Workplace Change Must
Be Communicated Effectively
By Utility Managers to Avoid Stress, Frustration, Gossip
By David Saxby
Workplace change is common in the utility
industry but not all managers do a good job of communicating change and
helping employees cope with it. Fortunately, there are several things
utilities can do to build trust between management and the rank and file
during times of change while also reducing stress.
For many employers, memos and e-mails are the most common method to
communicate workplace changes. Many employees are already on information
overload and have way too many messages coming at them. They only skim
through inter-office memos and e-mails and often miss important details
regarding the changes. This can cause stress and frustration and start a
destructive chain of gossip. Besides, memos and e-mails are impersonal and
can be subject to misinterpretation.
Following are four tips that will help both management and individuals
embrace change.
Talk about the changes. Meet with individuals face to face and don’t be
afraid to look them in the eye. People who are going to be affected by the
change need a chance to be heard in a safe environment where they can talk
about their fears and ask questions.
Be honest. Job security is the number one concern of employees when they
learn that workplace changes are occurring. If their jobs are secure, let
them know right away. If not, meet with them privately to share what
you know about how the changes may affect them.
Focus on the benefits of the change. People want to know what’s in it for
them. They are far more interested in how the change is going to affect
their future than in how much money the company will save. So be specific.
Let them know how the changes will benefit them.
Demonstrate support. Managers must show their support for the change. Their
employees must know that the boss is on board. Remember, actions speak far
louder than words.
Even when management strives to incorporate workplace change as smoothly as
possible, negative attitudes can develop. Here are some suggestions on how
to turn negative attitudes around.
Model positive behavior. Remember that attitudes start at the top of the
organization. Managers who want their employees to have positive attitudes
must demonstrate what that looks like every day through role modeling.
Focus on solutions. Don’t fixate on problems and issues; focus on solutions
and people. Identify the positives each day and talk about them. Recognize
even the smallest actions that bring positive results.
Hold team meetings. Invite everyone on the staff to share their creative
ideas on how to make the work environment more enjoyable. Make sure these
meetings are facilitated well to keep them from becoming gripe sessions.
Avoid impromptu complaint sessions. When faced with negative conversations,
try changing the subject or switch the focus to a discussion of what can be
done about the problem.
Acknowledge negativity. Ignoring negativity will not make it go away. Pay
attention to the frustrations and negative feelings and then ask employees
for their suggestions regarding what to do about the problems.
There are also things employees can do on their own to reduce stress during
times of workplace change.
Ignore rumors. Steer clear of the rumor mill. It will only confuse the facts
and increase one’s level of frustration and worry.
Create a stress-free zone. Employees should set aside two 10-minute blocks
of quiet time during the work day to give themselves a mental health break.
Arrive 10 minutes early so you have time to organize your thoughts and
activities for the day. Give yourself another brief planning break after you
return from lunch.
Organize work area. A mess creates stress. Don’t shuffle the same papers
from pile to pile. If necessary, stay late one night and go through every
item on your desk. Don’t go home until everything has been tossed, filed,
delegated or labeled. Then make a commitment to yourself to leave your desk
completely clean at the end of each day.
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David Saxby is president of Measure-X, a Phoenix,
Ariz.-based measurement, training and recognition company that specializes in
customer service and sales skill training for utility companies. He can be
reached at 888-644-5499 or via e-mail at
david@measure-x.com. Visit the Measure-X Web site at
www.measure-x.com.
