Transform Resistance into Support During Organizational Change Organizational

Transform Resistance into Support During Organizational Change

Organizational Change • 70% organizational change efforts fail • Change is constant in a dynamic environment • The only certainty is continuing uncertainty • Need change to stay competitive & profitable Prentice Hall, 2002

My Communication Connection • • Ph. D in Organizational Communication Corporate Trainer TV News Anchor Professor

Types of Organizational Change • Normal business cycles • Crisis • Planned: current ways ineffective

Vision & Communication • Create vision – Purpose – What will be accomplished – How it will benefit everyone – Needs to be relevant & realistic • Communicate vision

Vision & Communication • How change is communicated is important because…. . – Will only succeed if everyone is committed, not just upper management – Needs buy-in from all levels – Managers need to effectively communicate vision & need support in doing that • Build communication systems into everything to continually communicate the vision

Planning & Preparation • Analyze, assess, & anticipate: – Benefits vs. costs – Impact on existing processes & systems – Potential problems with systems & people – Impact on employees • especially those most affected • Develop step-by-step plan for integration

Communication in Planning Stage • Anticipate communication issues • Prepare for full range of reactions • Plan for arguments from those who “lose” – Be proactive – Ready to respond

Motivate Employees • Overcomes resistance • Need sense of urgency or will cling to status quo & resist change • Gain support – Powerful group of leaders need to be on board – Passive resistance from a few can sabotage efforts

Implementation & Momentum • Implement – Test run in unit that is prepared – Follow step-by-step plan for implementation & integration – Ongoing correction, training, coaching, soliciting input • Sustain momentum – Ongoing support from leadership – Reward & recognition programs

Communicating Change • Communication needs to be: – Face-to-face – Comprehensive • Communicate criteria for successful change outcomes – Make adjustments • No response is never a good response – Leads to rumors – “I don’t know” is better

Reactions During Change • Ownership • Uncertainty • Resistance

Why People Resist Change Prentice Hall, 2002

Resistance • • • Fight or flight Uncertainty triggers defensiveness & resentment When in doubt, we don’t act Mistrust Overwhelm, lower productivity

Sources of Resistance • • • Perceptions of personal threat Cost outweighs benefit Mismanagement Previous experience with failure Complacency

Sources of Resistance • Organizational conditions (toxic, competition, etc. ) • Decisions handed down • Lack of communication

Employee Concerns • Employees less concerned about financials, targets, etc. • Want to know impact on them & their jobs – Will they still have one? – Will it be substantially changed? – Easier or more difficult – WIIFM

Employee Concerns – Wishing a different part or level of the organization would change – Finger pointing, blaming – Impact of power shifts across groups & management What can we do?

Importance of Listening • Employees don’t feel heard • Listen to employees – To their fears, concerns – They need to feel heard – Need to feel valued – Need to feel some sense of control due to the loss or fear of loss

Gain Support by Listening • Gain employee support during implementation – Involve them – Include in decision-making process early on – Encourage participation from employees at all levels – Listen to their feedback, input, recommendations – Use their input – Ongoing involvement • Check for Understanding

Effective Communication • Manage successful organizational change – Consider (determine) how, when, & who change is communicated to – Consider timing and channel – Match message to medium (not email)

Effective Communication • Explain why • Clearly explain impact on their jobs • Fill in the blanks or they will make stuff up & start rumors • Alleviate fear & reduce uncertainty through clear communication

Communicating Benefits • Discuss openly & honestly – How it will improve things – Make jobs easier – Benefit everyone – If not, be honest • Benefits of selling benefits – Increase enthusiasm – Overcome resistance

Smooth Transition • Open communication across hierarchical levels • Build shared purpose • If possible consider incremental change – Refine & adjust in process – Easier acceptance

Why Change Fails • • Lack of management support Top managers forcing change Inconsistent actions by managers Unrealistic expectations – Develop realistic approaches – Realistic timeline expectations

Why Change Fails • • Lack of participation Purpose unclear Responsibility for change not identified Poor communication

Communication Mistakes • Not enough communication, a few meetings & memos • Leader gives lots of speeches & communicates, but managers are silent • Withholds information • Information passed down through hierarchical levels • One big company announcement at one big company meeting • Behavior doesn’t match the vision or what is said

Avoid Communication Mistakes • Give clear explanations • Need continual & direct communication • Don’t use 1 -way communication: memos, emails, etc. be present to answer questions • Inadequate training (especially in communication): ask questions

Organizational Culture • Bring organizational culture into alignment with change – Transform how organization and employees view change – Ensure management supports change – Use best leadership practices – Change needs to be incorporated into culture – Succession decisions are key to maintaining change

Organizational Alignment • Leaders model behavior expected of employees • Reward people for alignment with vision • Need: respected leaders, motivated people, collaboration

Contact Information Patty Malone, Ph. D 949. 200. 9064 info@drpattymalone. com www. drpattymalone. com • Training • Speaking • Communication Audits • Assessments “Communicate Better. Get Results. ”

Training & Speaking • • • Organizational Change Conflict & Difficult people Building Teams Clear Business Presentations Clear Communication across teams, departments, all levels, generations

Transform Resistance into Support During Organizational Change