Acing communications: Do this, not THAT!

It was exciting to kick-off 2024 with a Fast Company article co-authored with Harvard Business School Professor Amy Edmondson, who has studied leadership, psychological safety, team learning, and innovation in organizations for over 30 years. In this article we discuss 4 key approaches leaders should be mindful of in their communications. These are important since executive communications can have a strong impact on generating positive emotions and impacting employee morale.

The so-called broaden-and-build theory in psychology suggests that positive emotions lead to higher creativity, better problem-solving skills, and increased ability and action towards find solutions. Positive emotions at work are associated with more flexible thinking and an increase in social bonds, while negative emotions hinder both, by narrowing mindsets, reducing connections, and limiting problem solving abilities. Employee morale across many industries took a hit in 2023 due to widespread layoffs and the impact will likely continue to be felt in 2024. Low morale and high disengagement profoundly impact productivity, creativity, and innovation. This, at a time when the world needs science-based, scalable sustainable innovation. In the 2023 3M State of Science Index, 90% of people surveyed emphasized the need for companies to accelerate innovation, particularly to address challenges like climate change.

Given that positive emotions foster increased engagement, improved resilience, heightened optimism, and enhanced social connections, contributing to a workplace culture that enables innovation – today’s leaders must take action to energize employees and boost morale, so that creativity and innovation can thrive.

So, what should leaders do? (and not do?) Check out the article titled ‘4 big morale busting communications mistakes leaders should stop making’ for details regarding the following recommendations.

Acceptance before Excitement

Significant organizational changes, such as mergers, divestitures, reorganizations or layoffs, often evoke a sense of loss and uncertainty for employees. Instead of immediately steering the narrative towards excitement for the future, it is helpful to first accept that emotions may be percolating within the workforce. By displaying empathy and understanding, leaders build trust. Acceptance creates an atmosphere of understanding and empathy, laying the groundwork for later excitement when employees feel heard and supported. Don’t push for excitement without accepting the uncertainty and anxiety any change brings.

Without this acceptance step, employees may perceive a leader as tone-deaf.

Acknowledgement before Appreciation

The process of expressing gratitude towards employees becomes more meaningful when it is preceded by a genuine acknowledgment of the challenges they have faced. Leaders should take the time to recognize and understand the unique circumstances and curveballs that have impacted the team. This acknowledgment lays the groundwork for authentic appreciation, ensuring that thank-yous are not mere formalities but heartfelt expressions of recognition. By authentically weaving acknowledgment into their expressions of gratitude, leaders strengthen their relationship with employees and foster a culture of mutual respect. Don’t express generic appreciation without specificity about the challenges or sacrifices.  

Obligatory thank-yous can seem insincere, or even as expressions of hubris.

Assurance before Reassurance

During periods of uncertainty, repeated reassurances may not effectively quell concerns unless they are preceded by a clear sense of assurance. Leaders need to communicate a robust plan and the rationale behind their strategies before delving into reassurance. Providing a crisp explanation of the situation and the organization's proactive approach builds confidence and understanding. This initial assurance sets the stage for subsequent reassurance, it is ensuring that it is perceived not as empty words but as a genuine commitment to addressing challenges and steering the organization through turbulent times. Don’t offer repeated reassurance without thoughts about how challenges may be handled.

Reassurances without ample detail are at risk of being perceived as leadership arrogance.

Alignment before Accountability

Accountability discussions can be delicate, and introducing accountability verbiage without prior alignment efforts can lead to unintended consequences. Leaders should prioritize securing alignment among before emphasizing accountability. Without this foundational alignment, discussions around accountability may be perceived as a threat. Once alignment is established, accountability discussions naturally follow, framed within the collaborative context. This approach helps prevent accountability from feeling punitive and contributes to a positive team culture.  Don’t emphasize that people will be held accountable before ensuring alignment.

Talk of accountability without gaining alignment comes across as punitive contributing to a toxic culture.

Not THAT again

The words and actions of leaders hold the power to elevate or diminish the innovative spirit of employees. To ace communications leaders must remember this – don’t come across like THAT:

Tone-deaf: Don’t ignore anxiety. Do convey acceptance before excitement.

Hubris: Don’t be generic. Do provide acknowledgement before appreciation.

Arrogant: Don’t omit challenges. Do offer assurance before reassurance.

Toxic: Don’t sound punitive. Do build alignment before accountability.

Many of us have seen leaders who are able to walk the tightrope of balanced and effective communication and thread the needles that link employee morale with innovation. Particularly in times of uncertainty, the virtues of empathy, authenticity, and transparency become not just admirable traits but essential pillars for maintaining psychological safety within the workplace. They can play a strong role in improving employee morale, and building a culture of trust and understanding to facilitate innovation that our world so needs.

Executive communications - a skill to ace, to broaden-and-build, in 2024 and beyond.