CCP Internal Communication & Change Management Flashcards
6 cards from real CCP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 CCP Internal Communication & Change Management flashcards as text
In change communication, 'manager effectiveness' is critical because managers:
Answer: Are the most trusted source of information for most employees and translate strategy into local context
Research consistently shows that employees trust their direct manager most, making manager communication the most influential channel during change.
What is the role of 'listening posts' in an internal change communication strategy?
Answer: Structured mechanisms to gather real-time employee feedback and surface emerging concerns
Listening posts — such as pulse surveys, manager feedback loops, and forums — allow communicators to detect and respond to concerns before they escalate.
Which approach best addresses the 'rumor mill' effect during organizational change?
Answer: Proactive, frequent, and transparent communication that addresses known concerns before speculation fills the void
Rumors thrive in information vacuums, so filling that space with timely, honest communication is the most effective countermeasure.
The concept of 'stakeholder salience' in change communications refers to:
Answer: Prioritizing stakeholders based on their power, legitimacy, and urgency of their stake in the change
Stakeholder salience theory (Mitchell, Agle & Wood) helps communicators prioritize engagement based on three attributes: power, legitimacy, and urgency.
What does 'communication saturation' mean in the context of change programs?
Answer: The point at which employees are overwhelmed by too many messages and begin to disengage
Communication saturation occurs when message volume exceeds employees' capacity to process information, leading to disengagement or message fatigue.
When measuring internal communication effectiveness post-change, which outcome measure is most meaningful?
Answer: Sustained adoption of new behaviors and processes 90 days after go-live
Sustained behavioral adoption is the ultimate proof that communications successfully drove understanding, buy-in, and lasting change.