Change is something that we all have to deal with and we often think about it in work terms but it is happening in our own personal life as well. Wherever that change is happening it is interesting to see how people react to it and work through it.
Lets be honest we all like things that we know and are familiar with so when this is changed out of our control, it is very interesting to observe people's reactions to it even in a social environment. Just recently I have been away with a group of friends to a hotel that we have visited regularly over the last 10 years. Since our last visit the whole of the ground floor area, lounge & reception have been refurbished....well it was not to my taste, nor to my friends but we bitched and moaned about it as it wasn't like it used to be, not as good and why did they do this, why put that with that etc.
Yet after two days of being in that environment we had accepted the change, we were more used to the decor and the new layout, we still did not like it but we had explored used to it. So we had got to the point of acceptance and this is the same with all different types of change, especially if we cannot do anything about the changes. If you then think about change in the work environment then it is ongoing, for if companies do not change and evolve, they will become extinct. These changes might involve changes of personnel, changes of premises or the amalgamation of two organisations into one and I am currently working with all three of these different types of changes and it is interesting to see the different reactions of the people involved, just like my friends and the hotel refurbishment.
What it shows is that whatever the change, people will react differently and you as a manager need to be able to support and respond to each different reaction as well as dealing with the changes yourself. If you read around this subject it all comes back to regular and effective communication in all directions and from all levels. You as a manager should not be relying on other people but getting the information to share with your teams.
I am sure you are all aware of the different stages that people go through with change from denial to resistance to exploration to commitment and as leaders of people we have to help people through these stages and recognise that it is not a smooth passage from one to another but people often go back and forwards a number of times, so you have to have patience. This is especially important if you accept change readily. I have known a manager who was like this who just did not understand why her team could not accept what was happening and the relationships got very strained to say the least!!
Sone thoughts on each of these stages that we experience during change:
During denial
Confront individual with information. Let them know that the change will happen. Explain what to expect and suggest actions they can take to adjust to the change. Give them time to let things sink in, and then arrange a planning session to talk things over.
During resistance
Listen, acknowledge feelings, respond empathetically, and encourage support. Don’t try to talk people out of their feelings, or tell them to change or pull together. If you accept their responses they will continue to tell you how they are feeling. This will help you to respond to some of their concerns.
During exploration
Concentrate on priorities and provide any necessary training. Follow up projects underway. Set short-term goals. Conduct brainstorming and planning sessions. Give direction and guidance with gentle persuasion. Allow people to explore.
During commitment
Harness commitment with objectives and goals. Concentrate on team building. Create a mission statement. Acknowledge and reward those responding to the change. Look ahead.
So whatever change you are facing, remember that you must be the best you can in terms of communication, support your people and be honest about your feelings as well.
Thanks for your time, Suzanne Unsworth
