Landing Transformation through Human Centred Change Management

With the influx of new customer experience solutions, innovation, and technology in customer facing organisations, it’s crucial that businesses are investing in their people to land and sustain change. It’s been proven that through the implementation of well-developed Human Centred Change Management, organisations will deliver their business case objectives and benefits, whilst driving a positive experience for their team and customers. To unlock the positive outcomes of a successful Human Centred Change program, the plan must first focus on strategies to communicate, motivate and train team members.

Human led communications and continuous improvement

Defining the appropriate communications strategies, messaging, tools, and channels within a Human Centred Change plan is critical to build team members’ awareness and knowledge. Employees need to be aware of what the change means to them so that they feel equipped and empowered when landing and embedding the change.

Implementing two-way communications through listening sessions and employee feedback at each project phase allows businesses to improve their Human Centred Change plan and wider business operations. Any continuous improvement made as a result of feedback should be communicated back to team members to ensure they are aware that their input is supporting the overall transformation and in turn building trust with their organisation.

Linking motivation to landing change

Employee motivation is a fundamental factor when implementing change as it is what connects them as an individual to want to move from current state to the new state.

It’s important that businesses understand what it is that motivates their team at work and then design change management plans and solutions that address and support these factors.

Whether motivated by building specific skills, career progression or simply by feeling valued, retailers need to recognise their team as the beating heart of operations and the ones who will advocate the change. Motivation can come in many forms such as reward, recognition, professional development, or additional support. It’s important that change solutions pinpoint and address what it is that motivates their team and ensure that this continues through the embedding phase.

Building skills and embedding change through training

As employees transition to a new way of working, they need the skill and will to perform in their updated role. This is achieved by designing and implementing blended training programs that focus on building new behaviours and skills to land and sustain the change.

Training should be designed to address the people impacts of the change through utilising an appropriate blend of digital, face-to-face and user tools to best support the team members. When developing a training plan, it is important to understand the types of learners and any relevant environmental factors to ensure the learning outcomes are best addressed.

Training programs that lift capability whilst also motivating team members through adopting solutions such as competition-based gamification will enable a business to reach the desired learning objectives whilst building engagement and team member sentiment around the change.

Organisations that put humans at the heart of their change management plans can be confident that they will deliver a program that meets their business objectives and benefits whilst continuing to improve overall team member culture and engagement. At CLX, we specialise in designing and delivering Human Centred Change Management programs at every level of an organisation.

Get in touch with us to discuss how we can assist you with your next Change and Transformation program.