The Art of Communication: - Derry City Council

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7.1 The European Foundation For QualityManagement (EFQM) Enablers – A ‘Scaffold’ for theRecommendationsWhile each of the following recommendations is interconnected, it is useful to structurethese in a manner that enables Environmental Health departments to delineate therespective categories of advice. Therefore, the EFQM Business Excellence Model has beenadapted (see figure 7 below) to allow its five enablers to act as a scaffold to structurerecommendations in Leadership, People Management, Policy & Strategy, Partnerships &Resources and Processes.Figure 7:Adaptation of the EFQM Business Excellence Modelto map out how ‘enablers’ structure associatedcommunication improvement recommendations(adapted from EFQM, 1999).EnablersResultsPeopleManagementImproved VerbalCommunicationTargeted training;PerformancemanagementFace to face andtelephone basedinteractionsProcessesLeadershipEH ledmulti-agencyworking groupPolicy andStrategyEngagement strategy;Policy developmentDeterminationof individualbusinesscommunicationneeds;Practicalinterventions;EH processesImprovedNon-verbalCommunicationBody language,attitudesImprovementin effectivenessof sharedcommunicationsPartnershipsand ResourcesBest practiceinterventions;Coterminous aimsand objectivesImprovedWrittenCommunicationLetters, reports,support materialsLearning and InnovationThe following recommendations are made as a result of this investigation.The Art of Communication: A landscape shared between regulator and ethnic employer 37
7.2 LeadershipA real need exists for district council Environmental Health departments to provideleadership on the issues identified by this research. Leadership should not exist at theexpense of partnership, as meaningful collaboration is required with a number of other keybodies. Therefore, to help facilitate Environmental Health leadership on these issues thefollowing recommendations are made.1. It is recommended that the Chief Environmental Health Officer of the WesternGroup Environmental Health Service, facilitate the creation of a multi-agencyworking group (the working group) within the western region, to act on thefindings of this research. This group must be constituted and mandated to take thefindings of this research forward.2. This working group should contain representation from: each of the fiveEnvironmental Health departments who participated in this study, Chineseemployers who operate within the west, Sai Pak, Community Relations andEquality. The constitution and remit of the working group should be formalisedand clearly outlined in an agreed ‘Terms of Reference’ and discussions, decisionsand actions should be minuted.3. The working group should be remitted effectively to examine each of therecommendations made by this investigation. The working group should producean agreed ‘work plan’ which identifies the resources required, key output andoutcome targets and how progress will be reviewed.4. A key objective for the working group must be to produce practical initiativesfor Environmental Health departments that address the issues uncovered by thisinvestigation. Such practical initiatives should be formally proposed to districtcouncil Environmental Health departments for their considered implementationbased on an appropriate cost/benefit analysis.5. The core principles for effective communication with ethnic minorities, asproposed by Sills and Desai (1996), have been endorsed by the majority ofChinese employers and EHOs who took part in this research. Therefore, this‘seven stage process’ should act as fundamental guiding principles to the workinggroup. Moreover, the group should develop practical applications that can helpEnvironmental Health departments effectively deliver each of the ‘seven stages’.38The Art of Communication: A landscape shared between regulator and ethnic employer
Page 2 and 3: ContentsAcknowledgementsForeword1.
Page 4 and 5: ForewordWe are very pleased to co-w
Page 6 and 7: 1.0 IntroductionThe Art of Communic
Page 8 and 9: 1.3 Environmental Health and the We
Page 10 and 11: Table 2:Number of Chinese catering
Page 12 and 13: 2.1 Communication, Culture and Inte
Page 14 and 15: 2.3 Communicating with the ChineseC
Page 16 and 17: 2.4 The Sills and Desai ‘Seven St
Page 18 and 19: 3.0 Study DesignThe study was a col
Page 20 and 21: 4.1 Environmental Health Functions
Page 22 and 23: 4.4 Effectiveness of Shared Communi
Page 24 and 25: Figure 5:EHO knowledge of organisat
Page 26 and 27: 4.7.1.2 Barriers• EH job is targe
Page 28 and 29: 4.7.2.4 Opportunities• Can we rai
Page 35: The findings of this study suggest
Page 40 and 41: 7.3 People ManagementIt is vital th
Page 42 and 43: To address the key concerns express
Page 44 and 45: ReferencesAyoko, O., Hartel, C., Fi
Page 46: ForewordI am very pleased to be wri

The Art of Communication: - Derry City Council

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