One of my clients attempted to drive a large transformation with no consideration for the impact on front-line employees. They did not even provide training for employees to know how to operate in the new culture. I came in afterward to help them reshape the project, sought to engage the front-line, and helped them drive greater success.
Conversely, wise executives think about how employees will operate in the new environment. They find ways to engage the front-line to implement the change. These leaders consider three factors:
- Cultivate a spirit of cooperation to implement the greater good.
- View resistance as a positive and use it to rationalize the change.
- Make it fun.
Cooperation: In 2019, you would think that organizational culture had progressed to a point where leaders treat front-line employees with basic respect. After all, it is the front line who operates the company every day. Command and control management styles are on the way out. True leaders seek to cooperate with the front-line employees to help drive the change. They recognize they need the front-line to be successful if the company is to be successful.
Resistance: Resistors often provide some of the best input for a project. First, they provide reasons why the change won’t work. They reveal risks you might not have otherwise known. Second, if you can convert resistors into supporters, they can be some of your most ardent advocates for change.
Fun: I’ve seen leaders hold creative events to help promote the change. One used interactive games and relevant puzzles in a one-day, off-site pre-launch meeting. Another senior executive took the entire project team to a White Sox game (they won!). Another leader took her team through a cooking class the evening before an all-day off-site. These events build comradery and a sense of team – founded on a basis of interpersonal trust and commitment, which helps unite the team toward the common project goal.
Front-line engagement results in more effective change. It generates ideas, buy-in, and acceptance. People simply work harder when they are part of the process instead of having a process forced upon them. Wouldn’t you?