One thing that’s a given in business — as in life — is change. But change, be it big or small, is almost never easy for employees. Successful organizations recognize that when change happens it needs to be done right. 

“Although everyone says that change is imperative, whether it’s implementing a new corporate strategy or changing a familiar process, it’s rare for employees of any organization to accept it quickly or enthusiastically,” noted Greg Chartier, an HR consultant and professor of human resources at Pace University in New York. When employees face change, he said, they generally focus on their fears of the unknown and potential loss in status and of relationships. While these reactions can’t be entirely avoided, HR can help ease them.

“Setting up a communication plan and then sticking with it goes a long way toward mitigating many of the issues that can arise with organizational change,” said Carly Mulliken, personnel specialist at Northwestern University Library, in Evanston, Illinois. Set aside time for employees to voice their concerns, give input and ask questions, she recommended. “Be accountable,” she added. “Make promises, but only ones that you can keep.”

“Everyone thinks, ‘I’m good with change, I’m adaptable,” said Andy Katzman, head of HR Business Partners at Morningstar, a Chicago-based investment management firm. “But when change happens in front of them, they’re like a deer in the headlights. It’s important for HR to make transitions as easy as possible, to be honest and transparent, and to build a rapport of trust. If you’re not credible, that works against you in the long run.”

When change involves layoffs, it can be particularly hard on the remaining employees, noted Katzman, who was vice president of human resources and operations for Time Out Chicago when the company was forced to lay off 85% of its employees. “It’s important to get together with the remaining staff and let them know, ‘that’s it, we’re done.’ Then we can answer any questions and get back to business as soon as possible, so people can be productive again.” 

HR consultant Aoife Quinn, who has worked with Fortune 500 companies from PepsiCo to Nestlé, noted that the best HR teams build a culture that adapts easily — one that is nimble enough to handle the introduction of new leaders, reorganizations and other changes without the disruption of product delivery and customer service. 
“When everyone is on the same page and the message is unified throughout the company, change is less traumatic,” Quinn said. “HR can help create a culture of caring, and employees feel that.”

 

— Andrea Kahn, Brand Publishing Writer

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