Communicating Change: A Way of Life

Change and transformations are more successful when approached as an ongoing process versus a moment in time.

Communication is central to supporting change of any kind, big or small.

Whether swapping the regular coffee stocked in the kitchen or reorganizing a department, developing the right messaging is important.

Use these four communication practices to lead change management efforts:

1. Explain the “why.”

Adults are experiential learners who want to make sense of new information. Use adult learning theory principles to explain the reasoning behind recent changes. Include background on what led to this decision and prompts on what they can expect moving forward.

2. Allow communicators time to process information.

Leaders are often tapped to communicate new changes and encourage buy-in from their direct reports. This method of communication can be effective if you allow leaders time to process and question the message prior to sharing. Your communicators need to poke holes in the idea to anticipate questions and understand the answers.

3. Repeat, repeat, repeat.

It is normal for employees to focus initially on what they lose in a new situation. Their minds may spin as they feel a loss of control in their surroundings and may go through a grief cycle. Support their processing by introducing the information to employees multiple times in different formats. Use email, one-on-one conversations, newsletters, and town hall meetings to reiterate key points.

4. Ask employees about their emotional responses.

It is standard practice to ask for feedback or encourage suggestions on a new idea. Take this practice one step further by asking employees how they feel about the change. The terminology you use is vital and fosters a different response than merely asking about the business change. It encourages employees to acknowledge their thoughts and allows your team to address these responses.

_{SOURCE: United Benefit Advisors (UBA)}