Communicate, Communicate, Communicate

Communicate, Communicate, Communicate
By Teresa Sande

Is there such a thing as “over-communication” in times like these? Most employees would say no. Regular communication, particularly before, during and after significant change is critical to maintaining employee engagement and minimizing organizational churn. It’s very common for leaders to communicate less in uncertain times because things are changing so fast. It’s easy to rationalize this decision by saying “well, things are likely going to change in the next week, so let’s just wait.” Unfortunately, in the absence of information, employees will make it up and it’s usually incorrect. The rumor mill runs rampant with speculation, misinformation, and incorrect perceptions. And, remember, perception is reality.

Repetition
Purposeful repetition is key in getting the message out. Some people prefer to read the message on the intranet, others prefer an email, and others still prefer a meeting with their manager. There is a belief that people need to hear things at least 7 times before they really understand it. Sharing the message via multiple channels is a best practice for strategic repetition. While repetition is key, consistency of the message is critical. Ensure consistent messaging is cascaded and shared throughout your chain of command by creating talking point documents and distribute them as appropriate to those managers that need to carry a message forward. This will help you avoid the telephone game and inconsistencies in the message.

Trust
Give a little to get a little. Most employees understand that things are changing rapidly and if a leader is communicating with them frequently, they are willing to give that leader the benefit of the doubt if the information changes. The reality is that everything changes, especially in times like these. So, even if you are waiting for things to fall into place before communicating, that too will change. It’s better to engage your employees in the change before, during and after to ensure they stay with you for the long haul. Employees want to be treated like the smart, responsible adults they are!

Finally, if you are in a position that requires communication, and let’s face it, there aren’t many out there that don’t, make sure you walk the talk. Ensure your actions are consistent with your words. If your verbal message is at odds with your nonverbal actions, the nonverbals always win. In fact, nonverbals account for more than 60% of the message overall. So, be genuine in your words and your actions.

For more information about organizational change and communication strategies, contact Teresa Sande at Teresa@theagendagroup.com or visit www.theagendagroup.com today!