How we change what others think, feel, believe and do

Addressing Concerns

Disciplines > Change Management > Creating change > Addressing Concerns

Method | Example | Discussion | See also

Method

Find out what is concerning them. Listen to them. Try to see things from their point of view and appreciate how they feel ('stand in their shoes').

Then find ways of addressing at least some of their concerns. For example many people resist change because they do not fully understand the rationale or the plans. In such a case, by providing them with more information you may allay their fears and help them appreciate the need for change, even if they do not particularly like it.

Example

A particular manager is avoiding change committee meetings, saying she is 'too busy'. the change manager takes her for a cup of coffee and spends a lot of time listening to her. It turns out she is worried that some of her work will be taken away from her. The change manager explains what is being done to rationalize work and agrees that whilst it is possible that some projects may be cancelled, this is being done by a fair process that the change committee is agreeing. The manager accepts this and attends the meeting more often.

Discussion

Most people who resist change do so because they have specific concerns. However, those concerns need not be in direct opposition to the change and many are based on insufficient understanding of the change.

By listening to them and jointly seeking ways to address their concerns without compromising the goals of the change, the resistance shown by many people can be reduced. In particular by addressing the need for fairness, people will be more likely to accept even adverse consequences.