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How can you ensure your communication is inclusive of diverse perspectives during change?

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Change is inevitable in the airline industry, especially in times of crisis and uncertainty. However, change can also be challenging and stressful for your employees, customers, and stakeholders. How can you communicate effectively and inclusively during change, and ensure that you consider diverse perspectives and feedback? In this article, we will share some tips and best practices for inclusive change communication in the airline management context.

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Abdulla Al Harthy

* Light upon Light * Al Harthy Enterprises. Owner.

1 Define the purpose and scope of change

Before you communicate any change, you need to have a clear and compelling vision of why the change is necessary, what are the expected outcomes and benefits, and how the change will affect different groups and individuals. You also need to identify the scope and scale of the change, and how it aligns with your strategic goals and values. This will help you craft a consistent and coherent message that explains the rationale and direction of the change, and addresses any potential concerns or questions.

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Abdulla Al Harthy

* Light upon Light * Al Harthy Enterprises. Owner.
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For my experience, this is what and how I did it when change is necessary. First thing is to accept the fact that, change is the only thing constant in the world. In the sense that the world is constantly changing and evolving and so must we. Therefore, first I will identify what is to be changed, I will well define it, and perform an impact assessment on the changes I am about to execute. Second, I will develop a plan as to execute it. Third, I will communicate the full details of a planned changes to the employees. I will provide solid reasons for the changes and seek their feedback. Then I will launch and monitor the changes.

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Wandiri Murithi (She/Her)

Strategic communicator and leader with a passion for building trust, driving excellence, and inspiring progress through people-centric leadership.
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One observation I have made is that an interactive approach at the onset where feedback is received and a proposed solution subjected to collective critic, it eases the rest of the change process.

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2 Identify and engage your stakeholders

Change communication is not a one-way process, but a dialogue that involves multiple stakeholders with different needs, expectations, and perspectives. You need to identify who are the key stakeholders for the change, and how they will be impacted by it. You also need to engage them early and often, and seek their input and feedback throughout the change process. This will help you build trust and rapport, understand their views and preferences, and address any issues or resistance. You can use various channels and methods to communicate with your stakeholders, such as surveys, focus groups, webinars, newsletters, or social media.

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Abdulla Al Harthy

* Light upon Light * Al Harthy Enterprises. Owner.
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When it comes to communicate changes to stakeholders. The type of communication preferred by stakeholders also needs to be recognised. You must understand what different stakeholder groups prefer in order to influence your strategy.

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3 Tailor your communication to your audience

Different stakeholders may have different levels of awareness, interest, and readiness for the change. You need to tailor your communication to suit your audience, and use appropriate language, tone, and format. For example, you may need to use more technical terms and details for your employees, but more simple and concise language for your customers. You also need to consider the cultural and linguistic diversity of your audience, and use inclusive and respectful terms and expressions. You can use translation services, visual aids, or examples to make your communication more accessible and understandable.

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Abdulla Al Harthy

* Light upon Light * Al Harthy Enterprises. Owner.
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Leaders of change need to communicate the necessity of change by clearly expressing why the change is needed and how it will be realized. Employees want to understand the big picture context and the path ahead.

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4 Emphasize the benefits and opportunities of change

Change can often trigger negative emotions, such as fear, anxiety, or anger. You need to acknowledge and empathize with these emotions, and provide support and reassurance to your stakeholders. However, you also need to highlight the positive aspects of the change, and how it will create new opportunities and benefits for your stakeholders. You can use stories, testimonials, or data to illustrate the success and impact of the change, and to inspire and motivate your stakeholders. You can also emphasize how the change aligns with your mission, vision, and values, and how it will enhance your competitive advantage and reputation.

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Abdulla Al Harthy

* Light upon Light * Al Harthy Enterprises. Owner.
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leaders can effectively model not only the behaviors that the change will require but also their confidence that the change is good for business. The more thoroughly leaders understand the dynamics and challenges of change, the better they will be able to set the tone. Their acceptance of the change trickles down to managers and then cascades to employees. When this happens, change is five times more likely to be successful.

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5 Solicit and act on feedback

Change communication is not a one-time event, but a continuous process that requires monitoring and evaluation. You need to solicit and collect feedback from your stakeholders, and use it to measure the effectiveness and impact of your communication. You also need to act on the feedback, and make adjustments or improvements to your communication or change plan as needed. You can use various tools and metrics to gather and analyze feedback, such as surveys, polls, comments, or ratings. You also need to acknowledge and respond to the feedback, and show appreciation and recognition for your stakeholders' participation and contribution.

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Abdulla Al Harthy

* Light upon Light * Al Harthy Enterprises. Owner.
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Give your employees opportunities to question the plan and voice their issues. Concerns are better handled in the open than allowed to fester in the dark. Be honest in your answers. When you know, be clear and consistent. When you don’t know, say so, then find out and share the answer. And be sure to make change communications personal. Employees will be most interested in how the change will affect them personally. Will their role be changed? Will they have to learn new skills? Will their team be left intact or shuffled?

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6 Celebrate and sustain the change

Change communication does not end when the change is implemented, but continues until the change is embedded and sustained. You need to celebrate and recognize the achievements and efforts of your stakeholders, and share the results and outcomes of the change. You also need to provide ongoing support and guidance to your stakeholders, and ensure that they have the resources and skills to adapt and thrive in the new situation. You can use various ways to celebrate and sustain the change, such as awards, events, newsletters, or training.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you ensure your communication is inclusive of diverse perspectives during change?

1

2

3

4

5

6

7

1 Define the purpose and scope of change

2 Identify and engage your stakeholders

3 Tailor your communication to your audience

4 Emphasize the benefits and opportunities of change

5 Solicit and act on feedback

6 Celebrate and sustain the change

7 Here’s what else to consider

Airline Management

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How can you ensure your communication is inclusive of diverse perspectives during change?

1

2

3

4

5

6

7

1 Define the purpose and scope of change

2 Identify and engage your stakeholders

3 Tailor your communication to your audience

4 Emphasize the benefits and opportunities of change

5 Solicit and act on feedback

6 Celebrate and sustain the change

7 Here’s what else to consider

Airline Management

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