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Self-reports from executives give the impression that transformation depends on the CEO being prescient, charismatic, and visionary. I find, however, that many conversations must occur among…
Self-reports from executives give the impression that transformation depends on the CEO being prescient, charismatic, and visionary. I find, however, that many conversations must occur among those members who do the heavy lifting when new capabilities are being planned, developed, and embedded in the operating routines in order to reach agreement on how to perform better and differently.
For example, if implementing a strategy entails addressing key customer accounts, or developing business in a new country, or partnering with another company, the people who are impacted must make sense of new tasks and altered responsibilities.
Organisations are loaded with the sense made by incumbents about why they're there, what's expected, and what outcomes are important - and with agreements, formal and informal, about who does what and how people work together. When undergoing change, you need to build in ways for members to make sense of it and develop new agreements.
For four years, my colleagues, Ram Tenkasi and Monty Mohrman, and I studied 10 companies going through change. We found wide variation in speed of implementation among similar units in the same company that were operating under the same leadership and within similar new strategies and architectures. However, the accelerated units demonstrated the following actions:
Change can be managed, but it must be led - a manager can't change the way a unit behaves; only its members can do that. During times of change, managers feel at risk because of performance pressures and in conflict because they are also trying to manage change. The irony is that they can get through the change more quickly and perform better if they take time for sense-making and for building the new agreements and practices.
Change leadership is a team sport - it must emerge at all levels. In accelerated units, leaders focus on four tasks:
Leaders must face these issues by defining the new expectations clearly and creating opportunities to talk and work through these issues.
By leading learning processes, leaders enable members to internalise the change, to help shape the work they do, and to help define their destiny. In this manner, employees become agents of change, not targets. They not only implement changes - they help define them. Executive announcements and corporate redesign are just the beginning - in successful change, the heavy lifting required to develop new capabilities occurs in conversations.
Susan Albers Mohrman is senior research scientist at the Center for Effective Organisations in the Marshall School of Business, USC.
Reprinted with permission from Leadership Excellence. Visit www.LeaderExcel.com.
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