Consider these two conversations…
How we communicate with others who are struggling through a change makes an impact on their ability to accept and adapt to a change in the organization. Employees who are change agents, those who support and champion change in an organization, enable other employees to do so also by helping them to see the opportunities and positive side of a change initiative.
Consider these two conversations between two employees…
The first conversation…
Alison: I’m so sorry I have not yet been able to get the new product information into the online catalog. I should have it done by end of day. I’m having a hard time adjusting to this new process. I don’t think this is really going to work out.
Sandra: I hear you! This has got to be the worst process change we have ever done in this organization. It is ridiculous. Look – I know you are having problems, but I really need that information soon. Just go back to the old way of doing it so we can get this job done.
Alison: Thanks! That’s exactly what I’m going to do. Let’s face it, who will even know if we do things the old way. They only care if the work gets done.
Sandra: Believe me, you’ll get used to this place and will learn what you really have to do and what you can ignore. Just ignore the new process and get the work done the way you want to do it.
The second conversation…
Alison: I’m so sorry I have not yet been able to get the new product information into the online catalog. I should have it done by end of day. I’m having a hard time adjusting to this new process. I don’t think this is really going to work out.
Sandra: No worries. Later this day will be fine. I can appreciate what you are saying; it is difficult and I had some troubles with it myself at first. But I decided to focus on the benefits of the new process – in the long run it will reduce our work load in inputting this information.
Alison: Well that is a good attitude to have; I wish I had it.
Sandra: Believe me, you can get through the frustrations and stress of this change by keeping in mind that we’ll be able to concentrate on more important work with this new process in place. I’d be more than happy to help you with the new process if you would like.
In the first conversation, Sandra support Alison’s take on the new process, encouraging her to ignore it and just work the way she used to. Rather than engage her in the change, Sandra tells her to keep doing things as she always has done it. Sandra enforces Alison’s feelings about change.
In the second conversation, however, Sandra empathizes with Alison and acknowledges that she had her own difficulties at first. She then provides Alison a positive perspective by reminding her than with the process, the group can focus on more important work.
Change agents – those individuals within the organization who support and champion change – enable others to see the positive side of the change and, by empathizing with their colleagues, help them to adapt to the change.
