Expert Advice - March 2007

Managing Change

Effective Leadership

by Doug Beckley

In a world that thrives on success and advancements, companies must be open to adapting in order to remain competitive. Generally, people, technology and information drive organizational evolution. Changes such as corporate mergers, software revisions, new marketing strategies, relocations or downsizing are common workplace events that can cause upheaval and result in resistance from employees. However, managing change in the workplace can be less daunting than it seems. Above all, a strong organization and communication are needed to help staff members successfully deal with change.

The idea of change intimidates many people because it often brings a sense of uncertainty. Resistance is a natural response to change because we undergo feelings of helplessness, loss or grief, conflict or anger and loss of control/power. How quickly we move through these phases, is usually determined by our resilience and how well we manage our emotional responses to change.

In order to deal with change calmly and productively, employees must increase their resilience. By increasing resilience, a business can decrease resistance to change. As a result, the company and its staff may experience quicker transitions, less stress, and a speedier return to higher productivity.

Leading others through a change involves understanding people’s drives, needs and wants and linking them to the organization’s goals. Leaders must manage expectations and outcomes at both the process level and the behavioral level.

At the process level, managers must: clearly articulate their vision of the future; identify clear goals for the change and why the change must happen; communicate clearly about issues and be willing to respect dissenting opinions; agree how to involve people in the implementation of the process; clarify who will do what and when; and agree how two-way communication will be achieved and maintained. In other words, leaders must be organized and delegate responsibly. Employees respect managers who are in control of the situation and know what needs to be done to get where they are headed.

At the behavioral level, leaders must: develop and maintain trust through open two-way communication; respect people and treat them with dignity; encourage everyone to take ownership of the change’s outcome; recognize and acknowledge employees’ knowledge and skills; be willing and available to help; and be perceived as a leader. While leading employees through change, managers should also consider that every individual is different and listen to a wide range of opinions and feelings. When managers display compassion, workers are more likely to handle change effectively.

Supervisors can also help others deal with change by: remaining positive about the expected outcome of the change; being prepared to address employees’ concerns; sharing as much information as they can; encouraging employees to ask questions; making themselves visible and accessible; and modeling resilient behaviors for other employees.

During a transitional period, lines of communication must be kept open to ensure trust between management and staff. Company leaders should always tell the truth, explain how the change effort is relevant to the company’s vision, provide constructive comments, remain consistent through messages and actions, and offer ongoing reinforcement of commitment.

In order to smoothly transition through change, leaders must understand that people who undergo change have three basic needs. First, they need empathy, for someone to listen and express concern for their feelings. Second, they require an understanding about the impending change, what has happened and what is going to happen. Finally, specific suggestions for moving on may help those who face change. Structuring decisions and allowing open lines of communications will facilitate the transition and help ensure happier workers all around.

Doug Beckley
Doug Beckley is founder and president of The Beckley Group, a training and organizational development company based in Southern Nevada.