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

Social Networking and Social Media: What does it mean for business?

social networking; collaboration, communication, fun, friendship and business or addiction, scams, harrasment, waste of time, and identity theft

– Facebook – YouTube – Twitter – Linked In – Google+ – Flikr – Digg –

Social networking and social media poses both threats to business and opportunities for improvement. Just how much social networking and social media affects your company and whether it has an overall positive or negative impact appears to be entirely in our hands, and how we deal with the possible opportunities and impacts presented?

Negative Impacts

Development of social media and social networking has put more games, gossip and friends at the click of an employee’s mouse button, further increasing company fears of employees wasting time, procrastinating during paid hours. Either turning a blind-eye to the skiving, and letting other employees pick up the slack, or overly restricting the use of social media and social networking can lead to resentment from employees and lowered morale. Judging just what is the appropriate actions to take can sometimes be difficult.

Procrastination is not the only issue to deal with, social media and social networking opens a lot of new challenges for management. Employees may need reminding that if they are watching social media to break up their work day, they still require breaks away from their computers for health and safety reasons. Some employees may also find it difficult understanding what behaviour is acceptable on social media and social networking, and need prompting to avoid acts of discrimination and bullying. Finally, as many viruses and malware are spread through social media and social networking, greater security may also need to be considered to protect against them and their harmful effects.

Positive Opportunities

Social networking tools provide free and quick communication avenues for exchanging messages with employees worldwide, providing a backdrop for simpler, more flexible collaboration and co-operation. Email, tweeting, instant messaging and blogging or podcasts and many other options are now available for ensuring you can keep your employees and customers up to date and in the loop wherever they are. Similarly social networking can be used to keep your company up to date with industry information, conferences and the latest innovations through linking with other professionals in your field.

With 80% of UK houses receiving internet and 2/3 of all adults in the UK using Facebook – just one of the many social networking platforms (OFCOM) social media and social networking is increasingly being used as businesses’ ‘marketing face’, to directly communicate with a large portion of potential employees and customers. This method largely cuts out the middle men (advertising and recruitment agencies) reducing time and money spent on marketing strategies.

Encouraging social networking connections to your company enables current, past, and future employees and customers to share experiences and feel a more personal (and therefore stronger) link with the company brand, this setup also serves as a strong communication line from the company to share useful branding messages with the public such as notification of company awards, special recognition received or any other positive messages.

Read in more depth about this on our social networking and social media factsheet

Have your say on what you think social media and social networking means to business… Do you think it is something that needs protecting against, something to embrace, or a bit of both?