in government is difficult and working relationships can be easily disrupted.
• Why it matters: Lack of communication with stakeholders can lead to poor outcomes in reformation projects.
• The solution: Open discussions and inclusive cooperation bring everyone on board a journey to reform.

We increasingly live in a world where information is exchanged fast. We connect more easily. At the same time, processes are more interconnected and more dependable. So are our relationships. Yet even with all the means of communication we have today, communicating is not getting easier. If you are a civil servant, a change agent working with interdisciplinary teams, coordinating horizontal topics or issues where you need to involve stakeholders from different departments, you have probably faced heated atmospheres of disagreement where you are as powerful as your ability to communicate.

Two examples from experience

It almost ended in scandal. A couple of years ago, newspapers in Serbia were full of articles about the reform of the Serbian government. It was presented very negatively in the media: the surgery was successful, but the patient almost died. What happened? Because a new profession was introduced into the system, the whole judicial branch was on the streets, blocking the work of institutions. They were protesting because they believed their voices were not being heard and they were not sufficiently taken into consideration during the negotiations on ‘who will get what’ in the new constellation of responsibilities. The protests lasted for weeks. It does not matter if there was somebody to blame: the question is whether all this could have been avoided if a more timely and inclusive communication had been pursued from the outset?

Even when you are not communicating, you are communicating. Avoiding difficult conversations takes you to even more difficult conversations. Particularly if you are coordinating work on topics involving cross-governmental departments or even parliament, NGOs and the business community.

Reforming the law-making process in Serbia is another example I want to share with you from my personal experience. Due to the nature of legislative work, the whole state was involved in the process of reform. I found it terrifying - it took a couple of years off my life, for sure. But, we made it. Why? Because everyone was involved. Those who knew each other, those who barely knew each other’s names though were working on the same topic, friends, foes, everyone… An inter-sectoral body was set up. We analysed the reformation process in detail and jointly developed a strategy for change. Everyone’s opinion was heard and responded to. It took a long time, however, it was worthwhile. The change was there to stay. Everyone was heavily involved in designing solutions and developed ownership over the process.

I found it so frightening to stand in front of the Serbian government, parliament and civil society representatives explaining what we were going to do. I did not have their knowledge and experience. My interest was to be part of that change. I had a sincere will to support them and it was my ‘why’ that I communicated… and they acknowledged it.

It takes two to tango

Communicating openly does not mean you will always succeed in your endeavours. In the public sector, work can be very sensitive or politicised. There can be many factors influencing processes and people… In the end, it takes two to tango. But you can take the lead.

There can be many factors influencing processes and people… In the end, it takes two to tango. But you can take the lead.

Making a sustainable change in a diverse landscape of partners is challenging. You need to have a passion for it and you need to know what you are dealing with. It has everything to do with openness and being honest. Even when communicating with people with whom you do not share the same views or interests, involving them and having a frank conversation will get you, at least, to the point of agreeing that you disagree. It will keep you away from further misunderstanding and lift your relationship to another level.

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