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Change Designs


July 2018
Practical expertise @ work.
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When communication is a powerful leadership tool.


Why is it that with so many different forms of communication available to us, it has become more difficult to communicate clearly with our customers, employees and other stakeholders?

In our first blog post, we share a customer's experience of dealing with a company that offered twelve different communication channels and still was unable to communicate effectively with its customers. We look at how misaligned systems and processes creates a spaghetti approach to communication. And how this in turn, impacts on customer experience.

In our next article, we look at how leaders use communication as a lever for creating the future. Ken Ideus provides a definition of communication for leaders, as well as seven steps authentic leaders use when communicating to employees and customers.

In the third article, Ken Ideus shows what causes communication to fail. He shares the barriers to communication created by both the talkers and the listeners in a conversation.

In our fourth section, we look at how to develop a communication plan for a change or project. This member tool shows you what and how to communicate to different stakeholders of a change, during different phases of a project.

We hope that these articles, guides and membership tools will help you to use communication as a powerful leadership lever.

The Change Designs team

Alignment, communication and customer experience.



How strategic alignment affects communication

Spaghetti systems, communication and customer experience.

Many organizations, in their quest to provide their customers with cost effective e-solutions, are allocating their best and brightest people to building on-line systems and apps, and engaging with customers via social media or on-line chats. Older operating systems and staff in call centers, and those dealing with customers by email, are often neglected.

In the transition between on-line and off-line operating systems, many companies are developing misaligned 'spaghetti systems' that frustrate and confuse both their customers and employees.

This article shows the danger of pasting a variety of communication channels onto misaligned systems and how this spaghetti approach affects both communication and customer experience.

How strategic alignment affects customer experience

What is communication then?


What is communication.

How authentic leaders see the purpose of communication.

In this article, Ken Ideus looks at how communication can become a powerful tool for authentic leaders. He states that "If leadership is about the future, then the purpose of communication must be about facilitating the creation of that future."

Ken then breaks down the process of communication for leaders into seven steps. The first step is for the leader to be very clear in his own mind about what he wants to accomplish when communicating.

What is communication?

Eight barriers to communication for authentic leaders.


Where communication goes wrong.

How to overcome barriers to communication.

Authentic leaders have a clear intention about what they want to accomplish when communicating with employees, change agents, managers or customers. In this powerful article, Ken Ideus looks at eight barriers that cause a leader's communication to fail. From having a missing or unclear intention, through to not providing enough time for listeners to absorb the message.

Then Ken Ideus provides practical hints leaders can use to overcome each of the common communication barriers.

Barriers to communication.

A leader's guide to communicating during a change




How to communicate during a change or project.

How to develop a change management communication plan for a project.

The way a leader communicates during a project, can turn the communication process into a powerful tool for change. Communication during a project can be designed to remove apathy, resistance, a lack of trust and confusion amongst different stakeholders around a change. A powerful communication plan, can also build excitement, motivation, pride and confidence amongst employees, managers, change agents and other stakeholders of your change.

This member tool provides eight phases of change in a typical project. For each phase, it provides information about:

  1. The goal or intent of communication for each phase of change.
  2. Which stakeholders you should communicate with. e.g. Employees, managers, change agents, technical help desks, customers and your internal change team.
  3. What each stakeholder wants to hear at this stage of the change or project.
  4. What you need to communicate, and how to communicate with each stakeholder.
Member tool: Develop a change management communication plan.

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