Unexpected realities: communicating change in 90 seconds(ish)
Over the last few months I’ve been knee-deep in culture and tech change projects. And do you know what? Language can be such a massive barrier.
Whether it’s people not being able to find the right words to handle and explain cultural and behavioural challenges. Or introducing AI tools into processes where people still would secretly prefer a ‘quill pen’ approach - the choice of words, and making sure there’s a common understanding is a high-wire act.
You have to be sensitive, technically accurate and simple. You have to remember that yes, you need to be human. BUT, everyone ‘humans’ differently.
So, working in internal comms - what do you do? Here’s a few quick fire thoughts:
Give people the space to contribute and feedback. Help to create and share a language that feels right. One that people can use, and actually say out loud.
Make the wooly visible. Change can feel vague and abstract until you name it. Providing vocabulary for uncertainty can make it more manageable. And a lot less scary.
Ask questions like a 6 year old and never assume that people will just know something. Especially technical experts - ask the simple, obvious questions and help them step out of the weeds and into a different perspective.
“No other option” is a poor strategy. If a change is mandatory, don’t get lazy and rely on compliance. You’ll be missing an opportunity to build understanding and engagement. Change isn’t always exciting, but it doesn’t have to be to create a connection.
Make a plan… but don’t be a slave to it. More often than not, change plans change. A lot. So stay flexible - build content that’s usable and expect the unexpected.
Need a hand with getting to grips with a change project? We specialise in translating complex change into simple, human-led communication. We’d love to talk about how we could help you. Get in touch to arrange a call.
