- Seek first to understand – Listen well
- Healing, care and sympathy maybe needed
- Profile and segment your audience
- Empathically appeal to the head and the heart with communications
- Make the message mean something to each receiver
- Use more than one spokesperson and channel
- Communicate (even if you can only communicate when the next communication is due)
- Be straight and true (trust is very brittle during change) and too precious to break
- Involve and consult your middle managers (and check your leadership team are fully on board)
- Train them, tool them up and support them