Professional Documents
Culture Documents
STRATEGIES FOR
COMMUNICATING
CHANGE
McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
7.1
COMMUNICATION PROCESS
Communication • The way change is communicated is important to
Process the success of the change program
Language, Power, • Basic communication process:
Gender &
Communication – Sender: Individuals who send the message (encode)
– Receiver: Individuals who receive the message (decode)
Emotion &
Communication – Message: Verbal and nonverbal attempts to trigger meaning
– Feedback: Providing a response to the sender in order to see
Communication
Strategies if the intended meaning was conveyed
- Contingency – Channel: The medium through which the message was sent.
approaches
– Noise: Other distraction that exists in the communication
Communication environment and may act to interfere with the transmission of
Media: meaning.(i.e; jargon words, etc)
-Richness
-Responsibility
10-2
Communication Process...continued
Communication
Process • Power
Language, Power,
Managers can use three techniques to
Gender & avoid these situations:
Communication
Emotion & – Perspective taking-Thinking about how others are likely to think
Communication and feel about a change.
Communication
Strategies – Threat-reducing behavior- Engaging in intentional, interpersonal
- Contingency interactions with staff to minimize their perceptions that changes are likely
approaches to lead to harm for them.
Communication
Media: – Reflection- Self-evaluation of their actions to lessen the emergence of
-Richness negative emotions and identification of corrective actions when necessary.
-Responsibility
Emotion & communication
Communication
Process • Emotion is linked to change, and can also contribute
to the breakdown of the communication process.
Language, Power,
Gender &
Communication • Individuals can perceive that organizational change
can harm them personally, thus their emotional state
Emotion & and sense of identity are threatened by change
Communication
situations.
Communication
Strategies
- Contingency
approaches
Communication
Media:
-Richness
-Responsibility
10-6
7.4
COMMUNICATION STRATEGIES
Communication
Process
• Can you communicate anxiety cynicism
Language, Power,
Gender &
too much:
Communication – Participants may suffer
information overload
Emotion &
Communication
– It may not involve real
participation
Communication
Strategies
- Contingency
approaches
Communication
Process • Beyond Spray and Pray:
Language, Power, – This communication continuum includes five
Gender & approaches
Communication • Spray and pray: employees are sprayed with wide
Emotion &
variety of information; managers pray that staff will
Communication pick up on what is needed to be done
• Tell and sell: managers tell staff about changes
Communication and sell them on why they are required
Strategies
- Contingency • Underscore and explore: management engages
approaches employees in a dialogue about the change process
and explore potential obstacles and
Communication misunderstanding to be addressed.
Media:
-Richness
• Identify and reply: Identify employees rumours
-Responsibility and reply to it. It is an attempt to help staff make
sense out of issues that are confusing to them
• Withhold and uphold: Information is withheld until
it is necessary to release; management adopts a
party line on issues that they uphold publicly.
COMMUNICATION STRATEGIES...continued
COMMUNICATION STRATEGIES...continued
Communication
Process • Contingency approaches
Language, Power, to communicating strategy
Gender &
Communication
vary depending:
Emotion &
– on the type of change e.g.
Communication • Developmental or incremental; face-
to-face, aim for widespread
Communication involvement
Strategies
- Contingency • Task-focused: top-down, more
approaches formal means such as memo, etc
• Charismatic: more personalized
Communication
forms, seek to gain emotional
Media:
-Richness commitment
-Responsibility • Turnaround: formal, top-down,
usually during crises to force people
to comply
10-10
COMMUNICATION STRATEGIES...continued
CONTINGENCIES APPROACHES TO
COMMUNICATION STRATEGIES
Communication
Process CEO: Many believe that the CEO should
Language, Power, be the principle communicator of change
Gender &
Communication
while others find lower level managers
more trusted by staff and therefore in a
Emotion &
Communication better position to communicate change.
Communication