Your front desk staff is resistant to training changes. How can you effectively manage their resistance?

Understanding where the resistance to the change comes from and then include them in the change process asking for their input

First, I would engage the employee to understand the underlying reasons for their resistance. It’s possible they may fear change, or they might have had a negative experience with a similar initiative in the past. This conversation would then guide my response. I recall an experience with a young lady at one of the agencies I worked with who exhibited similar resistance. Her concern wasn’t about the training change itself, but rather the fear of being pigeonholed in her current role as a front desk executive. She aspired for more and was worried that participating might limit her opportunities for more significant roles within the organization, as she feared it would affect her chances of being considered for a higher position.

After considering the concerns raised by the team, it is essential to develop a comprehensive plan that accommodates everyone's needs. Establishing clear benchmarks is crucial for fostering accountability. Creating efficient processes requires the development of effective workflows, and the success of these processes hinges on our ability to adapt and find common ground.

In the case of the employee who had concerns due to her aspirations for a career change, we carefully identified her strengths and began gradually expanding her responsibilities within the organization. We then adjusted her training schedule, originally focused on front office-related competencies, to include media buying-related skills, aligning with her goal of becoming a media buyer. With this plan in place and her additional role as a media buying assistant, her enthusiasm for her job became almost inspiring, as the opportunity to do more and learn invigorated her.

A strong support system can be just as valuable as external training. I had a colleague who gained more from the people she worked with over time than from formal training sessions. Note: This is not to discard external training sessions. She had access to their resources, received mentorship, and benefited from their commitment to her growth as an excellent manager. They were always available to guide her and address any challenges she faced. This support empowered her to take on greater responsibilities with confidence, knowing she had a team that wouldn’t let her fail.