Change management is a complex process that involves a range of skills to achieve success. Those in the role of change managers or change agents are tasked with guiding organizations through periods of change. To effectively fulfill this responsibility, all change practitioners require more than just a smart change management strategy or a deep understanding of change management methodologies; they also need a distinct skill set that empowers them to tackle the myriad challenges that surface throughout the change management process.
Mastering Change: Develop Change Management Skills
In the dynamic landscape of today’s business world, the role of a change manager has never been more crucial. Organizations constantly strive to adapt and evolve, and effective change management is the linchpin that ensures these transitions are successful. Whether you’re embarking on a career in change management or looking to enhance your existing skill set, understanding and developing key change management skills is essential in managing change.
Top Change Management Skills for the Change Practitioner
As organizations constantly seek to adapt, innovate, and grow, the effective management of any organizational change becomes paramount. To successfully lead change, every change management practitioner needs to inspire, effectively communicate, address challenges, build trust and be ready to adapt their change management strategies and initiatives rapidly if needed.
Inspirational Leadership
Change managers must possess strong leadership skills to guide their organizations through the change process. They need to be able to inspire and motivate employees to embrace the change and take ownership of it for successful change management. A strong leader can help to create a sense of urgency, provide a clear vision of the desired outcome, and build a coalition of support.
For example, when Procter & Gamble (P&G) went through a major restructuring process followed by an organizational change in the late 2000s, the company’s CEO, A.G. Lafley, played a crucial role in leading the change. He clearly communicated the reasons for the change and the benefits it would bring, and he worked to build buy-in and support from employees. Through his leadership, P&G was able to successfully implement the transformational change initiative and emerge as a stronger and more competitive company.
Effective leadership in change management also involves understanding and addressing resistance to change from employees. A strong change management leader should be able to understand the reasons for resistance, and work on addressing the underlying concerns, by for example involving employees in the change process, providing clear communication, creating a sense of security during the process and ensuring adequate support.
Two-Way Communication with Employees
Change managers must be able to effectively communicate the change to all stakeholders, including employees, customers, and shareholders. They must be able to clearly and persuasively explain the change management strategy, the change management process and the change initiatives. Managing change requires that all parties are on board with the reasons behind the change, what the change will involve, and how it will benefit the organization.
For example, when Netflix decided to shift its focus from renting DVDs to streaming video, they had to clearly communicate this transformational change to their customers. As this is a major change, they created comprehensive change programs with a solid communication plan, which included detailed explanations of the benefits of streaming, such as instant access to a wide variety of content, and they worked to address any concerns that customers had about the change. This helped to minimize customer churn and build support for the new service.
Effective communication also involves building a transparent and regular dialogue with employees, and involving them in the decision-making process. By doing so, employees will feel that their opinions and concerns are heard, and that they are part of the change.
Addressing the Right Problems
Change managers must be able to identify the root cause of problems and develop effective solutions. They must be able to anticipate and plan for potential obstacles that may arise during the change process, and they must be able to think critically and creatively to overcome them.
For example, when the LEGO Group was facing financial trouble in the early 2000s, they hired a new CEO, Jørgen Vig Knudstorp, who was able to identify the root cause of the problem and develop a solution. He recognized that LEGO had expanded into too many different markets and product lines, and that it had lost focus on its core business. Knudstorp developed a new strategy that involved streamlining the company’s operations, and he successfully turned LEGO around and put it on a path to sustained growth and success.
Problem-solving also includes being able to work with ambiguity and uncertainty. Change often comes with unknowns and change managers should be able to navigate through it while keeping a clear sense of direction.
Building Trust Through Empathy
Change managers must possess a high level of emotional intelligence to be able to understand and manage the emotions of those affected by the change. They must be able to empathize with employees, address their concerns, and build trust.
For Example when IBM was undergoing a major restructuring in the early 1990s, the company’s CEO, Lou Gerstner, was able to use his emotional intelligence to lead the change. Gerstner recognized that employees were concerned about the changes and their future with the company, so he made a point of meeting with employees in small groups, to listen to their concerns and allay their fears. He also implemented an employee engagement program, which helped to build trust and support for the changes.
Emotional intelligence also involves being able to understand and manage one’s own emotions during the process of change. Change can be stressful and change managers must be able to keep a clear mind and not let emotions cloud their judgment, decision making and communication during the process.
Adaptability
Change managers must be able to adapt to new situations and changing circumstances. To manage change effectively, they must be able to adjust their strategies and tactics as needed, and they must be able to remain calm and focused under pressure.
For example, when the global financial crisis hit in 2008, many organizations were forced to make significant changes in order to survive. Those that were successful, like Goldman Sachs, had leaders who were able to adapt to the changing circumstances and make quick decisions to address the crisis. The leadership at Goldman Sachs adapted its risk management strategy, including reducing its leverage and shifting to more conservative investments, which helped the company weather the crisis and emerge stronger.
Adaptability also involves being able to learn from the change process. Change managers should continuously evaluate and reflect on the process, in order to identify what worked well and what did not. This allows them to improve their change management skills and strategies in the future.
In conclusion, change management is a complex process that requires a variety of skills to be executed successfully. The top five skills for successful change managers are leadership, communication, problem-solving, emotional intelligence and adaptability. By possessing these skills, change managers can effectively guide their organizations through transitions and achieve their desired outcomes. Change managers must recognize the importance of continuous learning and adaptation to effectively navigate ongoing change management challenges in the future.