In this episode of the Messy Mind Podcast, host Tammy L. Davis, an expert in Organizational Change Management (OCM), shares a heated encounter between an OCM Lead and an end user to emphasize the criticality of empathy in engaging with your audience.
Listen in and learn how Tammy shares this recent observation and offers five essential tips that can transform your handling of situations, ensuring your OCM efforts are not only effective but also empathetic and supportive!
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[00:00:00] Welcome to the Messy Mind Podcast, a show to support you in seeing the messiness can lead to your lightbulb moments. I'm your host, Tammy L. Davis.
[00:00:11] As an organizational change management expert, I've witnessed firsthand how critical it is to understand and empathize with your audience.
[00:00:20] I've spoke about the importance of empathy before in a previous podcast episode. However, recently I observed an interaction between an OCM lead, not myself, and a future end user that highlighted this importance.
[00:00:38] Now, let me give you the backstory. The end user expressed concern over the amount of change occurring in their particular environment over the next several months.
[00:00:48] But the OCM lead was dismissive, which of course only heightened the end user's anxiety.
[00:00:56] And I wanted to offer support on if you find yourself in this situation or if you see someone acting as such, that you can navigate the situation more efficiently.
[00:01:09] And I want to offer five tips that really could have diffused the interaction and fostered a more positive outcome.
[00:01:17] Here are the five tips. Grab your pen, your notebook, and let's get writing.
[00:01:23] Tip number one, active listening. Active listening, as you know, is more than just hearing words.
[00:01:30] It involves understanding the emotion and concerns behind them.
[00:01:35] So when the end user expressed their anxiety, the OCM lead should have been listening attentively, acknowledge their feelings, and ask clarifying questions such as,
[00:01:48] I hear that you're feeling overwhelmed about the upcoming changes. Can you share more about what specifically concerns you?
[00:01:57] Tip number two, empathy and validation. Empathy is crucial in change management.
[00:02:03] If you call yourself an OCM expert, specialist, if you're saying that you're a resource in our industry of organizational change management, you get to lead with empathy.
[00:02:15] And I'm hard on this. I draw a line in stone because validating the end user's feelings can help them feel understood and respected.
[00:02:25] The OCM lead could have responded with, it's completely understandable to feel this way with so much change on the horizon.
[00:02:34] Many others are also feeling anxious and it's a normal reaction.
[00:02:40] Tip number three, provide clear information. Often, believe it or not, fear and resistance stem from the unknown.
[00:02:49] If you can provide clear, concise information about the changes, it can help alleviate concerns.
[00:02:57] For example, the OCM lead could have explained this. I understand your concerns.
[00:03:03] Let me walk you through the changes and explain how they will be rolled out step by step.
[00:03:09] This might help clarify some of your questions and reduce uncertainty.
[00:03:15] Tip number four, offer support and resources.
[00:03:19] So just assuring the end user that support is available to them can significantly reduce anxiety.
[00:03:25] The lead could have offered, we have resources and support systems in place to help everyone through this transition.
[00:03:34] Whether it's a training session, a help desk or even one-on-one coaching, we are here to support you.
[00:03:41] And the last tip, tip number five, encourage open communication.
[00:03:46] Creating an environment where feedback and questions are welcome can build trust and of course openness.
[00:03:52] The OCM lead could have invited further dialogue by saying your feedback is invaluable.
[00:04:00] Please feel free to reach out anytime to me personally with questions or concerns because we're committed to making this transaction as smooth as possible for everyone.
[00:04:12] So just by those five tips, along with the examples, understanding and empathizing with your audience is essential in our industry, organizational change management.
[00:04:23] By actively listening, showing empathy, providing clear information, offering support, encouraging open communication, we as professionals can better address concerns and facilitate smoother transition.
[00:04:37] This recent interaction that I witnessed.
[00:04:40] This recent interaction that I witnessed recently serves as a reminder of how crucial these skills are in managing change effectively.
[00:04:49] Thank you for joining us this time on the Messy Mind Podcast.
[00:04:52] Please visit our website at themessymindpod.com.
[00:04:56] Make sure to subscribe to the podcast so you'll never miss an episode.
[00:05:01] While you're at it, if you found value in this episode, we'd appreciate a rating on Apple Podcast or simply tell a friend about the show.
[00:05:10] Always remember to embrace the messiness.
[00:05:13] It can lead to your light bulb moments.