Your team is hesitant about system upgrades. How can you overcome their resistance effectively?

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Navigating the challenge of system upgrades can be daunting, especially when your team is hesitant. Understanding their concerns and addressing them with clear communication and a strategic approach is essential. System upgrades, while necessary for security, efficiency, and competitiveness, often bring about change that can be unsettling. Your role in systems management is to facilitate this transition smoothly, ensuring that your team is on board and prepared for the new system.

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John Danahey, MBA, CMMC RP

Governance, Risk & Compliance Engineer | Cybersecurity | CISv8 | NIST-CSF | HIPAA | NYDFS | CCPA | GLBA/FTC | SEC CFR |…

1 Address Concerns

Your team's hesitation likely stems from concerns over the potential disruption that system upgrades can bring. To alleviate these worries, engage in open dialogue. Listen to their apprehensions and provide detailed explanations about how the upgrade process will unfold. Assure them that their daily workflow will be considered and that support will be available to help them adapt to the new system. Transparency about the benefits of the upgrade, such as enhanced security and improved functionality, can also help in gaining their buy-in.

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John Danahey, MBA, CMMC RP

Governance, Risk & Compliance Engineer | Cybersecurity | CISv8 | NIST-CSF | HIPAA | NYDFS | CCPA | GLBA/FTC | SEC CFR | CMMC Sarbanes-Oxley| Disaster Recovery| Systems Management
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I would recommend engaging staff in the research for both the pros and cons of the upgrade. When you empower your staff to be part of the solution, the outcomes are far more predictable. When you “force” the situation, you create unintended consequences like “passive aggressive” behavior.

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Martin Browning

System Development Specialist at King Price Insurance
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I found in the adaptation of new development of systems is to ensure the participation of the parties who use these systems. Involvement in the design process can shed a lot of light on the participants requirements. The acceptance of the system comes more naturaly if the stakeholders can see their inputs in action.

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2 Plan Thoroughly

A meticulous plan is your roadmap to a successful upgrade. This should include a timeline, resource allocation, and a risk management strategy. Share this plan with your team, so they understand each phase and their role in it. Ensure that the plan allows for minimal disruption to their work. Training sessions should be scheduled to build confidence in using the new system. By demonstrating that you've thought through the process, you'll instill a sense of preparedness and reduce resistance.

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John Danahey, MBA, CMMC RP

Governance, Risk & Compliance Engineer | Cybersecurity | CISv8 | NIST-CSF | HIPAA | NYDFS | CCPA | GLBA/FTC | SEC CFR | CMMC Sarbanes-Oxley| Disaster Recovery| Systems Management
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Again, the plan should be a collective product of the “team”. Most importantly what is the “back-out” strategy and at what point in time is the call made, and with whom does the responsibility lie for making that decision. Avoiding time consuming outages is paramount.

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3 Foster Collaboration

Encourage your team to be part of the upgrade process by inviting their input. This collaboration can lead to valuable insights that improve the upgrade strategy. It also gives team members a sense of ownership over the change, which can transform resistance into support. Establish a feedback loop where concerns and suggestions are addressed promptly, reinforcing the idea that their contribution is vital to the project's success.

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John Danahey, MBA, CMMC RP

Governance, Risk & Compliance Engineer | Cybersecurity | CISv8 | NIST-CSF | HIPAA | NYDFS | CCPA | GLBA/FTC | SEC CFR | CMMC Sarbanes-Oxley| Disaster Recovery| Systems Management
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Agreed that empowering the “team” creates a sense of ownership and results in a better solution. Maturity of the organization weighs heavily on the amount of “oversight” required to ensure the best outcome. A Systems Engineer, Project Manager or both may be required depending on the complexity and scope of the upgrade.

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4 Offer Training

A common source of resistance to system upgrades is the fear of the unknown. Counter this by providing comprehensive training sessions tailored to different learning styles. By demonstrating the new system's features and benefits through hands-on workshops or interactive tutorials, you can help your team become more comfortable and proficient with the changes. Emphasize that these training opportunities are designed to empower them, not just to transition to a new system.

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John Danahey, MBA, CMMC RP

Governance, Risk & Compliance Engineer | Cybersecurity | CISv8 | NIST-CSF | HIPAA | NYDFS | CCPA | GLBA/FTC | SEC CFR | CMMC Sarbanes-Oxley| Disaster Recovery| Systems Management
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A cross functional team, with representation from all stakeholders, is critical to ensure that often overlooked requirements are identified and managed. Training is critical for understanding product features and technical implementation requirements as well as end-user training.

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5 Ensure Support

Post-upgrade support is crucial in maintaining momentum and addressing any issues that arise. Establish a helpdesk or a dedicated support team that can offer immediate assistance. Make sure your team knows that help is readily available and that no question is too small. This safety net encourages them to engage with the new system without fear of making mistakes, knowing they have the support needed to overcome any challenges.

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John Danahey, MBA, CMMC RP

Governance, Risk & Compliance Engineer | Cybersecurity | CISv8 | NIST-CSF | HIPAA | NYDFS | CCPA | GLBA/FTC | SEC CFR | CMMC Sarbanes-Oxley| Disaster Recovery| Systems Management
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Again with a cross functional team with a Systems Engineer or Project Manager ensures that pre and post support is identified and coordinated.

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6 Monitor Progress

After the upgrade, closely monitor the system's performance and how your team is adapting to it. Use metrics to gauge the success of the transition and identify any areas where additional support or training may be necessary. Share these findings with your team to show progress and acknowledge their efforts in adapting to the new system. This ongoing evaluation not only ensures that the system is functioning as intended but also demonstrates your commitment to your team's success in the new environment.

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Julie Tran

Sr. Business Operations | Dyno Therapeutics
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This is a great time to solicit feedback and gain an understanding of what went well and what learnings can be taken away for future roll outs. What was helpful during the launch? What could have used more attention? Was the training sufficient and is additional training required? Sharing data and metrics shows your commitment to the project, but finding ways to improve the system that works for your team while achieving your own initiatives shows your commitment to a smooth transition and an equitable system that works for everyone.

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Your team is hesitant about system upgrades. How can you overcome their resistance effectively?

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1 Address Concerns

2 Plan Thoroughly

3 Foster Collaboration

4 Offer Training

5 Ensure Support

6 Monitor Progress

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