What are the best ways to use interpersonal skills to address resistance to change in an organization?

1 Understand the root causes

The first step to deal with resistance to change is to understand why it occurs. People may resist change for various reasons, such as fear of the unknown, loss of control, comfort with the status quo, or distrust of the change agent. By listening empathetically, asking open-ended questions, and acknowledging their concerns, you can uncover the root causes of resistance and tailor your communication accordingly.

2 Build rapport and trust

The second step to deal with resistance to change is to build rapport and trust with your clients and their employees. Rapport is the feeling of connection and harmony that you establish with others, while trust is the confidence that you are reliable, competent, and honest. You can build rapport and trust by showing genuine interest, using positive body language, finding common ground, and delivering on your promises. By doing so, you can reduce anxiety, increase cooperation, and create a positive atmosphere for change.

3 Communicate the benefits and risks

The third step to deal with resistance to change is to communicate the benefits and risks of the change clearly and convincingly. You need to explain the rationale, objectives, and expected outcomes of the change, as well as the potential costs and consequences of not changing. You also need to address any misconceptions, objections, or doubts that your clients or their employees may have. You can communicate the benefits and risks of the change by using facts, stories, examples, and testimonials that appeal to both logic and emotion.

4 Involve and empower

The fourth step to deal with resistance to change is to involve and empower your clients and their employees in the change process. Involvement means giving them a voice and a choice in the design, implementation, and evaluation of the change. Empowerment means giving them the resources, support, and feedback they need to succeed in the change. You can involve and empower your clients and their employees by soliciting their input, ideas, and feedback, delegating tasks and responsibilities, providing training and coaching, and recognizing and rewarding their efforts.

5 Handle conflicts and emotions

The fifth step to deal with resistance to change is to handle conflicts and emotions that may arise during the change process. Conflicts are disagreements or disputes that may occur between you and your clients or their employees, or among them. Emotions are feelings or reactions that may be triggered by the change, such as anger, frustration, sadness, or fear. You can handle conflicts and emotions by using active listening, assertive communication, constructive criticism, and conflict resolution techniques. You can also help your clients and their employees cope with the emotional aspects of change by providing emotional support, encouragement, and empathy.