WTW shares practical toolkit for employee communication during uncertainty
To help leaders ensure effective communications during today’s uncertain times, WTW has shared a toolkit that provides best practices, practical tips, and ready-to-use templates. The toolkit helps leaders maintain clear, human, and consistent communication with employees during periods of disruption.
In the current climate of conflict and uncertainty, the importance of effective communication cannot be overstated. Workforce pressure is mounting, and without clear guidance, employees can become confused, anxious, and unsure of what to expect. This can have a negative impact on the engagement, leadership trust and wellbeing of employees – and operational disruption for the organization.
“In situations like this, employees look to their leaders for three things: clarity, reassurance, and practical guidance,” says Tamara Walker, Director at WTW’s Change & Communication practice. With more than 15 years of experience, Tamara is an expert in how organizations can ensure that their workforces remain aligned with strategic goals through internal communication.
She emphasizes that the role of communication is often underestimated in times of disruption. “How leaders communicate during a crisis period has a direct impact on employee trust, wellbeing, and operational stability,” she explains.
Many organizations assume that providing practical instructions is enough. “Most organizations have likely already communicated the basics: work-from-home guidelines or at least one all-employee update,” Tamara notes. “But in times like these, more is needed. The challenge is different – it’s about sustaining trust, supporting people through prolonged uncertainty, and knowing what to say when circumstances change.”
Tamara adds that employees do not just receive information from leaders – they also pick up emotional cues. “During a disruption, how leaders show up matters as much as what they say. Visible, calm, and empathetic leadership can significantly boost employee resilience.”
In other words, leaders also need to master their informal communications too, demonstrating qualities such as approachability, transparency, and consistency in every interaction.
The Toolkit
The WTW toolkit has been specifically designed to help organizations communicate quickly and consistently in times of uncertainty – supporting employee wellbeing, building trust and confidence in leadership, and ensuring employees feel informed and reassured. Tamara walks through some of the essential tips included in the toolkit:
1) Start with clear guiding principles
Effective communication during uncertainty is anchored in five principles:
Be specific – share concrete actions, contacts and next steps.
Be clear – use plain language and state what is known and unknown.
Be consistent – align updates across leaders and channels so employees hear a single message.
Be human – acknowledge feelings and lead with empathy.
Be timely – communicate regularly, even if updates are brief. Silence creates uncertainty.
2) Use the right channels for the right purpose
During uncertainty, employees need predictable rhythms and channels. Create a clear plan including:
- Email for official updates, daily summaries and wellbeing reminders.
- Manager conversations for one‑to‑one check‑ins and personalized support.
- SMS or alerts only for urgent, time‑sensitive safety instructions.
- Leadership messages (global or regional) to reinforce priorities and connect dispersed teams.
3) Maintain a structured communication cadence
After the initial response, the challenge shifts to sustaining trust and supporting employees through ongoing uncertainty. A clear cadence helps:
Immediate actions
Leaders and the HR team should briefs managers, confirm business continuity plans, and provide wellbeing resources proactively.
Ongoing actions
Ensure employees receive daily updates following a consistent schedule. Managers should check in regularly with their staff, and across the organization/departments, global or regional updates should be provided every few days.
If the situation escalates
When things spiral, ensure communication remains factual and concise, and avoid speculation or reassurance on topics that are uncertain and may change. Center the focus of communications on what employees need to do immediately.
4) Avoid communication pitfalls
Even well‑intentioned messages can erode trust if handled poorly. Organizations should avoid:
Going silent
Even a brief “no change, next update at X time” message is better than no communication.
Corporate jargon
Messages like “we are navigating a dynamic situation” offer little clarity. Use plain, direct language.
Over‑promising
Predictions such as “this will be resolved soon” can damage credibility if circumstances change.
Focusing solely on operations
Failing to acknowledge employee wellbeing sends the wrong signal about organizational values.
Leaving managers unsupported
Without guidance, they may avoid conversations or inadvertently go off‑message.
Conclusion
During this period of regional uncertainty, clear, consistent and human communication – even when information is limited – directly contributes to employee resilience and organizational continuity.
Handled well, ongoing communication during uncertain periods helps organizations maintain workforce stability, reduce anxiety and confusion, strengthen trust in leadership, support employee wellbeing, and minimize operational disruption.
