Resistance: we have all experienced resistance in some shape or form in our daily lives. It’s also likely you’ve experienced resistance to change management within your organization. People, by nature, can be hesitant about any change to the status quo, especially if the “why” for the change isn’t clearly communicated. This is the reason effective change management is important for organizations looking to avoid disruptions to productivity or efficiency that can stem from resistance. Change needs to be managed.

Organizations are constantly changing. New technology implementations bring new ways of working; restructuring of departments bring new processes and reporting structures; mergers and acquisitions bring cultural and technological changes, etc.  Whatever the reason for the change, success is rooted in employees adopting the new system quickly to achieve the desired Return on Investment (ROI).  Any organizational project that involves significant change in processes, technology, organizational structure, or culture requires a strategy and plan to ensure the change is successfully adopted.

Why do people resist change?

Within any organization, resistance can be seen in a myriad of ways, including how people feel that the change will impact their work or if there is a lack of credibility of the people communicating the change. What is the track record of the person delivering the communication? What were the results of the past implementation? Was it a success? Have all the impacts of the changes been captured, and are there plans in place to help the organization navigate the changes?

Resistance occurs when a fear of the unknown exists. When employees are unsure if a new process or solution will work, they’re more likely to resist the change, reverting to old methods and refusing to adopt new ones. Sometimes employees are fearful that they won’t be successful in the new way of working. Other concerns might too many changes being implemented at the same time. As a result, barriers to success are inserted into the project that need to be managed and mitigated to avoid incurring potential costs and risks, such as a delay in work or a gap in productivity.

Change Management Strategies to Overcome Resistance

Here are some change management strategies leadership can consider as they work toward successful implementation:

• Ensure the vision is defined and everyone on the team can articulate the vision. Keep the benefits of the project up front and visible. This is critical to keep the organization moving in the same direction and helps to keep the stakeholders aligned.
• Define Key Performance Indicators (KPIs). Use the KPIs to measure the success of the project toward achieving its goals and to transparently communicate progress.
• Communicate, communicate, communicate:  Give your employees as much information as you possibly can. Be open, honest, and genuine about what to expect. Develop key messages and talking points to ensure the messaging around the change is consistent.
• Have a plan and be flexible in adjusting the plan. Without a plan in place, you’ll struggle to get everyone on board with the implementation. Thinking through a strategy that also provides for flexibility when things don’t go as planned is key for a successful transition.
• Be active and visible. Try Management by Wandering Around (MBWA). Of course, that was simpler before the COVID-19 pandemic, but leadership can still use techniques to be present and engaged with employees outside of formal planning or implementation meetings. Jump on a Zoom call, even if you aren’t staying for the entire meeting. Pop in and say a few words. Be attentive. Be there.
• Provide feedback loops. While some decisions can’t be changed, organizations still need to listen to employees’ concerns. Surveys or focus groups can provide valuable insight into employee hesitation, a useful mitigation strategy.
• Celebrate the milestones. Look for quick wins. Celebrating your team’s success, no matter how big or small, demonstrates to your employees that you are committed to the organization, even amidst a change.

The success or failure of any change comes down to the people. Are they prepared? Are they engaged? Are they supported? At Clarkston Consulting, our team has experience helping companies navigate change within organizations to mitigate resistance and ensure continued success.

Contributions from Clarence Thomas