Seven Insights for Communicating Change

I just got off a conference call where a mid-level manager fielded questions about an upcoming organizational change. Many questions were answered with, "I don't know any more than you do."

When managers appear uninformed they appear out-of-the-loop. In fact, when managers don't look and feel like managers, they lose confidence fast.

If you're about to communicate a major change in your organization, strategy, product development plans, buisness expansion (or contraction) remember these seven things:

1. Before you field questions, anticipate the questions. By going through this exercise, you'll anticipate at least 80 percent of the questions likely to be asked.

2. Distance can cause misunderstandings and create unintended inferences. If you can, hold regional meetings when announcing enterprise changes. Exercise caution in crafting generic messages when change impacts a global audience.

3. Think about using an FAQ as a discussion guide. Create an FAQ and run it by one of your peers. Add questions that come up. Remember, FAQs help you tell your story from an audience perspective.

4. Take a close look at your answers and ask yourself, "Could this answer be interpreted more than one way?" 

5. Bring in a neutral party. Ask one of your peers from another company (and if possible, a different industry) to review your messages. Having someone uninterested in the outcome is a good thing.

6. Get some coaching. Good leaders aren't always effective communicators. Personal and professional coaching from someone skilled in public speaking will improve your communication skills. Even the best communicators regularly consult executive coaches. Famous opera singers get vocal coaching, why shouldn't you?

7. Don't just jump in. The best communications about upcoming change provide some context and history. Your audience appreciates knowing about the analysis that led to a big decision. If you engaged people around the company to participate in the process, let this be known loud and clear.