You won’t transform a business model, redesign a customer experience, or
automate a complex business process without facing some resistance. And if
leaders and employees line up to protect the status quo, your organization
likely needs a
cultural transformation.
One of the top questions I hear from
Digital Trailblazers
is about their struggles addressing detractors and how to convert them to
enthusiastic supporters. Transformation requires working with people,
addressing fears, creating excitement over the future, and evolving
incentive models. One step is categorizing the
types of employee reactions to a digital transformation
and creating a playbook, at least in your mind, of ways to respond to
objections and concerns.
Keep in mind that some detractor behavior is desired. We want peoples’
questions, ideas, and challenges. We want a collegial debate around our
goals and must avoid what I call the
hot potato culture, where people avoid sharing ideas and taking ownership of implementing
solutions.
I dedicated chapters 9 and 10 of my book,
Digital Trailblazer, to culture
transformation, and here’s some advice I shared:
“Getting a detractor to become constructive is time‐consuming, but it’s part
of the Digital Trailblazer’s responsibilities. So, at the outset, show
patience and empathy with detractors. Demonstrate that you’re a good
listener and a strong collaborator, especially when a detractor shares a
valid concern, objection, or fresh idea.” – Isaac Sacolick, Digital Trailblazer
But I wanted suggestions from other leaders on their tactics for winning
over detractors, so I scheduled a session of
Coffee with Digital Trailblazers
focused on this topic. I host this program almost every Friday at 11 am EST,
and I was pretty sure I would get a crowd and some fresh ideas. Thanks to
Joanne Friedman, Martin Davis, Tyler James Johnson, and Joe Puglisi for your
contributions.
-
Joe – Get in their shoes and understand the individual and the source of
their resistance. Many times it’s their fear of the unknown. Consider
pairing a detractor with an expert or supporter. Use humor to diffuse or
engage people’s listening skills. -
Joanne – Show empathy to create trust. I bring Kinder Surprise – the
chocolate eggs with the toy inside – because it releases endorphins and
makes people smile, which helps build trust. -
Martin – Find that one thing that will excite them, and get assistance
from people they trust. Answer their WIFM (what’s in it for me). -
Tyler – You won’t win over everybody, so find their influencers and
collaborate on what winning looks like. Use agile to set expectations and
avoid unrealistic expectations. Memorialize and capture the outcomes,
especially after a lengthy debate.
Unfortunately, LinkedIn doesn’t record these sessions, so these are
paraphrased, and I am sure I missed capturing several valuable lessons.
Arturo Garcia, CEO of DNAMIC has this advice. “It’s often the small, simple steps that make a big difference,” he says. “Starting small and incrementally is often the best way to approach a big change like digital transformation and automation in any business.”
If you’re struggling with detractors, pushback, or lack of support, consider
sharing your experiences with a mentor or
advisor. You’ll build confidence over time as you handle different types of
challenges, but advice from someone on the outside can bring new
perspectives.
