3. Plan your actions based on impact

Appropriate support can only be provided when you understand who is going to be impacted by the change and how.

The best way to really understand your audience is to speak to people within each area;

What will really be different and what does that mean for the individuals involved?

What is the scale of the change and what practical support would make it as easy as possible for people to be able to adopt the change?

This impact assessment process will make a big difference if you work through it at an early stage and return to it as the project progresses.

Key Lesson Learnt

“The best advice I can give on managing resistance is to ‘put yourself in their shoes’. Really think about what a change means on an individual level and, based on this, what can you do to help people to feel more involved, more in control and more supported.   If you’re not sure, ask them – they’ll soon tell you. It’s a great way to get people involved and they will appreciate being asked. Be careful though not to make promises you can’t keep, and if you do make a promise, make sure you keep it.”
Paul Massie
Director Change and Communication

To make sure that people listen, messages need to be relevant to each audience. The aim is to provide confidence to individuals that they will have the support they need to make the change and will be able to operate in the ‘new world’.

Thinking specifically about automation, try to demystify it for people early on through demos and case studies from other teams or organisations. Let people see for themselves as much as possible – the imagined is nearly always a lot more frightening than the reality.

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