Many times during a change, impacted workers feel removed from project work. Communication is formal and one way. Project teams assume that awareness communication followed by training will result in workers adopting the change in step and on schedule – Wrong!!
As Change Leaders, we know that workers embrace change when they feel part of the transition, have opportunity to engage, and ask questions. Workers need time to make sense of the change for themselves, adapting to the future state and their role in it.
So, the challenge doesn’t usually lie in knowing what to do but convincing leaders and fellow team members that it’s worth doing. Below are a few ways to discuss the importance of feedback with leaders and fellow project team members. They should know that the time and effort required to bring workers on the journey is an investment worth making, resulting in a smoother go live and thereafter.
Feedback helps surface resistance. Resistance is inevitable during change. It’s a natural reaction when we don’t understand or agree. If ignored, resistance can be like a cancer, small at first but continually growing until it’s a major issue. It’s much better to find it early before it gains momentum, causing drama, setbacks and doubt.
Feedback is a gift. When it comes to changing processes, systems and people, you can’t know it all. There are so many things that trip up even the most well intentioned project team. Project success is jeopardized when concerns and issues aren’t surfaced until after go live. Implementing something others believe won’t work stalls momentum which can be expensive and difficult to regain. By making adjustments based on feedback along the way, the likelihood of acceptance and adoption increases.
Gather feedback from impacted managers and workers by including some of them on your team as SMEs. Hold feedback sessions with the broader impacted group so they can see the plans and be able to ask questions in a safe, informal, environment. Listen to their concerns and suggestions. It doesn’t have to always be their way but if you listen, acknowledge, provide an answer and sometimes adapt, you earn credibility and bring them along on the journey.
Lastly, remind leaders and fellow team members about who is left once they move on. The workers must be the ones who believe in the changes, internalize it and sustain it. Without them embracing the change, there usually isn’t much of a change.