slide1 l.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Communicating Change: The premise: employee satisfaction leads to customer satisfaction leads to success in business le PowerPoint Presentation
Download Presentation
Communicating Change: The premise: employee satisfaction leads to customer satisfaction leads to success in business le

Loading in 2 Seconds...

play fullscreen
1 / 20

Communicating Change: The premise: employee satisfaction leads to customer satisfaction leads to success in business le - PowerPoint PPT Presentation


  • 394 Views
  • Uploaded on

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

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Communicating Change: The premise: employee satisfaction leads to customer satisfaction leads to success in business le' - jaden


Download Now An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
slide1

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

slide2

Research has shown conclusively that employee satisfaction is directly linked to the ability of the supervisor to communicate with employees

slide3

Communicating Change:

Why are people resistant to change?

Cognitive dissonance

Most people would rather die than change

Reactions to change:

Anger Fear Skepticism

Distrust Uncertainty Hope Energized

slide4

3 stages in reaction to change:

  • shock, disbelief
  • Trying to “buy time” or stall
  • What do you want me to do? (acceptance)
slide5

Reaction to change has to do with perception of leader:

  • Conspiratorial: “he doesn’t care about us; he’s just taking care of himself”
  • 3 stooges – “we’re in deep trouble and that person has no clue”
  • What is needed is a “powerful rationale” that will convince employees of need to change
slide6

Communication is an essential tool for accomplishing change

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

slide7

“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”

slide8

Need Strategic Communication, not Reactive Communication

Reactive focuses on WHAT

People want WHY

See diagram to explore relationship between “say” and “do”

COMMUNICATE TO MOTIVATE

slide9

Share information

  • Share the wealth
  • Create excitement by sharing vision
  • What to communicate:
  • Your business vision, strategies
  • Obstacles
  • Issues of concern
slide10

Employees want to know:

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

slide11

The Employee Communication Model

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?

slide12

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

slide13

Consider Resistance – force that slows or stops movement

Signs of resistance:

Aural fog/confusion Direct criticism

Immediate criticism Silence

Burned before Deflection (changing subject)

Denial Easy agreement

Malicious compliance Raising objections (but. ..)

slide14

Cycle of change

  • Random incidents – unawareness
  • Recognition of problem – realization of need for change
  • Initial action – building energy
  • Implementation – cooperation
  • Waning activity
slide15

Overcoming resistance:

Maintain clear focus

Embrace resistance – listen to objections

Relax

Join with the resistance – begin together

Change the game – nothing to resist

slide16

Degrees of resistance:

  • Change itself – no hidden agenda – just don’t like the idea
  • 2. Deeper issues – distrust, bureaucratic culture/ punishments loss of face
  • Deeply embedded – see you as enemy, historical animosity
slide17

Factors important in getting new ideas across to others:

  • Relative advantage – change better than status quo
  • Compatibility – link to old ways
  • Simplicity – keep it simple, easy
  • East to test, experiment
  • Observability- see it in action