Empathy and Strategy on change management

Change is hard! We can all agree to that, right? A great leader and friend told me that for things to change we need a “Come to Jesus meeting” and granted sometimes that is highly effective. I myself have had a few of those when things needed to get back on track quickly. However, there is another path. Empathy! I know it sounds strange, but I′ve seen it work. When teams get together and they understand how their actions impact each other, empathy comes at plan, and it can do magic.

Organizational change is a multifaceted process that demands careful planning, effective communication, and active engagement from all stakeholders. As a company leader, our ability to steer this transformation successfully hinges on understanding our teams’ perspectives and ensuring everyone′s commitment. In this article, I will share some strategies I believe can facilitate smooth transitions and foster a positive organizational culture during times of change. After all, change is the constant, the worst thing that could happen is if things didn′t evolve, transform and grow. No one ever goes anywhere by staying in the same place.

To gain valuable insights into your team’s needs and preferences, consider exploring the mindsets of each individual. What motivates them? What fears or reservations do they harbor about change?

It is essential to maintain communication open and consistent. Conducting one-on-one calls with your teams provides qualitative data that quantitative metrics cannot capture. These conversations serve several purposes such as understand their perspectives, fears, and expectations related to the impending changes. People appreciate being heard.

The leader should tailor communication based on individual needs. This is not a one size fits all type of skill, the responsibility of communication lays in the hands of the communicator and you have to be flexible with your style according to the listener. Each person′s experience is unique.

This point reminds me a situation I had with one of my favorite leaders throughout my career. One day, me and my peer, knocked on her door to which she responded with a very intense: “What do you want?”, (she′s from New York city, so add accent). My peer reacted to that by crying in the back office. For me her response translated to: “I′m very busy and quite annoyed, if this can wait, come back later”. I thought everything was fine, until I saw the crying girl.

Our leader obviously did not mean to make my colleague cry, but here′s what actually happened: I understood the message, my colleague didn’t. Different people require different styles of communication.

Now back to my reflection, as a leader striking balance on transparency and oversharing can be difficult. In general leaders should share the reasons behind the changes. People appreciate knowing the “why” behind decisions. It fosters trust and understanding. You also want to explain the expected benefits of the transformation and potential challenges. Transparency helps manage expectations and reduces uncertainty.

Acknowledging emotions openly connects us in a human level. Being a vulnerable leader is not a weakness, it′s a strength. People relate to people. Being human is the key! Be empathetic, understand individual fears, whether related to job security, altered roles, or disruptions to routines. Show empathy and validate people′s concerns. Provide reassurance that their worries are acknowledged and that steps are being taken to mitigate risks. Transparency plays a crucial role here.

Be inclusive. Involve your teams at all levels in decision-making. Seek their input and feedback. When people feel included, they are more likely to embrace the transformation. This will create a sense of ownership. People will be empowered to take an active role in shaping the change. When everyone feels invested, resistance diminishes.

Organizational change isn’t just about processes; it’s about people. By understanding your team’s perspectives, communicating transparently, and fostering inclusion, you pave the way for a successful transformation. Lead with empathy, purpose, and a commitment to the collective journey.