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respondent B explained that the company might have an idea but decide to get an expert from outside to implement it since it is not possible to have all the expertise. In addition, respondent B stressed that the responsibility of management during the implementation of change is to monitor the process to ensure change is on track. Moreover, respondent B also pointed out that leadership monitors the change implementation to keep in track targeted objectives. Additionally, respondent E acknowledged that although change of behaviour is difficult for many people, it is one of the fundamental elements of change implementation. In addition, respondent E pointed out that it is important for everyone in the organisation to learn new competencies that are required and change the behaviour to adjust to the new way of doing things in order for change to be successful.
Additionally, respondent B explained that the implementation of change is specific, focused and planned. In addition, respondent B further pointed that the benchmarking is used to measure the progress of change implementation. Moreover, respondent B noted that leadership ensures that employees are equipped and capacitated to implement change, while responded E suggested that new competencies should be developed to drive change.
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It was revealed in the study that WhatsApp is also used as a communication tool between organisational members and management to convey change message as they saw it as an opportunity and a more effective tool. These finding also point to the informal communication that the organisation uses to discuss change. In addition, the findings from the organisation under suggest that, communication is a two-way process in the organisation where management fully engage the staff on everything that it is happening and also get feedback from employees. In support of these findings, according to Christensen (2014), effective communication of change and information strategies is key to the successful implementation of change. In line with the WhatsApp communication, Berjon (2015) explain that WhatsApp is described as an instant messaging App that is less costly and that can be used in workplaces by co-workers to collaborate and communicate and it can be argued that the organization understand is making use of WhatsApp because of its benefits and advantages of cost-effectiveness. Malgas and Henrie Benedict (2017) also add that there are various ways or strategies in which leadership can communicate during change and gave an example that because communication must always happen during change the best way to communicate is through having conversations with employees. Malgas and Henrie Benedict (2017) posit that, organisations should use communication as a tool to explain and promulgate planned change initiatives to the employees. In addition, leadership should enable effective two-way communication of the change and give a timely response to issues that arise (Malgas and Henrie Benedict, 2017). Moreover, the conversations enhance employee’s participation in the organisation and facilitate consensus if there are areas of disagreements (Malgas and Henrie Benedict, 2017).
In addition, the study also suggests that the company under investigation adopted an open-door policy which allows the flow of ideas both from bottom-up and top-down and this allow employees to give their ideas and input about change, and it further indicates that, leadership also adopted an inclusive approach and continuous engagement with employees. The findings suggest that leadership empower the employees and give them the latitude to make decisions as they are entrusted to take leadership roles and make a contribution. According to the study by Zafar and Naveed (2014) the modern-day organisations are now involving employees in the management decision-making process,
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as opposed to the top-down approach, through the involvement approach as suggested by the authors, employees are involved in the strategic planning and the implementation of change and this is believed to have a positive impact on the organisation.
It is evident from the study that communication of change message is regarded as one of the most important elements of change management in the organisation under investigation as the viewpoints of participants overwhelming suggest. In support of this view point about the significance of communicating change, Petrou et al. (2018) argue that scientists and practitioners share the same view that communication during change is the most effective strategy to enhance employee adjustment to change. Petrou et al.
(2018) also describe communication as a process of encouraging and convincing employees to embrace change. Krapfl and Kruja (2015) suggest that one of the essential characteristics of effective leadership during change is that leaders should communicate as clearly as possible providing all the necessary information to subordinates.
Furthermore, van Dierendonck and Sousa (2016) add that, the characteristics of effective change leadership comprise of, empowerment of employees, open communication, leader’s empathy, and satisfying employee’s needs.
In addition, the respondents clearly emphasised the importance of involving employees in the communication of change. Furthermore, to support the findings, the respondent’s views regarding the communication of change are discussed as followers; respondent A suggested that change is driven by the input from employees, while responded B also stated that they engage employees for input regarding change. Furthermore, respondent C explained that as leaders they involve employees on a proactive basis to discuss change. Moreover, respondent E pointed out that, leadership ensures that employees input is taken into consideration during change. Additionally, respondent F pointed out that they bring everyone together to discuss change, while responded G also support others views by acknowledging that they include all other people in the organisation when communicating change. In addition, while respondent D acknowledged the importance of communicating change, his viewpoint focused on communicating the purpose of change.
In addition, respondent D also pointed out in general terms that, the biggest problem in change management is that most companies do not communicate the purpose of change.
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Furthermore, Responded A explained that their organisation is small, and they have a flat structure which makes communication easy because the message does not have to pass through many layers. Similarly, respondent C also added that the organisation is small, and it is relatively easy to put the message across. The majority of respondents suggest that the communication of change is effective and efficient in the company considering the absents of many layers and a tall structure, therefore feedback reaches management faster as employees are given the platform to give input.
Additionally, respondent B pointed that communication of change is a two-way process, whereby leadership engaged employees regarding change and they also get employee’s feedback. Respondent B further stated that, written, verbal and policies are part of communication methods among other things.
The use of WhatsApp as a communication tool for change was supported by respondent A who stated that they decided to call an exco meeting a WhatsApp meeting to ensure everyone is part of the discussions. In addition, respondent G also explained that the use of WhatsApp makes it easy to communicate in the company. In addition, respondent C’s viewpoint also supported the use of informal communication as he pointed out that, they hold very informal management discussion. Moreover, respondent G stated that informal communication makes it easy to communicate.
This is supported by the view of responded A who pointed out that, their approach is not bottom-up or up down, but to do a flat approach so that everybody’s opinion is as important as the next person, and in some areas the leadership is taken by for example the Analyst. Furthermore, respondent A, B, C, E, and F agreed that change is communicated by engaging staff to get their input about change.