10 Keys to effective and empathetic COMMUNICATIONS IN DIFFICULT TIMES

In my article, I spoke about how many of your employees are afraid right now and the importance of heightened communications.

Specifically, I said, “People are fearful during this time, I am recommending executives dramatically increase their communications to their staff in order to allay fears and inspire confidence”.

Today, I want to give you some very specific, practical and valuable tips on how to communicate effectively and with empathy during this difficult time.

When communicating about a company change, layoff or any other critical conversation, keep the following points in mind:

Collect Your Thoughts.

Take a moment to reflect on what you are going to say and how you are going to say it.

Lead with the Truth. Speak plainly and truthfully. People will appreciate your candor and respect you for it.

Be Authentic. Speak from the heart, in your own words, and in your own way, demonstrating both courage and sincerity.

Pace Yourself. If emotions are running high, take a deep breath and slow down. The pause in the conversation will seem normal and helpful.

Get Perspective. View the conversation from the other person’s perspective so you under their perspective.

Avoid Full-stop Words. At all costs, avoid any emotionally laden words or phrases that can explode the conversation quickly and bring it to a quick stop.

Be Brief. Get right to the point early in the conversation.

Avoid a big buildup. Focus on the Issue. Leaders build up people on strengths, not weaknesses. When attacked, people become defensive and resistant to change.

Don’t Bring Up Multiple Issues. Deal with one issue at a time to avoid a conversation getting overly complex and

out of control.

Say What Needs To Be Said and Then Move On. Focus on the quality of the conversation, not the quantity.

Becoming an exceptional communicator is one of the best skills you can develop as a business leader. Learning how to keep people informed during a difficult time will help you build loyal, committed and dedicated staff who will respect you and appreciate your caring, understanding and empathetic approach.

Eamonn has a B. Eng. (Electrical) from Lakehead University, MBA (Finance) from University of Toronto, and has completed Executive Education at Stanford University Graduate School of Business. He lives in Vancouver, Canada. Follow him on twitter @Eamonnpercy.