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Friday, October 24, 2008
Communication is central to the implementation of planned change (Ch 11)
I agree with the authors that “once a change has been decided upon, it must be communicated to others”. Many times, I found out about up coming changes through the grapevine, most information was actually correct. However, each time, I was very frustrated by the silence of our managers. It did not matter who would communicate with me and how the information would circulate, what mattered to me what that someone would somehow communicate. When changes are imminent and communication does not happen, employees spend hours speculating about the details or just about whether the rumors are true or not. The lack of communication affects employee morale and eventually productivity. Awkward communication is therefore better than silence.
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4 comments:
The most important part of change is communication. I like the approach my manager takes with communicating change. When something is decided to be implemented by higher management that directly impacts our team or changes the way we do things, he communicates the details about it to the team few days earlier than when it will be announced to the entire organization. He requests us not to disclose it to anybody else and makes sure we understand that it is confidential at that point. This helps the team prepare for it and when he official communication comes out we are not surprised.
Communication is the key to many problems. I agree changes are inevitable and as the time changes, situation and circumstances are going to change. I can give an example of my friend who does not like to talk about her problem. When she is upset she does not talk, she would even cry but not tell us about what the problem is and me and my other friends would not understand how to console her because we could only guess whats wrong with her. Then finally this one time we told her that we do not appreciate her not telling us what the problem is, it made us feel that she did not trust us. And she understood what we meant is now communicates her problems with her and this has helped her overcome her difficulties in a better way. What i mean by this example is that it is always better to be clear about the situation, if everyone is well educated about the problem better solutions can be generated and everyone can be benefited by it
I had a very frustrating situation come up when I left my first real estate job. After I told my manager I would be leaving to take a new job, I asked her if I should go ahead and tell the brokers I assisted that I would be leaving. She said, rather emphatically, that I shouldn't tell them - she would take care of it.
The administrative staff all knew that I was leaving, because several of them were my personal references while I was pursuing another job, and I had told a few of them that I'd been hired by another company and asked them for advice on how to handle telling our manager. But the brokers and I weren't quite as personally affiliated, though I liked a few of them and wanted to leave a good impression. Yet I trusted that my manager had a reason for instructing me not to tell them, that she knew what she was doing, and that she would be able to handle communicating the changes.
A week went by, and it became increasingly obvious that she hadn't said a word to any of the brokers. As they approached me with longer-term projects, I finally had to clear my throat and ask them if Kay had talked with them. When they answered in the negative, I sighed, and gave them the news that I probably should have given them personally in the first place. They were upset, but none of them blamed me for the miscommunication. They all had nothing but positive things to say about my work, expressed regret that I was leaving, and muttered darkly (not for the first time) about what Kay's management was doing to the administrative structure of the company.
Looking at the company's website, I see she's still the administrative manager even after the company merged with another brokerage firm - and I see several people who swore they were on their way out the door in 2004 are still working there as well. I hope for their sake that things changed significantly with the new company structure, but I have my suspicions otherwise.
If an organization can’t effectively communicate change, it shouldn’t be planning for change. That’s terrible that employees have to find out information through the “grape vine.” Usually a memo or Email will suffice, but having to find out by word of mouth could be potentially devastating for organizations. First, the “grape vine” can provide skewed information that is close to the truth, but not entirely the truth.
Management should actively be working on bettering their communication, and it is sad to hear that managers are “silent.” It sounds like the organization that you are working for has some communication problems that they need to work through.
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