Communication in Times of Change in Business

We assume, rightly or wrongly, that homo sapiens have the best developed communication skills in the natural world because we have an expressive verbal language which is understood by those with whom we are communicating.

Other species use different methods to communicate with each other. Most animals and birds (and humans) use body language in one form or another to show feelings and emotions. Birds use song to attract a mate, which is why the level of bird song rises in the Spring. Marine animals use sounds to attract mates, defend territories, maintain coordination in groups, and pass on information. Whales and dolphins are well known for their sounds, but many species of fish and marine invertebrates also use sound. Spiny Lobsters, for example, use sound to ward off predators.

Animals change the rate of sound production and the structure of the sounds to send different messages. Some sounds are used to startle or scare off predators - monkeys are famous for this. Many animal species have a very keen sense of smell, much more specialised than humans and scent marking is a common form of communication in these species. They use scent to mark their territories and ward off interlopers.

In the business world, communication is one of the most important considerations when managing change to the enterprise, such as introducing a new process or implementing a programme of projects. It is also one of the more difficult skills to master and one that often goes horribly wrong!

It sounds simple - Tell the workforce what we're doing and why and they'll all understand.

Wrong!

There are a number of considerations before we get to the actual message:

• Who are we communicating with?
• What is their interest in the project/process?
• In what format should we communicate?
• Should we send the same message to everyone involved?
• How often should we update the communication?
• Who should be sending out the message?
• What is/is not confidential?

In addition to communication out to interested parties, we also need communication from many of these individuals:

• Identify who has what experience in this area
• What views do they hold of the existing v the proposed future model?
• What input can they make to the process?
• What influence do they have over others who will be affected by the changes?

Construct a matrix which shows different groups of people on one axis and their involvement/information needs on the other. Construct a communication plan which will ensure that everyone has the information that they need in the correct format. Whilst verbal/written communication will be the main format used, don't forget the other forms. Body language is important, so make personal presentations and meetings when possible. Unless you are involved in food/beverage production, for example, or introducing a new process to get perfume to market more efficiently, the use of smell is probably not recommended. Leave that to the animals!

About this Author

Rob Horlock is Managing Editor of The Mid Life Opportunity - a community for 'Mid Lifers' where members can get advice and guidance across a range of issues such as Career, Relationships, Finance, Health. http://www.MidLifeOp.com blog: http://MidLifeOp.blogspot.com

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