{"id":1085,"date":"2019-05-13T11:04:19","date_gmt":"2019-05-13T10:04:19","guid":{"rendered":"https:\/\/www.inpulse.com\/?p=1085"},"modified":"2019-05-13T11:04:19","modified_gmt":"2019-05-13T10:04:19","slug":"the-placebo-effect-of-leadership-communication%e2%80%8b","status":"publish","type":"post","link":"https:\/\/thirteencreative.co.uk\/inpulse21\/the-placebo-effect-of-leadership-communication%e2%80%8b","title":{"rendered":"The Placebo Effect Of Leadership Communication\u200b"},"content":{"rendered":"

Talking recently with<\/span>\u00a0a group of<\/span>\u00a0communicators f<\/span>rom the pharmaceutical sector, the conversation turned to\u00a0<\/span>the placebo effect<\/span>\u00a0<\/span>\u2013<\/span>\u00a0where medicines which have no active ingredient\u00a0<\/span>are given to patients for psychological rather than physiological reasons. In other\u00a0<\/span>words,<\/span>\u00a0the drugs themselves will have no chemical i<\/span>mpact, but often<\/span>\u00a0the belief that they are doing some good heartens the patient and this can aid recovery. I made the\u00a0<\/span>casu<\/span>al<\/span>\u00a0remark that we could probably say something<\/span>\u00a0similar about much<\/span>\u00a0internal communication\u00a0<\/span>\u2013<\/span>\u00a0the\u00a0<\/span>content can be<\/span>\u00a0secondary to the fact that it is happening which reassures people and makes them feel in touch.<\/span>\u00a0<\/span><\/p>\n

This not entirely se<\/span>rious comment sparked a more i<\/span>n-<\/span>depth discussion.<\/span>\u00a0J<\/span>ust as seemingly useless drugs can actually serve a very helpful purpose a<\/span>nd in some\u00a0<\/span>cases<\/span>\u00a0help\u00a0<\/span>people<\/span>\u00a0get<\/span>\u00a0better<\/span>, so too can communications which on the surface don<\/span>\u2019<\/span>t ap<\/span>pear to be saying much.\u00a0 At<\/span>\u00a0<\/span>times, it<\/span>\u2019<\/span>s the process of communicat<\/span>ion\u00a0<\/span>which is important, rather than the messages being shared<\/span>. T<\/span>his is especially the case with leadership communication.<\/span>\u00a0<\/span><\/p>\n

We have worked with\u00a0<\/span>several<\/span>\u00a0client\u00a0<\/span>organizations<\/span>\u00a0going through tough and comprehensive changes.\u00a0 Sometimes, it is hard to share inform<\/span>ation fully with employees, perhaps because plans are still being finalized, or in case of mergers and acquisitions, because of commercial and legal considerations.\u00a0 Leaders are faced with a dilemma\u00a0<\/span>\u2013<\/span>\u00a0do they continue communicating even though there is not<\/span>\u00a0much to say, or wait until the messages are clear.\u00a0 Many chose to stay quiet. Sometimes this is for the best of motives as they want to make sure that<\/span>\u00a0when they do communicate,<\/span>\u00a0they can give people the fullest possible picture. Other times the motives are<\/span>\u00a0more personal as the leader<\/span>\u00a0fears being exposed or caught out and\u00a0<\/span>appear<\/span>ing<\/span>\u00a0not<\/span>\u00a0to be<\/span>\u00a0in control.<\/span>\u00a0<\/span><\/p>\n

Whatever the reasons, we have seen tha<\/span>t large gaps in communication during<\/span>\u00a0periods of change are\u00a0<\/span>mostly\u00a0<\/span>vie<\/span>wed negatively.\u00a0 People are very unlikely to<\/span>\u00a0be ch<\/span>aritable and say to themselves,\u00a0<\/span>\u2018<\/span>it<\/span>\u2019<\/span>s all very complicated, and I<\/span>\u2019<\/span>m sure they will tell us what<\/span>\u2019<\/span>s going on as soon as they can<\/span>\u2019<\/span>.\u00a0 It<\/span>\u2019<\/span>s much more probable that<\/span>\u00a0they will be mutter<\/span>ing,\u00a0<\/span>\u2018<\/span>it must be terrible as they can<\/span>\u2019<\/span>t even face telling us<\/span>\u2019<\/span>\u00a0or\u00a0<\/span>\u2018<\/span>they all kno<\/span>w what<\/span>\u2019<\/span>s happening but they are keeping us in<\/span>\u00a0the dark to have<\/span>\u00a0the element of surprise<\/span>\u2019<\/span>\u00a0or perhaps even worse,\u00a0<\/span>\u2018<\/span>\u00a0they haven<\/span>\u2019<\/span>t got a clue what<\/span>\u2019<\/span>s going on<\/span>, that<\/span>\u2019<\/span>s why they<\/span>\u2019<\/span>re so quiet<\/span>\u2019<\/span>.\u00a0<\/span>\u00a0<\/span>Rumou<\/span>r<\/span>\u00a0and speculation can run wild, often with no one available to cha<\/span>llenge them or put another point of view.\u00a0<\/span>\u00a0<\/span><\/p>\n

On the other hand, w<\/span>here leaders do sustain\u00a0<\/span>communicat<\/span>ion<\/span>\u00a0during periods of uncertainty, we have seen it bring hu<\/span>ge benefits.\u00a0 Even when there is not much to say, keeping a regular pulse of communication,\u00a0<\/span>especially face to face, provides reassurance and consistency. Visibility of senior leaders in p<\/span>articular is<\/span>\u00a0crucial as people are comforted<\/span>\u00a0<\/span>t<\/span>o see and hear from those involved in shaping the changes and the deal<\/span>.<\/span>\u00a0If there is not much\u00a0<\/span>new to say, leaders c<\/span>an still do useful things such as\u00a0<\/span>field questions, reiterate timetables<\/span>, and share possible scenarios. P<\/span>erhaps most importantly<\/span>\u00a0they get the chance to<\/span>\u00a0ask questions themselves to find out what people are making of what<\/span>\u2019<\/span>s happening, how they are feeling and why.<\/span>\u00a0Of\u00a0<\/span>course, at some point, people will need more information and some hard facts.\u00a0 Our research shows, however, that during periods when there is not much to say, maintaining regula<\/span>r contact<\/span>\u00a0helps keep people focused,\u00a0<\/span>grounded and reassured and reduc<\/span>e the power of the\u00a0<\/span>inevitable rumour mill.<\/span>\u00a0<\/span><\/p>\n

Perhaps the biggest impact of sustained communication is on trust which is a crucial commodity during change.\u00a0\u00a0<\/span>We have seen trust levels decline rapidly when leaders are no longer visible, especially where\u00a0<\/span>previou<\/span>sly they had been known for regular and open discussions. Conversely trust can build quickly when leaders meet people and talk, especially if they share their own feelings and are prepared to be a little vulnerable. Trust in leaders is easily lost and then<\/span>\u00a0much harder to win back, yet it is the single biggest factor in how engaged people feel and their willingness to get involved in changes.<\/span>\u00a0<\/span><\/p>\n

At the end of our\u00a0<\/span>conversation we<\/span>\u00a0concluded\u00a0<\/span>that there is a valuable symbolic effect\u00a0<\/span>of<\/span>\u00a0sustained\u00a0<\/span>leadership communic<\/span>ation at times<\/span>\u00a0when there is not much to say. Even without an active ingredient\u00a0<\/span>\u2013<\/span>\u00a0some hard information\u00a0<\/span>\u2013<\/span>\u00a0regular communication has a powerful effect, rather like a placebo.\u00a0 We were just agreeing\u00a0<\/span>on that\u00a0<\/span>when one of the group said that perhaps the real ac<\/span>tive ingredient in leadershi<\/span>p communication is not the content itself,<\/span>\u00a0but the opportunity to discuss and raise questions.\u00a0 This ignited a whole new conversation which is perhaps a topic for a future blog.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Talking recently with\u00a0a group of\u00a0communicators from the pharmaceutical sector, the conversation turned to\u00a0the placebo effect\u00a0\u2013\u00a0where medicines which have no active ingredient\u00a0are given to patients for…<\/p>\n","protected":false},"author":2,"featured_media":1267,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_uag_custom_page_level_css":"","footnotes":""},"categories":[3],"tags":[],"class_list":["post-1085","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-leadership"],"acf":[],"yoast_head":"\nInpulse Blog \u2013 Employee Engagement Software<\/title>\n<meta name=\"description\" content=\"Find our blogs on the latest news on employees and business to improve your workplace and make it a more enjoyable place to work.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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Team","author_link":"https:\/\/thirteencreative.co.uk\/inpulse21\/author\/inpulse-team"},"uagb_comment_info":0,"uagb_excerpt":"Talking recently with\u00a0a group of\u00a0communicators from the pharmaceutical sector, the conversation turned to\u00a0the placebo effect\u00a0\u2013\u00a0where medicines which have no active ingredient\u00a0are given to patients 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