Sharpen up your communication

Sharpen up your communication How to adapt and thrive

in times of change Rob Clark CEO of Learning Architects

At this time of year, after spring’s turned to summer and a new year awaits, it brings with it a sense of optimism and change.

Often with this change in seasons come new opportunities, particularly now as different industries recover and reset after the disruption of the last few years, or tackle new environmental and economic challenges. As we now know, change can come at us really fast and when it does, we have to rapidly change focus and the way we do things. People’s roles may need to change; you may have to lay off staff or hire new employees, or diversify your products and services to keep your business afloat.

Expect change

Whatever your circumstances, whether you are looking at scaling up, downsizing, streamlining operations or diversifying, clear communication ensures people know where they stand and what is expected of them. And while it’s impossible to predict exactly what upcoming changes and challenges will look like, you can anticipate the different types of information you might need to address. For example: • Changes to policies and procedures • Staff changes and role expectations • Environmental changes, supply chain issues.

Anticipate problems and pitfalls

While countless books have been written on this topic, here are a few common pitfalls that see communications fail: • Information overload • Poor timing, wrong channel • Lack of process documentation and training • Unclear or mixed messages creating confusion. So. how do you know if the quality of the communication in your organisation is fit for purpose? A good place to start is by reviewing the systems, processes and channels you currently use to identify what works well, and what could be improved. And as you do so, consider some worst case scenarios you might encounter to help you avoid potential pitfalls, for example: • Systems access gets lost when a staff member keeps business passwords in a personal notebook and forgets to pass them on when they leave • People save files locally to their desktop instead of in the centralised file management system, which means that others waste valuable time tracking information down People’s roles may need to change; you may have to lay off staff or hire new employees, or diversify your products and services to keep your business afloat. ”

• Unclear sales and customer service processes result in multiple people contacting the same client, giving them mixed messages; or conversely, nobody contacts them at all. This can impact the quality of the customer experience, damage your reputation and cost you money • Lack of documented induction and training processes sees new staff come on board and make things up on the fly in a way that misaligns with your goals, values or organisational culture • People leave your business expressing frustration which reflects poorly on your reputation as an employer.

Turn gaps into opportunities

Taking the time to identify gaps can also provide opportunities to improve your organisational productivity and culture, For example: • Improving the user experience for your systems and processes so people know how to get the best out of them. This can free up their energy to improve customer satisfaction • Ensuring there are processes in place that enable people to deal with situations as they arise • Identifying ways to improve relationships with suppliers or vendors • People leaving your organisation can attest to having had a positive experience, potentially becoming an advocate, helping you attract new talent.

Consider different communication styles

It’s essential to consider the different communication needs of team members. Some people will be happy to be given a taste of what’s on the horizon and told where they can find information as/when they need it. Others will prefer to receive, digest and reflect on as much information as they can access, particularly in times of change.

Similarly, you need to consider and select the most effective method and channel, so that messages are not inadvertently overlooked or intentionally ignored. And if you are sharing information that will have a personal impact on people, it’s vitally important that you use a suitable channel and approach that reflects empathy and care.

Provide clarity

However you choose to communicate in times of change, make sure that you provide clarity and assurance to people. Important aspects to include: • A big picture overview to give context • Details and steps to give guidance • Emotional assurance to give certainty • Expectations of timelines so people get the information they need. Provide information in a timely manner via suitable channels so they can understand issues in a way that makes sense to them.

Plan for change

No two organisations are alike when it comes to communication needs, especially in times of change. However, poor communication can cause numerous problems in every organisation, so it’s crucial that your internal communication channels are robust and fit for purpose. As the end of the year approaches, look ahead and prioritise the areas for improvement based on your strategy and goals for the next 12 months. Talk to people, review the systems across a range of areas to make sure you have a clear communication plan. That way, should change come at you fast, you’ll be ready to get the message across to your team. Increasing the effectiveness of your communication will make your business more resilient to future changes, so you can adapt quickly. So, what can you do to turn these gaps into opportunities? CT www.canterburytoday.co.nz | 11