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How to make best use of the grapevine

Rumours and gossip are an inevitable part of everyday life at work. Your organisation's informal communication network, the grapevine, draws groups together because of their common interests, fears, and shared beliefs. Indeed, it is a perfectly natural organisational phenomenon that fulfils the members' desire to be 'in the know'. If left unattended, however, malicious rumours on the grapevine can be very destructive. Conversely, properly managed, the grapevine can be used to your advantage…

1. Understand why rumours begin.

Your organisation's grapevine is very active and carries large amounts of information, at times inaccurate, with amazing speed. To deal with it, you must first know the conditions in your organisation fostering the spread of rumours:

  • lack of information and news
  • anxiety
  • faulty information
  • prolonged delays in decision-making
  • a feeling by staff that they cannot control circumstances
  • serious problems in the organisation
  • personal antagonisms.

2. Assess the importance of any rumour.

Before planning counter-measures, assess first the potential damage a particular rumour might cause. Often it is best ignored. Ask: 'What would happen if I did nothing?' If the spreading rumour is damaging, however, confer with the people primarily affected by it; assure them of your concern; and reveal your plans to combat the story. Move quickly to debunk the rumour by presenting the facts.

3. Combat misinformation - call a meeting.

It's always best to communicate face to face if possible. Written messages or those relayed by a third party aren't always understood. Conduct small-group meetings with staff or the community if necessary. Present the facts. This candid approach also provides instant feedback and an opportunity to clarify the situation immediately through questions and answers.

4. Adopt a positive stance.

Don't risk reinforcing the rumour by restating it. Try to avoid references to it when disseminating the facts. Never be defensive. Most people can sense when someone is masking the truth or clouding an issue in an attempt to dissipate a problem simply because it is unpleasant. Respond calmly and reasonably with details to destroy the credibility of those who would make irresponsible statements regardless of consequences. Hide nothing if you have nothing to hide.

5. Encourage people to call you.

If staff hear something injurious to the organisation or a departure from its policy, encourage them, through your newsletters and staff meetings, to contact you immediately.

6. Keep key players on side.

Stay in constant touch with key subordinates and opinion-leaders. Their friendship can be valuable when people are needed to support your position in a crisis. On such occasions, meet with those people and solicit their assistance to spread the truth via the grapevine.

7. Anticipate rumours before they start.

Probable staff, customer, or client concerns should be anticipated and defused before they ever become a hot grapevine item. Meet with key people; give them the real story; and guide their thinking. They can then spread the facts before anyone else can spread the rumours.

8. Communicate.

Very few of your staff think they get all the information they need. The grapevine is most active when information is scarce and demand for it is high. But when people believe that they are being kept informed of every detail of your organisation's operation - maybe even more than they want - the thirst for additional data from others is quenched.

9. Learn to use the grapevine yourself.

Alert leaders acknowledge the grapevine's existence and try to take advantage of it. For example:

  • Tune in to it and learn what people are thinking and feeling.
  • Feed it yourself using trusted colleagues, opinion leaders, and company advocates.
  • Mention some planned change in company routine; then wait to see what reaction occurs.
  • Feed good news into the system before it is officially released. This way you get a double effect: first, a good rumour increases morale; later, the official confirmation provides another boost.

10. Learn to live with the grapevine.

Don't try to kill the rumour mill - that's futile. It will always exist. Devote your energy instead to knowing what's on it, taking appropriate action, and fostering conditions within your company which do not fuel the fire of rumour-mongering.