Change management is a necessity in today's workplace. Digital transformation, hybrid work and automation are forcing people to adapt, learn new things and evolve. HR professionals are uniquely positioned as both architects and ambassadors of change.
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Discover guidance for navigating these transformations:
1. Assess the preparedness of the workforce
Whenever big change is coming, organizations must determine how ready their people are for it. HR can conduct organizational readiness assessments to figure out what gaps there are in skills, leadership, mindset and even culture. Listening to employees can help HR identify change fatigue and resistance. Aside from talking to employees, HR can conduct pulse surveys or feedback loops to understand how people are feeling. This can be an impetus for relating to one another.
"Let's just make sure we do our best to understand the change that's coming and band together and lean on one another and realize that we are still in control," said Lisa Williams, global operations talent strategy and employee experience director, manufacturing and engineering operations at Dow during the the PEX Network's All Access: Digital Transformation in HR 2024. "The computers and the technology are not in control. We are in control and we can dictate and determine how we are going to create the culture of our organization."
2. Define the purpose and value of the change
One of HR's big to-dos is to help employees and leadership connect the dots. They must align the change initiatives with business goals and then demonstrate how this relates to employee experience priorities. HR might have to take a page out of marketing and come up with personas, so they can prepare messaging that resonates with different segments of the workforce.
3. Involve employees from the start
Create feedback channels for employees to express concerns and ideas. Leverage change champions, those who will get excited about the transformation and bring others along with them. They can help promote adaptation and, in the case of new technology, adoption.
"Don't discount your champions," said Lisa Bass, transformation leader at BioReference Laboratories during All Access: Digital Transformation in HR 2025. "I think people sometimes take them for granted. You think, 'I've got this champion. They're really positive.' Don't discount your champions. They can be your biggest supporters and help. Sometimes, when I've pushed out certain initiatives and I knew that it was going to be a big change and I knew I needed the organization to get on board, I would tap into my champions and have a separate conversation before the big meeting and get them on board with the change."
To begin, however, HR can make employees part of the process by asking them what they want and having them co-create solutions whenever possible. At the very least, they should be consulted about the rollout that will directly impact their work.
"The first tactic that I would recommend is to make people part of defining those behaviors that I mentioned. So, they don't only receive something from above, they become part of that solution. And also they incorporate the fact that they are responsible for solving the problems when they are very small," said Iván Céspedes, continuous improvement expert at Roche during All Access: OPEX 2024. "They don't wait until it's a larger problem to get involved. They are responsible for dealing with smaller problems before they become something larger. I would start there by making them part of those efforts because we really need to incorporate and take advantage of that full potential."
4. Build skills for the future
For many years, HR veterans have called on each other to create cultures of continuous learning. HR can package a change initiative as an opportunity to broaden horizons. It's a chance to assess the workforce to determine skills gaps and address them. However, HR must follow up with actual training. Learning and development is an essential building block in transformation projects.
5. Communicate transparently and often
HR leaders are the bridge between employees and leadership. As a result, they must be great communicators, the ones who are explaining the change, why it's necessary and how to make it happen. They can use multiple channels to deliver consistent and honest updates.
"People need to connect to the strategy," said Bass. "They need to understand why they are being asked to do something different."
In their messaging, they should be up front about the uncertainty or questions people have. They should not be hiding anything or trying to sugarcoat the change. Often, in delivery communications, HR forgets to train managers to reinforce what they are saying while keeping their people at the center of the conversation. This could include:
- Equipping people managers with toolkits and talking points.
- Encouraging two-way dialogue within teams.
- Recognizing that how managers show up can make or break the transition.
6. Track key performance indicators (KPIs) and adapt
As HR leaders plan the change management strategy, they must identify the measurements they will use to determine success. Some possibilities include adoption rates, engagement and attrition. Any change requires ongoing conversation. Leaders should monitor what is being said and what is being done and then pivot based on real-time data. While everyone should be laser focused on understanding when things are not working, they must also celebrate quick wins.
7. Make the growth mindset contagious
Change is uncomfortable and always includes setbacks and challenges. Normalizing this feeling and recognizing it goes a long way to win over people. Quickly, however, HR should turn to sharing stories of resilience, especially if they exist across the organization. Most HR leaders have a commitment to the health and wellness of employees. That mindset should extend to change initiatives. They can provide resources for psychological safety to help people stay well and balanced as they confront change, which can mean managing stress, for example.
"To put the term leading with empathy into real language, it's really leading with your head, heart and guts," said Susan Jarrell Kushner, VP head of investment bank talent at Deutsche Bank at the All Access: Change Management for Business Transformation 2024. "I think of the head as being very results driven. That's what we've always done pretty well. We've always had our north star of where we wanted to go - that's the head or the brains. When you think about the gut that's setting clear priorities and being positive about the change, uncertainty and even being able to explain it very well. But then when you get into the heart of it, the heart is really talking about the purpose, the trust, the values."
Get used to change
HR professionals have a pivotal role in any change management initiative. They are the stewards of transformation. By realistically assessing the needs of the team, communicating clearly and often, tracking KPIs and providing guidance, empathy and training, HR can have an impact on success. Then, the team can embrace change as an opportunity to humanize the workplace and strengthen culture.