Change Management Learning Center - managing change library

Welcome to the Change Management Tutorial Series

Home   |   Bookstore   |    Training   |  Tutorials   |   Benchmarking  |  Webinars

Email this page to a friend


 

Three avenues for resistance management

 

Prosci defines change management as the application of a structured process and set of tools for managing the people side of change to reach a desired outcome. But how often do we see change management and resistance management used synonymously? If your answer is “quite often” then you are not alone. While Prosci emphasizes that change management is composed of many tools, strategies and techniques for managing the people side of change, one of the primary plans developed through Prosci’s 3-Phase Change Management Methodology is a resistance management plan. Because the reality is that resistance will be faced during any effort in which people must change something about the way they do work.

This tutorial from Prosci and the Change Management Learning Center kicks off a three part series focused on resistance management, beginning with this overview of resistance management, followed by two specialized tutorials on managing "surprising" resistance to a desirable change and managing “good” resistance.

 

What is resistance management?

There is no one recipe for perfectly managing resistance. In reality, resistance management is largely shaped by timing and circumstances. Are you just beginning a project and are already hearing grumbling? Are you about to go-live but have a block in the pipeline from a resistant supervisor? Regardless of where you are in the change process, there are steps you can take to prevent, anticipate and react to resistance. Prosci has built out three avenues for managing resistance, which you can apply no matter where you are in the change process, to minimize the negative impacts of resistance:

  1. Resistance prevention
  2. Proactive resistance management
  3. Reactive resistance management

 

1. Resistance prevention

…The application of a structured process and set of tools for managing the people side of change to achieve business outcomes. This should sound familiar. This is what Prosci considers "applying effective change management" in the first place. This is:

  • Engaging sponsors to communicate, build coalitions and actively engage in the change
  • Establishing clear and tailored communications plans that target specific audiences
  • Enabling managers to be great change advocates and leaders of change
  • Ensuring that all impacted groups receive the appropriate training at the appropriate time
  • Envisioning the thorough integration of the change management plan with the project plan

These core aspects of organizational change management are the action steps taken to support employees through change. When we apply a structured approach to change management, as described above, we answer the lingering questions employees have, such as: Why is this change happening? What is in it for me? Why should I get on board? When employees are armed with the answers to these questions, they are less likely to resist when the time comes to make the change.

The effective application of change management is, in and of itself, intended in large part to prevent resistance. Change management is not only about resistance prevention, but resistance prevention is all about the effective application of change management.

 

2. Proactive resistance management

Proactive resistance management addresses anticipated or already identified resistance. There are a few key activities that need to take place before you can begin implementing your change management plans, such as conducting the necessary assessments to ensure your plan is tailored to your change and organization. In addition, a key component of this strategy building (which may also come out of your initial assessments) is identifying anticipated points of resistance. Here are a few scenarios where resistance can be anticipated:

  • If you already know of a division of your organization that has a history of failed changes, perhaps you can anticipate that they will be skeptical of a new initiative.
  • If you have a group of senior employees looking to retire, and the change initiative will impact their pension plans, then you can anticipate they will require more attention.
  • If you have a group of people who are heavily invested in the current state, the ones you are about to displace with your change are a likely source of resistance.
  • If one group was advocating for Solution A, and ultimately the decision was made to select Solution B, then you can expect resistance from this group.
  • Or perhaps the most impactful of all changes, if your change includes lay-offs or staff reductions, this change will certainly inspire resistance and will require proactive resistance management.

Proactive resistance management is about acting on your and the project team’s foresight. Rather than waiting for the project post mortem and saying “I could have told you that group would resist this change,” act on that knowledge upfront. The management of this anticipated resistance must be proactively built into change management plans and/or addressed early. There is no reason to wait for resistance to rear its head before you act. Anticipate it. Review the organization’s history with change, identify high risk or highly impacted groups, and proactively plan accordingly.

 

3. Reactive resistance management

Resistance is the natural reaction to change. You can apply excellent change management and anticipate potential problems, and yet you can also count on resistance still surfacing during the change process. Reactive resistance management answers the question, “How will we react when resistance to change occurs?”

1. The first step when applying reactive resistance management is to identify the root cause of the resistance. Tools such as the Prosci® ADKAR® Model, or an exercise such as “The Five Whys”, can be applied to help determine, or learn more about, an employee’s or departments root cause of resistance.

2. Once the root cause is identified, there is a set of steps you can take when resistance becomes enduring and persistent. These steps include a range of activities performed by different players, from simply listening, removing barriers, focusing on the “what” instead of the “how,” and offering clear choices and consequences, to more stark measures, such as showing the benefits in a real and tangible way, converting the strongest dissenters, or in extreme cases, removing an extremely resistant individual.

The Prosci 3-Phase Change Management Process includes 10 steps for managing resistance – learn more in the online Change Management Pilot Professional or the Prosci 3-day Certification Program.

3. The third component to reactive resistance management is enabling and empowering the appropriate resistance managers. While change management practitioners must be the conductors of change management efforts, they are rarely in employee-facing roles. In the case of resistance managers, the most effective people for fulfilling these roles is the person closest to employees—managers and supervisors. It should be noted that this is a role that managers and supervisors struggle with, and so it is important that they are enabled with the steps listed above to help manage resistance with their employees.

 

Conclusion

Resistance does not occur in a vacuum—both personal and organizational contexts must be maintained. In addition, it is important to not underestimate the power of comfort with the current state. Movement from the current state to the future state leads to stress and anxiety for impacted employees. The good news is that you have the power to control the duration, cost and severity of the effects of resistance to change.

 

 

 

 


 

 

Email this tutorial to a friend
Ask a Prosci analyst
Order online - secure server Order the Best Practices in Change Management benchmarking report to learn more about the latest trends, developments, tips and suggestions from hundreds of practitioners

 


 

 

Prosci Change Management Certification

"Amazing: these three days are going to save me
hundreds of hours and help me help my company
realize the benefits they seek."
- Mike C., April 2011 participant

“I'm truly inspired!” Joe F., May 2012

“The most applicable training I have been to - ever!
Great, applicable training & usable tools.”
Chelle, November 2012

 

Program highlights:

  • Learn the methodology through practical application to your current project
  • Learn from experienced executive instructors
  • Become part of a change management community
  • Earn 2.4 CEUs, 24 PDUs and 23.5 HRCI recertification credits
  • Walk away with products and course materials worth over $1000

Download the certification program brochure

Upcoming sessions:

  • January 8 - 10, 2013: Denver, CO area
  • January 8 - 10, 2013: Washington DC area
  • January 15 - 17, 2013: San Francisco, CA area
  • January 15 - 17, 2013: San Diego, CA area
  • January 22 - 24, 2013: Houston, TX area
  • January 29 - 31, 2013: Chicago, IL area
  • February 5 - 7, 2013: Washington DC area
  • February 12 - 14, 2013: San Francisco, CA area
  • February 19 - 21, 2013: Chicago, IL area
  • February 19 - 21, 2013: Orlando, FL area
  • February 26 - 28, 2013: Portland, OR area
  • March 5 - 7, 2013: Denver, CO area
  • March 12 - 14, 2013: San Francisco, CA area
  • March 12 - 14, 2013: Chicago, IL area
  • March 19 - 21, 2013: Orlando, FL area
  • March 26 - 28, 2013: Portland, OR area
  • March 26 - 28, 2013: Houston, TX area
  • March 26 - 28, 2013: Washington DC area
  • April 2 - 4, 2013: Chicago, IL area
  • April 16 - 18, 2013: San Francisco, CA area
  • April 23 - 25, 2013: Washington DC area
  • May 7 - 9, 2013: Chicago, IL area
  • May 14 - 16, 2013: San Francisco, CA area
  • May 14 - 16, 2013: Denver, CO area
  • May 21 - 23, 2013: Orlando, FL area
  • May 21 - 23, 2013: Washington DC area
  • June 11 - 13, 2013: San Francisco, CA area
  • June 18 - 20, 2013: Chicago, IL area
  • June 25 - 27, 2013: Orlando, FL area
  • June 25 - 27, 2013: Washington DC area

Visit the certification training page

Email a certification inquiry or call
+1-970-203-9332 to register today.

“Awesome! Best training program I have attended in my career!”
Ryan L., May 2012

“Best course I've ever taken… Incredible instructors and excellent material. Can't wait to use it!”
Kim P., August 2012

“This is the best training that I have ever attended. Now I understand what I need to do when I go back to the office and start to immediately apply what I've learned. Very organized and easy to follow. Great online resource and USB and hard copies.”
Tamaho Q., July 2012

“Absolutely Awesome!!! 5 stars!” Brenda M., December 2012
“Excellent course. Well worth the investment of time and money. Excellent job!”
Sue A., July 2012

“Excellent class - would recommend to anyone.” Walt J., August 2012
“This is one of the best programs I have attended. Excellent faculty, outstanding material, and amazing use of experiential learning techniques. Attention to every little detail, comprehensive program, material, great planning, outstanding facilitation.”
P. Ravi S., November 2012

“Excellent training, excellent content, extremely comprehensive addressing of CM concepts & practical approach. Best instructors ever!!!”
Panos P., December 2012

“The best training class I have had in years. Goes way beyond the strategy and framework and focuses on real world problems and the tools to solve them.”
- Jennifer J., April 2009 participant

"I gained so many skills in such a short amount of time. This training will impact not only my own ability to manage change, but impact our larger organization.”
- Kim W., January 2012

"This is the best training class I've ever attended."
- Abby D., April 2011

“This was the most effective and engaging course I've ever taken. I feel that I can truly use this knowledge in my personal and professional life immediately.”
- Lisa S., February 2009 participant

"This is exactly what I was hoping for - a hands on program that would allow me to absorb the concepts by relating them to a current business project."
- Lisa C., November 2010 participant

“Awesome - truly one of the most beneficial programs I have ever attended - immediate application on the job!”
- Robin S., March 2009 participant

“This program absolutely over-delivered my expectations. I now feel more prepared and better equipped to do my job.”
- Paul S., January 2009 participant

 

 

Offerings for applying Prosci's change management methodologies:

Licensing:

  • Prosci's site licenses are a great solution for building change management capabilities and competencies throughout your organization. With a site license, you can customize and integrate Prosci’s world-leading research and methodologies to fit your organization and begin building the individual competencies necessary for true change capability. Contact a Prosci Account Manager at +1-970-203-9332 or changemanagement@prosci.com to discuss your change management needs and how Prosci's research-based, holistic, easy-to-use solutions can work for you.

Training:

  • Change management certification ($2800)- attend Prosci's 3-day certification program where you bring your own current change project to the session and learn to use Prosci’s tools through practical application – taught by former fortune 500 executives at locations across the US - includes over $1000 in products, including the Best Practices in Change Management benchmarking report, the Change Management Toolkit and the Change Management Pilot Pro 2012
  • Train-the-trainer ($3500) - learn how to teach Prosci change management training programs in your organization
  • Onsite training - bring Prosci to your location for 3-day certification programs, 4-6 hour executive briefings, 1-day manager programs or 1-day employee programs - call +1-970-203-9332 for more information

Methodology tools:

  • Change Management Toolkit ($389) - hardcopy 3-ring binder presenting the Prosci Change Management Methodology, includes templates, checklists and assessments for managing the people side of change (includes USB)
  • Change Management Pilot Pro 2012 ($489) - online tool including the Prosci Change Management Methodology, eLearning modules and downloadable templates, assessments, presentations and checklists
  • Change Management Guide for Managers and Supervisors ($209) - tools to help supervisors engage and coach their direct reports through change
  • PCT Analyzer ($149/$349) - web-based tool for collecting PCT Assessment data, analyzing results, identifying risks and developing action steps

References and books:

  • Best Practices in Change Management benchmarking report ($289 / quantity discounts available) - journal-style report with lessons learned and best practices from 650 participants, presented in an easy-to-use format - reads as a checklist of what to do and what not to do
  • Change Management: the people side of change ($18.95 / quantity discounts available) - a primer for anyone involved in organizational change that addresses why manage change, individual change management and organizational change management
  • ADKAR: a model for change ($18.95 / quantity discounts available) - the definitive work on the Prosci ADKAR® Model
  • Employee's Survival Guide to Change ($14.95 / quantity discounts available) - a handbook to help employees survive and thrive during change, answers frequently asked questions and empowers employees to take charge of change

 

 

*** Prosci also offers leadership packages - groupings of products at discounts that offer you some of the most helpful and common combinations of Prosci change management resources

 

 

Email this page to a friend

 

Email a Prosci analyst or call +1-970-203-9332 with questions about the methodology, its application, or finding the right resources to support your change management activities.

 

 


 

*** Register to receive free news announcements and tutorial releases ***

 

 

Tutorials | Bookstore | Benchmarking | Articles | Training | Register | Webinars | Resources | Home

Copyright Prosci 1996-2014
Prosci and ADKAR are registered trademarks of Prosci Inc.
Send comments to a Prosci analyst

 

Contact Prosci
email: Prosci email form
phone: 970-203-9332 or 800-700-2831
1367 S. Garfield Ave.
Loveland, CO  80537  USA