Change Management: HR Policy overcoming the emotional hurdles to success?

Change Management Image - Hurdles to Success

What is the point of change management? You see a way you can improve the company services/products/profits, and you make the change, simple? Or is it?

Change can have negative emotional repercussions, on both employees and customers, no matter how well intended the changes are. This is why it is important for HR policy to be involved with change, and why change needs to be managed carefully.

For employees, they may have felt comfortable with the services or products they had the ability to provide, with the knowledge and processes they were used to following. Now they have to learn new knowledge and/or processes, requiring more effort to reach the same level of competency at their given tasks as they were capable of previously. Employees need to be able to see that the extra effort they are making for the changes is worth it for them. To share in the vision that the changes are working towards improvement in their company, boosting pride in their work and their trust in the ability of management, rather than reducing their morale and productivity.

For customers, they may be a one off shopper, or one that has been using your company for years, as a reliable source for a service or product they require: If they are uninformed about the changes being made, and why, any inevitable delays or reduced service or product quality during the transition phase would be unexpected and intolerable, causing customers to be frustrated and annoyed. Customers would only see the negative impacts on their services/products as a change towards company incompetence, and would most certainly cause customers to rethink if they would continue using your company, or if they would forward this negativity to other potential customers!

Change management involves effective planning and communication; both before and after changes are implemented, to not only reduce the negative emotional hurdles described above but to overwrite the negative thoughts with positive thoughts towards the change and the company itself. Change management assesses the impacts against the positive gains of a change and then works to (as the song goes) ‘accentuate the positives’ and ‘eliminate the negatives’.

In this case accentuating the positives means building the case for the change, why it needs to be done, what the vision for the future is, and how the change will improve the company. The important part is how you manage that change for the good of all involved.

Eliminating the negatives is probably the more obvious task. It involves ensuring that all possible required resources (people, company ‘systems’, communication services, time/timing and training/education etc.) for a smooth transition are available, making sure any change laws are abided by and ensuring everyone knows how the change will work, where and when. It is important to remember to inform not only employees what is to be expected but suppliers and customers, where the changes may affect their dealings with you. This way any expected negative effects can be minimised, and any unavoidable negative effects can have plans in place to work around problems before they occur, minimising any annoyance and frustration during the transition.

Change is an important factor in any business – make yours a positive experience. Check out our factsheet: HR Policy: Change Management Check List for more detail on making the most of your company changes and overcoming the emotional hurdles to success, or contact Amanda for HR Consulting on the subject of change management at

Combating Company Discrimination: Duty of Care or Potential for Business Improvement?

discrimination highlight

By law businesses have to watch their step with their policies and processes to ensure they are not discriminating against anyone due to a protected characteristic (treating less favourably, unless there is a legitimate aim with no other reasonable action to reach it); actual or perceived – age, race, religion, belief, disability, sex, gender reassignment or sexual orientation, or pregnancy, maternity, marriage or civil partnership.

It may be easy to list a good chunk of extra costs in time and money that may be required to ensure that your company policies do not discriminate against anyone due to a protected characteristic:

  • Arranging broader accessibility to recruitment advertising
  • Providing alternative fair application and interviewing methods
  • Allowing for flexible working hours, differing holiday days and extra sick leave
  • Being ready and able to provide reasonable physical alterations to the workplace and equipment
  • Dealing with possible collaboration barriers stemming from communication difficulties or conflict from intolerance of different perspectives

Experiments conclude that teams with individuals of differing, complementary skills are more productive due to knowledge spill-over and organisation of tasks to the more suitable individuals to speed up completion. However, socially diverse teams are less productive due to poor external social connection and collaboration barriers.

However, I have not written this article just to spread doom and gloom about the duty of care required to combat discrimination in company policy and promote diversity and equal opportunities at work! So, time for the good news.

Employee diversity is attractive to a broader market through a more socially diverse company face, and effective communication skills and understanding of the needs of a wider community. Employee diversity also improves team problem solving and decision making abilities through a more extensive field of interests, (and therefore) skills, knowledge and viewpoints.

Promoting equal opportunities at work creates a fairer environment encouraging higher levels of motivation from employees that may otherwise feel they either have little chance of progressing, or are certain to progress without good performance due to discrimination. A fairer, non-discriminatory working environment also encourages a happier workforce as employees has a greater feeling of well-being at work.

The more switched on companies actively work policies to improve employee communication and integration to lessen the negative effects on base productivity. This combined with doing more than their duty to promote diversity and equal opportunities allows them to reap the high benefits from a diverse workforce of improved company outreach and performance, leading ultimately to improved brand value and productivity.

Check out our factsheet to find out more about Combating Protected Characteristic Discrimination in Employment Policy