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What are effective strategies to build trust and rapport with groups resistant to change?

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Change is inevitable, but not always welcome. As a facilitator, you may encounter groups that are resistant to change, whether it is a new process, a new strategy, or a new culture. How can you build trust and rapport with these groups and help them overcome their fears and objections? Here are some effective strategies that you can use in your facilitation sessions.

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Nikki Stone

C-Level Executive l Board Member l Mentor l Keynote Speaker
Matt McGowan

Advancing Snap Inc's (Snapchat, Bitmoji, Spectacles) business in Canada and abroad | President, Director, Board…
Chandan Rout

Digital Business, Operational Efficiencies, Program Management

1 Understand their perspective

The first step to building trust and rapport is to understand where the group is coming from. Why are they resistant to change? What are their concerns, expectations, and motivations? How do they perceive the benefits and risks of the change? To find out, you need to listen actively, ask open-ended questions, and empathize with their emotions. Show them that you respect their opinions and that you are there to support them, not to impose the change on them.

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Nikki Stone

C-Level Executive l Board Member l Mentor l Keynote Speaker
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Create a brave space where failure is both acceptable and an accomplishment. Change management is not perfect even in the best laid plans. You must be comfortable with failure. Fail quick, learn, and improve. Try to create smaller test groups to help perfect and learn before rolling out to the larger community impacted. Not only will you create change agents, but you will also work out a great deal of the kinks before impacting the larger group.

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Chandan Rout

Digital Business, Operational Efficiencies, Program Management
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I would say it begins with "patience" as a facilitator because this stage of onboarding a group is pivotal to the success of the project,be it a new feature on the website, or implementing a new HR process. 1. Begin conversation with the group well ahead of time to speak about the change. Advance communication is key because it starts preparing them for upcoming event at a subconscious level. They may not accept at first but they can't deny the inevitable as well. 2. Schedule monthly or bi-weekly cadence to keep the group updated and importantly these regular meetings help reiterate the fact that change is for real. 3. Prepare a training plan to navigate change and seek feedback from group . Key is to engage the group in change management.

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2 Involve them in the process

The second step to building trust and rapport is to involve the group in the change process. Instead of telling them what to do, invite them to co-create the change with you. Ask for their input, feedback, and suggestions. Encourage them to share their ideas, experiences, and best practices. Acknowledge their contributions and celebrate their achievements. By involving them in the process, you can increase their sense of ownership, engagement, and commitment to the change.

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Angie Alexander, P.Eng

Shift from “meh” to motivated! | Working with teams, leaders, and executives to optimize productivity, and unlock innovation & creativity | Management Consultant | Executive Coach | Mental Fitness Coach | Facilitator
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Gaining input and feedback is essential. When folks feel part of the process they are much more likely to make sure the changes happen. Even if their ideas or suggestions aren’t used, if they feel heard and understand why certain choices and decisions were made, they will become change advocates

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3 Address their concerns

The third step to building trust and rapport is to address the group's concerns and objections. Don't ignore or dismiss them, but rather acknowledge and validate them. Explain the rationale and the benefits of the change, and how it aligns with the group's goals and values. Provide evidence and examples of how the change has worked for others, and how it can work for them. Anticipate and prepare for potential challenges and risks, and offer solutions and support. By addressing their concerns, you can reduce their anxiety and uncertainty, and increase their confidence and optimism.

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Matt McGowan

Advancing Snap Inc's (Snapchat, Bitmoji, Spectacles) business in Canada and abroad | President, Director, Board, Advisor, Operator, Mentor & Mentee
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Trust comes from a relationship and it builds over time, with every interaction and at every touchpoint. Over time, someone’s trust in the complete consumer experience with a merchant may be more important than other factors, like selection or price. If someone becomes convinced that she’ll always get a reasonable deal with no hassle, she may make that merchant her go-to and stop worrying about price comparisons. You can lose trust easily: Over-marketing, irrelevant content or ads, or not offering value in your communications are common ways to rupture the relationship. But let’s look at ways to build trust.

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4 Build on their strengths

The fourth step to building trust and rapport is to build on the group's strengths and assets. Don't focus on their weaknesses or gaps, but rather on their skills, talents, and resources. Recognize and appreciate their existing capabilities and achievements, and how they can leverage them for the change. Highlight and reinforce their positive behaviors and attitudes, and how they can contribute to the change. Challenge and inspire them to grow and learn, and to achieve their potential. By building on their strengths, you can boost their self-esteem and motivation, and foster a culture of excellence.

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5 Create a safe space

The fifth step to building trust and rapport is to create a safe space for the group to explore and experiment with the change. Don't judge or criticize them, but rather support and encourage them. Provide clear guidelines and expectations, and ensure that they have the necessary tools and resources. Facilitate constructive feedback and learning, and help them reflect on their progress and performance. Allow them to make mistakes and learn from them, and to express their feelings and opinions. By creating a safe space, you can enhance their creativity and innovation, and cultivate a culture of trust.

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6 Follow up and follow through

The sixth and final step to building trust and rapport is to follow up and follow through with the group. Don't leave them hanging, but rather check in and follow up with them regularly. Monitor and measure their results and outcomes, and provide timely and relevant feedback. Celebrate their successes and milestones, and acknowledge their challenges and difficulties. Provide ongoing support and guidance, and help them overcome any barriers or obstacles. Keep them informed and updated on the change process, and solicit their feedback and suggestions. By following up and follow through, you can sustain their interest and involvement, and ensure a smooth and successful change.

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7 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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What are effective strategies to build trust and rapport with groups resistant to change?

1

2

3

4

5

6

7

1 Understand their perspective

2 Involve them in the process

3 Address their concerns

4 Build on their strengths

5 Create a safe space

6 Follow up and follow through

7 Here’s what else to consider

Facilitation

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What are effective strategies to build trust and rapport with groups resistant to change?

1

2

3

4

5

6

7

1 Understand their perspective

2 Involve them in the process

3 Address their concerns

4 Build on their strengths

5 Create a safe space

6 Follow up and follow through

7 Here’s what else to consider

Facilitation

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