Last updated on 2024年9月12日

How do you handle resistance and feedback from your BPI trainees and coaches?

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Business process improvement (BPI) is a systematic approach to identify, analyze, and optimize the workflows and activities that deliver value to your customers and stakeholders. BPI can help you achieve higher efficiency, quality, customer satisfaction, and profitability. However, BPI is not a one-time project, but a continuous cycle of learning and improvement that requires ongoing training and coaching of your staff and managers. How do you handle resistance and feedback from your BPI trainees and coaches? Here are some tips to make your BPI training and coaching framework more effective and engaging.

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Matt Rebeiro

Strategic Advisor | Startup | Tech | Ops | Product | GTM Consultant | Marketing | SaaS | AI Process Automation…
JL Suarez, MBA

?? 46 x LinkedIn Top Voice: ??Senior Manager of Corporate Insights, Analytics, and Data at Holiday Inn Club…
Ahmed Abbas Moussa

Certified Coroprate Governance Expert | Holistic Business Optimization Leader & Talent Management Expert | Strategic OD…

1 Understand the sources of resistance

Resistance to change is natural and inevitable, especially when it comes to changing the way people work. Some of the common sources of resistance to BPI are fear of losing control, status, or skills; lack of trust or support from leadership; misunderstanding or disagreement with the goals or methods of BPI; or inertia and habit. To overcome resistance, you need to understand the root causes and address them with empathy, communication, and involvement. Listen to the concerns and feedback of your trainees and coaches, acknowledge their emotions and perspectives, and explain the benefits and rationale of BPI for them and the organization. Involve them in the BPI process, solicit their ideas and suggestions, and empower them to make decisions and take ownership of the outcomes.

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Matt Rebeiro

Strategic Advisor | Startup | Tech | Ops | Product | GTM Consultant | Marketing | SaaS | AI Process Automation Strategy | CEO Top Leadership Voice | Founder | COO | CPO | Toronto | New York | Vancouver | San Francisco |
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Experiencing resistance to change? Research some of the popular and effective Change Management frameworks such as Prosci’s ADKAR. It outlines an effective approach to successfully managing change. ADKAR stands for: Awareness Desire Knowledge Ability Reinforcement Matt Rebeiro - Challenge the Status Quo #ChangeManagement #ADKAR #bpi

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JL Suarez, MBA

?? 46 x LinkedIn Top Voice: ??Senior Manager of Corporate Insights, Analytics, and Data at Holiday Inn Club Vacations??: Inspiring Innovation & Leadership in Business Intelligence??
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Understanding resistance is crucial for successful Business Process Improvement (BPI). ?? Fear of losing control or status, and lack of trust from leadership, are common barriers. To tackle these, empathy and communication are key. Engage your team by listening to their concerns and involving them in the process. This not only addresses their fears but also empowers them, making them feel valued and integral to the change. Remember, when people feel heard and involved, they are more likely to embrace and champion the transformation! ??

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2 Design relevant and interactive training

Training is a key component of BPI, as it helps your staff and managers learn the concepts, tools, and techniques of BPI and apply them to their own processes. However, training can also be boring, overwhelming, or irrelevant if it is not designed and delivered well. To make your training more effective and engaging, you need to design it based on the needs, goals, and preferences of your trainees and coaches. Conduct a training needs assessment, define the learning objectives and outcomes, and customize the content and format to suit the audience and context. Use a variety of methods and media, such as lectures, videos, case studies, simulations, games, quizzes, and feedback, to make the training more interactive and fun. Provide opportunities for practice, reflection, and feedback, and reinforce the learning with follow-up activities and support.

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Ahmed Abbas Moussa

Certified Coroprate Governance Expert | Holistic Business Optimization Leader & Talent Management Expert | Strategic OD Partner | Championing Sustainable Growth & Agile Transformation
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Tailored Content: Design training that directly addresses challenges, making it relevant Interactive Methods: Use engaging activities to enhance understanding Practical Application: Incorporate real case studies, showcasing successful BPI principles. Learning from Experience: Analyze both successful and challenging cases for practical insights. Individual Benefits: Communicate how BPI contributes to personal and professional growth. Align with Goals: Show how BPI aligns with career goals, emphasizing its relevance. Encourage Dialogue: Foster an open environment to share opinions and concerns. Feedback Loops: Establish regular sessions for continuous improvement.

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Imrul Kayes

Co-Founder, Camel Tech | Project Manager
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To handle resistance and feedback from BPI trainees and coaches, design training that is engaging and directly relevant to their roles. Interactive sessions help keep participants involved and make the learning experience more effective. When training is tailored to their needs and interests, it becomes easier to address concerns and resistance, leading to a smoother implementation of business process improvements.

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3 Provide ongoing coaching and feedback

Coaching is a vital part of BPI, as it helps your staff and managers implement the BPI concepts, tools, and techniques in their daily work and overcome the challenges and obstacles they face. Coaching also helps you monitor the progress and impact of BPI and provide feedback and guidance to improve the performance and results. To make your coaching more effective and engaging, you need to provide ongoing coaching and feedback to your trainees and coaches. Establish a regular schedule and format for coaching sessions, such as one-on-one meetings, group discussions, or online platforms. Use a coaching model, such as GROW (Goal, Reality, Options, Way forward), to structure the coaching conversation and help your trainees and coaches set goals, assess the current situation, explore options, and plan actions. Use open-ended questions, active listening, and constructive feedback to facilitate learning and development. Celebrate successes, recognize achievements, and address gaps and issues.

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Imrul Kayes

Co-Founder, Camel Tech | Project Manager
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Handling resistance and feedback effectively involves providing continuous coaching and feedback. Regular check-ins and constructive feedback help address issues early and guide trainees through challenges. By offering ongoing support, you can build trust and encourage a more positive attitude toward the changes being implemented. This approach helps ensure that everyone remains engaged and motivated.

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4 Evaluate and improve your training and coaching framework

BPI is a continuous cycle of learning and improvement, and so is your training and coaching framework. You need to evaluate and improve your training and coaching framework regularly to ensure that it is aligned with the BPI goals and objectives, meets the expectations and needs of your trainees and coaches, and delivers the desired outcomes and results. To evaluate and improve your training and coaching framework, you need to collect and analyze data and feedback from your trainees and coaches, as well as from other sources, such as process performance indicators, customer satisfaction surveys, or financial reports. Use a balanced scorecard approach, which considers four perspectives: learning and growth, internal processes, customer, and financial. Identify the strengths and weaknesses of your training and coaching framework, as well as the opportunities and threats for improvement. Implement changes and improvements based on the findings and feedback, and communicate them to your trainees and coaches.

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Imrul Kayes

Co-Founder, Camel Tech | Project Manager
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To manage resistance and feedback, regularly evaluate and enhance your training and coaching framework. Assess what’s working and what isn’t, and make adjustments based on trainee feedback. Improving your approach ensures that it remains effective and responsive to the needs of the team, helping to minimize resistance and maximize the impact of your BPI efforts.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Imrul Kayes

Co-Founder, Camel Tech | Project Manager
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When addressing resistance and feedback, consider sharing success stories or real-life examples of how similar challenges were overcome. Highlighting past successes can inspire and motivate trainees. Additionally, fostering an open environment where feedback is encouraged and valued can help address concerns more effectively. Creating a culture of continuous improvement helps everyone adapt more smoothly to changes.

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How do you handle resistance and feedback from your BPI trainees and coaches?

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1 Understand the sources of resistance

2 Design relevant and interactive training

3 Provide ongoing coaching and feedback

4 Evaluate and improve your training and coaching framework

5 Here’s what else to consider

Business Process Improvement

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