Change. It’s all around us.
We open our favorite browser and are asked to upgrade to a new version (with the promise of making our lives simpler and more productive). We walk into a store to buy our tried and true detergent only to find it’s been “improved” to create whiter-whites (though my current whites seem to be white enough.) We read the headlines that inform us Uzbekistan has been divided into three additional countries, all ending in “stan.” And we go to our jobs to find that what we did yesterday must be reengineered to be relevant for tomorrow.
Change. Twenty four, seven.
Herodotus said, “The only constant is change.” From a business perspective, this is absolute truth. In an increasingly competitive landscape, companies that are able to remain nimble and manage change appropriately will leave their slower-moving counterparts behind. Battle cries of “embrace change!” and “change or die!” would then certainly be embraced by an organization, right? On the surface, the answer is of course a resounding “yes!” There’s just one small problem with that train of thought: most human beings are averse to change and, in fact, will avoid it whenever possible.
So then how does a business embrace change in order to remain competitive when the majority of its staff probably view change with at best a weary eye, and in some cases downright fear? Unfortunately, there is no simple answer, but the first hurdle is to understand that change must be actively managed like any other process. With all processes, people are the crucial ingredient. How people are dealt with through all phases of the change is a key factor of success. A statistic that is often quoted states that 80 percent of all change efforts, regardless of their purpose, fail. A major factor for that failure rate is that the “people stuff” is downright hard. To quote an article from ChangingMinds.org, “People do not (always) do what they are told. They are not motivated just by money. If you are to change what they do on the outside, then you must also work hard at changing what they do in the inside.” To illustrate this point, think of the Vietnam War. We had the right idea: win the hearts and minds of the people and they will follow along. The problem was, as a helicopter was dropping this message of goodwill via leaflets on one village, jet fighters were dropping napalm on another.
I have a Chinese proverb pinned to my wall that reads: “Tell me and I’ll forget, show me and I may remember, involve me and I’ll understand.”
Managing change is a difficult and complex process, and each change scenario that is to be implemented has its own unique rulebook. Remembering a few rules with a healthy dose of common sense and empathy will help your organization work through change with a greater chance for success.
Here are some things to think about while planning for change.
Understand the people.
Understanding the needs of the people and their personal concerns should be an important factor. Psychology will play a role. Determine who the stakeholders will be and anticipate how they will behave. How will the staff react when told? And will they push back? Anticipating these behaviors and having a plan will help the process from stalling. Addressing these concerns will also alleviate the “Vietnam effect” as mentioned above. If people believe in the change, they will be more likely to adapt and transition more quickly.
Understand the task: the three “Ws.”
Change for change’s sake is hard to sell. Understanding not only why the change needs to occur (business need) but also what needs to change (the roadmap) and who will be affected is critical. The process is a three-legged stool. Remove a leg and you’ve got problems.
Create a roadmap.
As observed by ChangingMinds.org, “It is surprising how many change efforts are done with inadequate planning, and with consequent problems during implementation.” It’s a common mistake for companies to think about change for months without creating an actual plan, and then to think that once the switch is flipped everyone will effortlessly follow along. Change should be thought of as a process, not an event. In doing so, people, teams, and whole systems can have time to adjust to the new way of thinking, doing, or operating.
Create a period of calm.
Constant change in an organization can be as damaging as becoming complacent and refusing to change. Most individuals will take on change and adapt to the new “way,” but the process is generally not easy. Therefore, it’s vital to create periods of calm once new systems and processes are accepted and running smoothly. Given the fact that change can sometimes be constant, creating these calm periods can be challenging, if not impossible—but even waiting a few months before taking on a new change scenario can alleviate future problems.
Change is inevitable. To survive and thrive in today’s marketplace, it’s critical that organizations embrace change, as well as understand the complexities required for implementing the envisioned outcome. Change can be easy and seemingly effortless, but often times it’s a difficult and arduous task. As mentioned earlier, there is no rulebook for implementing change throughout an organization, as every scenario is unique. But with vision, planning, patience, and a dose of empathy, your organization can be successful—and be ready for the next challenge that’s just around the bend.
—Ross West
Senior Vice President, Creative