6. Communication and Organizational Change Management Flashcards
The 5 Principals of Good Communication
1) Communication is a two-way process.
2) We are all communicating all the time.
3) Timing and frequency matter.
4) There is no single method of communicating that works for everyone.
5) The message is in the medium.
* Consider the audience, differing communication styles, timing, and medium and mode of communication.
Key things to consider in the Communication is a Two-Way Process Principal
- It is the communicator’s responsibility to ensure that the message’s purpose was understood.
- It is the receiver’s responsibility to confirm that their understanding of the message is correct.
- Formal and informal checks and tests can be used to determine whether the intended meaning of the message has been absorbed.
- Listening and observing are key, meaningful two-way communication is more likely when people see the other party making a real effort to listen to their thoughts.
Key things to consider in the We Are All Communicating All the Time principal
- People constantly convey message through their body language and tone of voice and sometimes by deliberately withholding these signals.
- Often body language and tone have more impact than word choice.
- High Emotional Intelligence allows good communicators to interpret, understand, and predict people’s actions and reactions. Acknowledgement of the other person’s emotional state and the use of flexible content and tone is important.
- Understand how communication style impacts how you are perceived by colleagues and stakeholders.
Key things to consider in the Timing and Frequency Matter principal
- Communication must be proportionate, relevant, and appropriate at the time.
EX: Don’t raise minor issues when everyone is occupied with a major incident.
Key things to consider in the There Is No Single Method of Communication That Works for Everyone principal
- Everyone has different preferences for sending and receiving communication and it is good practice to use several techniques to ensure that the intended audience is reached (Ex: newspapers, televisions, and billboard are the preferred mediums for marketers)
- Be aware of individual communication style (Ex small talkers vs factual conversations)
Key things to consider in the Message Is In the Medium principal
- A message’s format and nature often evokes an emotional response, which can drastically impact the levels of importance, interest, and understanding that it will be afforded.
- Pay attention to a message size, format, style, and medium.
EX A casual employee blog would be the wrong medium for communicating a series of lay-offs.
Why is communication important in planning?
Plans made in isolation are likely to overlook important considerations and failing to involve stakeholders will make them less enthusiastic about participating in implementation.
Why is communication important in Continual Improvement?
- Knowledge and information developed in one improvement must be harvested and shared for future use.
- Communicating benefits from the improvement is an important factor in engendering support for future initiatives.
- Documenting improvement ideas in a Continual Improvement Register is a good way of ensuring that these ideas are not lost.
A Communication Plan should answer the following questions:
- What message needs to be communicated and to whom?
- What is the purpose of the message?
- What is the best format and media for the message?
- When and by whom does the message need to be sent?
- Is it possible to ensure that the message has been understood?
- How can feedback be encouraged, captured, and acted upon?
How to identify stakeholders
- Who are they?
- What interest do they have in the outcome?
- What is their primary motivation?
- What information do they need?
- How do they want to communicate?
- What is their current opinion on the initiative?
- What will cause them to support the initiative?
- If they don’t support the initiative how can their opposition be managed?
What is a Stakeholder Map
A visual tool used to map stakeholders’ levels of influence and interest, thereby clarifying which ones are likely to oppose or criticize the initiative, and which could be advocates and supporters.
4 Areas of a Stakeholder Map
- High Influence and High Interest - Should be fully engaged with the initiative and satisfied with the improvement.
- High Influence and Low Interest - Ensure they are satisfied with the improvement, but only minimally involved in driving the initiative
- Low Influence and High Interest - Should be kept adequately informed.
- Low Influence and Low Interest - Should be kept informed, but keep communication to a minimum.
6 things to consider when developing a stakeholder communication plan:
1) Plan the approach
2) Define what is needed from each stakeholder
3) Identify the message
4) Devise a practical plan to communicate with each stakeholder.
5) Keep the initiative’s best supporters engaged.
6) Consider how actions will affect the stakeholder.
Organizational Change Management (OCM)
OCM is concerned with the human side of change. It’s a structured approach that ensures improvements are implemented smoothly and successfully, facilitating lasting benefits by convincing people of the value of a change in order to reduce resistance.
What are the 5 elements for a successful improvement initiative?
1) Clear and relevant changes
2) Strong and committed leadership
3) Willing and prepared participants
4) Demonstrated value
5) Sustained improvement
