7 Things we learned from the ‘How to bring your people through transformational change’ webinar.
11 Jul 2019 - Blog, News
Our webinar discussing ‘How to bring your people with you through transformational change’ was super popular last week, so we’re sharing the key insights that were discussed below. (The webinar in collaboration with Personnel Today is available on demand here.)
More and more of our clients are facing a similar challenge, so we thank Sarah McPake from TSB, Jo Moffatt from Engage for Success and our own MD Tom Debenham for sharing valuable advice, frameworks and examples of success.
We’re all familiar with, and no doubt responding to market conditions such as disruptive tech, increased consumer choice and talent shortages. But as Tom argues, each organisation must respond to these challenges in their own unique way, true to their unique brand, values and strategic direction to sustain competitive advantage in attracting talent and customers.
“In the ‘experience economy’, thinking about strategic change means thinking about culture change.” Tom Debenham, MD People Insight
Taking a culture first approach means designing a culture framework that helps people behave in the way that supports the achievement of your strategic goals. So for example if you are looking to improve innovation, work agilely and increase the volume of new products & services to market, your people need the values and behaviours that allow for collaboration, experimentation and learning from failure. Critically, these behaviours need to ‘get off the paper,’ be practiced and role modelled around the organisation.
At The Nottingham, a unique ‘All Under One Roof’ strategy of a broad range of services available in branch and online, required structural change; new roles, skills, technology and new ways of working. To enable the change, they focussed on culture. The ‘Doing the Right Thing’ cultural framework sets the vision, values and behaviours to inspire, guide and support people through change.
To listen to their peoples’ views on the change, and to track how the organisation is moving towards the desired culture, People Insight support their ‘Your Voice Matters’ listening strategy. This involves surveys, listening groups, interpretation and action planning to hear and respond to what their people need. (See the full case study here.)
The Four Enablers of Engagement, defined by Engage for Success, are an effective and powerful framework to use to approach culture change. Jo Moffatt remarks that most peoples’ experience of change is having something ‘done to them’. This approach, she argues, can help deliver sustainable change.
As part of any successful transformation programme, listening to your people is key.
Firstly, to understand what your people think of what you are trying to achieve (are they bought in? do they believe it? Is it achievable?).
Secondly to act and adapt. Perhaps Goods In haven’t understood the message, so you need a different comms tactic. Perhaps there’s resistance in Finance requiring improved rationale or taking an unforeseen need into consideration.
Thirdly to involve. By listening you show your people that you are interested in their opinion, that their individual view matters. But of course – this only works if you act on what you have listened to.
It’s clear from our 3 speakers that having a comprehensive listening strategy is critical during change (which can be most of the time). Sarah McPake shared TSB’s listening model which includes the ways in which leaders glean actionable insight. There are a range of routine approaches for the whole organisation:
TSB also have in their framework the option to add in additional, sometimes ad hoc listening activities at key moments. Critically, the variety of activities means TSB are listening to what people want to say, not just what TSB want to ask. Examples include:
“As we navigate transformational cultural change, people who feel they have a voice are more likely to be ready to come with us.” Sarah McPake, Employee Engagement Senior Manager, TSB
People Insight are trusted by many leading organisations to advise and support them as they develop the cultures they need to effectively navigate transformational change. Get in touch to find out how our organisation scientists can help you:
Regular surveys, listening groups and 360 feedback design, implementation and coaching.
Including creating values and behavioural frameworks.
Through employee experience lifecycle mapping workshops.
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