Readers Ask

Q. Despite well-timed and well-phrased messages from senior managers, people in our organization seem determined to resist changing their ways. How can we get them to understand the need to get on board, now?

A. First, resist the urge to "sell" or "spin" the solution you think is best. Too often we think we have to make people like the decision – and us – in order to get them to cooperate. Not so. The concept of Fair Process tells us that in order to accept the results and get on with things, people need to understand

• how a decision is made;

• agree that the decision-making process is fair, and

• comprehend what is expected of them.

The crucial point is that all significant change is personal. This is especially so when circumstances seem to require dramatic change – e.g. due to global market forces, demographic shifts, skills shortages, etc.

Finally, both consciously and unconsciously, all of us look to those whom we respect to provide leadership both in deeds as well as words. The people we seek to emulate may be those in positions of overt authority, those whose integrity we respect or those whose success we wish to replicate. Role models are spread throughout an organization and so, at every level, we must "walk the talk" to lead by example.