March 5, 2007

What to do if you have to call a “do-over?”

This is your worst nightmare. Your leaders unveiled the new corporate strategy 15 months ago and they blew it. Employees don't have a clue what the strategy is about. What do you do to salvage the communication without calling attention to the fact that your leaders didn't get it right the first time, especially since they think they did a fine job, and have already moved on to the next challenge? No way they'll be receptive to a “do-over,” not to mention you don't want to be in the position of saying, “Don't shoot the messenger.” Here are a few techniques to help you perform a “Mission Impossible,” or an invisible fix.

How to re-deliver the message as if it were the first time, only better!

1. Create a visual model to refresh the communication. Studies show that most people learn best through a combination of words and pictures. So, one of the most effective learning tools is an annotated model, or a picture with a few well-chosen words. This method works particularly well when communicating a complex strategy. You can tell your leaders that repetition is critical in order to make sure that a message is not only received, but understood. So, “say it, say it and say it again!”
   
   
2. Gain support by showing employees what progress has been made since the new strategy was implemented. Employees need to know how they've performed against the strategy, which objectives have been met and which goals have been accomplished. Showing how far employees have “moved the needle” through all their hard work is an opportunity for leaders to say thank you. It is also an opportunity to discuss how much more needs to be done.
   
   
3. Lights, Camera, Action! Videotaping your most charismatic leader presenting the new strategy is extremely effective. A key benefit of this technique is that employees can access the presentation on the intranet at their convenience, and in the privacy of their own office. One of the best ways for other executives to become better communicators is to see it done right; in other words, help them see what “good” looks like.