There’s a lot going on in the world (this is the understatement of the century). But as I tried to digest all the recent change, chaos, and uncertainty, I started thinking: Change is constant. If it’s not one thing, it’s another…which means we can’t ignore it when it shows up at our doorstep.
Change is also disruptive by nature — mostly because we, as humans, tend to feel uneasy when we lack control.
Humans crave guidance and structure during change, whether it arrives as a planned organizational shift, a carefully orchestrated process update, or an unexpected crisis in your community.
In uncertain moments, teams turn to their leaders for stability. It’s up to leaders to calm, clarify, and provide a path forward — paths like explaining how the company will respond to a community crisis or detailing the precise next steps following a new process rollout.
When navigating and responding to a change of any type, leaders should keep three things in mind: structure, process, and humanity.
Structure: Building a Solid Foundation
Humans are creatures of habit. We find comfort in predictability. When the ground shifts beneath us, we look for something solid to hold onto.
Structure amidst change keeps your team anchored, focused, and on task. Whenever possible, provide clear roles and defined measurable goals. Your team should understand the “why” behind the “what.” For example, “Why, exactly, is a reorganization necessary for the company’s future?” These are the questions your team needs answered.
Remember that there is unity in clarity. Overcommunicate. Repeat key messages. Answer questions proactively. Provide regular, consistent updates. These efforts build trust and reinforce the foundation for navigating change.
Process: Aligning on the Right Approach
Once you’ve clarified the why and what, introduce precisely how you’ll face your challenge head-on. Explain the process and provide a framework for how your team will operate, even in the face of the unknown.
This could include comprehensive training that explains a new workflow or readily available resources following a crisis event. Make sure your team has the tools they need to adapt and thrive.
Better yet, name a point person for leading this charge so your team knows who to go to when they need help.
Humanity: Leading with Empathy and Compassion
While we often look to leaders to “do the job,” it’s also important to acknowledge the emotions tied to a change — especially when the change is unexpected or even traumatic. Sometimes, the bigger picture is less about the bottom line and more about being a good human.
Don’t forget your organizational “humanity.” This, of all three pillars, is MOST IMPORTANT. Remember, your team is composed of individuals with unique lives, families, and fears. Offer genuine support. Show empathy. Listen actively.
But let’s take it a step further. Here’s the cool thing about leading with humanity: You can use this mindset to support the people in your community, as well, which in turn, builds loyalty and strengthens your team. Offering resources, volunteers, or even simple acts of kindness can make a profound impact. In my experience, teams want to step up when the situation (any situation) calls for it — and they’ll feel empowered when given the chance to support others in a meaningful way.
Becoming an Organization Accepting of Change
I won’t venture to say that organizations that learn to accept change will become comfortable with it or even embrace it, but you can overcome it when you put the right supports in place to navigate it.
When faced with change, take a moment to assess the situation, plan your response thoughtfully, and communicate clearly and consistently. Most importantly, address the head and the heart. A team of humans aligned under one mission is more powerful than any one-off directive could ever be.
I’m curious: What methods have you used in your organization to overcome change, chaos, and uncertainty, and how has it influenced the way your team moves forward?
Want to be more EFFECTIVE? Follow us on the journey:
- Follow us on TWITTER: @DonnellyEffect
- Follow us on LINKEDIN: Donnelly Effect & Mike Donnelly
- SPARKS! Blog: Subscribe on the upper right hand side of this page =)
Mike Donnelly is a recognized expert, keynote speaker, facilitator and consultant in customer service and leadership development. Leveraging 20+ years of experience from The Walt Disney Company, he and his team help destination location clients and clients in various customer-facing industries create customer loyalty to achieve positive business results. Learn more at www.DonnellyEffect.com.
