CCP Internal Communication & Change Management Flashcards

Which communication approach is most effective when announcing a major organizational restructuring to employees?

Answer: Use a cascading communication plan starting with senior leaders, then managers, then employees

A cascading communication plan ensures leaders are equipped to answer questions at each level before the news reaches frontline employees.

What is the primary purpose of a change impact assessment in a communications context?

Answer: To identify which employee groups will be most affected and tailor messaging accordingly

A change impact assessment helps communicators understand which audiences face the greatest disruption so messages can be targeted and relevant.

Kotter's 8-Step Change Model begins with which step most relevant to communicators?

Answer: Create a sense of urgency

Creating a sense of urgency is the first step and requires communicators to craft compelling messages that explain why change is necessary now.

Which metric best measures the effectiveness of internal change communications?

Answer: Employee understanding and readiness scores measured via pulse surveys

Pulse surveys measuring understanding and readiness directly assess whether communications have achieved their behavioral and cognitive goals.

When employees resist a change initiative, the BEST communication response is to:

Answer: Identify and address the root concerns driving resistance through targeted dialogue

Resistance typically stems from unaddressed fears or misunderstandings, and two-way dialogue is the most effective way to surface and resolve these concerns.

A 'communication channel audit' during a change program is used to:

Answer: Map available channels to audience preferences and message types to maximize reach and impact

A channel audit matches the right message format and channel to each audience segment to ensure information is received and understood.