From the course: Managing Organizational Change for Managers

Diagnose and address change resistance

From the course: Managing Organizational Change for Managers

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Diagnose and address change resistance

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- Let's be honest, the phrase resistance to change gets thrown around a lot. But here's the problem, what we call resistance is often just misunderstood emotion. We assume people are being stubborn or difficult or just not on board. But what if the resistance isn't the problem? What if it's a signal? Most resistance isn't actually about the change itself, it's about what the change represents. Loss of status, loss of certainty, loss of identity, loss of mastery, and underneath all of that, usually fear. So when someone rolls their eyes in a meeting, misses a deadline, or drags their feet, ask yourself, is this defiance or is this grief? Because many of us recognize change as a new beginning, but as author William Bridges so wisely taught us, change starts with an ending. That reframe matters because how you interpret resistance shapes how you respond to it. Let's get practical, before reacting to resistance, try diagnosing it. Ask yourself, is this person losing something they value like expertise or identity or control? Do they understand the why behind the change or are they operating on rumors? Do they feel capable of succeeding in the new environment or are they quietly panicking? Sometimes what looks like resistance is actually confusion or fatigue, or someone trying to protect their team. You might say something like, I've noticed some hesitation around this shift. Can we talk about what's making this hard for you or what's not sitting right? That kind of question opens the door to insight. It helps you get underneath the behavior and into the belief system driving it. Now, let's talk about the counterintuitive truth. Resistance is a form of engagement. If someone truly didn't care, they wouldn't bother resisting, they'd disengaged, go quiet, check out. But when someone pushes back, it often means they're still invested. They just don't like the direction. That's energy you can work with. So how do you shift resistance without steamrolling people? Here are a few tips. First, name what they're losing. Don't dance around it. If someone's role is changing or they're losing control over something, say it plainly like this. I know this means stepping out of a space you've mastered, and that's a real loss. I don't take that lightly. Next, give them a role in the solution. Even if the decision is made, there's usually something they can help shape. Say, we've landed on the direction, but how we roll it out is still up for input. I value your take. Finally, celebrate the values behind the resistance. Sometimes resistance is rooted in care for customers or quality, or for the team. Say you're pushing back because you want to protect something important and that matters. Let's figure out how to bring that forward into what's next. Sure, there are definitely times when people are just choosing to be difficult, and that gets in the way of needed progress, and that does need to be confronted, and we'll discuss how best to do that in the next video. But resistance isn't usually a wall, it's a message. And if you're willing to listen, really listen, you'll often find something worth honoring, redirecting, and including in the path forward.

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