Front Line Staff do not get it

Many change programs are conceived in the boardroom with or without the help of professional advisers.  In many cases the business imperative (why) is not communicated to frontline staff at all because of fears that it will worry them or that they would not understand or because it is deemed necessary for secrecy.  Staff are merely informed of what is to change and invited to comply.   Because the front line are not consulted (or perhaps just their managers are), the Program team miss out on insights from the front line that could usefully inform the proposed change.  Presented with a fait-accompli, staff are worried about whether or how it will work – their professional concern about delivery the service at the fore here, but also an element of “the hump” because their expertise has not been sought.  Often they are not properly equipped with the skills to complete the new tasks or processes (see behavior change)

Banner image © Mark Neild 2013  Dolphin in Bay of islands New Zealand taken shortly before we went swimming with them.