Change Communication in New Norm during COVID-19 Crisis

Abstract

Purpose: To study the type of communication messages to promote a new way of working in ILSAS.

Problem Statement: Malaysia announced its first COVID-19 cases on Jan 25 and cases are increasing day by day as a pandemic, COVID-19 caused the whole nation to adapt to the new norm. ILSAS as a training center will also have to adopt new ways of working. Without effective communication, people may not support the change. Thus, it is important that proper communications take place to encourage people to adopt the new norm. We could study the messages by KKM that has managed to get people to adapt to the new norm, as this will increase the acceptance of ILSAS staff to adopt a new way of working.

Design Study: Research on the type of communication messages from Malaysia’s Ministry of Health (KKM) during the crisis COVID-19 from the ADKAR perspective. Findings: The new norm is a new lifestyle that needs to adapt to whole nations, many industries need to design a new type of communication to ensure business continuity. As a part of the training center, ILSAS staffs need to be clear about their roles and responsibilities to adapt to the new norm. To ensure that people are ready to adapt to new norms, specific messages need to be issued at each ADKAR stage. This paper will suggest the type of messages to be delivered at each stage, based on the messages delivered by KKM during the handling of COVID-19.