COMMUNICATION - KEY #2 To Managing Change

By Robert Bacal

Communication is probably THE most important skill that people need to have in order to be effective managers. It is probably the most taken for granted, and the area least addressed by developing managers.

In situations of instability, or change, or ambiguity, communication becomes even more important. Poor communication around change issues can:

1. Destroy commitment to an organization
2. Irrevocably damage employee morale
3. Generate huge resistance to change
4. Result in hostility being directed at you
5. Encourage later performance problems.

Not a pretty picture.

WHAT IS COMMUNICATION:

Unfortunately, some managers believe that effective communication consists of memo sending, or orally telling people what is going on, or what will happen. Passing on of information is only ONE part of communication.

Communication can be simply described as CREATING UNDERSTANDING. In periods of change (as in "normal" times) the manager must not only pass information to employees, but also ensure that it is UNDERSTOOD CORRECTLY. After all, the manager stands to lose a great deal if information is not understood, as he or she is accountable for the results.

So, keep in mind that communication must be two-way in manner, where the manager may be communicating to employees, but is also soliciting comments from employees about their level of understanding, and comfort around potential changes (remember empathy?).

Donald Kirkpatrick, in a book entitled "How to Manage Change Effectively", has described a number of barriers to communication. Understanding these may help you to phrase and time your communication with staff, and to become aware of your own communication approach. These are listed at the end of this reading.

COMMUNICATION AND CHANGE - WHO, WHAT, WHEN, HOW?

There are four decisions that managers must make around communication in change situations:

1. TO WHOM
2. WHAT
3. WHEN
4. HOW

Back To Managing Change Main Page | ...go to part two of this article |

Other Managing Change Articles By Robert Bacal

Understanding The Cycle of Change, And How People React To It
The Importance of Leadership In Managing Change
Leading Those That Remain After Downsizing Or Job Loss
For Managers - How Constant Change Affects Managers And Wears Them Down And Out
Leadership, Communication & Change
Understanding The Seven Dynamics of Change