Navigating in Uncharted Territory - Rule #7 - Communicate, Communicate, Communicate

In our exploration of Leading in Uncharted Territory, rule 6 is: Communicate, Communicate, Communicate.

As I think about leading in uncharted territory, I feel a bit like hiking and climbing. I do it, enjoy it, and I move very slowly. It is not very pretty - trying routes, making changes, then trying another. Eventually, I reach my destination and it is always beautiful, being on the top of the mountain.

 

So, what does this have to do with communication? Leading in this environment is fraught with challenges, as leaders we cannot always see our path clearly. We are trying new approaches to determine what will work the best. At the same time, employees are observing leaders to determine if the path they are being lead down is safe.

  During this time when we are the least confident, employees oftenwant more information because they are also less confident. What we communicate and how often needs to change. The number 1 message they need to know is- we are paying attention and they can trust us. Key change messages should convey:

• I am paying attention to the situation
• We need to make changes - what we are doing now may not serve us in the future
• We have a vision for our future
• We are trying new approaches and we want your input and cooperation
• We will refine our approach as we go forward to respond to changing conditions - expect these changes to be ongoing
• We will succeed

The message needs to be conveyed in a way that listeners can hear. The message must be repeated and repeated. Key themes should be woven through all communications to ensure listeners can connect the change program(s) to their daily jobs and organizational success.

Communication should be designed to inspire trust in the process. We are in new territory, things will go wrong as we learn and we will get there safely. Like my rock climbing example, progress can be sporadic, tiring, and less than graceful. The view from the top is always worth the climb - you cannot see it unless you take the journey. Come with me, the leader, on this journey and you will get to see the sun rise over the red rocks - the most amazing view and only seen live if you get up early and take a tough and physically exhausting climb.

I worked with a client now who communicated his new vision for how the organization would function after they implemented an Enterprise Resource Planning (ERP) System - Oracle. It became his mantra. He wove these ideas into every discussion. People understood it at different rates and he realized that. He modified his messages to be relevant to each audience. He was patient - while he has talked about this change hundreds of times, it is often the first time for the people he is talking with. He had a rule of 7 - if you communicate 7x7 people will start to understand and adopt what you are proposing. His system was successfully implemented. His communication was clear and consistent and ongoing. He was even filmed by Oracle talking about their system and the implementation.

We all read about the importance of communication. It is critical that the leader be visible during significant changes.. If you do not have the answer, let people know you are working on it. We’ve learned over the years was to wait until we had plans and answers before communicating.. In times of uncertainty, employees want to know what is happening. While this approach is different than what we did in the past - it is important that employees hear what is going on so they can set their expectations and manage their own lives given the information you are sharing. For the most part, they are competent people who want the company to succeed. Trust them enough to give them the information they need to stay engaged and committed to you. If you were in their spot, what would you want to hear to stay engaged and committed?

Photo credit by by Erik Charlton

By Maureen Metcalf of Metcalf & Associates, Inc