Following is an excerpt from a speech by a CIO at a large corporation. Read this excerpt and list some stylistic guidelines he uses to communicate the bad news clearly and respectfully.
I'm sure there will be some changes. Some people will get different assignments. Some people will move from A to B. What I want to accomplish is local control, local accountability, local P&L responsibility. I don't want to lose some of the benefits of the centralization that we've done in other areas. And Tom Shockley and his team have the assignment to get that done on a very short order.
But I want you to hear this from me, and I want everyone to understand this: This is not a game in trying to downsize the organization by restructuring and all of that. If we ever need to downsize the organization - I don't think we do - you'll hear it from me, and you'll hear it from me first. You'll hear why, and you'll hear how. I would never play that kind of a game. I hate to bring it up because right away the rumor mill says, 'Uh, oh. He talked about downsizing.' No, he isn't. What he's saying is I think this is a better way to run these businesses. I think we do much better by getting closer to the customers, by putting that responsibility back here with you all. And if I felt this was too chunky of a place - we needed to slim it down by a hundred people - I'd be the one to tell you why, and I'd be the one to tell you how. And you can count on that.
Some people might be affected. You might be manager of this today and manager of that tomorrow. But we just want to get it back so we're closer to the customer in making those decisions.
Focuses on audience's need to be informed. Focuses on audience's need to be respected by showing confidence in readers ... by putting that responsibility back here with you all.
Focuses on what he can do for audience But I want you to hear it from me ... you'll hear it from me, and you'll hear it from me first ... And if I felt this was too chunky of a place ... I'd be the one to tell you why, and I'd be the one to tell you how. And you can count on that.
Honest I'm sure there will be some changes... you'll hear it from me, and you'll hear it from me first. You'll hear why, and you'll hear how. I would never play that kind of game... You might be the manager of this today and manager of that tomorrow.
Genuine, uses his own style in vocabulary, metaphors, and emphatic language
Specific, in his rationale What I want to accomplish is local control, local accountability, local P & L responsibility... But we just want to get it back so we're closer to the customer in making those decisions.
Aware of audience, uses an informal style to get closer to his audience and addresses their specific concern This is not a game in trying to downsize the organization... I hate to bring it up because right away the rumor mill says 'uh oh. He talked about downsizing.' No he isn't.
Confident And if I felt this was too chunky of a place... I'd be the one to tell you why, and I'd be the one to tell you how. And you can count on that.
Doesn't stress what he can't do
Doesn't over-emphasize the negative in letting audience know there will be changes
Doesn't apologize for being clear and honest
Doesn't tell audience how they should feel
Source
Taken from communications from Mike Moore, CIO, American Electric Power
