The biggest lesson in change management is that things are always changing. Once we accept that reality, we can usually chart a course from the best frame of mind. That’s exactly what Delta had to do in 2020 as the world shut down, and it lost 95% of its revenue almost immediately. For a company of ninety thousand employees, the human and business costs multiply quickly.
I recently heard Delta’s former Chief Customer Experience Office, Bill Lentsch (now retired), speak to the 1st Tuesday group at Carlson School of Management. The insight he shared about how Delta navigated during this crisis and into the post-crisis-always-changing climate was invaluable. His words also matched some of the narratives I’m constantly navigating with my executive coaching clients. Three words rose to the surface from his remarks: Communication, Listening, Alignment. Let’s look at each one and why their lessons are important whether you’re dealing with a crisis or focused on navigating a more successful day-to-day pattern.
Communication: When leaders are transparent and share information easily, employees will feel part of a thoughtful culture and be more inclined to act for the benefit of everyone. Bill Lentsch shared how a “a very strong culture is what allowed Delta to succeed.” I couldn’t agree more with that assessment for any organization that wants to build loyalty and grow their brands. Communication is not a one-way street. All parties need channels for communication and empowerment to use them. Leaders who ensure they take feedback seriously will come out ahead.
Listening: The often forgotten sibling, listening is a major communication asset. When you listen for understanding and with empathy, your secret sauce for success is baked into what follows. You may have experienced leaders who ask for feedback and even gather it in a town hall or video meeting. But when employees never see the results of that feedback or how it’s implemented back into work life, they will never feel heard. Trust breaks down. Lentsch pointed out how flexible Delta employees were through the 2020 crisis because they not only felt like their feedback mattered, but they also had insight from leadership about why particular actions were chosen.
Alignment: This is a word that is talked about often but not always internalized. Employees will follow a leader when they are given a visual about the game plan–short-term and long-term. When a leadership team is able to create a strategy and communicate to all employees about why a particular course is charted, employees can get onboard without confusion and start to develop investment in final outcomes.
Do you have a change management success story? Drop me a line so I can share your big tips with others: roshini@roshinigroup.com
