Assessing staff-management relationships in local authority leisure facilities: the communication audit approach

The relationship between effective communication and the ability of an organization to achieve high-quality outcomes is explored. In particular, changes within the leisure industry which are compelling managers to explore new means of improving relationships between managers and staff are discussed. A methodology termed 'communication audit', which provides managers with hard data on the efficacy of their communication behaviours, is delineated and explored in depth. It is argued that the widespread utilization of this approach within the leisure industry could be an additional means of strengthening relationships, improving management and facilitating the growth of a culture committed to total quality management. A strategic framework is proposed, which enables managers to monitor their current communication practice and implement a focused communication strategy.