change management

I Think I Think is Wrong - 10/20/20


I think that’s not going to be feasible.  I think we can do that.  I think you’re on the right track.  Methinks thou dost protest too much. Please forgive the Shakespearean reference, but it seems to fit well here.  When we are talking to co-workers and customers, and we’re giving Read more

Be Slowest, and Be the Best – Chick-fil-A - 10/13/20


About one week ago, the Atlanta Journal-Constitution had an article that analyzed the results of a SeeLevel HX research engagement on the customer experience at fast food restaurants.  The results were seemingly contradictory.  The fast food chain with by far the overall best drive-thru experience was Chick-fil-A, and yet Read more

Connect During Customer Service Week - 10/6/20


It’s Customer Service Week…woohoo!  This week should be all about the customers we serve and the staff who serve them.  This should be about conveying we value other people, and – hopefully – having other people convey that they value us.  It’s a week about people – about us. This Read more

Temper the Tone of THE VOICE - 9/29/20


The television show The Voice is a singing competition.  The opening episodes of every season begin with individuals singing while judges have their backs to the singer.  The judges can’t see the singer, so they are evaluating the performer purely based on their voice. Oftentimes, when the judge turns around, Read more

Keep On Going - 9/22/20


Thomas Edison once said “Many of life’s failures are experiences by people who did not realize how close they were to success when they gave up.” You are close to success – Keep On Going. Winston Churchill once said "If you’re going through hell, keep going."  This quote has been taken Read more

Lessons Learned for COVID Era Sporting Events


Since the sports world has begun inviting fans back to their events on a limited basis, CSS has been fortunate to work on multiple events with our sports clients.  Much of our work is fan research-oriented, where before or after events, we are engaging fans to identify expectations, potential Read more

Create a Common Definition of Customer Service - 9/15/20


Peter, Paul, and Marie are co-workers. They are all customer service representatives.  When Peter thinks of good customer service, he defines it as being friendly to the customer. “And I am friendly,” Peter says.  “That’s why I don’t know why they send me to customer service training.” Paul thinks customer Read more

COVID-19 Demand Management Strategies for Customer Service Channels


We all want demand for our products or services.  This helps us to generate revenue and to provide something of value to our customers and communities.  But customer demand does not strictly relate to products and services.  Demand also relates to communications, information, issue resolution, education, and other aspects Read more

Hard work never killed anybody, but why take a chance? - 9/8/20


This is a quote by Edgar Bergen.  He’s one of the most famous ventriloquists of all time, but I guess he wasn’t necessarily one of the hardest workers of all time.  By sharing this quote, I am not supporting the idea that we shouldn’t work hard…or am I? We only Read more

Reach Out More for COVID-19 Customer Retention


Ever since the Coronavirus pandemic became a reality for individuals, their communities, and their countries, it became clear that people were going to be hurting…that lives were going to be changing…that the realities of the past were going to be very different from the current and near-term future realities. When Read more

Change Management – Facts about Past Decisions Reduce Fear about Future Decisions

Posted on in Business Advice Please leave a comment

Change can result in fear.  Particularly where change is thrust upon someone very suddenly, it can create shock or disbelief.  Sometimes that change is not something an organization can plan for; it therefore cannot adequately prepare its employees for what’s ahead…at least initially.

In this COVID world, Change Management is about dealing with the unknowns, but still developing a plan for the future.  It’s about managing organizational strategy for the long-term, while still developing an agile mindset and approach in the near-term.  It’s about dealing with employee emotions and continually trying to motivate them, while at the same time having the disadvantage of not having them in a room with you to gauge their feelings, gauge their expressions, and gauge many of their behaviors.

“Providing facts about how past decisions were made…enable employees to understand how decisions will be made in the future.”

 

So, organizations need to create their own Change Management model that coincides with the Change Management model for its employees.

 

Talking with Employees about the Change that was Made

For this conversation, let’s focus on the early stages of organizational change.  After having made the immediate and necessary adjustments in staffing, expenditures, and operations to offset lost revenue and inflows, the organization needs to begin explaining in some clear and objective detail why that needed to happen.  Particularly for those that are still with your organization, employees need to understand the facts behind the action, because facts are something concrete that enable employees to more logically accept decisions that were made in the past and understand how decisions will be made in the future.

Let me repeat.  The reason to explain to current employees in some detail and factually why recent decisions were made is so they feel like they understand that future decisions will be based on facts and objectivity, and they know the criteria for those decisions.

More Facts about the Past, Less Fear about the Future

In other words, you’re not only creating a dialogue with staff by explaining details on the “why” of the changes, but you’re also addressing their fear of the unknown by at least helping them to understand a process and a list of criteria that you might go through in the future to make similar decisions.

When you’re thinking about the importance of Change Management for an organization and how that relates to employee communications, don’t underestimate the importance of being open, dialogue-oriented, and factual about the reasons for the past change.

Help employees to more objectively understand how decisions could be made moving forward.