What do we do when we resist change?

In my last post, I summarized the results of the study just from the abstract.  Here are the models that the research found for the two kinds of employees:

Operational Workers:

1. Biggest concerns:  
• need to spend more time and effort on the new system
• loss of autonomy because of constraints imposed by the new system
• loss of job because the new system automates it
2. Behaviors done in response:
• expressed their negative feelings about the new system to coworkers
• make careless mistakes and blaming the new system
• made little effort to learn the new system
• didn't participate/try hard in training for the new system
3. Best management intervention: Directive management strategies
• explain why the organization needs the change
• explain how the change affects their job
• THEN training

Managerial Workers:

1. Biggest concerns:  
• don't see how the new system will help their unit
• worry that their unit will be less responsive because of constraints imposed by the new system
• worry that the new system will reduce their agility for future changes in the business environment
• these are all made worse when their operational workers complain or misbehave
2. Behaviors done in response:
• expressed their negative feelings about the new system to upper mgmt in meetings
• propose changes to the new system that are needed for their unit (which delays implementation)
• find data to "prove" that the new system is negative for their unit
3. Best management intervention: Participative management strategies
• involve them up front in the decision and implementation planning
• provide information on the business case
• provide guidance in how to manage their operational employees

• Note that neither group benefits from coercive management intervention strategies !!

So is this what you predicted they would find?  Is this how you deal with it in your organization?


Let me know.