The New Face of Change Management

Leaders and managers are testing their assumptions and abilities in change management as organizations, lines of business, and teams are asked to quickly pivot in their roles and responsibilities. Many employees are being asked to take on additional work, perform new tasks, work in new environments, or under increasing pressure. Everyone is affected.

Even in times of crisis, a swift, top down approach to manage change simply doesn't work. Two theories explain this:

1. People are hard-wired for homeostasis: we have a natural tendency to resist change, especially change that is imposed. You don't have to look far to see examples of this today.
2. Change is occurring all the time. Every person, and every process, is undergoing change. Leaders and managers often fail to recognize and tap in to this.

But when all employees are engaged through-out the process of change, meaningful change can occur. Employees who understand the obstacles and principles, have their concerns and questions answered, and can contribute with their experience and knowledge engage in meaningful change.

This is no easy task, especially in times of crisis. Managing meaningful change begins by engaging in, and managing conversations.

The Basis for Meaningful Change

Managing meaningful change requires the engagement of each employee in the decision-making of where, how, and when they work. Of course, the level of flexibility may vary depending on circumstances, however, leaders and managers can make a conversation meaningful with two-way dialog: listen, ask, mirror, and reflect back what is heard.

The voice of divergence and dissidence can be a catalyst for innovation and growth. Unfortunately, there are times when leaders fail to recognize their worth, or the opportunities they illuminate. Some leaders ignore, dismiss, or go so far as to demonize those who point out problems.

Alternatively, leaders can foster assertive diplomacy: they create environments where it is safe to complain and collaborate on meaningful solutions. Great leaders are masters in emotional conflicts. Rather than resist, they receive and offer feedback to create positive results.

Effective Assertive Diplomacy

To encourage assertive diplomacy, model the behavior.

1. Listen first. A leader's ability to listen signals that he values others' ideas and input.
2. Keep it low. People know where power lies. You don't need to advertise it. If you model quiet power, you can remain calm when tempers fly.
3. Act decisively. The payoff to reflective assertiveness is decisiveness. You demonstrate strength by acting confidently. Even if you need some time to think before taking action, you can keep people informed about how the decision-making process is progressing.

Consider how Franklin Delano Roosevelt (FDR) responded to the crisis of the Great Depression. Nine days after his inaugural speech, FDR persuaded would be hoarders to return their cash to the banks. Within a month, 2/3's of withdrawn deposits were re-deposited. The NYSE rebounded, with the largest one-day gain in history.

FDR managed meaningful change by addressing needs. He succeeded by taking action and managing fear.

Managing Fear

According Dartmouth's Distinguished Professor Vijay Govindarajan and Columbia Business School Faculty Director Hylke Faber, authors of a Harvard Business Review article (May 2016), change is about managing fear: fear of the unknown, fear of failure, fear of change, or fear of fear itself.

Have you ever listened to the recording of FDR's Fireside Chat? While there wasn't the same opportunities for two-way dialog like political and business leaders have today (from daily press briefings to virtual meetings) FDR laid out the actions and steps to address concerns, without feeding fears, or inciting resistance.

Change Management: The Power of Why

Great leaders manage meaningful change by managing conversations, fear, and taking action. Their vision, ideas, and changes take flight by answering the question, why.

Why taps in to our subconscious thoughts, the part of the brain most responsible for decision-making. It is heavily influenced by feelings and drives for survival. This part of the brain stimulates the thought, "What's in it for me?" (WIIFM) and begins the analysis of trust-worthiness.

When the request to pivot addresses why and is linked to a higher purpose, listeners can sift (filter on value), sort (decide to align), and take flight (ignite with passion and purpose).

Align with What Truly Matters

Basic needs, like safety, must be fulfilled, but maintaining motivation and engagement requires something in which to believe. It provides context for all our efforts and sacrifices, and sustains our energy for the tasks at hand. Leaders who manage meaningful change ensure the proposed changes are in alignment with what truly matters:

• Why we are in business
• The difference we make in the world
• Our most important purpose
• Why is this change important to your organization?
• How is this change important to the people you serve?
• Why is this change important to all of the employees?
• What is its functional benefit to customers, clients, vendors, and all stake-holders?
• What is the emotional benefit to them?
• What is the ultimate value to your customer?
• Why is this important to you?

If you don't know and cannot communicate why you want specific changes, how can you expect employees to engage in changes?

Tips for Employees: The Art of Complaining in Change Management

Employees are often in the perfect position to see what doesn't work in an organization, and are important collaborators in meaningful change. But, there is an art in complaining up, down, and sideways.

• Focus on the facts. Everyone is prone to bias and blindspots. Ensure your points are based on fact-based evidence, and be prepared to back it up with verifiable resources and research. Dig to find other points of view so you are prepared to counter them.
• Test your assumptions. Before presenting your ideas to your boss, find people who can play devil's advocate and explore your assumptions. They will either disprove your premise and prompt you to rethink your course of action, or they will validate your path and boost your confidence.
• Understand the difference between correlation and causation. When there isn't a lot of research or science, correlations may be the only evidence available. But, just because there's a link between two issues doesn't mean one provoked the other.

Just as leaders and managers should begin their appeal for change with why, so should the employee. Why is this issue important to you? Why is it important to those you serve?

When sharing your opinions, differentiate between facts, perspectives, and feelings. Use "I" statements:

• "I have found…"
• "I believe… "
• "I feel…"

Successful Change Management Today

We're facing unprecedented times as we pivot in the ways we do business. Many leaders are paving the way for others to follow, sharing lessons learned and common mistakes that can be avoided:

1. Communication is inefficient, often one-way.
2. Plans are developed top down.
3. Change is incongruent with organizational values and culture.
4. Support and resources (emotional, physical, mental, spiritual) are inadequate.
5. Negativity is not managed.

As John Tierney and Roy F. Baumeister point out in their new book, The Power of Bad (Penguin Press, 2019), "When we don't appreciate the power of bad to warp our judgment, we make terrible decisions. Unrecognized (and unaddressed) the negativity effect can promote fear, phobias, tribalism, and resistance to meaningful change."

Great leaders manage negativity with a few key principles and techniques.

1. Recognize and acknowledge negativity: in the images you see, the words you hear, the tone you use. Consider alternatives, and refer to and/or share these through-out the day.
2. Showcase good news: specific images, stories, and/or headlines of employees modeling desired behaviors and achieving positive result.
3. For every proposed change, point out four things that will remain the same. These could refer to mission, values, purpose, policies, processes, places, people, etc.

Negativity narrows our focus to why something is wrong or won't work. It prompts immediate, survival-oriented behaviors, including resistance to change. In contrast, a positive mindset broadens our perspective; we feel better, engage, learn more and expand our creativity and productivity.

Dr. Maynard Brusman

Consulting Psychologist amp; Executive Coach
Trusted Leadership Advisor
Professional Certified Coach (PCC), International Coach Federation
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I coach emotionally intelligent and mindful leaders to cultivate trust and full engagement in a purpose-driven culture who produce results.

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