Change management – change is a process, not an event. Part II

“To improve is to change, to be perfect is to change often” – Winston Churchill

At some moment in the life of your business you must want something better, something different, going to the next level if you wish. But if you don’t change something about yourself or the current situation you are never going to get what you want. Einstein said: “Insanity is doing the same thing over and over again and expecting a different outcome” so don’t be insane, just make a change. A small change could be a major improvement in the long run.

From my point of view change management has a clear mission, help everyone involved understand why change is necessary and guide us and those who stay by our side through the journey, with the minimum amount of complaints and negative energy. The principles of change management are there to guide you through the process and offer you the tools that help you make it to the end. These guidelines are general knowledge that each and every one of the business owners or executives has to personalize to the situation of their business.

            I identified seven change management principles I would like to present with more details in order for all of your changes to become more “user friendly”:

Address the “human side” systematically. Change inside an organization will affect all the people in that organization. Some jobs will disappear and some will be redefined. Responsibilities will shift, develop or disappear depending on the case at hand. When you identify the need of change inside your business you will most likely draw up a plan and you must always include the people factor in it. In tackling the people issue you have to be proactive and communication must start your end. Delaying communication or handling the issues (which appeared due to the natural resistance of people to change), reactive and one at a time, will delay your process of change and will affect results and morale. Make handling the people issues one of the most important steps in the change management process and remember that human resources are most of the time the most important resources in your company.

Start with yourself. Change will bring uncertainty into the equation and in moments of turmoil people will look up to their leaders. Leaders and executives must be the first that embrace the change and challenge and give direction to the “troops”. If you decide to reduce expenses in your company, cutting salaries or bonuses for a while, but still come to the office in you sparkling red new Ferrari it might just send the wrong message. Be the change you want to see in your partners or employees. At the same time, understand that change is going to be handled different by different people involved and some may need your support. At the top change starts on day one, no procrastination.

Get every level in your business involved. Implementation of change will, sooner or later, affect every level of the organization. At each level you have to find, train and motivate a leaser that can translate your vision in that level. Especially in a large organization this is an effective strategy. Look for example at a bank changing their products or an insurance company, you have there a strategy drawn at executive level, implemented regionally by the respective managers and reaching all employees through the involvement of team leaders.

State your case and communicate adequately. Follow these three steps in stating your case, confront reality and explain why change is necessary, show faith in the future of the company and the leaders getting it there and finally show the path to follow. Make everyone understand the realities you are confronted with and explain that the changes that follow are the right solution for everyone’s best interest. Never assume that all people involved understand what is happening, communicate clearly and correctly and also expect and demand feedback. The moment change starts is a sensitive one and sometimes requires over communication. Tell the story from the heart and be committed, telling the story right is a key component in the change process.

Make them feel it’s their business too. Make your partners or employees feel it is also their business. Let leaders in various departments assume responsibility and reinforce this status quo with rewards and incentives, tangible or moral. I was always attracted to the American system of partnership, if you are responsible, committed and deliver results after an evolution you become official partner in that company. Give this chance to the leaders in your organization and they will make the changes you want.

Expect the unexpected. Yes you might have drawn the perfect plan; you have the best partners, employees and partners to help you with the process but there is still a chance not everything will go as planned. There are a lot of elements that you don’t control but have an influence on your activity. You need to gather information in real time, recalibrate your process and adjust as you go. Every time you start this journey and write a plan try and think also about a plan B, C and maybe even a plan D.

 In sports you train, plan a strategy for attack and defense based on the qualities of your players and on the information you have about your opponent. But when the game starts you discover you don’t play alone, your opponent is also on the field and he is that element you can’t control. Learn to adapt and overcome those obstacles.

Speak to the individual. For the journey to have a happy end every person involved will experience the change and they will want to know how it will affect them personally. Try and talk to everyone and explain honestly and as explicit as possible what will happen. Give everyone a reason to be part of the new environment, tangible or not tangible rewards. At the same time keep in mind that sanctions or elimination of those opposing the change can give more strength to the new organization. It might be easier to stay in a locked room reading plans and thinking about strategies but the individual, face to face approach will make a difference.

Change is not easy; it is not comfortable and can sometimes bring a lot of hardship but as long you have decided it is beneficial you have no other option but to do it. And as long as you change for the good reason, have a plan and the guidelines to implement it you are already half way there.

 *Paintings by Pablo Picasso