Originally posted for SteelBridge Solutions, Inc. on February 2, 2016.
It’s easy to recognize a new change manager. You can tell by the panic in their eyes, their trembling hands, and the beads of sweat on their brow. Believing themselves inadequate to drive the initiatives essential to business transformation, they might even be wailing, “I can’t do it! I don’t know anything about change!”
It’s no wonder change leaders are uneasy. Although all organizations face change, many are only beginning to realize that they can control it. As a result, it may not be obvious who is best suited to fill the challenging role of change manager. Hence, the senior team calls on the “usual suspects,” the same individuals they count on to lead special projects, task forces, and the like. That isn’t necessarily wrong, but change management requires much more than project management skills.
Individuals who have been tapped to lead change ask me, “What does it take to be a successful change manager?” Here are six tips.
Learn the fundamentals of change management. You have to start somewhere, and it only makes sense to school yourself in the philosophy, principles, models, and tools for change. These can be found in many excellent books, including Leading Change by John Kotter, Making Sense of Change Management by Esther Cameron and Mike Green, and Change Management: The People Side of Change by Jeffrey Hiatt and Timothy Creasey. Becoming familiar with the field will calm your fears, raise your confidence, and enhance your credibility as you promote change to others. While you’re studying, make sure you understand the basics of project management.
Get familiar with the current state of your business and industry, as well as the case for change. Make sure you understand your organization’s business strategy, its challenges, and its short-term and long-term goals. Pay particular attention to the business rationale for change. Determine which units and individuals will be impacted and how, and focus on those with the most to lose as well as the most to gain. Helping others see why change is an urgent business necessity and what the new, improved organization will look like post-change is one of a change manager’s most important roles.
Research your organization’s track record for change. If this is your organization’s first formal change initiative, or if other major initiatives happened before your time, you may not know how proficient your organization is at change. Find out who led earlier projects and take advantage of their experience to learn the how, who, when, and why of circumstances that threatened or thwarted change efforts. Does the C-suite present a united front publicly but sabotage efforts behind closed doors? Is your organization skilled at communicating but weak when it comes to training delivery? Simply asking past project leaders, “What would you have done differently?” can yield a wealth of valuable information.
Find out how senior leadership feels about the upcoming change. As the change management leader for your organization, you should have full access to the C-suite and their direct reports. Senior level support is mandatory for project success. However, it is rare to find full consensus, rarer still to identify the dissenters before all hell breaks loose. Proactively getting to know the executive team and where they stand on the initiative you are undertaking will help you identify—and possibly avoid—potential obstacles before they become divisive and disruptive. Building rapport with this group early on will serve you well, as you likely will need their advice and support throughout the project.
Get to know the project team and their consultants. Like senior leaders, individual members of the project team have opinions and agendas. As a possible outsider and often a late addition to the project team, it is important for the change manager to take time to meet with team members to learn their history with the organization, the jobs they have held, and their experience with systemic and strategic change. Their personalities and profiles, their fears, and their biases about the current initiative will affect the decisions they make. As the change manager, your awareness will allow you to discern conflicts and influence outcomes.
Assess how you stack up against the skills and competencies of a change manager. Some organizations name a change manager before they fully grasp the extent of the necessary skills and attributes. Others write a profile so unrealistic that John Kotter himself wouldn’t qualify.
Characteristics of a successful change manager include:
- 360-degree influence—personal presence and the respect of superiors, peers, and subordinates
- Strong communication skills—the ability to promote a clear vision to different audiences, altering one’s style, language, and approach
- A “big-picture,” strategic mindset—knowledge of the business and its people, and the wherewithal to translate change into an organizational context
- Conflict-resolution skills—tactics that may be applied to win over opponents, bring competing parties together, and craft a win-win agenda
- Personal willingness and talent for change—to serve as a model of behavioral change, influencing others to pursue self-discovery and self-development
- Passion for the current change—the best person to persuade others to support a change is an ardent champion of the effort
An honest assessment of your skills, conducted privately or with help from trusted colleagues, will give you a clear view of your areas of strength as well as your shortcomings. Take steps to shore up your weaknesses or enlist associates who have the skills you lack.
Keep your ear to the ground. It’s important to listen…to hall conversations, to rumors passed on by friends and colleagues, to managers complaining about disgruntled employees or ineffective training. Not only does listening provide early warnings about misconceptions and burgeoning issues, it will help you begin to identify allies and supporters who may join the change team as it expands. You may feel alone at the beginning, but ultimately the change team will grow to become an extended network that will participate in training and communication activities.
In a world where two out of three major change initiatives fail, one finding stands out: Organizations that consciously manage change, by activities like communicating, leading by example, and engaging employees, as much as double their chances for success. That is an astonishing statistic, and one that makes the role of change manager vital to business survival.