Zoom: One of many options to stay connected.

Greetings everyone. I hope you all are keeping safe and healthy. I wanted to share some thoughts about how leaders and organizations can respond positively in times of large-scale change. It’s relevant to all organizations, as people find new ways to work together.

As you plan your communication, consider three issues that are top of mind for people during change.

1. Uncertainty
Our brains like to know what’s going to happen next. It helps us plan and achieve our goals. A large dose of uncertainty can trigger the fight, flight or freeze emotional reactions which impact our ability to take in information and make decisions. Today, people are in completely new situations, so the path forward is very uncertain. Communication approaches that help increase certainty include:

Be consistent. Set a regular schedule of communication, so people know what to expect.
Be clear and direct. It’s OK to share bad or incomplete information. “Here’s what we know at this point… we’ll get back to you by…”.
Follow the Less is More approach. Avoid the urge to share everything. People can only absorb so much, so focus on what’s most important at this point in time.

2. Loss of Control
Our stress levels jump when we experience a loss of control in how we get our work done. Giving people options about how they plan their work, even when the organization is under pressure, has a positive impact on motivation and productivity. To increase that sense of control, you can:

Be clear on expectations around work-from-home and other, new company policies. This helps people see what they can control, and it increases certainty.

Break long-term projects down into short-term chunks and tasks. This helps people focus on what they can do now, so they experience success and progress.
Engage people in creating solutions to work challenges. Recognize their hacking and workaround efforts, so they feel like they still make an impact.

3. Relationships
In today’s environment, our relationships have been disrupted. I had someone say recently, “I feel like I’m out here on an island, working to survive.” When we stay connected to people, our stress goes down and we’re happier. To sustain those relationships, you can:

Help people see how they fit into the big picture. Communicate shared goals and use team meetings and 1:1 conversations to keep people engaged.
Be flexible as you find the right balance between Empathy and Focus for different situations. In some cases, it’s more important to listen as people talk about what’s happening in their personal lives. In others, after a check-in to start the meeting, you focus on work issues.
Find formal and informal ways to celebrate success. Talk with colleagues and customers about meaningful ways to acknowledge progress. Everyone appreciates a ‘Thank You.’

And as leaders, ask questions and listen. Find out what people are experiencing and what they need. Encourage creative ideas. Tailor your communication to help people prepare and adapt, emotionally and mentally, to what we’re going through.

Best Wishes,
Dave Underhill
daveu@underhilltraining.com