For Further Reading

Communication Issues

Larkin, T. J., and Sandar Larkin. “Reaching and Changing Frontline Employees,” Harvard Business Review 74, no. 3 (May–June 1996): 95–104. Planning a major change in your organization? If so, chances are you have arranged a huge rally, rousing speeches, videos, and special editions of the company paper. Stop. This sort of communication does not work. If you want people to change the way they do their jobs, you must change the way you communicate with them. Drawing on their own research and the research of other communication experts from the past two decades, the authors argue that senior managers—and most communication consultants—have refused to hear what frontline workers have been trying to tell them: ...

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