Apparently, there are five languages of love.
People express and perceive love and care in five different ways. For some it's gifts, some physical gestures, and others prefer language, actions or quality time.
I think change managers speak all love languages, fluently.
Wherever we can, we do our best to communicate to stakeholders using their preferred methodologies. It's in our bones. We know if stakeholders need a forum to vent, need a hug, or if we need to get a budget for muffins.
We do it at work and for our loved ones.
The fabulous Mr Superhero, however, thinks differently. When I lament at his lack of expressed love, he'll say.
"I told you I loved you in 2014; I'll let you know if it changes."
The linear thinkers amongst you may say he has a point.
"Why do we need constant re-enforcement for a communicated and understood message?"
Because there's power in a pulse check.
We want to know if we're going in the right direction and supported.
The simple thumbs-up gesture quickly communicates positive reinforcement. - Imagine a Mum standing on the sidelines of a footie pitch giving their kid a thumbs up before taking a penalty shot.
So, whether written or physical, you want to pulse check often. The power of a pulse check in your project is threefold.
a) Your audience knows someone is on the sideline rooting for them.
b) Leaders are satisfied with success metrics.
c) You validate your approach and gain respect.
So, how do we pulse-check project performance?
A pulse check is not a survey. Most surveys are flawed because:
Typically, we have too few respondents to get meaningful metrics.
Your lack of experience means you ask the wrong questions.
You need to be a whiz with Excel to extract meaningful metrics.
Gathering information via surveys often takes time.
Don't waste people's time. You're also inviting dissent. They'll be enraged if you ask them how they feel but lack the power or support to act on their feedback.
What's the alternative?
Visualise those big pressable buttons with faces you sometimes see as you exit public toilets. That is what you're after.
One press indicates your satisfaction with the facilities.
One press! And anonymous.
You're aiming for a single action, representing the thumbs up or thumbs down gesture. You can use your survey software but need a quick way to fire up the survey and respond.
Pulse checks facilitate early intervention. If 80% of people hated the webinar training on day one, you can quickly take action and try something else on day two.
Ideas 💡
Show a QR code during an LT update. The audience scans and provides instant feedback via their phones.
How about having a whiteboard where people are encouraged to write a comment on a post-it and leave a comment?
Have two containers in your lift lobby where people drop a token on their way out to indicate whether they had a good experience of your project roll-out today or this week.
You can add a Microsoft Form and QR code directly onto your PowerPoint slide.
Change Managers are a creative bunch. Put your thinking cap on and find a way to implement an anonymous single-action pulse check.
But don't stop there.
You need to measure at multiple intervals.
You'll need baseline information. Where did they start? Where are they now?
What's next? Call out the action this pulse check drives? What do we start, stop and continue?
Providing your LT with data from one pulse check is no use. You need to map the journey and tell them explicitly what this information means.
Before we started, 75% of staff reported system outages impacted their productivity.
Before the pilot, 55% of staff felt optimistic about the new functionality.
After training, 60% of staff reported they needed more support.
Following refresher training, 89% of staff reported they were more productive.
It's your job to communicate the insights.
"Our pulse checks prove the technology is welcomed and increases productivity, but only if we can continue to provide floor walkers and bitesize learning. I recommend...."
Oh, the possibilities.
You could install feedback tablets around the house to get a glimmer of recognition for the work your family doesn't notice.
In Summary
Pulse checks are an instant two-way communication vehicle.
Find creative ways to make them simple and instant.
Plan a pulse-check journey to ensure it will deliver meaningful metrics to everyone involved.
Intervene early when the results are different from what is expected.
As for Mr Superhero, This Christmas, he got me a bracelet with three charms. 'I', '💖' & 'U'. And said, "I might not tell you I love you enough, but wear this, and you'll know every day."
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Sharon Connolly is the founder of Change Superhero. She provides coaching, support and training for Change Managers and works with clients to set up change frameworks and communities. Find out more at www.changesuperhero.com.au
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