Last updated on Sep 6, 2024

How do you handle employee feedback and questions on benefits changes in a timely and respectful manner?

Benefits changes can be challenging for both employers and employees. Whether it's due to cost, compliance, or market conditions, you may need to adjust your benefits offerings from time to time. But how do you communicate these changes to your employees in a way that is timely, respectful, and transparent? Here are some tips to help you handle employee feedback and questions on benefits changes effectively.

1 Plan ahead

Before announcing any benefits changes, it’s important to have a clear and consistent plan for how and when to communicate them. This plan should take into account the scope and impact of the changes, such as how they will affect different groups of employees. Additionally, consider the timing and frequency of the communication, as well as the channels and formats you will use to deliver the message. You should also think about the tone and style of your communication, aiming to convey the rationale and benefits of the changes while acknowledging any concerns or emotions of your employees.

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kevin parkins

I am a customer experience obsessed sales and marketing professional.
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Before implementing any changes, communicate clearly and transparently about the upcoming adjustments. Explain the rationale behind the changes, the potential impact on employees, and the timeline for implementation. Utilize various channels like emails, town hall meetings, or Q&A sessions to reach all employees. Establish dedicated channels for employees to voice their concerns, ask questions, and provide feedback. This could be through online forums, suggestion boxes, or direct communication with HR representatives.Acknowledge and address employee feedback promptly. Set clear expectations for response times and ensure that all questions and concerns are addressed thoroughly and respectfully.

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Edgard Morangon Vasques

Coordenador de Recursos Humanos | Especialista em Remuneração e Benefícios | Controladoria | Planejamento e Orçamento | Business Analytics | Gestão de Equipes | Governança
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Considero importante que, no início do planejamento para troca de benefícios, seja feita pesquisa com os funcionários para coleta de percepção com o atual benefício. Os feedbacks terão informações valiosas sobre desejos de melhorias e que podem ajudar, inclusive, na comunicação da efetiva mudança do benefício, com embasamento dos números obtidos com a pesquisa.

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2 Be clear and honest

One of the most important aspects of communicating benefits changes is to be clear and honest about what is changing, why, and how. Avoid using jargon, acronyms, or vague terms that may confuse or mislead your employees. Instead, use simple and direct language that explains the changes in a factual and respectful way. For example, instead of saying "We are restructuring our health plan to optimize our resources", say "We are changing our health plan to reduce our costs and offer you more options". Also, be upfront about any trade-offs or drawbacks that the changes may entail, such as higher deductibles, lower coverage, or longer waiting periods. Don't sugarcoat or hide the negative aspects, as this may damage your credibility and trust.

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Matt 💰 Ragudo

Showing Insurance Agents how to unlock untapped revenue with a 90%+ participation in Employee Benefits, without any selling or servicing.
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Many times employees will automatically think they are getting the short end of the stick, even though they could be getting more. My wife recently showed me how their PTO was changing and she thought, due to how it was worded, she was losing 6 PTO days, when she actually was gaining 6 PTO days. Provide your employees with context. And examples. Heck, even infographics and pictures. Make sure all the documentation is looked at and, if someone who hated working their read it, and came out with something other than what you intended, reword, and rework it.

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3 Listen and respond

Another key aspect of communicating benefits changes is to listen and respond to your employees' feedback and questions. Don't just send out a one-way announcement and expect your employees to accept it without any input or discussion. Instead, create opportunities for dialogue and engagement, such as through surveys, polls, forums, or Q&A sessions. Encourage your employees to share their opinions, concerns, and suggestions, and acknowledge their feelings and perspectives. Also, be prepared to answer their questions promptly and accurately, or direct them to the right resources or experts. If you don't know the answer, don't guess or make promises that you can't keep. Instead, say that you will find out and get back to them as soon as possible.

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Guy Westermeyer

Helping companies achieve more from their communications | Benefits Communications | Employee Communications | Marketing Communications
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A great way to handle the feedback loop is via an online portal or intranet. In many cases, the client will want to review the questions and proposed response. While this takes a bit of time it can be done efficiently if you commit the resources to it. The feedback loop helps not just the employee who asked the question, but the other 20 employees who had the same question. We will also use those questions to help shape future outbound communications. Again, not everyone is looking at the Q&A or chat. So, the feedback loop can help provide valuable insights to what employees are thinking.

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4 Provide support and guidance

Communicating benefits changes is a continuous process that needs your and your benefits administration team’s support and guidance. Don't assume that employees will understand or remember all the details and deadlines. You should provide them with easily accessible information and tools to help them make decisions and take action. For instance, create a website or portal with summaries, comparisons, calculators, or enrollment forms. Additionally, offer personalized assistance or counseling to those who need help with understanding or choosing their benefits options, such as through phone calls, emails, chat, or video calls. Moreover, send reminders and follow-ups to employees about important dates and steps to enroll or change their benefits plans through email, text, or push notifications. By following these tips, you can handle employee feedback and questions about benefits changes promptly and respectfully while fostering a positive relationship with them.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you handle employee feedback and questions on benefits changes in a timely and respectful manner?

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1 Plan ahead

2 Be clear and honest

3 Listen and respond

4 Provide support and guidance

5 Here’s what else to consider

Benefits Administration

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