Working Through Change

To stay on top and remain competitive in today’s fast-paced business environment, we must continually change and reshape the way we run our business. Its likely things are changing around you – perhaps there was a recent change to the staff, or maybe a new policy was just sent over E-mail.

As a manager, you will be better able to manage change if you understand what happens to people during change. Knowing this will enable you to support your staff during change and help you effectively communicate change in your work environment.

What kind of change have you experienced?

Take a moment and review the list below. How many of these changes have you experienced? Think about which of these changes have impacted you the most:

- A new supervisor excited to try new ideas
- Introduction of a new training program
- Change in a policy and/or procedure
- Sudden change in the schedule
- Multiple managers resign in the same month
- Surprise visit from the corporate office
- New business trend
- Equipment failure, e.g. power outage
- Arrival of unexpected product
- Promotion to new position

It’s surprising how even the “simplest” change can bring on a multitude of different feelings and emotions. Think about how you reacted to those changes listed above. If you reacted negatively, what caused your fears or anxiety? If your reaction was positive, what made you feel the change was a good one?

As you consider these questions, realize you are probably not the only one who has experienced these feelings. Everyone is affected by change and reacts differently to change, depending on their personal needs or situation. Therefore, when trying to help individuals manage change, you need to focus on the behavioural clues that tell you what it is they need to accept a change.


Stages of Change

Knowing the stages of change and understanding behavioural clues, will help you support your employees while they adapt to change in their work environment.

Stage 1: Denial
The first stage, denial, happens when you cannot accept that real change is going to occur.

Typical comments during denial are:
“It’ll never work.”
“We don’t have a problem.”
“Nothing is really going to change.”

During denial people need:
- Information as to what’s going to happen: why, when and how it will happen.
- To know how it will personally affect them.
- Suggested actions they can take to adjust.
- Time to absorb and discuss the change.

Stage 2: Resistance
The second stage of change is resistance or anger. During resistance people become frustrated or fearful. Often they will verbally or physically withdraw from the situation. There’s a sense of loss because they begin to realize things will no longer be the same/

Typical comments of feelings during resistance are:
“This isn’t fair.”
“I’m just following orders.”
“Management doesn’t know what they’re doing.”

During resistance people need:
- To be listened to.
- Their feelings acknowledged in an empathetic and supportive way.
- Training new skills, if required.
- Goals to support the changes.

Stage 3: Exploration
During the third phase, exploration, people begin trying new ways of doing things and searching for personal successes related to the change.

Typical comments during exploration are:
“I agree with some of the change, but not all of it.”
“Working with the new manager isn’t so bad.”
“I’d like to make a suggestion that could make this change even better.”

During exploration people need:
- One-on-one coaching.
- Positive reinforcement and praise.
- Safety – evidence that some things are staying the same.
- Follow-up on projects already under way.

Stage 4: Acceptance
During the final phase, acceptance, people often embrace the change.

During acceptance, people often say things like:
“This new system has made my job easier.”
“I’ve heard so much more since our new manager has joined the team.”
“Customers are complimenting us more since the change was implemented.”

During acceptance people need:
- To be acknowledged and/or rewarded.
- To set long-term goals.
- Affirmation that the change is working.

Communicating Change

Knowing the four stages of change will make it easier for you to plan and implement change in your work environment. Clear communication is key to the success of change and it’s important to make a conscience effort to increase communication during change. By keeping employees informed, you reduce insecurity and anxiety that lead to gossip, unproductive behaviour and even turnover. Once you learn your work environment will be experiencing a change, take the following approach:

- Ask clarifying questions as to how and when the change will happen.
- Get a clear understanding of why the change is happening – what are the benefits to your business, customers or team.
- Become familiar with the implementation plan.
- Plan ways to prepare both yourself and your employees.

Once you are ready to communicate change:

- Move quickly to communicate the change.
- Determine the best way to ensure everyone who will be impacted gets the same information.
- Be straightforward, specific and direct about what’s changing.
- Encourage questions and comments. Let the staff give you ideas on how they can support the change.
- Be an active listener by paying attention and caring about what is being said.
- Be available (“open door” policy) to all members of staff.
- Have a plan for follow-up to ensure the change is going well for employees.