Whitepaper Change Management

Change Management Manage Change in the Wake of the Pandemic

Consider how you’ll get back to a better work experience These strategies can help you lead a successful change management effort Change Management

We’re all in this Employee expectations together are changing

Perhaps one of the greatest shifts Humans are resilient and going in change management is the through the pandemic has changed audience for change. Pre-pandemic, us all. This will matter to your change there were always groups who were management efforts because going through more change, and employee expectations are shifting. those who were going through less Through our Work Better research, change. Even in a large-scale effort, we’re learning there are elements there were people who could provide of working from home people have distance and objectivity based on loved, and also things they are happy not going through as much change to leave behind. Likewise, there are themselves. attributes about the office they have Coming through the pandemic has missed and also, things they haven’t. been life-changing in every way, and Of course, everything is different We have also learned they have a significant part of how you’ll get today, because every person has expanded expectations for control back to a better work experience will been affected by the pandemic over where and how they work. require supporting people through in some way. Every region, every the myriad changes you’ll face. While position and every type of person— All of these shifts in expectations will in some ways, everything will be no matter what work they do— be critical for you to understand as different, many of the fundamentals has dealt with the impact of the you lead the change management will still apply. coronavirus. This is both good news effort. You’ll need to assess and bad news. On the positive side, employee expectations and how The pandemic has introduced people can be more empathetic they’ve shifted, clarify the conditions tremendous uncertainty and volatility. to each other and you can expect to which they’ll return—both in the Coming back from it, and the bonds to be strengthened based on long term and the short term—and choices you make—including the getting through a tough experience help employees adapt over time. ways you guide the organization together. However, you’ll have through this change—will have a lot of intentional work to do a long-term impact. They will be in planning how you’ll support a window to your organization’s everyone through the change. values, integrity and leadership, and When you assess stakeholders, you they will have lasting influence. It’s a may need to provide more or less lot of pressure, yes, but it’s also a lot coaching, training or orientation to of opportunity to influence a bright some audiences, but no one will future. be untouched, and you’ll need to Here’s what you need to know. consider this in the scope and scale for your efforts.

This and other white papers have been developed by the Steelcase Applied Research + Consulting team to share our lessons learned with clients.

Fundamentals remain – need to feel they have a voice and Risk. with a few adjustments they matter. Having come through hard times, people may be more sensitive. Provide them with as many specifics Behaviors. With so much that has changed and as possible about how the workplace so much at stake in bringing people Shifting the workplace will catalyze will look, how their work process back to new conditions, you might changes in behavior. You’re probably will be accommodated and the conclude that change management making workplace changes to foster changes they can expect. When must take a right-angle turn as well. collaboration, speed, innovation they go through change, one of But actually, the fundamentals of or the like. Don’t leave behavior to people’s biggest fears is they change management remain--with chance. Clarify what you need from won’t be able to get their work some important adjustments. people, what will be different and done effectively. Respond to this how you expect the workplace to concern with details about how the drive new (or renewed) outcomes. work process will be supported by The business and the why. In the short term, you may be the new work experience. It’s also taking steps such as performing powerful to share evidence from Whatever changes you’re making, temperature checks or adjusting credible sources—which helps ensure you clearly communicate circulation patterns throughout your validate the changes you’re making. the why, the context and the space. In the longer term, routines Overall, when you reduce ambiguity, connections to the business. This may shift, but you’ll need to let you reduce the perceived risks—or big picture and your vision will be people know how they should act costs—associated with the change. critical for people to understand and interact to be successful and and get on board. Keep in mind the contribute to the business. case you build and the purposes for Leader accessibility and the change will need to be relevant transparency. to the pandemic. Perhaps you’re Tools and protocols. on course for the changes you had Our research demonstrates that planned originally. Or perhaps you’re Closely related to individual people desire workplaces where using the pandemic to accelerate behaviors are group norms and leaders are present and accessible, shifts in your business. Maybe you’re agreements between team members. and leadership is always critical for taking brand new steps to bring You’ll want to give more-than-the- successful change management. your workplace in line with your usual attention to these because In the process of getting back new strategy. Regardless, clearly of all the changes the pandemic to a better work experience, this articulate how your actions are has wrought. Going forward, you is especially true. Because of connected to your response to the may have more people working the pressure and difficulty of the pandemic, how they make sense away from the office, so you’ll pandemic, leaders’ capabilities have given the current context and how need to ensure team members are come into focus. Ensure you’re they are tied to the success of your communicating about how they’ll developing leaders and clarifying the business and your employees. stay connected and how they’ll behaviors they must model. They’ll maintain their work flow. Tools and need to be transparent, manage by technology must be part of this performance more than presence, The people and their engagement. discussion as well. You may be encourage connections among their People have been buffeted by the providing enhanced technology team members and embrace new pandemic. Even if their own roles or for people at home or in the office, workplace strategies. In addition, workloads haven’t changed, they’ve and you’ll need to plan for how leaders should make themselves witnessed others’ that have. In employees will learn to use new accessible to answer questions, leading your change management, tools. If team members will be provide information and pave the make an effort to engage people, collaborating more frequently from way for greater acceptance of involve them and clarify how they a distance, you’ll want to ensure change. fit in the change. Ensure they see they are incorporating technology their place in the work as well as the and protocols to reduce presence workplace. It won’t make sense to disparity and foster effective give everyone a vote, but they will collaboration.

It matters how you manage the change

Ultimately, how you manage change matters tremendously, because it is a mirror of your culture, your values, your strengths and—yes— your weaknesses. People will draw conclusions about your organization based on the actual changes you make, and based on how you manage the change process. When change is managed well, it has positive impacts on engagement, wellbeing and performance. It is also important to attraction and retention—as people watch, assess and commit to your organization.

You can come back from the conditions created by the coronavirus successfully. You can respond to the pandemic effectively. But the real opportunity is to use the recent experience to learn and improve—to work better. The most significant difficulties can be fuel for the greatest improvements. This is the opportunity with change management—to lead the organization through the change and implement a better workplace that supports work and workers in new ways.

We can help

Change Management consulting Successful change management is available from our Applied requires an intentional approach and Research + Consulting (ARC) team, an investment of time and energy. considering opportunities to plan, Our ARC team guides you through implement and sustain change. the process and helps ensure Our approach is holistic and user- efficiency based on our extensive centered, ensuring engagement experience. by connecting organizations to Learn more about ARC Steelcase’s extensive workplace research.