426 Part 6 employee relations 1 They are a vital part of any change management programme. If any change is proposed in terms and conditions of employment, HR processes such as contingent pay, working methods, technologies, products and services or organization (including mergers and acquisitions), employees need to know what is proposed and how it will affect them. Resistance to change often arises simply because people do not know what the change is or what it implies for them. 2 Commitment to the organization will be enhanced if employees know what the organization has achieved or is trying to achieve and how this benefits them. 3 Effective communication generates trust as organizations take the trouble to explain what they are doing and why. It should be emphasized, however, that these three benefits of good communications will only be realized in full if employees are given a voice ­ the opportunity to comment and respond to the information they be presented systematically on a regular basis and be as relevant, local and timely as possible. Empathy is required by management in the sense of appreciating the concerns of employees and what they want and need to hear. Possible reactions to proposed changes should be assessed and anticipated in the communi- cation. Attitude surveys can be used to find out what information employees want and where they feel there are any gaps that need to be filled. A variety of communication methods will be needed: spoken and written, direct and indirect. Face-to-face communication to individuals or groups is both direct and swift and it provides an oppor- tunity to gauge the reactions of people who can respond on the spot and ask questions. But it should be supplemented by written material or intranet communications where the information is particu- larly important or complex. Written communication is most effective when the information is important, the topic requires detailed and accurate explanation, the audience is widespread or large, and there is need for a back up to face-to-face communication or a permanent