Articles
Published March 2009
Successful Communication during Tough Economic Times
Whether you are operating a franchise, managing a group of sales reps or acting as a Human Resources Director, changing the way you do business is always a challenge. People everywhere are being laid-off. Franchisees and employees are becoming so fearful with the economic downturn that they could be losing their daily focus and motivation. They do not feel secure and surly, watching the news when they get home doesn't help. Thus, how do you successfully communicate changes in your business? Jane and Bob are being laid-off, and the rest of your team are wondering where they are going to be in a few months.
First, there is no easy way to communicate bad news. Begin by gently stating the facts in a few short phrases. "Jane, thank you for meeting with me. Due to the changes in our company right now, we are letting go of some great people. Unfortunately, you are part of that group." Pause, and allow the information to settle. Always be empathetic by understanding Jane's state of shock and discontent, mostly if she has been with your firm for years.
Expect Jane to react with anger, resent or even tears once the news sinks in. Allow her time to respond in her own unique way. Do not interrupt her while she is venting. Do not give her a condensation speech of any kind. End the meeting on a positive note by discussing her package and by reinforcing her knowledge and skills that will be a strong asset to her in the future. Always demonstrate sincerity. Communicating negative information takes strength and compassion.
Now how do you handle the rest of your team? What do they desperately need in order to do their jobs with continued enthusiasm? As an authority figure, you will feel tremendous pressure to keep others motivated, secure and focused day to day. It is your duty to create an environment of realistic hope and keep the lines of communication open with staff so they can better cope with stress. You can achieve these goals with ongoing training initiatives.
Training and consulting allow businesses to survive and prosper during a sliding economy. While it is one of the first things businesses cut, sales and marketing initiatives should be maintained. Training is part of the equation. It boosts the overall morale, and it makes individuals feel worthy and effective at the end of the day. This is exactly what you want right now for your business to succeed.
Franchise owners and other professionals will be able to sell their ideas more effectively by changing their usual approach. Customer support staff will be able to speak to clients with heightened confidence and ease because they intuitively understand the reasons behind running their business differently. They are educated regularly by management, and managers are being trainined by professional consultants.
Change will be the only answer for survival and prosperity during these tough economic times. It would be wise to make training an ongoing part of that change.
