Collector – May 2019 - 40

CREATIVESOLUTIONS

Change Management
How to tackle employees' resistance to change.
By Ronna Denny

C

hange is hard.
After all, we
are creatures of
habit and comfort.
Change can be
especially difficult for
employees who don't
have all the behindthe-scenes information used to make a
decision in the first place.
When deciding to implement something
new, managers know we have the best
interests of the company and its employees
in mind, but are we able to communicate
that to our teams? Announcing change can
go well or it can go poorly; I'd wager we've all
been involved in both scenarios.
Every employee is affected by company
change; there is not one who emerges
unscathed. Managing change well means
managing employees' reactions to the
change. People are usually comfortable
with the status quo, and change can feel
unpredictable. Unpredictability may be
perceived as threatening and unstable. That
negative perception is what you will need to
carefully manage.
Remembering that resistance to change is
a normal reaction is helpful. While you and
your team may have tried to predict all the
arguments and concerns your employees
will come up with, there will inevitably be
reactions you didn't think of. One of the
most important things you can do to manage
change well is to have a positive mindset.
Don't introduce change expecting to
get a negative reaction. Instead, expect
that any resistance to what you're
implementing can be overcome. Stay
positive and assume your employees will
come around as they begin to understand
the bigger picture. Your state of mind can
affect how the change is received.

40

Ideally, allowing employees to give
their input on the change while it is being
developed can create buy-in, but that option
is not always realistic. In lieu of soliciting
employee input, ensure that employees have
the opportunity to talk about the change and
ask questions after you have announced it.
Hopefully you've established a
relationship with your employees that
has shown them you are honest and
trustworthy, and because of your character,
they are loyal to you. If you then present
the change with unwavering support, your
employees will rely on your character and
their trust in you and follow your lead.
Make sure to explain the reason why the
change is needed and discuss it with your
team. In these discussions, you may hear
echoes of concerns you also had during the
process. It's OK to share the reservations
you had if you also share how you overcame
those reservations and why you are now on
board with the change.
You can help employees discover why
the change is beneficial for them. Once
they can identify "what's in it for them,"
their resistance will fade. Benefits to the
department and the organization should
be stressed as well.
Listen empathetically to your employees
when they express their concerns and ask
questions. Don't minimize their reactions.
Allowing them to discuss their concerns
and refraining from judgment can lessen
their resistance to the change. Supporting
your employees while supporting the
change will lessen the pain of the unknown.
If you can relieve their fears, you can arrive
at the projected benefit from the change
much sooner.

CREATIVE
SOLUTIONS

Ronna Denny is the senior vice president of
legal for CollectionCenter Inc.

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Collector – May 2019

Table of Contents for the Digital Edition of Collector – May 2019

Upfront
Industry News
Best Practices
FYI
Collection Tips
The Robot Revolution
ACA International’s 2019 Convention & Expo
Number Crunching
Calendar
Honor Roll
Education Spotlight
Regulators Should Be In The Business Of Helping The Regulated Comply
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – May 2019 - Cover1
Collector – May 2019 - Cover2
Collector – May 2019 - 1
Collector – May 2019 - 2
Collector – May 2019 - 3
Collector – May 2019 - Upfront
Collector – May 2019 - 5
Collector – May 2019 - Industry News
Collector – May 2019 - 7
Collector – May 2019 - 8
Collector – May 2019 - 9
Collector – May 2019 - 10
Collector – May 2019 - 11
Collector – May 2019 - Best Practices
Collector – May 2019 - 13
Collector – May 2019 - FYI
Collector – May 2019 - 15
Collector – May 2019 - Collection Tips
Collector – May 2019 - 17
Collector – May 2019 - The Robot Revolution
Collector – May 2019 - 19
Collector – May 2019 - 20
Collector – May 2019 - 21
Collector – May 2019 - ACA International’s 2019 Convention & Expo
Collector – May 2019 - 23
Collector – May 2019 - 24
Collector – May 2019 - 25
Collector – May 2019 - 26
Collector – May 2019 - 27
Collector – May 2019 - 28
Collector – May 2019 - 29
Collector – May 2019 - 30
Collector – May 2019 - 31
Collector – May 2019 - 32
Collector – May 2019 - Number Crunching
Collector – May 2019 - 34
Collector – May 2019 - 35
Collector – May 2019 - Calendar
Collector – May 2019 - Honor Roll
Collector – May 2019 - Education Spotlight
Collector – May 2019 - 39
Collector – May 2019 - 40
Collector – May 2019 - 41
Collector – May 2019 - 42
Collector – May 2019 - 43
Collector – May 2019 - 44
Collector – May 2019 - 45
Collector – May 2019 - 46
Collector – May 2019 - 47
Collector – May 2019 - 48
Collector – May 2019 - Regulators Should Be In The Business Of Helping The Regulated Comply
Collector – May 2019 - 50
Collector – May 2019 - 51
Collector – May 2019 - ACA SearchPoint
Collector – May 2019 - Ad Index
Collector – May 2019 - Membership
Collector – May 2019 - 55
Collector – May 2019 - Last Word
Collector – May 2019 - Cover3
Collector – May 2019 - Cover4
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