General Comments on Communications

• Clarity means people understand the message instantly: it is clear; there is no ambiguity

  “…Clarity and concrete language have also been shown to improve memorability of messaging……Concrete language shapes customers’ attitudes and behaviours…”

  Mel Loy, 2024

  Try not to use jargon (words, phrases, languages acronyms, etc that are unique to a particular organisation, industry, culture, etc) as it will confuse and/or misled people. For example, using words like right-size, optimise, transform, etc will most likely make people think of a restructure.

  Furthermore, using unnecessarily big words, flowery, jargon-filled language will result in you losing credibility with the audience.

• Considerate

  Show empathy; be understanding and respectful of people's backgrounds, identities and experiences; acknowledge feelings and fears; help people feel seen and heard. A USA study showed

  “…Engagement levels were 76% of employees with empathic senior leaders, compared with just 32% engagement for employees with less empathetic leaders…”

  Mel Loy, 2024

• Concise

  Be short and punchy in expression; aim for balance between facts and personality:

  “…Learning to cut out the fluff without writing in a way that comes across as blunt or rude is a skill that can be learned…”

  Mel Loy, 2024

  Understand the difference between unconscious thinking (automatic thinking based on patterns of recognition and experience) and conscious thinking (deliberate, slower thinking that requires more effort). As most daily decisions use unconscious thinking, it is important to be concise as too much information will require conscious thinking that is energy expensive.)

  (for more details, see elsewhere in the Knowledge Base.)

• Connected

  Key messages need to connect the change in organisational strategy, purpose, objectives, etc plus the different stakeholders; in other words, personalising it

  “…Making the change meaningful and relevant to individuals and teams in authentic way…”

  Mel Loy, 2024

  “… it pays to reiterate the organisation's strategy and goals at all levels of the business, to help demonstrate connection between why people do what they do every day, and why they're being asked to change…”

  Mel Loy, 2024

  Write your messages from an individual’s perspective (WIIFM), not the organisation perspective.