One of the biggest dilemmas is how to best communicate major changes to their followers. Specifically what to communicate and when is a tough choice.
In fact, this can put the leader in a very difficult situation, and often each option looks equally bad. This can appear like a problem with no satisfactory solution. Tell too much and people might react inappropriately, too little and fear and uncertainty set in.
I don’t know
During my working career, I have experienced many major changes within the organization I have been a part of. Also significant changes in government and culture have occurred over time.
In each case, my observation is the worst possible response for leaders of the change is “I don’t know, haven’t figured it out yet”. While this may be accurate it is very disconcerting to the followers and usually erodes trust and creates additional anxiety.
The dilemma in this situation is often about disclosure. Perhaps it is too early to disclose all you know and you don’t want to lie or perhaps you really don’t know.
How you say it
I agree lying or making stuff up to calm people at the moment is the worst possible tactic but straight-up waffling or giving political answers that really do not address the question to just saying I don’t know directly is really a bad approach.
There are many ways to communicate about things you don’t know or are unwilling to share at a given time that put a positive spin on the situation and most importantly do not imply the presence of secrecy ( secrecy can be very disturbing to followers).
So don’t prevaricate but also be clear about what and when you will disclose, listen closely to the messages of your followers and be empathetic to their needs in your responses.
