CCP Internal Communication & Change Management Flashcards

The ADKAR change management model stands for Awareness, Desire, Knowledge, Ability, and:

Answer: Reinforcement

Reinforcement is the final stage of ADKAR, focusing on sustaining the change through recognition, feedback, and ongoing communication.

Which type of internal communication is most effective for building two-way dialogue during change?

Answer: Town halls and Q&A sessions with leadership

Town halls with live Q&A allow employees to voice concerns directly and receive real-time responses, fostering trust and transparency.

What is a 'communication champion network' in a change program?

Answer: A group of influential employees who relay messages and gather feedback within their teams

Champion networks leverage trusted peers within teams to amplify messages, answer questions, and surface grassroots concerns back to the communications team.

When drafting a change communication for frontline workers, the message should prioritize:

Answer: How the change specifically impacts daily tasks, roles, and workflows

Frontline employees are most concerned with 'what does this mean for me and my job,' so effective messages lead with practical, role-specific impacts.

Which communication timing error is most damaging during organizational change?

Answer: Allowing employees to hear major news through rumor or media before official communication

When employees learn about significant changes from external sources first, it severely damages trust in leadership and organizational credibility.

A 'communications readiness checklist' for a systems implementation should include:

Answer: Audience mapping, channel plan, message calendar, manager briefing materials, and feedback mechanism

A readiness checklist ensures all communication elements — audiences, channels, timing, manager support, and feedback loops — are in place before rollout.