Over the last few posts I’ve written about what causes people to fear change and how to address those fears in a way that helps them buy into you as a leader. Now the question is how do you make change happen? When you recognize the need for change and are aware of the fears that cause people to resist change, what steps can you take to implement the change?
For this I’m borrowing an outline from a very helpful book called, How Did That Happen?: Holding People Accountable for Results in the Positive, Principled Way, by Roger Connors and Tom Smith. Here are the steps:
F.O.R.M. The Change
The letters in this acrostic represent four questions. Is the change, first, Frameable? Does it fit within the Vision, Mission, and Values of the organization? How can you formulate and focus the change in a way that makes organizational sense? Why is this change happening?
The “O” asks, “Is this change Obtainable with the current resources?” That’s not necessarily a Go-No Go question. It’s simply necessary to understand what steps may be needed to obtain additional human or other resources to implement the change.
The “R” asks if the change is Repeatable. In other words, is it stated simply enough to be easily communicated among the people involved. A 1,500-page dissertation may provide a detailed plan to implement a change, but no one will be talking about that over lunch. A short, easy-to-remember statement, like “Four new products by Q4” can easily spread among people.
Finally, is the change Measurable? What ratios will change, or what will you count, to see how the change is progressing? How will you know if the change has been effective?
Communicate the Change
Poor communication is one of the most common complaints in organizations. If communication is important during normal operations, how much more important is it during change? The single most important thing people need to understand in order to get behind a change is, “Why?” When people really understand why a change is happening and buy into it, the rest is downhill. When you combine “why” with the empathy I wrote about last week it becomes a powerful motivator.
You also need to make the “what” clear. Your slogan needs to be understood before it will be repeatable. You don’t have to read the entire dissertation to everyone, but make sure everyone knows enough detail to make sense of what’s happening. Include the “how” and any clarifications around “who” and “where”, be sure to cover all that in your communication. Finally, “By When.” Setting a deadline makes the change more concrete and sets a tone for urgency.
Another important thing to communicate during change is the resources available to people to help them manage the change both professionally and personally. You may have teams of experts, either internal or consultants, available to help people professionally. You may also have an Employee Assistance Program available to help them manage stress. Be sure to communicate this as well as the Who, What, When, Where, How, and Why.
Align The Change
Check in with people to see how well aligned they are with the change. Alignment is different from “complyment.” When people comply, they may be doing it because you said so or because there is no alternative. When people align, they get behind the change with a positive attitude about the future.
Ask your people to rate their level of alignment on a scale of 1 – 10. If they say they’re less than 10, take some time to explore what’s keeping them from aligning. Is it a fear you can help them face, or do they need more clarification about the why? This is the opportunity to demonstrate your empathy with them and build their buy-in to you.
Inspect the Change
Build into your change management plan scheduled inspection points along the way. These are opportunities for you to check progress to see if things are on track. If they are, you have an opportunity to celebrate and congratulate. That’s always fun and motivating.
On the other hand, course correction is par for the course in most situations. Did you know that an airplane with a well-laid flight plan is off course over 90% of the time? Weather conditions, turbulence, and other factors cause it to get off track. However, the pilot receives continuous feedback and makes adjustments to get the plane back on the flight plan. Course correction provides learning opportunities and can build resilience among your team.
I wrote last week that creating positive change is the ultimate test of leadership according to leadership coach and author, John Maxwell, in his book Developing the Leader Within You 2.0. If you seek to understand the fears and other factors that cause people to resist change, work to help gain buy-in, FORM, Communicate, Align, and Inspect your change, you will be far more successful at passing the test by creating that positive change.