How to Be Smarter About Communicating Change

Almost no industry is reeling from the pace of change more than healthcare.  Leaders at our client American Health Network have worked to keep an even keel by applying workforce analytics to enable managers to more effectively guide the change process.

AHN uses data about employees’ motivating needs and behavioral drives to develop a targeted communications strategy to match individual styles.  That data is provided by the Predictive Index® assessment.

“The Predictive Index is and will continue to be helpful in smoothing some of the edginess that comes with change by enabling our leaders to communicate information more effectively and in ways that resonate with employees,” said
Organizational Development Manager Monica Wearren.  “As new initiatives come down the pike in the market and in our company, the PI will be instrumental in making these processes much more manageable.”

Here’s an example:  AHN is constantly updating its approach to electronic records to keep up with all the new ways they can be used for patient care, to capture analytics and make process improvements. “With 1800 employees and 75 offices, a ‘one size fits all’ approach will not work,”  Wearren said.  “It is important that we can communicate to different people in different ways to ensure everyone gets the message.”

The Predictive Index assessment illuminates the different styles and preferences for receiving information that can complicate effective communication.  For example:

  • Some people prefer face-to-face communication while others prefer e-mail.
  • Some people prefer short bullet-points and actually struggle to listen or stay focused during presentations or announcements.
  • Others need a great deal more information – and time – to feel comfortable with a new structure, policy or process.
  • Some prefer the use of formal channels of communication and formats that stick to “just the facts.”
  • Others prefer fun, upbeat, feelings-oriented announcements and presentations that incorporate stories and visuals.

Using insight into the makeup of a team, department or division permits AHN managers and leaders to develop customized roadmaps for creating effective communication, ultimately improving staff engagement and performance.