We’ve all seen considerable change in the way we work in the last few years. It’s often inevitable and it will have impacted many of us in different ways. Change can be positive but for many, the problems arise when they see change as a negative experience. Often the key to minimising the negative impact that change can bring lies in the way that we communicate.
We are looking at change in this blog as it runs through many of the factors that impact employee wellbeing. When poorly communicated, change can add to levels of stress, increase anxiety and contribute to burnout.
We’ll look at some typical change scenarios and then address some of the ways we can improve the way that we communicate.
Change scenarios at work
In the workplace, change can create challenging scenarios for both managers and their teams. Change in ownership, restructures, redundancies, new systems that involve re-learning how we do things – all can be managed successfully with good communication. Many of us now work remotely which can increase feelings of distance and the anxiety that comes from not being as involved or as informed as we’d like when change is happening.
Let’s look at some of these change scenarios in more depth with our ‘Change tips’ based on the communication tactics that will help.
Changes in ownership / restructures: People are naturally sceptical and worried about how they will be affected when the organisations they work for undergo substantial change. In what can quickly turn into a rumour mill, clarity and transparency are the best ways to reduce any negative association. This calls for clarity in what is said – and in the way that it’s said.
Change tip: People are seeking reassurance, so leaders and line managers have a role to play in bringing this clarity, but also finding the time to communicate one to one. Using the right words and being transparent are the best approach – and be mindful of tone of voice and the way that news is delivered.
Managing redundancies: Often change can bring redundancy, one of the hardest things any manager will have to communicate. While it’s not pleasant for those giving the news, it’s far worse for those on the receiving end. As well as the anxiety surrounding their job loss, many have to tell family members who themselves will be affected. As a manager you may have to deal with feelings of resentment – both from those being made redundant and those that remain.
Change tip: While there will be a due process and official communication, it’s the ability to communicate with compassion and the willingness to listen that will be of most help. This is one example of why non-verbal communication skills – how we demonstrate our approachability – are just as important as what we say.
Introducing new systems: Few people enjoy changes to familiar work patterns. How often have we heard the phrase “that’s not how we do it here”? The reality for many is that change is a constant and nothing remains the same for long. The introduction of AI and other new tech is a good example. It’s important to manage expectations of any new system with details of what will be happening and when. Don’t forget the ‘why’ in all of this. What will ‘good’ look like when the change has happened?
Change tip: The more outcome focused your communication is and allowing for plenty of time and support along the way, the better. Visual and written communication can help explain new processes and allow employees to absorb what’s happening in their own time. And don’t forget that they will have their opinions too. Good communication goes both ways so be open to meaningful feedback.
Communicating change with remote workers: Increasingly, organisations have two employee bases, those in the office and those who work remotely. The organisations that enjoyed the best productivity and engagement during lockdown working were those that communicated well and regularly with everyone. However, stories of ‘them and us’ cultures emerged, especially between those furloughed and those who remained in active roles. Now that many work remotely on an on-going basis, communication needs to be fully inclusive as we all value and need human interaction.
Change tip: The key to communicating change with remote workers is for everyone to hear the news at the same time. Don’t risk the emergence of silos of those ‘in the know’ and those who may start to worry through what they don’t know. Again, clarity is paramount and first-person communication is preferable to email. If using the many video-based comms channels, don’t forget the importance of good eye contact and tone of voice.
Communication types – an approach for all situations
One of the biggest communication ‘fails’ is when we assume that because we’ve said something or sent a message or email, the communication has been received and understood. Effective communication is a valuable skill that takes time to develop. Here are some of the different types of approaches involved in communicating change.
Verbal Communication
It’s the most common form of communication but how often is what we say open to interpretation and misunderstanding? Poor verbal communication can make a situation worse and in the context of change, help to derail the programme before it’s even started. So, what do you need to consider? It’s not just about the words. The pitch, tone, and speed of your voice all matter too. Don’t forget that there is another person on the receiving end of what you are saying. This is why tone of voice and matching what you are saying to the audience it’s intended for is so important.
Non-Verbal Communication
‘Actions speak louder than words’… The effectiveness of the words you say depend greatly on how they are delivered. If you are discussing change, but doing it with crossed arms, while fidgeting and looking away from your audience then they are more likely to feel anxious. Speaking in an excited tone of voice, using open arms and smiling expressions can all help to present change in a positive context.
Visual Communication
Change is often explained very well with visual communication. An office move, a new service or system, a new wellbeing programme – all can benefit from powerful visual aids that could include video. Visual methods have the power to inspire people and inspire change, especially when leaders are seen to be involved. They allow you to reach larger audiences without the worry of language barriers. And, with more people working remotely, visual communication allows you to deliver a consistent message to everyone.
Written Communication
Last but not least, writing remains one of the most effective ways to communicate, just as long as the content is produced with the audience in mind. Who are you writing for and why? The tone of the message has to sound like you and your organisation. The key thing is to remember you are writing for humans and people often like clarity rather than complexity. Detail can be important, so when you are writing to individuals about changes in their roles, that’s when you need to be specific. Whatever you do, please don’t delegate your writing to ChatGPT and other AI devices. It often lacks warmth and is unlikely to build the personal connection that good communication needs to work.
Get our Communicating Change guide
Cordell Health have written a new employer resource titled ‘Communicating Change’, available to subscribers to our subscription site. In this we discuss four main communication types and their importance, all of which have featured in the workplace scenarios above. If you’d like to get the full guide and find out more about the subscription service, please contact us on wellbeing@cordel.247developments.com.
In conclusion
For change programmes to work with minimal stress, good communication is key. It’s not enough to just to put the information out, it’s all about the way you get that across using a mix of communication styles. It’s worth coaching your line managers and leaders in communication skills so they communicate with transparency and empathy. Employees are more likely to successfully “buy in” to change when it is being championed by a leader they respect and trust. The way communication is done plays a big part in making that a success.
Photo by Chris Lawton on Unsplash
