The importance of change management.
Every change in a business will have a different set of success criteria. Change management when conducted correctly will help a change initiative be considered a success with as little disruption and resistance as possible whilst improving where ever possible. In a business, effective change management can improve employee experience, efficiency and be a cost-saving exercise. Every person reacts to change differently, and the people within a company can make a change initiative succeed or fail. Resistance is the biggest challenge that a project will face if not addressed proactively, it will simmer under the surface and spread from person to person until it becomes near impossible to resolve. Read more on the different ways that change management can positively impact a business going through any kind of change.
- What exactly is change management?
- The importance of change management
- Change management during deployment
- How change management ensures better adoption
- Customer success and change management
- How to manage continuous change
- Change to innovation management
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Christos Amyrotos – Training Coordinator
My name is Christos Amyrotos and during my time working as Training Coordinator for Netpremacy I have learned the value of providing successful training sessions. Educating users on what is possible with Google Cloud’s suite of products is so rewarding, it has been a brilliant experience due to being on a constant learning curve as Google Cloud is forever evolving. One of the roles that come with my position is floorwalking.
Floorwalking is a term we use, at Netpremacy, when visiting a customer site to offer at desk support and answer any questions end users may have on or around their Go-Live day. Floorwalking, to us, is essential to ensure that everyone experiences a smooth transition to G Suite and any questions are resolved as soon as possible.
Visiting a new customer site, especially for the first time, is always an energising and challenging experience; you are in their territory guiding them on how to use new technology in line with their internal best practice policies. Meaning that we have to dig a little deeper to solve very specific problems, as well as suggest new and better ways of working for individuals and teams. It’s incredibly rewarding to know that our customers have faith in us as trainers to answer their questions and help them learn a new way of working. We focus on gaining this trust by working with the project team to gain a deep understanding of company culture, inefficiencies that need addressing and what they are happy for us to recommend to those we come into contact with.
Recently I attended an event at a customer site where end-users had the opportunity to ask any G Suite related questions during their lunch break. Excited by the opportunity to help I jumped at the chance to attend!
We created a drop-in zone for users, at the customer site, with Netpremacy and Google banners and a selection of our lightweight yet powerful Pixelbooks so that people could get an insight into the Google tools we work with every day at Netpremacy, and how easy they are to use.
Our pop-up Netpremacy drop-in zone was visited by many G Suite users, with many interesting questions about the platform and with unique challenges for each of their workflows.
Personally, I love it when an end-user finds the courage to speak to us and asks questions. It’s all too common that users are too shy to approach us thinking they have a “stupid” question but we always remind them that there is no such thing, every user has their own unique requirements. Of course, some questions were easier to answer than others and we were happy to spend time consulting on exactly what they were looking to achieve, in order to give them the most appropriate solution to meet their needs.
One thing was certain; no one left our drop-in zone without receiving a bespoke solution to their question or enquiry; even if we had to do some more research and testing, we assured them we would get back to them with a clear solution.
That is just one reason why I find Netpremacy such a great place to work; we are encouraged to take the time to listen to those we come into contact with. Even if it means we have to do some more research, we always endeavour to find the answers to their questions and love rising to the challenge of providing a solution to even the most difficult of problems.
We aim to make sure that our customers know we listened to their requests, and that we are working on it. Everyone who visited our drop-in zone left with a smile, feeling armed with the skills to confidently use G Suite and I do hope they felt as if they had gained more knowledge in the process. I think we all learned a lot that day and for that, I call it a success!
Netpremacy provides a range of training and change management services adapted to suit your specific business needs. Find out more about some of the services we can provide here.
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“It’s been a pleasure working with Netpremacy”
Pressure Technologies is a specialist engineering group with businesses in Sheffield, Rotherham, Barton on Humber, Glasgow, Cardiff and overseas in Vancouver, Canada, Germany and Pittsburgh, USA.
The company was introduced to Pressure Technologies at a Sheffield Chamber of Commerce event where CEO, John Hayward was impressed by the presentation Netpremacy gave on the benefits to a business that G Suite could offer.
G Suite had two core appeals for Pressure Technologies, cybersecurity with trusted Cloud-based servers and the ability to collaborate. With geographically diverse businesses, Google’s G Suite and cloud storage gave Pressure Technologies added security and a common operating platform across the entire Group. The Cloud encouraged and enabled collaborative and mobile working, with access to data from any device, anywhere.
The project kicked off with Netpremacy being invited to present to Pressure Technologies senior management team and business leaders, who were as equally impressed as John had been at the event in Leeds.
To ensure a smooth transition of the overall G Suite Deployment, Netpremacy broke it down into 2 projects, so each project had its own statement of work.
The first project began in July 2017 and included all the manufacturing divisions. Given the scale of this first project, consisting of 6 businesses, a decision was made to break up the project into two phases: Drop 1 and Drop 2.
Project 1 was concluded by December, and the second project for the Alternative Energy Division was delivered early 2018. Even though this second project was smaller than the former it still came with its challenges. With Pressure Technologies being dispersed between the UK and Canada, it meant the project team had to plan meticulously to avoid issues arising from the time difference, time constraints and international training both in person and remote.
Each of the projects began with a period of discovery, an important aspect to ensure a smooth transition. The aim of this was to find out what processes could be improved upon, where time was being wasted and more importantly, where G Suite could be used to improve efficiency and the everyday practices of teams and individuals. The information collected was used to form the training sessions, training resources and post-training support that users received.
Before the transition to G Suite and the training that was provided, Pressure Technologies were using Outlook. When the transition began, Netpremacy used a tried and tested approach for migrating the data. After the training sessions were over, the teams returned to their desks and all of their data had been seamlessly migrated across into G Suite. This then led to a successful transition for Pressure Technologies.
Training and communications were provided by Netpremacy as a part of managing the end user’s reaction to the change in the business. Moving platforms can often be stressful without the right communication to educate end users, leading to lower adoption levels if not managed correctly.
In this particular project, training played a very important role. Pressure Technologies encompassed most age groups and generations, as a result, there was a broad mix of confidence levels in using new tools. Taking this into consideration, Netpremacy took people from every sector of the business to be Google Guides, giving them access to G Suite before everyone else. This meant they were confident and in turn able to help their colleagues with the transition after the training and go-live had finished.
A programme of ongoing communications in the weeks following go-live ensured further support. A “Tip of the Week” programme was created and sent out weekly to provide small pieces of information and improve knowledge on how to use different aspects of G Suite. This series of tips have been very successful so far with some users being known to print them out or store them in some way to create their own ‘Google Handbooks’.
“I have been heavily involved in IT projects during my 35 year career, and none of them have ever gone this smoothly. It’s been a pleasure working with Netpremacy. We highly rate the team for technical and project management ability. G Suite is transforming the way we work,encouraging much wider collaboration then we had dared to imagine.”
– John Hayward – CEO, Pressure Technologies
Although the migration to G Suite is complete, Pressure Technologies decided to continue with the CSS programme that Netpremacy provides. They felt this was essential to the continued success for the transition to Google and did not want to leave people with the project without ongoing support to ensure G suite is successfully embedded into the whole Group.
If you have any questions regarding G Suite and how it can enhance your company’s performance, please contact us.
Managing Resistance to Change
In this blog post, I would like to underline how to go about managing resistance to change. As a trainer and therefore, the person on the ground during a change initiative, I am usually a prime target for directing resistance. Having experienced this in the past, I aim to highlight the methods and approaches Netpremacy use when dealing with resistance in a project.
It is important to have a plan of action for managing resistance. This will help to mitigate the impact of resistance on a business change and ensure a smooth transition between the old and new processes. Resistance is a natural human reaction that stems from the fear of moving into an unknown future state. It is, therefore, the role of a change manager to identify and address resistance, as well as get the right people involved in managing this on a personal and individual level. Poor change management can directly influence resistance, so in order to avoid these change management activities need to be at the heart of a project.
Resistance management and change management come hand-in-hand
Proactive change management is key to dealing with resistance. Training and communications activities are essential for many reasons:
To communicate the need for change, the effect it may have on people and the benefits it will bring in the future.
To expect certain obstacles and tackle them head-on in advance of the switch (for example, by creating MythBusters, FAQ’s, custom use cases, and many more).
To ensure people have all the knowledge they need to feel comfortable and confident with the new way of working.
Motivating and engaging employees through visible executive sponsorship and general support from management serves to create a burning platform and encourage positive emotion towards the change (see blog post on the importance of executive sponsorship). This can then be captured and leveraged to further spread the excitement and purpose.
Another aspect of change management is to expect resistance and empathise with the difficulty to adapt to new ways of working. There will always be a strong tendency to revert back to old ways, especially with deadlines and time constraints. It is normal for people to “quickly do something the old way” because it’s easier and they don’t have to think about it. Making yourself do something alien or unnatural and sticking to it is very hard so it is up to the change manager to facilitate the new processes and communicate the short and long-term advantages.
There are 3 steps to formally addressing resistance:
1. Identifying the resistors
2. Give them a part to play
3. Understand why they resist
The types of resistors that you frequently encounter are people who either have a strict routine for certain processes, are the ones who put the old processes in place, or already have heavy workloads and anticipate even more work as a result of the change. For example, in a typical G Suite deployment, those who are usually resistant to the transition are typically heavy spreadsheet users such as the finance department and PA’s because they have a unique way of working (with mail and calendar delegation).
Initial communications, such as a scoping survey that gauges how people currently work and what attitudes they have towards the project, are normally the first means of targeting resistance. In the first instance, you should pick out the people who are in favour of the change as these will help to spread excitement and positive energy around the organisation. Then, identify those who raise concerns about the change and get them involved in the project. Doing this will make them feel more in-control of the change and therefore, it will seem less scary because they are driving it. Taking this proactive (rather than reactive) approach to resistance management will help to reduce risks to the project rollout.
There is also a trend in the root causes of resistance that should be taken into consideration when understanding certain user groups objections.
Firstly, a common reason for resistance would be the lack of awareness. This is where clear and concise communications are vital to ensure complete transparency of why the change is happening, how it will be rolled out and when each stage is going to take place (see blog post on impactful communications).
Secondly, people are often afraid of the effects to their current and future job role. Employees sometimes feel that they may become less efficient at their work after the change, leading to the fear of job loss. Effective and engaging training gives these people the knowledge and ability to continue with daily operations, and floor walking allows trainers to provide one-on-one support to those still struggling (see blog post on effective and engaging training).
Lastly, another reason for resistance could be bad experiences in the past. As mentioned above, implementing change into an organisation requires visible support and commitment from managers. Without this, there are no apparent advocates of the change and so no-one pushing the project on the inside.
Assign resistance managers
Getting the right people involved from the start to combat resistance will facilitate the change management process. These people will be well respected to help push positivity and influence innovation.
Senior leaders are in the perfect position to enforce the need for change. If they devote time to the project to demonstrate their commitment, employees will value their input and opinion.
Middle managers represent leadership within the organisation already and are the closest figures of authority to employees. Being openly supportive and advocating for the change will motivate employees to follow suit.
Appointing these resistance manager roles can not only reduce negativity towards the project but also minimise ongoing resistance once the project has come to an end.
Having a plan for managing resistance is an important aspect of the change management process. From the early stages of a project, there are many factors to consider for managing resistant user groups in a proactive manner.
First of all, standard change management activities should be as strong as ever, especially if there are already high signs of resistance.
Then, an understanding of who is resisting and why is required to address resistance upfront by making them a part of the change.
Lastly, resistance managers from inside the organisation drive the positive need for change during the project and the increasing desire for innovation in the future.
Click here, for more information on how Netpremacy can help with change management for your business.
Training and Change Coordinator
Jellyfish are a global boutique agency located in offices in the UK, Europe, US and South Africa. Jellyfish pride themselves on being accountable, autonomous, flexible and personal.
About This Project
In 2017, Jellyfish approached Netpremacy as they wanted to achieve a more flexible and collaborative way of working. Over the course of several months, Netpremacy facilitated the transition to G Suite for all Jellyfish offices around the globe.
The project was kicked off with teams from Jellyfish and Netpremacy to outline the approach for the project. Initially, the Core IT staff at Jellyfish were the first team to go live.
The G Suite Ninjas were next. G Suite Ninjas were a select group of Google enthusiasts, tech-savvy individuals who would help support other end users through the transition. Jellyfish created a series of fantastic illustrations to accompany their Ninja theme, and brought fun and creativity to their go live!
“Jellyfish decided to Go Google in 2017 to further enable us to work in a more collaborative and secure environment. Netpremacy were incredibly helpful throughout the project, and ensured that our transition to Google was a smooth one”
– Daniel Paget, Group Operations Director
For the final phase of the project, to make all other users live, Jellyfish and Netpremacy took a ‘big bang’ approach. This meant everyone went live on the same day. G Suite branded bottles, T-Shirts and stickers were handed out, along with bunting, balloons, and cake to decorate the offices during this time. This made Go Live week a more engaging and exciting event for everyone in the business.
In addition to this, Netpremacy built a social intranet for Jellyfish to display content and create a central place for internal communications. This intranet was accessible for all staff members which integrates with G Suite where people’s emails, calendars, and files can be displayed for a more personalised feel. The intranet allowed for easier access to information, news, and files and formed an online social community for Jellyfish. This was also launched at the same time as users went live on Google making for a whole new exciting user experience!
Featured above, some of the female team at Netpremacy
Celebrating women and minorities in technology.
As we celebrate International Women’s Day, on the 100th anniversary of voting rights for women being passed, it is important that we still acknowledge areas where women and other minorities are still fighting for equality and acceptance.
Let’s get straight into this! My name is Francesca Clarke, I am a Training and Change Co-ordinator for Netpremacy Ltd, a Premier Partner of Google Cloud. 2 years ago, I made the move from working in finance to technology. It was the best decision I ever made however, sadly I am part of a minority. Of those working in tech industries, only 17% of the UK technology workforce are women.
It is clear that there is an obvious divide between sexes within the technology sector, however, it appears that the gap is closing! Over the 2 years that I have been working for Netpremacy, we have doubled the female workforce, and have found talented women who are eager to learn and grow within the business.
For all genders, I believe that there is a common misconception that you need to be a technical genius in order to gain employment within the technology industries. Nevertheless, there are many career options that keep businesses such as ours flourishing worldwide.
Aren’t the only jobs on offer for programmers and developers?
Tech companies are like any other, they need all the relevant cogs to keep the machine working. These roles include personnel in the obvious roles of Technical, Support Engineers, and Developers. But also include divisions such as Marketing, Accounting, Change Management, Training, Business Analyst, Project Management, Sales and more.
You could already have experience in one of these roles or be looking into changing career path into one of these fields. Moving into a different industry can provide the motivation you are craving, and as the saying goes ‘a change is as good as a rest’.
It is your employer’s duty to provide you with the information and skills you need to flourish. Although don’t forget it’s down to the individual to take an active role in their own independent learning in order to be successful.
Learning new skills is an area where women can often outshine men.
A study by the University of Georgia suggests that women of all ages have a better approach to learning. It is believed this happens because of the way that women learn goes far beyond the realm of cognitive learning. Instead, a woman’s attitude and enthusiasm towards learning can far exceed expectations.*
In the past women have been pigeonholed by their ‘maternal instincts’ and an ability to ‘nurture’, meaning they have often been restricted by society and most importantly themselves when seeking employment. Instead, we should look at these characteristics and what they can bring to a role. As equal opportunities in the workplace have become standard practice we now have to focus on the main barrier preventing women from covering new career ground, the mental barrier of ‘it’s no place for me’.
I am a woman in a male-dominated industry and I personally find it brilliant! Every workplace has it’s pros and cons but as more women are coming into the technology industry there have been major improvements from what some might call ‘a woman’s touch’. We are still outnumbered but women are rising up to the highly ranked positions and the only thing holding us back is our own perception of what is possible.
Don’t just take it from me, I asked one of my colleagues about what it is like as a woman working in the tech industry…
“All my positions in tech companies have been people facing. I have found that women usually tend to work in people facing roles. I guess we have a tendency to be people oriented rather than working with ‘things’.
In theory, more women in tech could change the direction of the industry by creating more choice & demand for solutions by approaching projects from a different perspective.
To be honest, if I’ve been treated differently for being female I haven’t noticed.”
– Bernice MacAndrew, Technical Account Manager, Netpremacy Ltd
Bernice touches on a common theme that can deter women from entering unfamiliar industries… the fear of being singled out or treated differently. When moving into a new company, there will always be nerves and hesitation as there is with any change, but I am in complete agreement with this statement, I have never been professionally singled out due to my gender. I am instead a firm believer that if I maintain to break ground at work and keep my standards high I will stand out for this reason alone.
I asked the CEO of Netpremacy what his views on this subject were.
‘As a tech startup in 2000, Netpremacy’s core values were to change a predominantly male tech industry. As we have grown as a company so has our female workforce and as a result, we have seen increased communication (both internally and with customers), fresh perspectives on business problems and a large increase in company harmonisation. In today’s industry, our employees are evaluated on their value to the company and not their gender.’
– Michael Carter, CEO, Netpremacy Ltd
Understanding how a person, regardless of their gender or upbringing, can bring vital attributes to a role, is about understanding that individuals should be seen for their personal and professional qualities.
What do you want to be when you grow up?
This is a question that every child has been asked at some point. I can easily say that I never responded with “a Training and Change Co-ordinator for a UK Premier Partner of Google Cloud”. In fact, if I had been told as a teenager that I would end up working in IT I would have laughed.
At that point in my life, I didn’t have much of an interest in IT, and most importantly even though I was confident using computers I would never have labeled myself as overly skilled on them either.
I made my career move to technology with my self-taught computer skills and built on my existing strengths and experience from previous employment. Almost instantly I had my eyes opened to new tools and through some basic training, a spark was lit that turned into a fire! I went out of my way to learn everything I could about this new area of work and whats more I was enjoying going to work every day for the first time in my working life.
Now, some may say this is a little dramatic, however, my role has helped me travel the world and have experiences I’d never even dreamt of.
I think like a lot of my peers, growing up I was never actively encouraged to learn more about technology. My parents were from a generation that associated ‘playing’ with mud, footballs, climbing trees and generally being outside. Nowadays playing on a games console, computer or mobile phone has redefined the definition of ‘playing’ for present and future generations.
Children are now being taught coding in the first few years of their education. Making IT an accessible future career for all no matter their gender or background.
Tablets are now becoming a common fixture in a child’s school bag and tech of all kinds is replacing paper and pen. Our dependency on technology is something that has to impact the ratio of men to women in tech, but like any advancement, it may just take a little time.
Is the industry that speaks binary soon to become non-binary? We certainly think so!
If you are interested in a career at Netpremacy head to our careers page to find out more.
The key to delivering effective and engaging training
A brief introduction to myself: my name is Fraja Hodges and I am one of the Netpremacy Training and Change Coordinators. After nearly two years of being a trainer, I thought it about time I put our training practices down on ‘paper’ to give you an insight as to how we at Netpremacy engage our audiences in training so as to provide them with the best possible support during any form of change initiative.
Training is a critical part of the change management process so it is important that it be delivered to a high standard. If learners leave the session feeling frustrated or confused, this can encourage a negative look on the product and the project as a whole. Inadequate training can lead to “bad-mouthing” of the product from trained users to other employees causing resistance and complaints. For big projects like a G Suite deployment, we are often completely uprooting daily procedures and making a huge difference to their whole working life that relies on these IT systems and technologies. A trainer’s role, particularly for, in this case, is to be not only motivating to build up enthusiasm and project energy into the session, but also inspiring in order to boost credibility and encourage innovation. With all the above in mind, I aim to explain the methodologies and approaches we apply to training here at Netpremacy and reveal our best practices from basic etiquette to the structured rules we embed into any form of training session.
Our Training Methodologies and Approaches
At Netpremacy, we make use of a range of training methodologies and approaches to ensure our audiences are fully engaged throughout the whole training session. Firstly, we apply the “Intro” model to kickstart our training, which is an acronym for Introduction, Need, Test, Range and Objective. Each of these components help to set the scene for training and can be delivered in any ordered. An Introduction to yourself as the trainer as well as the company you work for and their role in the project is a given, providing transparency from the offset. It is also vital that you allow your audience to introduce themselves, not only so that you can gauge who you have in the room (for both levels of seniority and departments) and what their concerns may be, but also so that you give them chance to talk, making the communication two-way. The Need for change is the most essential component of the “Intro” structure as it emphasises why they are there and why the change is happening, providing them with both a clear purpose for the change and burning platform for the product. Test their knowledge of the products to help you further understand your audience and tailor the training to best suit them. It might be that you have someone in the room who has previous experience or is already an advocate, which you can use to your advantage during the session to facilitate learning. The Range serves to inform your audience of how long the session will take and roughly how it is split up. In this section, it is good to set expectations of what the session is (ie. in-depth/focused training on a specific topic, a certain level (advanced, intermediate or beginner), a practical or demonstration-based session) and what the training covers (ordered agenda). Lastly, telling your audience the Objective of the training gives them something to work towards in the session and ensure they are fully confident when they leave that they achieved this.
Secondly, we like to follow the “Pose, Pause, Pounce” approach when delivering training. This relates to testing your audience: pose the question, pause for while, and if no-one voluntarily answers, pounce (it’s a good idea to remember at least three names from introductions). The attention span of a typical audience lasts about 7 minutes before you run the risk of losing them, therefore, it is important to make your session as interactive as possible. By asking questions, you are giving them a reason to listen and absorb the knowledge you are providing them, so that they can apply this when responding. Instead of making statements such as “This is what it does”, we try to convert these into questions: “Does anyone know what it does or can anyone guess?”. Don’t be afraid to pause long enough for someone to pluck up the courage to answer; people have a tendency to relate silence to awkwardness and will usually try to fill it, but if that fails, you can always follow by pouncing.
A trainer’s best practices
There are two stages to our best practices: the first is trainer etiquette and the second is a set of high-level rules to remember. Starting with etiquette, although not part of the training, this can directly impact your audience’s mindset and mood from the offset. If you give off a bad impression before you’ve even started your session, they will have that at the forefront of their minds throughout the training. This stems from looking unprepared or unprofessional, contributing to your credibility (or lack of). To get the audience on your side, from when they step in the room to when they leave, we have adopted this simple routine: (1) arrive early. This gives you time to properly meet your hosts, get ready for training (ie. log onto the WiFi and distribute handouts) and greet people as they walk in. (2) bring all the necessary equipment. You will most likely need to charge your laptop at some point during the day and you may even need to bring adaptors to connect to their resources. Making sure you are prepared for the day, gives your audience a sense of relief knowing that they are in safe and capable hands. (3) dress smartly. The key is familiarity, so understanding the organisation’s culture helps with finding that happy medium between professional and approachable – we have found that ‘smart, but not overly imposing or formal’ tends to tick all boxes. (4) leave the room the way you found it. The audience will be pleased to see you respecting their working environment, so if you’ve moved any furniture for training purposes, be sure to reposition these and take any rubbish away with you. These points may seem obvious, but I think they are greatly underestimated considering just how much of an impact they can have on your audience. They are an important aspect of a trainer’s best practices and are the epitome of the saying “minimum effort, maximum effect”.
In terms of the actual training, there are few rules of thumb that we deem essential to delivering a successful and engaging session. One of the most important to remember is that there are no “stupid” questions. A lot of people won’t speak up and ask for help through fear of looking a fool in front of their colleagues. It is, therefore, our job as a trainer to create a comfortable environment (or safe zone) where the audience feels confident enough to participate and ask questions. With this in mind, trainers should liberally praise those brave enough to speak up. So, you want to ensure your audience feels at ease, but you don’t want them to relax too much; otherwise, you may end up losing them to the classic early-morning tiredness or post-lunch coma. To combat this, you should utilise your space; if you’re stood up and moving around, you keep their eyes and therefore, their attention on you at all times. Rather than use your mouse, get up and point to the screen, or better yet, get them to.
To round up a training session, referring back to the objectives you outlined in the introduction helps provide your audience with a sense of satisfaction. They can clearly see that they have achieved what you wanted them to know by the end of the session, and if they haven’t, this gives them the chance to say so. Using a competency scale is a great way of ensuring that your audience feels confident enough to start applying their new-found knowledge as soon as they get back to their desks. On the flip side, it also allows you to identify anyone who is still struggling and may need one-to-one assistance. The closing of the session should then always be a recap of the next steps and the direction of immediate and long-term support.
There are lots of elements that can contribute to effective and engaging training from proven methodologies and preferred approaches to our best practices (built up and carried out by the Netpremacy Change Management team). In summary, a trainer needs to remove barriers to create a comfortable and informal environment for training, as well as leave space for interactivity to make the session as exciting and digestible as possible. These two main training streams, supported by the “Intro” model, the “Pose, pause, pounce” strategy, and various rules of thumb and etiquette as discussed in this blog post, are the key to an engaged audience and a successful training session.
If you would like to find out more about the training we offer here at Netpremacy, please check out our training page.
Communicate change, celebrate success: How communication can impact attitudes towards change.
A little about me
Firstly, I will introduce myself. My name is Francesca Clarke, I am a Training and Change Co-ordinator for Netpremacy Ltd, a Premier Partner of Google. I started this role after leaving the corporate banking world where I witnessed first hand the blunders that are often made during a change in a business.
In my previous role, I was heavily involved with training new starters and managing change projects. I found keeping the attitudes of others positive was an uphill struggle as systems were constantly changing with inadequate change management. This encouraged my passion for helping companies and individuals to understand the importance of managing change.
During my time at Netpremacy Ltd I have led numerous change initiatives and been part of too many to list all by name. Last year I had the pleasure of working with a particular customer whose goal was to implement Google Drive across the organisation within the space of two weeks. This was a challenging piece as time was of the essence, but by not sacrificing communication we had an undeniable success. We had great support from the customer as they understood the importance of communication in overcoming negative attitudes towards change. With great executive sponsorship and a willingness to be open, honest and empathetic to different skill levels the project was a triumph.
Understanding human reaction
Change management can and should be acknowledged and implemented through all aspects of life. ‘The change curve’ is a useful tool in understanding the human reaction to change of any kind; showing the different stages that people go through when faced with a change in any aspect of their life, it can also be used to understand why we act the way we do in both personal and business change scenarios.
The important thing to remember is that this is not a linear process. Whilst going through the curve, setbacks can happen and you may find that individuals or even entire companies can move back and forth through the different stages.
The following scenario is one that can easily be avoided when a company ‘Goes Google’: John works in a finance department that has always used Microsoft Excel, they have just been told that from now on they are to use Google Sheets. John has never used Google Sheets before and has not received comprehensive training or floor walking to help him through this change. John still has to meet his deadlines and has been left to struggle to meet these deadlines whilst using an unfamiliar product. John will probably have very strong negative feelings towards the new tools as a result of a lack of change management, therefore heavily impacting his productivity.
If John had been kept informed through communications, training sessions and post training support, this could have been avoided.
Taking these small steps could help someone feel confident and comfortable with change and eventually lead to this new product being integral into how the company works to achieve the goals of the project.
Working in change management, it is my role to orchestrate a plan that will guide people through these stages, prevent these setbacks and most importantly provide the correct guidance and support.
Keeping the change curve at the front of our mind, communication should be a present and persistent concern throughout every stage of a project or change. However, if you are thinking about executing a project without proper communication… This is a dangerous game to play.
How communications can make a difference
Communications are the lifeline of any project, they have the power to maintain the levels of positivity needed, stop incorrect information making the rounds and encourage individuals to be proactive in their own learning. It has been well documented that 70% of change initiatives fail. To measure how successful a change initiative is we examine the goals of the project and see if the change has achieved these goals. These goals should be explained and emphasised through communications to raise awareness of the desire for this change and how to achieve them to ensure success.
Ensure to choose the correct Executive Sponsor to deliver these communications. For example, if you are running an IT project the communications should not be coming from someone in IT, instead they should be coming from a well known face of the company. C-level management work best to stop the all involved from believing ‘it’s just another IT project… nothing to do with me’. (To find out more on the importance of Executive Sponsorship click here).
Another big faux pas is underestimating who needs to know about a change in the business or organisation, a change in the company. Everyone needs to know about any change – even if it will have a seemingly insignificant effect on their role, as even the smallest effect on someone can lead to negativity and this may have a domino effect throughout the company, leading to a failed change initiative.
Getting the word out
We are fortunate that in this day and age we have more available channels of communications than any generation that has come before. We should not limit our information distribution to merely emails and monthly newsletters, as you will find most people within a company can ignore these or at most skim read them not absorbing the important information often contained within them.
Today businesses have multiple internal communication channels at their disposal…emails, texts, letters, leaflets, posters, table stands, banners, internal communication platforms, public websites, videos and animations are just a few of the methods for little cost or none at all. So long as what you’re putting forward is eye catching and transparent in it’s content you can use any and every channel available. As part of Netpremacy our change team have delivered weekly broadcasts direct to users to brush up on useful hints, we have created corporate and fun animated videos to spread the goals of projects, used products at the customers disposal to create an open forum for sharing useful information, celebrating success and congratulating colleagues on achievements… but we can’t give away all our secrets!
As a customer facing trainer I have seen first hand the issues that arise from a lack of communication, for this reason when we take on a project the Change Management team and I will always ask which communication channels the company uses. If I am given more than two channels to use from the customer I am about ready to jump for joy, and let’s not even get onto how happy I become when I am told by a customer…“We have a great in house communications team.” This is the dream of anyone who specialises in change management, as from the start the customer already understands the importance of change management in any project and communications in general.
The need for a customer-driven focus on communication is essential in tackling opposition to change in the workplace. You will find that the strongest resistance can come from the most unsuspecting places, for the smallest of reasons. So facing this early in a change project is an absolute must!
One last thing…Empathy
Try to put yourself in the users shoes and explain in simple language. Never assume that anyone has any previous experience with what will be introducing. If you use jargon you run the risk of excluding people and this will cause a lot of issues that communications are designed to prevent. The idea is to remove boundaries and hierarchies and instead give those who would usually shy away from change a reason to embrace it and become an evangelist.
If you have any questions on the topic of this blog post or a general question contact us.
Blog post written by Francesca Clarke, Training and Change Co-ordinator, Netpremacy
The Secret Ingredient in Change: Executive Sponsorship
My name is Fraja Hodges and I work in the Training and Change Team at Netpremacy, a Google Cloud Premier Partner. Having seen first-hand how important the role of an Executive Sponsor is during a time of change, I was inspired to write a post on this specific topic:
We recently worked with a company who were looking to implement a social collaboration platform in order to “connect the unconnected”. Their extremely proactive CEO, who acted as Executive Sponsor in the G Suite deployment, strongly contributed to the overall success of the project. His general enthusiasm and eagerness for the transition motivated his employees, especially upon seeing that he ‘practiced what he preached’, communicating via Hangouts and Google+, rather than email. Working with us as a partner meant they had all the advice they needed on-hand. We were able to identify exactly what needed to happen and how, namely analysing key use cases and broadcasting a unified, focused message.
When a company decides to make a change – whether this is a deployment of G Suite, Zendesk, LumApps, RingCentral, etc. – the ‘why, what, when, how and who’s must be relayed to the end-user so that the project is completely pellucid for everyone to understand and trust in. These include why this is happening, what exactly it will entail when it will take place, how it will be rolled-out, and lastly who they can contact for further information and support. This should help to prevent resistance, anxiety, and confusion from the offset. As per the Netpremacy Change Management Methodology, at the start of any project, we ensure that an Executive Sponsor is nominated to act as the face of change. This blog post explores the part played by an Executive Sponsor in a change initiative and their significance to the project.
So, what does being an Executive Sponsor actually mean?
The role of an Executive Sponsor is best untaken by a senior member of the project board, often the CEO of the company. The reason for this is that they are a respected, authoritative person who can aid in promoting change management and supporting the project from the perspective of the organisation’s strategic goals. They are a key decision-maker in the deployment, with the control over people and resource needed to finalise the best approaches and practices for their company; as well as a catalyst for change to get the ball rolling. It’s important for them to have a vision of what the change will bring to be able to identify objectives, outcomes, and measures. This, in turn, will create and emphasise a ”burning platform” – or absolute need – for the transition.
Executive Sponsorship usually involves a number of responsibilities when it comes to organisation-wide announcements and communications (see more about the importance of communications here). The elected sponsor is the one from whom end-users should receive any information and updates to do with the project, and is the internal presence that provides a sense of familiarity during such times of change. They are usually a big (if not sole) focus in the elevator pitch – this is the initial announcement and a direct message to all employees from the Executive Sponsor on the reasons and benefits of going Google. It typically includes the end goal and vision for the future, as well as the project roll-out plan and impacts on users that the move may entail. Their named sign-off on communications and senior position build the initial sense of urgency for this transition on an individual, personal level, as well as an organisational one.
What else makes for good sponsorship?
One of the top contributors to success for change management initiatives is active and visible Executive Sponsorship. All organisations look to their leaders in times of difficulty or uncertainty to be strong supporters and lead the way – this is no different when it comes to times of change. Senior leadership provides the credibility to maintain and articulate a clear and attractive vision for why the change is necessary and therefore, increase the impact of the messages received by the end-user. Likewise, their overall line authority gives them the ability to directly confront resistance in order to clear a path to success.
The Executive Sponsor will align the organisation’s infrastructure, environment and reward systems with the change, allowing for performance to be measured and managed accordingly. Having somebody well-known and influential celebrate project successes is meaningful to the end-user and encourages innovation long after the deployment has come to an end. This also emphasises that this is not just an IT project, but a complete cultural transformation (see here for a great blog post on how G Suite deployments underpin the journey of cultural transformation within businesses).
What are the risks of poor sponsorship?
Using an influential, senior person in the company for communications, means end-users are more likely to open (and actually read) the information they include around the project. Let’s face it, you’d pay more attention to an email from your CEO, than you would from someone in IT that you may not know! Additionally, when you see an email from your CEO, you immediately assume it’s content is important – otherwise, why would they spend their valuable time writing it?
As established beforehand, an Executive Sponsor should have authority and credibility. Without this, there is less of an incentive for people to co-operate and little sense of urgency for the transition. Visible senior involvement helps to avoid push-backs and delays of the project, as well as portray the change as a “burning platform” because their internal position brings value, urgency, and priority to the project.
I hope that this post has highlighted the roles and reasons for an active and visible Executive Sponsor in any form of change initiative. Not only do they boost employee engagement and promote the importance of change management, but they also have a direct effect on the success of the deployment as a whole. Having the right people involved and providing transparency throughout the project creates a purpose and a visual plan for the transition.
If you have any questions on this topic or for Netpremacy in general, please feel free to contact us here.
Blog post written by Fraja Hodges, Training and Change Co-ordinator, Netpremacy