6. Have patience…

Remember, people go through a range of emotions during times of change. This is neatly captured in the change curve. There might be some anger and emotional reactions before people start to test out, then take on new ways of working. Don’t be lulled into thinking the journey is linear, though. People will go backwards and forwards in their reaction. Some days they will seem to have accepted it, other days they will have slipped back into anger and denial. Patience and understanding are key, as is repeating the reasons for the change.

the change curve

Emotions aside, in practice it takes time for people to build up competence with a new skill or way of working. Introducing automation will save significant amounts of time relatively quickly. However, be mindful that if you don’t build in additional time and resources while people get up to speed, your business as usual will suffer. Think about learning to drive a car. Very few people became proficient drivers overnight, even if they know the basic mechanics of what is needed to drive safely. It takes time to master new ways of working.

Key Lesson Learnt

“As an outsider, it can be hard to see why introducing improvements like RPA to remove manual processes can be viewed negatively by those involved. However, if you are the process expert, no matter how painful the current process is, loss of status or the fear of the unknown are powerful reasons to resist change. This needs to understood."
George Kitto

Complete your learning

©2023 Proservartner, whose head office is: 52 Grosvenor Gardens, Victoria, London SW1W 0AU

info@proservartner.co.uk, 02031432515 Privacy Policy

Log in with your credentials


Forgot your details?

Create Account