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Frequent, clear communication may be the most important factor in determining whether a change initiative is successful. It keeps people informed and engaged with the process, while allowing them the opportunity to express concerns or ask questions. This article outlines some key activities which should help maximize the effectiveness of your communications.
Internal Communications Systems
One of the first steps to take when communicating change is to assess the internal communications system of the organization. It is vital that employees are kept in the know. Informing employees about developments within the organization will enable them to better align themselves with the corporate vision.
Test Your Presentations
Use senior management as an audience to test run any major presentations before doing it for real. In doing this, you will be able to iron out any differences in opinion and firm up on the specifics. This will also help with finding the right pitch and tone for the presentation.
Introduce Presentations
For maximum impact and effect, a presentation should begin with an outline of the format it will take. If the audience members are made aware that a certain topic will be addressed during the presentation or that there will be an opportunity for questions at the end, they will be more likely to listen intently to each point.
Choose Your Language Carefully
Plans are normally drawn up by senior management for senior management and thus the language used is often only appropriate for those with the same background information and strategic insights. If employees are presented with exactly the same information, in the same way, they may end up more confused than before.
Don’t Get Specific Too Soon
Do not rush in with names or departments straight away when making announcements. Instead, present general information and detail the principles behind the change first. If the information presented is too specific too early, employees will become fixated on the mention of their names or departments and will be less likely to absorb the rest of the information.
Be Honest
Give employees straight and honest information. Do not try to positively dress something that is negative. If the news is bad – give it to the employees straight. If you do not have the information asked of you at the moment, explain this to the employees and assure them that you will inform them of this as soon as you have the information.
Put Yourself In Your Employees’ Place
Try to address the personal needs of employees. Often their first questions will be concerned with how any changes will affect them directly. You need to have carefully thought through the implications of any change and be prepared for serious questions before announcing it. It is important for people to understand why the change is necessary and this should be clearly communicated.
Be Aware of Your Body Language
Your body language and the actions you make can be just as important and effective as the words you use. You should think about the tone of voice you use too.
Conduct Regular Discussions and Meetings
It is essential that employees be kept abreast of the change initiative and development. Use the internal communications system to give employees regular updates, but also conduct regular meetings and discussions where employees have opportunities to ask questions and have them answered. Drop-ins or Q&A sessions with senior management can be particularly effective in demonstrating importance and confirming the organization’s commitment to the change. They also work against the rumor mill that flourishes in environments devoid of official communication and information.
Mix Verbal and Written Communication
It is worth bearing in mind that verbal communication is not always the most effective form of giving information. In fact, surveys have shown that change is most effective when a mixture of verbal and written communication is used. The process of putting together an information booklet or online handout on your intranet will not only make sure that senior management are all beating the same drum, but will provide employees with some hard facts and figures to which they can regularly refer.
Prepare for Future Change
Change is inevitable, so it makes sense to prepare for it. If people are made aware of changes happening within the industry or with the technology used, it will be less of a shock when these changes impact on their organization or department. Continue to check and improve the communication system within your organization and you will be better prepared for managing change when it comes along.
The exercise, ‘Change at Hart Industries’, which you can donwnload here is a useful group exercise for practicing and developing communication skills.
