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Communicating Change: The premise: employee satisfaction leads to customer satisfaction leads to success in business leads to the bottom line (profit) Thus, it is the primary responsibility of the practitioner to ensure high employee satisfaction
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The premise: employee satisfaction leads to customer satisfaction leads to success in business leads to the bottom line (profit)
Thus, it is the primary responsibility of the practitioner to ensure high employee satisfaction
Research has shown conclusively that employee satisfaction is directly linked to the ability of the supervisor to communicate with employees
Why are people resistant to change?
Most people would rather die than change
Reactions to change:
Anger Fear Skepticism
Distrust Uncertainty Hope Energized
It is often used poorly or thoughtlessly
Used poorly, it confuses, makes angry, feeds skepticism, cynicism
Thus it worsens fears, lessens communications still more, makes employees more resistant to change
“Powerful rationale” must be “rooted in the marketplace”
A Vision – people will work for something larger than themselves, will “hitch on” if vision presented well
People at work are like mountain climbers who need to tether themselves to other climbers in order to face the mountain – must be “connected”
Reactive focuses on WHAT
People want WHY
See diagram to explore relationship between “say” and “do”
COMMUNICATE TO MOTIVATE
How are we doing?
Why do we have to change?
What can I do to protect my job?
Do you care?
Your task as a leader is to proclaim the vision and keep others moving towards it
1st piece of pie: provide direction – tell me what to do
2nd piece – provide feedback – how am I doing?
3rd piece – consider individual needs – does anyone care?
4th - Communicate objectives – how we’re doing – provide the “big picture”
5th – communicate vision/mission/values – become the cheerleader
6th – create empowerment – “How can I help?” provide genuine opportunities for involvement, support risk takers, promote mutual trust
Signs of resistance:
Aural fog/confusion Direct criticism
Immediate criticism Silence
Burned before Deflection (changing subject)
Denial Easy agreement
Malicious compliance Raising objections (but. ..)
Maintain clear focus
Embrace resistance – listen to objections
Join with the resistance – begin together
Change the game – nothing to resist