4 Questions to Answer Before Executing Change

Anxiety rises for almost everyone, when change is driven, pursued and executed in a company. This anxious environment muddles the process. As a result it creates lower performance in people. That isn't much of a surprise, is it?The apprehension and tension can come from leaders, employees, or a company's clients, depending upon the organization. But more important than where it comes from is why it originates. The reason that the original root of the anxiety takes precedence is because it is contagious - so it doesn't matter where it started, it just matters why it began. Usually it comes from questions that people have with the absence of answers.

Leaders have a lot of control when it comes to the level of anxiety around their teams. They can influence their teams for better or worse. Even if they're not the ones who load their teams with burdens, they still have the ability to set an atmosphere that eradicates an anxious culture. They have the power to begin, end or alter the mood of their team members.

We would all like to believe that leaders would use this useful information to better their teams, organizations and bottom-lines.  But for whatever reason, they don't. Too many don't think it's true or relevant to their situation. I am here to suggest it is true and relevant.  I can't promise it'll be easy but I can promise it'll be worthwhile.

If you're a manager, there are four questions to ask that will help you alter the anxiousness contaminating your company--even if you're the one responsible for leaking the toxic tone.

Why does "something need to change"?

Change promises movement, improvement and progress.  So is the need for change because of someone's grand idea? Is it part of a strategic plan? Are our customers' demanding it? This involves the research, assessment, information and business intelligence data. This is crucial because usually only a small number of people in a company (usually executives) have access to this information and the analytics that go with it. So, employees will think about the "why" and seldom get information or answers related to it. Your secret weapon is positive and proactive communication.

What is going to change?

This seems like an obvious question to ask when initiating any change, but all too often the answer is also ambiguous. The "numbers" don't give answers so executives have to grapple with a strategic direction. This process will spur the rumor mill. Without specificity, managers start to spin their wheels, point their fingers and anxiously await immeasurable plans and results. Uncertain beginnings can only become uneasy endings, as Kotter asserts that 70% of 'change efforts' fail. The main antidote is: don't start off on the wrong foot, know what needs to change and why, and clearly outline the details of that direction. Or, include employee teams in creating the plans. In all cases, listen to their ideas and concerns, and openly facilitate the emotional impact on them.

Who needs to change it and when?

People will need to know their new roles, procedures, resources, teams etc. Naturally, this question should come after answering question one and two. Once you know what needs to change and the specifics of that proposed solution, you can assign responsibility to its rightful owner. Your followers will respect and admire your ability to delegate appropriately. People also need to be trained to execute the plan. A lack of clarity produces more negative fears. The lack of inclusion or explanations leads to further concerns and will sap the morale from even the best teams. Those in charge of implementation must communicate as quickly and as specifically as possible to those who will be involved and then add regular updates on progress.

How does it affect me?

Everyone wants the know, WIFM: what's in it for me? This must accompany the roll out of any change. Focus on your team's needs. Does it mean a new job? Does it mean losing a job or layoffs? How will the change help? When will it happen? Communicating these messages with empathy, compassion and care will often make or break the change initiative.  And, really, when a whiff of change is in the air, this question is the one that every individual will ask before any others. Immediate communication can help calm a charged atmosphere and reassure people. 

One environmental services company implemented sweeping organizational changes by email, just as employees started a new week. The company was disrupted for over six months. Business slowed and employee turnover was extraordinarily high. Contrast this with a medical services company we worked with: contrary to past practices, they began a much needed customer experience change process with employee input and planning meetings. These were followed up with weekly update meetings and messaging on the company portal. Executive leaders were highly visible in all activity. Their efforts reaped  positive employee engagement and business benefits.

When leaders or everyday employees excuse anxiety as an inevitable element of change, they are exerting effort in ineffective, unhelpful ways. Healthy nerves can be present but toxic emotions that cause employees to be on edge do nothing but damage. Do your teams a favor and make an honest effort to extinguish all anxious fires before wildfires erupt and devour all the changes planned.

Want to accelerate your management career?  Enroll in this one of a kind complimentary Excellence in Management training for managers.

For employees, see this self-development video: 7 Habits of Highly Effective Employees.

Rick and his business partner Doug published these approaches in their book, Superstar Leadership. They created the Superstar Leadership Model as a way to remember and apply the principles.

Rick Conlow International is an eBusiness consulting, and training company that coaches leaders to achieve record-breaking performances in sales growth, customer experience improvement, employee engagement and leadership effectiveness. In this business, Rick serves managers worldwide online through educational and coaching services designed to accelerate their careers and teams' success.

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