A Guide To Successfully Implementing Change Across Your IT Company

  • MSP+OS Team
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    MSP+OS Team

  • August 25, 2016
  • 11 minute read


Change is a constant, especially in the dynamic world of IT and MSP services. As a business owner, it's natural to yearn for stability, but the evolving landscape often demands adjustments. For the success and growth of your company, it's vital that your employees not only accept but also thrive amidst these changes.

Resistance to change, especially significant ones, is expected. However, there is a strategic approach you can take to ensure the success and adoption of change across your IT business.

Great "change leaders" know that open communication, leading with intention, and prioritizing training is key. Here are some strategies to help navigate, champion, and implement change within your organization. As a leader, your role is pivotal in guiding and motivating your team through these transitions.

Why do people resist change in the first place?

Resistance to change is a complex, multifaceted phenomenon, deeply rooted in both evolutionary biology and the intricacies of human psychology. However, the more you know about why people resist change, the better equipped you are in navigating the path to helping others accept change.

One of the most fundamental reasons people resist change is the fear of the unknown. Humans, by nature, prefer the predictability of known environments, even if they are not ideal. Change introduces uncertainty, making outcomes unpredictable. Change can also create a feeling that individuals are losing control over their environment or tasks they once felt mastery over.

Change might demand new skills or abilities, and often people may worry whether they will be able to adapt and maintain their performance levels. There is even a fear of being fired of they can't adapt to these skills. This is one of the biggest reasons employees submit their resignation after learning of new changes in the business. 

A study by the U.S. Bureau of Labor Statistics showed that one of the leading causes of employees leaving their jobs voluntarily (i.e., resigning) is to take up new or better job opportunities elsewhere. This can be linked to organizational changes, where employees perceive better chances of utilizing their skills or learning new ones in a different environment.

Your people might resist if they perceive the change as harmful to their interests, reducing their benefits, or diminishing their job security. People may have an emotional attachment to the current ways of doing things, particularly if they've been in place for a long time. They might believe in the adage, "If it isn't broken, don't fix it."

Simply put, some people might resist because they believe the change is not the right solution for the perceived problem or that the risks outweigh the benefits.

We believe it's the main reason that over 79% of prospective clients we speak to report that they have not made any efforts to improve operational maturity, process efficiency, or attempt to gain a ROI from investment across systems and tools because it would create too much change, force good people to leave, and an "adherence hat" that no one has the capacity for.

However, this mentality can flatline a business, especially a technology business. Let's make it simple with this guide.


Effectively Communicating Change to employees

Communicating change effectively to your team is crucial. But, most IT businesses struggle with effective communication. 

To ensure a smooth transition, here's a structured approach to introducing these changes:

Engage Managers First: Begin with a managers-only meeting. If you are an IT company following an Enterpreual Operating System (EOS) or something similar, we highly recommend implementing a "Leadership Team", in which executives can specifically discuss changes to the business. During these meetings, "Change Leaders" can provide a comprehensive overview of the forthcoming changes, detailing how they will impact the teams. Your managers need to be fully informed so they can support and drive the change further down the ranks.

Enlist Managerial Support: Once managers grasp and are aligned with the vision, they become your chief allies. Their understanding and endorsement are critical to disseminating the message effectively across different teams. Change Leaders should spend time coaching and assisting with the articulation of the company's new direction, but the Managers should be the ones informing their team members. Managers can highlight the goals and strategies that underscore these changes, helping every member of their team understand the bigger picture and where they fit in.

Detail the Implications: Encourage Managers to be more detailed than high level about what the change entails. This could mean modifications in job roles, shifts in work schedules, team restructures, or other operational alterations. Whether these are short-term adjustments or long-standing ones, clarity minimizes confusion. It's tempting to announce that "big changes are coming, stay tuned", however - this vague language can add stress and assumptions, causing more push back than needed.

By methodically outlining the upcoming changes with Managers, and encourage team leads to consistently engaging with their team members, you not only prepare the company for what lies ahead, but also foster an environment of trust and collaboration, essential for navigating any transformation.


Navigating Questions and Concerns During Change

When significant change is on the horizon, it's natural for your team to have concerns and queries. Here's how to address them constructively:

Open the Floor for Questions: Encourage a candid atmosphere where employees feel safe to voice their questions and concerns. Give them the space to express what genuinely weighs on their minds. Most of the time, team leads make the mistake of asking for feedback during quarterly meetings or 1:1 sessions, but this can be intimidating. You might want to consider implementing a "Virtual Suggestion Box" - a place where employees can submit anonymous feedback about recent changes or suggestions for improvement. 

Address Staffing Concerns Head-On: Many of the changes businesses make are to improve efficiency or overhead, and we are seeing that automation and AI are big contributors for reaching those goals. However, that often involves eliminating roles. If there's a potential impact on the team size or structure, be upfront about it. It's crucial to address such sensitive topics directly to prevent the spread of rumors and unnecessary anxiety. 

Be Transparent, Even in Uncertainty: While you might not have every answer, honesty about the situation is essential. For instance, if a company acquisition might result in role overlaps, it's better to acknowledge the situation than to remain silent.

Foster Regular Communication: Change doesn’t just happen at one announcement – it's a process. Regular updates, even if they're to say that there are no new updates, can alleviate anxieties. It reminds your team that you're actively managing the situation and considering their well-being. A great place for regular updates can be a cascaded message from executives on the progress of the change on a weekly basis during an L10 meeting, or a Project Manager providing updates on where things are at for each team.

Acknowledge the Possibility of Departures: Change can lead to departures, but it’s important to remember that clear and consistent communication can influence decisions. By keeping everyone informed, you build trust and enhance the likelihood of retaining your valued talent, even amidst uncertainty.

Change is a test of leadership and communication skills. By being open, transparent, and empathetic, you can navigate these waters with your team's trust and loyalty intact.


The Role of a Tranisition team during change

When navigating significant changes, having a dedicated transition team can be instrumental in ensuring smooth operations. This team acts as a bridge between the management's vision and the employees' experience. 

We believe this is one of the biggest reasons IT businesses reach out to MSP+OS, as we don't just recommend change - but help facilitate it by acting as an unbiased party on the "transition team".

Here's how to effectively leverage a team like MSP+OS:

Diverse Composition: A transition team should be a mix of process & system experts, managers, and on-the-ground employees. This ensures a broad perspective and helps in addressing concerns at every level of the organization. MSP+OS plays the role of the process and systems expert, along with any additional admins or strategic advisors.

Team's Alignment with the Change: Before the "transition team" can advocate for the transition, team members must understand, accept, and be committed to the upcoming changes. Their belief in the change is pivotal for motivating and inspiring others.

Visibility and Accessibility: It's vital for the transition team to be known and accessible to all. Employees should know who's on the team and how to reach out to them. Regular check-ins, open office hours, or dedicated communication channels can be ways to facilitate this.

Act as the First Point of Contact: As uncertainties arise, employees need a go-to team. The transition team should be equipped to handle queries, address concerns, and clarify any ambiguities. Their role is to both inform and reassure. Inevitably, challenges will crop up. Whether they're logistical, emotional, or practical, the transition team should be adept at addressing these issues. Regular debriefs can be useful to assess ongoing problems and brainstorm solutions. Since this can be challenging, acknowledging that many people don't possess this skill, MSP+OS can do a lot of the heavy lifting here.

Supportive Leadership: As the leader, it's crucial to support and empower your transition team. Provide them with the resources and backing they need to be effective. Remember, they're your frontline during this change, and their success is intertwined with the broader success of the transition.

In sum, a transition team is more than just a group of individuals – it's a strategic asset. Their role is multi-faceted: from communication and advocacy to problem-solving. Investing in and supporting such a team can greatly enhance the success rate of any major change initiative.


Leading with Intention: A structured Approach To Change

Advancing with purpose is paramount when introducing changes. Rather than thrusting everything upon your staff all at once, adopt a phased approach.

We are BIG advocates for phased implementation of change here at MSP+OS During our Systems Improvement Projects, we move teams through several small phases, as we find that change happens faster when small accomplishments are achieved along the way.

Here's how you can intentionally steer your company through transitions:

Gradual Implementation: Pace the changes to give your team the time they need to process and adapt. This deliberate pace can ease anxieties and encourage a smoother acceptance.

Clear Communication: Lay out the roadmap for the changes. Clearly delineate the steps, highlighting the major milestones, and illustrating the journey ahead.

Utilize a Calendar: Visual aids can be incredibly effective. By marking significant benchmarks on a calendar, your team can foresee what's coming, which helps in preparing mentally and operationally.

Facilitate Early Interactions: If you're looking at a merger, it's beneficial to have joint activities before any major shifts begin.

  • Reassignments: As people are shuffled to new roles, managers, or departments, ensure that transitions are communicated clearly, well in advance.
  • Meet & Greet Sessions: Organizing informal gatherings, like luncheons, can break the ice. These interactions can foster camaraderie and ease any apprehensions about working with new colleagues.

Highlight Operational Shifts: Beyond the human element, there are logistical aspects to address. If systems are to be integrated, or infrastructure is going to be altered, let your team know. This could involve notifying them of when IT systems will merge, dates for office relocations, or when new communication systems will be operational. The key is to ensure no one is caught off guard.

Leading change requires not just vision but also a meticulous attention to detail and a genuine concern for your team's well-being. When you combine strategic planning with empathetic leadership, your company can navigate transitions more seamlessly and successfully.

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Navigating Challenges and ensuring smooth transitions

Change, especially significant ones, can be a challenging terrain to navigate. However, with thoughtful strategies and leadership, it's possible to minimize disruptions and keep your team motivated. Here's how to address potential challenges:

Anticipate Hiccups: No matter how meticulously you plan, unforeseen issues will arise. Accepting this fact will help you remain level-headed and solution-focused. As the transition unfolds, there may be varying degrees of acceptance among team members. It's essential to remain vigilant and observant of any potential resistance or friction.

Address Negative Behavior Promptly: If you spot anyone adversely affecting the morale due to their resistance or negative behavior, approach them privately. Constructive, empathetic discussions can address underlying concerns and help them get on board.

Regular Updates and Check-ins: Keep the team informed about the transition's progress. It assures them that things are moving in the planned direction and that any setbacks are being addressed.

Stay Positive and Adaptable: Your attitude can significantly influence the team's morale. Even when facing challenges, radiate positivity and solution-oriented thinking. And remember, it's okay to adjust plans if it benefits the overall transition.

Flexibility in Implementation: Sometimes, making parallel provisions, like running two computer systems simultaneously, can ease the transition. This allows everyone to adapt at their own pace, reducing the pressure and potential for mistakes.

Lead by Example: Your team looks to you for guidance and reassurance. This is your opportunity to demonstrate resilience, adaptability, and commitment. Your actions will set the tone for the rest of the company.

Ultimately, managing change isn't just about implementing new systems or strategies; it's about guiding your people through the unfamiliar, ensuring they feel supported and equipped to adapt. Embrace this role with empathy and clarity, and your team will be more likely to join you in moving the company forward.


Prioritizing Training During Transitions

Every transition, whether minor or major, brings with it a learning curve for the team. To ensure your staff is well-equipped to handle the new challenges and capitalize on the opportunities, training becomes indispensable. Here’s why it’s crucial and how to go about it:

Continuous Learning: Understand that change often means new software, processes, or methodologies. Your team will need to be brought up to speed to function efficiently. MSP+OS specifically assists with process adherence for improved systems during projects, and provides Virtual Systems Administration Services to continue to keep the team upskilled as things continue to change in the future.

External Expertise: Sometimes, the specificity or complexity of the change might require external experts. Bringing in a third party for specialized training, like MSP+OS, can provide a fresh perspective and can be particularly beneficial if they have experience with similar transitions in other companies. Without proper training, employees may struggle, leading to reduced productivity, increased errors, and low morale. This can have cascading effects on other team members and can jeopardize the transition's success.

Comprehensive Training Materials: Whether it's manuals, online modules, hands-on workshops, or Q&A sessions, ensure that your training materials are comprehensive and tailored to different learning styles. However, with such a rapid pace of change in our industry - we all need to remember to keep processes and procedures high level enough, developed with an interchangeable (1% tweak) framework in mind.

Here's a clip from a "Campfire Chat" [watch the full recording here] with Pete Sholts, COO at Applied Tech. We spoke about the value of taking more of an agile approach to growth and scalability, like "hiring the right people for the right role" over extensive and rigid documentation.


Feedback Loop: Establish a mechanism for employees to provide feedback on the training process. This can help identify gaps, areas of confusion, or even topics where additional training might be required.

Continuous Support: Training shouldn’t be a one-off event. Especially during transitions, continuous support in the form of refresher courses, mentorship programs, or Virtual Administration Services can be invaluable.

The goal of any transition is not just to implement change but to do so in a manner that positions the company for greater success. Ensuring your team is well-trained and confident in their new roles or tools is a pivotal step in that direction.


Balancing Transitions with employee well being

Embarking on a transition can be both an exciting and tumultuous journey. While the change promises growth and innovation, it can also bring about uncertainty and stress. Leaders must recognize the holistic nature of their employees' lives and be attuned to the interplay of work demands and personal challenges. Here’s how to effectively support your team during times of transition:

Recognize Vulnerabilities: It's essential to understand that even your best performers can feel overwhelmed during transitions. Their prior successes don't shield them from the pressures and uncertainties of change. Make an effort to regularly check in with your team. Scheduling feedback sessions can offer insights into their mental and emotional well-being.

Empathy is Key: People juggle numerous roles outside of their work responsibilities. Whether it's parenting, caregiving, or personal challenges, these aspects can be amplified during workplace transitions. Being sensitive and understanding towards such matters can make a world of difference.

Flexibility Matters: Offer flexibility wherever possible. This might mean letting an employee leave early, offering remote working options, or allowing short-term leaves to address personal matters. This not only aids them in managing their external responsibilities but also signals your trust and support.

By acknowledging and addressing the personal and professional challenges your employees face during transitions, you not only bolster the success of the change initiative but also strengthen the bond of trust and loyalty with your team. After all, companies don't just thrive on strategies and technologies but on the well-being and dedication of their people.


Guidance, GraTitude, and Celebration: Embracing Change Together

Transitions, regardless of scale, can be a demanding period for both management and staff. It requires a blend of continuous guidance, unwavering support, and, at the end of it all, a genuine celebration of collective efforts. Here's how to weave these elements together for a successful transition:

Continuous Coaching: As you navigate through change, remember that guidance should not be a one-time event. Continuous coaching helps address emerging challenges, reinforces new procedures, and ensures everyone remains aligned with the ultimate goals. MSP+OS provides this continuous guidance through our Virtual Administration & Support Services.

Engage Your Managers: Managers often serve as the bridge between top leadership and the broader team. Keep them informed, motivated, and equipped to guide their respective teams. Regular check-ins and strategy sessions can keep everyone on the same page.

Look to the Horizon: As the end of the transition process approaches, start planning a celebration. Recognizing the team's hard work and dedication not only boosts morale but also strengthens organizational culture. Whatever you choose as your celebratory event, ensure it's inclusive and resonates with your team. This means considering the diverse backgrounds, preferences, and circumstances of your staff.

Transitions are both a challenge and an opportunity. By providing ongoing guidance, recognizing efforts, and celebrating achievements in a meaningful way, you don't just ensure the successful implementation of change – you also fortify the bonds within your team, paving the way for future successes.

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