Chapter 3

Question 1

What is communication?

Answer 1

If you can make it really clear what your reasons are, that is step one.

Managers can either be managed by higher levels or can be the changes themselves.

Question 2

Who are the communicating parties in a change situation?

Answer 2

Change managers - what are they talking about

Those being managed - what are they expressing?

Question 3

Impact of language on change management

Answer 3

It is the word that we use in describing the changes and the expectations for adoption.
In return, the language we hear from those impacted shows their feelings about the proposed change.

Question 4

What does language help you assess?

Answer 4

Management understanding of their employees and customers + attitudes towards them

Question 5

What are the components of language and communication?

Answer 5

Verbal
Non-verbal
Listening

Question 6

Outline

interpreting the language of change

Answer 6

Role of language in a change effort
Listen to understand
What people say and why (attitude)
Speaking and being understood

Question 7

What are the four steps of the active listening method?

Answer 7

Listen
Paraphrase
Clarify
Respond

Question 8

What is the impact of active listening on implementing change?

Answer 8

Supports open communication

Builds trust and helps to roll out the change, as people feel they are part of the change

Question 9

Attitude- where does it come from?

Book distinguishes three types of attitude:

Answer 9

Positive
Negative
Neutral

Question 10

There are three components of attitude:

Answer 10

Affective
Behavioural
Cognitive

Question 11

What conditions influence attitude strength?

Answer 11

Personal experience

Proficiency and expertise on the subject matter

When a favourable outcome is expected

Repetitive and consistent expression of attitudes

The stakes at risk

Question 12

What is the role of a change agent towards the strength of the attitude?

Answer 12

Change agents job here is to ensure the attitudes are managed and reshaped throughout the transformation process.

Question 13

People will always want to know what to expect, where, when and why.
When crafting change messages, keep in mind that they must be:

Answer 13

Specific
Clear and detailed
Concise and exact

Question 14

Name the 9 Potential Pitfalls in Change Messaging

Answer 14

Semantics	
Ambiguous statements	 
Built in assumptions	
Directive	
Implicit cases	
Negation	
Scope of action	
Time reference ambiguity	
Messaging mediums

Question 15

Semantics

Answer 15

Avoid using ‘‘should’’, ‘‘could’’, ‘‘trying’’, etc. Using right phrasing to avoid occurrence of double meaning.

Question 16

Ambiguous statements

Answer 16

open to more than one interpretation; not having one obvious meaning. Obscure, vague statements lacking clear message.

Question 17

Built in assumptions

Answer 17

Message avoids assumptions, does not assume that everyone has the same knowledge of background information

Question 18

Directive

Answer 18

Message clearly states the expected actions to be taken by those impacted by change.

Question 19

Implicit cases

Answer 19

suggested though not directly expressed. In change messaging this is to be avoided.

Question 20

Negation

Answer 20

the contradiction or denial of something. In change messaging it needs to be clear which item is negated, so it is clear what is (or is not) being done

Question 21

Scope of action

Answer 21

Message needs to fully define the changes being made and the scope of action.

Question 22

Time reference ambiguity

Answer 22

Messages need to be clear about the timelines and known schedules (e.g. national holidays), so people can prepare properly.

Question 23

Messaging mediums

Answer 23

Change agents need to be considerate about the right channel used (e.g. email, face to face, etc.)

Question 24

Affective

Answer 24

How the other person, event, or object affects the feelings and emotional state of the central person

Question 25

Cognitive

Answer 25

What the central person knows, understands, and believes about the other person, event, or object

Question 26

Behavioral

Answer 26

How the attitude influence or affects the way that people behave.