When I met with my friend over dinner the other day, most of the conversation was about how worried she was about her job. Apparently, there’s a rumor in her company that a merger might take place.
Clearly, no one told the employees anything about what will happen or its consequences. My friend was worried that she might lose her job or get demoted. I couldn’t help but feel bad for her. Imagine the anxiety of employees left in the dark, trying to decipher the truth from mere rumors, without any clear communication from leadership.
Take OpenAI as an example. Many of us remember how the company almost fell apart last November when the company abruptly announced the departure of the CEO Sam Altman, alongside the replacement of the majority of its board of directors. Altman himself was informed of his removal five to ten minutes before it occurred on a Google Meet. As a regular user of ChatGPT, I was concerned because of the possibility of ChatGPT imploding overnight.
Since I don’t live in San Francisco (where OpenAI is located) the chances of me working with them aren’t very high. But if I were working in my friend’s company, this is what I’d advise the executives to do:
Don’t Leave Room for Rumors
Announce the change to your employees in detail. Define the goals of the change and craft clear, concise key messages. This will ensure that everyone involved, from management to frontline workers comprehends the purpose of the change and how it will impact them.
Transparent Leadership
Transparency is crucial when it comes to leadership during times of change. Leaders should openly communicate the reasons behind the changes, along with their anticipated benefits and potential challenges. By fostering transparency, trust among employees can be built, setting a tone for a collaborative environment.
Two-Way Communication Channels
Encourage dialogue and feedback by establishing two-way communication channels such as town hall meetings, Q&A sessions or feedback surveys. These channels will allow employees to freely express their concerns, ask questions and provide insights.
Regular Updates
Consistent communication is key. Provide regular updates on the progress of the changes, celebrate milestones, and address setbacks. Timely and frequent communication plays a role in preventing rumors from spreading while keeping everyone informed about the company’s direction.
Employees Are Your First Audience
Remember, in the case of management changes, internal communication is as important, if not more, than external communication. You should ensure that employees understand a transition plan even before it happens. A good communicator will ensure employees feel heard, valued, and informed for at least a year after the transition.
Be Ready for the Media
Anticipate media attention. Even if the transition isn’t highly publicized, trade media may seize on the story if the executive/s involved are industry-famous. A solid media plan with prepared statements, FAQs, and briefings is crucial. This prevents the company’s narrative from being overshadowed by media speculation.
Always be honest and authentic. Always. This is how you will build trust.