Ensure the success of your next change initiative by considering each of these critical roles. Often, one person may support multiple roles. In an ideal scenario, each role will have at least one person. People managers and change agents will be multiple people and the number is determined by the scope of the change and the number of stakeholders.
Sponsor
The critical role of a sponsor can often be overlooked. A sponsor should be chosen deliberately and thoughtfully to ensure success and ease of the change.
The sponsor is in a position that has authority and decision making power over the impacted people, process or systems.
The sponsor can communicate the reason for the change and the benefits to the organization.
The sponsor is visible throughout the lifecycle of the change and delivers the required engagement and communication tactics, such as celebrating, addressing resistance, and maintaining relationships.
Project Manager
The project manager is responsible for the project life cycle, ensuring there are clearly defined objectives, scope, milestones, schedule and allocated resources
Collaborates with the change expert and project team to ensure timelines & resources are planned for
Develops and delivers the project with employee adoption and use as a measure of success
Change Expert
Often, this change expert role will be filled by the project manager, people manager, or a combination of the two. Sometimes, the scope of this role may fall to Human Resources specialists, communications roles, or any employee-focused role. In larger organizations, there may be dedicated resources to fill this role.
The change expert develops the strategy and tactics for stakeholder engagement
Trains and coaches others in change roles
Collaborates with sponsor and project manager and updates the change plan as the project progresses
People Managers
People managers have many roles as change managers. They are the closest to their people and have communication, advocate & support responsibilities.
People managers must share employee feedback with project team
People managers must manage employee resistance
People managers must coach and support employees through change
Change Agents / Change Makers / Change Champions
Amplify the momentum and change ability of your team by enlisting advocates of the change. This can be an informal or formal network of colleagues who can help to communicate and support their peers through the change transition.
Be a voice of peers and area responsible for and raise feedback to project team
Be a voice of the project team and communicate openly and often with area of responsibility
Role model the change by demonstrating behaviors
Be a resource for area of responsibility
Support slow adopters
Encourage a mindset of keeping an open mind and exploring new ways of working
Have you been midway through delivering a project and suddenly realize everybody is not on the same page?
Perhaps there are managers suddenly answering questions about the change incorrectly.
Perhaps there is a lot of employee confusion and frustration about the project.
Perhaps you are responsible for managing a change that is challenging to implement or has negative consequences.
Here is a quick assessment that documents critical people-related information about a change. Ensure your project team and sponsor are aligned first, and then consider your communication approach for your key stakeholders.
Initial Change Assessment
What is changing? What will stay the same?
What are the reasons for this change?
How does this change align with the business strategy?
What is the intended outcome(s) of this change?
Is there a risk of not changing?
What is the timing of this change?
What is the gap between future state and today?
Who is impacted and how?
This list may need to be completed multiples times during the project as more information is understood and decisions are made. These are common questions on the minds of your stakeholders and customers and they often look for this information in change communications.
A stakeholder analysis is critical to any change management effort and when completed properly will help ensure the success of your initiative. This will help you to manage change in your workplace, organization, or for a project.
Has your project been experiencing these problems? These are all issues that can be fixed or improved by completing a thorough stakeholder analysis & engagement plan.
Common issues encountered with inadequate stakeholder management:
Incorrect rumors
Lack of manager support
Lack of awareness in project
Not completing required training or prerequisites
Customer dissatisfaction
Low employee morale
Employee confusion & frustration
A stakeholder analysis will help us to:
Understand the needs of your key stakeholders
Deliver the right information at the right time to those that need it
Ensure leadership alignment
Mitigate resistance
Avoid misinformation or assumptions
Complete this four part process to conduct a thorough stakeholder analysis.
Identify your stakeholders
Prioritize your efforts to manage stakeholders
Understand each stakeholder with inputs from your project team
Change management is a dynamic and evolving field, and it’s important to stay up-to-date on emerging trends and developments in order to effectively lead and manage change in your organization. Here are some trends and predictions for the future of change management:
Increased focus on digital transformation. With the rapid advancement of technology and the increasing reliance on digital tools and platforms, it’s likely that change management will continue to focus on digital transformation. This may involve the implementation of new technologies, the adoption of new business models, and the incorporation of digital tools and processes into the organization.
Greater emphasis on employee engagement and involvement. Change management is increasingly focusing on engaging and involving employees in the change process. This may involve providing employees with the resources and support they need to adapt to change, as well as involving them in the decision-making process and encouraging their participation in change initiatives.
Increased use of data and analytics. Change management will continue to rely on data and analytics to track progress and measure the effectiveness of different approaches. This may involve the use of data analytics tools and techniques to better understand the impacts of change and identify areas for improvement.
Greater emphasis on agility and adaptability. The future business environment is likely to be characterized by rapid change and uncertainty, making agility and adaptability crucial for success. Change management will continue to focus on helping organizations to respond quickly and effectively to changing market conditions and customer needs.
Continued evolution of remote work. The rise of remote work has brought with it new challenges and opportunities for change management, and it’s likely that this trend will continue. Change management will need to adapt to the unique challenges and opportunities of leading and managing change in a distributed work setting.
By staying up-to-date on these trends and predictions, you can position your organization for success and effectively navigate the complexities of leading and managing change in the future.
In today’s fast-paced and rapidly-changing business environment, the ability to effectively manage change is essential for organizational success. Change management is the process of planning, executing, and controlling the changes that occur within an organization. Here are some key benefits of investing in change management:
Improved efficiency and productivity. Change management helps to ensure that changes are implemented smoothly and effectively, which can lead to improved efficiency and productivity. By minimizing disruptions and delays, change management can help to keep your organization running smoothly and moving forward.
Enhanced customer satisfaction. Change management can help to ensure that changes are implemented in a way that meets the needs and expectations of your customers. By engaging with customers and other stakeholders and addressing their concerns and input, change management can help to improve customer satisfaction.
Increased employee engagement and retention. Change can be stressful and unsettling for employees, and it’s important to ensure that they are involved and supported throughout the process. Change management helps to engage and involve employees in the change process, which can lead to increased engagement and retention.
Improved competitiveness and adaptability. Change management helps organizations to adapt and respond to changing market conditions and customer needs, which can increase competitiveness and position the organization for success in the long term.
Better decision making. Change management helps to ensure that changes are based on sound data and analysis, which can lead to better decision making and improved outcomes.
By investing in change management, you can drive organizational success and position your organization for long-term growth and success.
Change can be difficult for many people, and it’s common for individuals to resist change in some form or another. Understanding the reasons behind resistance to change and having strategies in place to address it can help to increase the chances of success for your change initiatives.
Here are some strategies and techniques for overcoming resistance to change:
Communicate clearly and transparently. People often resist change when they don’t understand the rationale behind it or how it will affect them. Make sure to clearly communicate the purpose and benefits of the change, and be transparent about how it will be implemented.
Engage and involve stakeholders. Change is more likely to be successful when it is embraced and supported by key stakeholders. Engage with employees, customers, and other stakeholders early on in the process to ensure that their concerns and input are taken into consideration.
Address and overcome fears and concerns. People often resist change out of fear or concern for their job security, their status within the organization, or other issues. Address these concerns openly and honestly, and provide reassurance and support as needed.
Foster a culture of continuous learning and improvement. A culture of continuous learning and improvement can help to reduce resistance to change by creating an environment where change is seen as a natural and ongoing part of the work process. Encourage employees to embrace a learning mindset and provide them with the resources and support they need to continuously learn and improve.
Provide training and support. People may resist change if they don’t feel adequately prepared or supported to handle it. Consider providing training and support to help employees adapt to the change and build the skills and competencies they need to be successful.
Foster a sense of ownership and accountability. When people feel a sense of ownership and accountability for the change, they are more likely to embrace it and support its implementation. Encourage employees to take ownership of their work and their role in the organization, and hold them accountable for continuously improving their skills and performance.
By following these strategies and techniques, you can increase the chances of success and effectively navigate the complexities of overcoming resistance to change.
The rise of remote work has brought with it new challenges and opportunities when it comes to leading and managing change. Here are some considerations for managing change in a remote work environment:
Communicate effectively. Communication is vital to any change management situation, but it can be particularly challenging in a remote work setting. Employees are getting dozens, or even hundreds, of chats & emails a day. Make sure to use a variety of channels and methods to ensure that all employees have access to the necessary information and can effectively communicate with one another, and back to the project team implementing the change.
Foster a sense of connection and community. Remote work can sometimes lead to a sense of isolation and disconnection, which can make it harder to effectively manage change. Encourage employees to stay connected and build a sense of community through regular check-ins, team building activities, and other methods.
Use technology to your advantage. Technology can be a powerful tool for managing change in a remote work environment. Consider using virtual collaboration platforms, project management tools, and other technologies to help facilitate communication and collaboration. Knowledge management is increasingly valuable
Plan for potential challenges and understand your audience. Remote work can bring with it a range of potential challenges, such as time zone differences, cultural differences, and varying levels of access to technology. Plan for these challenges in advance and have contingency plans in place to ensure that the change process goes as smoothly as possible.
Foster a culture of continuous improvement. Encourage employees to continuously learn and adapt to new technologies and approaches, and provide them with the resources and support they need to do so. Reward behaviors that demonstrate a continuous improvement mindset.
Managing change in a remote work environment can be challenging, but by following these tips, you can increase the chances of success and effectively navigate the complexities of leading and managing change in this setting.
Change management can be a complex and challenging process, and it’s easy to fall into common pitfalls that can derail even the most well-intentioned initiatives. Here are the top 10 change management mistakes to avoid:
1. Lack of clarity around the change and its purpose.
Without a clear understanding of what the change entails and why it is necessary, it can be difficult to gain support and buy-in from key stakeholders. From the beginning, it’s useful to collect information from your project team about the impact of this change, the timeline, the alignment with business strategy, the intended outcomes and benefits of the change. Having an early understanding of this will help influence a thorough and comprehensive communication plan and training approach.
2. Inadequate or ineffective communication.
Change can be unsettling for employees, so it’s important to effectively communicate the rationale for the change and how it will affect them. Lack of communication or a failure to be transparent can lead to confusion, mistrust, and resistance. Consider multiple communication channels, identify your audiences, and never rely on one form of communication.
3. Insufficient engagement and involvement of stakeholders.
Change is more likely to be successful when it is embraced and supported by key stakeholders. Failing to engage employees, customers, and other stakeholders in the change process can lead to resistance and undermine the initiative.
4. Lack of a clear plan and preparation.
A well-thought-out plan is essential for ensuring that the change is implemented smoothly and effectively. Failing to plan and prepare can lead to delays, unexpected challenges, and ultimately, failure.
5. Insufficient resources and support.
Change requires resources and support to be successful. Failing to allocate the necessary resources and support can make it difficult to implement the change effectively. Consider not only the time required of the project team (for example, project manager, sponsor, SMEs, communications and change support), but also the time required of managers and employees to engage with, learn and adopt the change.
6. Inadequate leadership
Change requires strong leadership to guide and motivate employees through the process. Lack of leadership or poor leadership can undermine the change initiative. Ensure managers are involved early in the change, expectations of their behaviors or support is clear, and two-way communication is encouraged. Managers are closest to their people and can help escalate resistance, concerns, questions, and the need for more support.
7. Insufficient training and support.
Employees may need training and support to adapt to the change. Failing to provide adequate training and support can lead to resistance and a lack of buy-in. Consider additional ways to offer informal or formal opportunities (examples: teambuilding, project office hours) to discuss the change and provide two-way communication opportunities. Ensure training milestones are aligned with project milestones, and changes are not expected of employees before adequate training has been offered.
8. Lack of ongoing communication and support.
Change is a journey, not a one-time event. Failing to provide ongoing communication and support can lead to a lack of progress and ultimately, failure. The speed at which employees will adapt to change varies widely. Also, the needs of employees may be different when it comes to rigor of communication or availability of support.
9. Inability to adapt and be flexible.
Change is a dynamic process, and it’s important to be prepared to adapt and be flexible as needed. Failing to adapt and be flexible can lead to setbacks and ultimately, failure. A change management strategy and communications plan should be routinely assessed and changed to meet the needs of the stakeholders.
10. Lack of monitoring and evaluation.
It’s important to monitor the progress and effectiveness of the change to ensure that it is on track and making the desired impact. Failing to monitor and evaluate the change can lead to missed opportunities and ultimately, failure. Determine if there are quantitative or qualitative metrics that could be tracked and/or communicated regularly to stakeholders.
11. Lack of timely decision making.
Ideally when an employee raises a concern or asks a question, an answer is promptly shared. However the complexity of project and change efforts can make this difficult, especially when it comes to unknown or potential impacts to an employee. Try to facilitate fast decision making and communication of relevant decisions. Consider your information management approach to make project details and common questions readily available, for example creating an FAQ, website, or newsletter.
12. Going too fast.
Change can be an emotional journey. Each employee may have a different reaction and response to a change. Plan for resistance and the need for discussion opportunities and ensure your project timeline incorporates your communication, engagement and training tactics.
13. Going too slow.
While going fast may be worse, slow movement can be tricky too! When a project timeline is years-long and there is a long time between hearing about a change and actually seeing the change take place, ensure your communication plan is regular and predictable to keep employees informed. Remember, the absence of information often leads to speculation and even incorrect assumptions. I often go as far as to tell employees when and how they will hear their next update.
14. Ignoring the root cause of employee resistance.
Don’t make assumptions about where employee resistance is coming from. Understanding the resistance will help determine the best way to mitigate it. Wherever possible, try to understand the feedback quantitatively to influence the rigor of your change management efforts. This can help ensure that a few loud voices on one topic does not overshadow a more impactful topic.
15. Inconsistent leadership messages.
Leaders in your organization have important responsibilities when it comes to managing change. They are required to communicate about it often, whether that be formally introducing it in a staff meeting, or chatting about the change in 1:1 or small group settings. It can be confusing and frustrating if messages are not consistent between managers. Include managers in your communication, training and engagement planning, often allowing them a few days, weeks, or months more with the information so they are in a better position to adapt to and support the change.
16. Not planning for resistance.
Resistance to change is natural and should be planned for! Give adequate time and resources to support your employees through the change. Frustrated and confused employees are less productive and investing in a thorough change management approach can save a lot of wasted time on swirl and confusion.
17. Oversimplifying or downplaying the change.
Understand the impact of the change on each employee, if possible. This is often assessed by group of employees in larger change efforts. Don’t overlook or make assumptions about “small” impacts because employees can surprise you with what is most important or top-of-mind for them.
18. Not understanding the needs and concerns of those impacted by the change.
Always start with understanding your stakeholders. The impact of change on them, their needs, concerns and benefits are all important things to understand, plan for, and include in training and communication planning.
19. Not activating an informal or formal change network.
Engage and support others that can be your change agents! Prepare them with information, talking points, early awareness and see your change efforts amplify. Don’t underestimate the power of informal chats over coffee, lunch, or while walking to your next meeting. Ensure these change agents have the correct information and are not spreading misinformation.
20. Not allowing feedback and iteration.
Demonstrating the effort to listen and potentially make changes based off employee inputs can be a powerful way to gain trust with employees. It also can be invaluable to delivering the best product or improvement that will benefit the organization.
21. Inconsistent or disengaged managers.
Managers need to be engaged, receptive to feedback, and advocates for a change. The manager role naturally becomes one of role model, and employees will be quick to mimic disinterest or ignoring of a change if a manager does first. Keep your manager population informed, included, and accountable through the duration of the change.
By avoiding these common pitfalls, you can increase the chances of success and effectively navigate the complexities of change management.
Change is inevitable. The rate and frequency of change initiatives only seem to be increasing as organizations face new challenges such as digitalization, multi-generational workforces and an increasing focus on employee well-being. Managing change can be a complex and challenging process, but with the right strategies and approach, it is possible to successfully navigate even the most significant changes.
5 tips for leading and managing change in your organization:
Clearly define the change and its purpose.
Before embarking on a change initiative, it’s essential to have a clear understanding of what the change entails and why it is necessary. be sure to define the scope of the change, what it will achieve, and how it will benefit the organization. Here is a list to get you started.
Plan and prepare for the change.
A well-thought-out plan can help ensure that the change is implemented smoothly and effectively. Consider what resources and support will be needed, the process you will follow and estimated timelines. Not sure where to start? We organized our change process resources into 4 steps, read more here.
Engage and involve stakeholders.
Change is more likely to be successful when it is embraced and supported by key stakeholders. Engage with employees, customers, and other stakeholders early on in the process to ensure that their concerns and input are taken into consideration. You can download a thorough Stakeholder Analysis How-To Guide & Template here.
Communicate the change effectively.
Change can be stressful and unsettling for employees, so it’s important to effectively communicate the rationale for the change and how it will affect them. Use a variety of channels to ensure that everyone has access to the necessary information, and be transparent and open in your communication. Follow our communication template to capture the complexity in audience groups, key messages, timeline and communication tactics.
Monitor and evaluate the change.
Once the change has been implemented, it’s important to monitor its progress and effectiveness. Use metrics to track the impact of the change. Ensure ownership, knowledge management & training sustainment is accounted for. Follow our sustainment plan for more details.
Managing change can be a complex and challenging process, but by following these steps, you can increase the chances of success and ensure that your organization is well-positioned to adapt and thrive in an ever-changing business environment.
