Even those leaders who try to effect organizational change according to the “book” often ignore the fundamental change management difference in mindset between their view of the business and their employees’ view of the business.
Think about it…employers are looking to increase profits and productivity. They want a steadily improving, predictable and hassle-free level of performance from their workers. Employees, on the other hand, are looking for fair compensation, job security and safety in their workplace. Most employees (especially Millennials) are also looking for some choice in what, how and when they do their jobs. The difference in how employers and employees view the organization and what they want out of it fundamentally affects the way they look at change.
It is critical that you as a leader look at both sides when you first consider organizational change and then before you communicate change to the troops.
Let’s say you are considering an organizational change initiative around your customer service strategy. Instead of pushing your employees toward handling more customer calls per day, you want to focus on the level of customer satisfaction and repeat business. In other words you believe quality and loyalty, not speed and quantity, are what will benefit the organization the most. From the employer’s point of view, you have determined that the new strategy will yield higher customer satisfaction, increased customer loyalty and greater revenues.
Now from the customer service employees’ point of view, this change will most likely rock their world. They will now be held to a different standard and will probably need to undergo more customer service training in how to better listen to the customer, elicit their real needs, learn what solutions are possible and ensure the customer is happy with the outcome of the phone call. This changes their level of security in their job and how they do it.
The way you as the employer communicate the change is critical. The rationale for the change needs to be put forth in a way that shows empathy for the employees who need to adopt new behaviors vis-à-vis their customers. It is important to show how this change will benefit both the organization and the customer service reps. Show how they can find more satisfaction in their role once they learn how to truly satisfy customers rather than just push on to the next phone call as they did before. Ask for the employees’ help in defining new performance standards and best practices. As they feel more involved in the change and its implementation, they will have more commitment to its success.
Show that you care not only about the organization’s bottom line but that you care about your employees’ wellbeing. Include them in your deliberations and encourage them to express their questions and concerns. When you take their perspective into account along with your leadership perspective on securing the company’s future health, you can narrow the gap between how you and your employees look at the world. You and your workforce will be pulling in the same direction with a congruence of goals.
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Director, HR Business Partner
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Leading Global Health Care Company
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Fortune 500 Financial Services Company
Director of Infrastructure & Technology
LSA is an instrumental training outsourcing partner in helping us to build management capacity and strategically invest in our people. Their flexibility, depth, and breadth of expertise allows us to deliver top quality solutions that are directly tied to key business plans. Their ability to custom design, deliver, and evaluate our Management Curriculum has been excellent. They are true business partners and a pleasure to work with.
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I have worked with LSA Global at previous companies and welcomed the opportunity to bring them in to support my new organization. We worked closely with LSA to design a solution for our Client Partner Teams and Management Training on both coasts. LSA designed a customized solution for our business and organizational culture. LSA is a quality organization, one that I’d recommend to any company looking for a first class training and consulting partner that makes an impact.
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Senior Marketing Manager
I am very impressed with the quality of work and talent. LSA did a great job of listening to my needs and providing the exact management training program expertise I needed to get the job done.
Director, Business Planning & Analysis
LSA helped to meet the needs of my teams within a very narrow timeframe. My team walked away with highly useful management tools and practices. LSA saved us time in delivering the right solution for our specific needs.
Director, Software Engineering, EPG
We consider LSA Global our outsourced learning and development partner. We worked closely with LSA to customize a management development program to meet our growing business needs. I would highly recommend LSA to any company wanting to deliver quality learning solutions.
Vice President Human Resources
LSA’s approach and ability to bring the best resources to eBay has been a great asset. They really focus on helping us succeed in any way they can and are very flexible in meeting our management and talent needs.
Learning & Development
Hyperion has a commitment to lifelong learning. LSA helps us provide the right business sales training, management training programs, and leadership development programs at the right time to meet the needs of both individuals and departments. I especially appreciate their ability to listen to my needs and recommend the appropriate facilitators, solutions and content.
Senior Project Manager
LSA Global’s consultant brought a fresh perspective to our behavioral based interviewing strategy for two key executive positions we needed to fill, and their consultant helped us develop questions that produced a much deeper understanding of candidates’ capabilities. I am confident that the two new executives joining our organization have the right skills to add significant value. Throughout the process LSA was also very responsive in dealing with short lead time requests.
Because of the unique nature of our business, Excel is a core application in our accounting organization. After three attempts to find an Excel consultant who is capable of helping our finance team integrate advanced applications into our work processes we found LSA and Alex. He was not only a “Real” Excel expert but was masterful in helping us identify where to use Excel applications in our processes to increase our group’s efficiency.
SPO Partners & Co
Kim Silva, CFO
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