Coaching

Most of us dislike change. Most of us, however, will accept change if we think we can cope with it. This means change can only be welcome if it isn’t just foisted onto us. So when you have some news that refers to change, the first thing is to actually get it out. Don’t put this off or the office grapevine will do it for you, and then it’s too late. But before you publish, decide what your actual message will be. There has to be a positive aspect in it for your people, and that’s the one you should focus on. Put the good news first, then give them the not-so-good news, and, finally, loop back to the good news.

Part of the good news should be about the back channel, which means telling people when and how they can learn more about what you told them. Shorten your statement until it’s a minute or less in length, then go before a camera – preferably accompanied by someone who’s an expert on these things. Record your message and make sure it gets to its recipients fast. Then open the back channel and face up to the anger and the fear that it will carry. It’s what your people honestly feel. But merely venting their anger and fear will take a lot away, and if you, in answering them, concentrate on the good news, you’ll soon win over the sceptics.