Preserving trust in times of change

People are not stressed because there’s too much change in organizations but because of the way in which change is made. Organizations are upsetting people because they do not emphasize values, continuity, relationships, and mutual responsibilities, especially in times of change. In nature, what works well is preserved in times of change. In organizations, the most important thing to preserve is trust, and that means some predictability.

How change is introduced is very important in maintaining continuity and trust. People need to know the values and practices of the organization, the definitions of performance and results, where they stand, and what they can expect. They need communication about what is happening and what the results are. Although things are done differently in different organizations and markets, these fundamental needs remain the same. Meeting these needs create a climate of trust. With that basis, people can successfully navigate rapid change.

One way to help people feel more comfortable about change is to create “Change partnerships” with employees, suppliers, distributors, outside contractors, and even customer groups. Such partnerships help the organization plan and implement change through an open exchange of information. When things are happening, everyone should ask , “Who else needs to be informed of this?” This is especially pertinent if the people involved in the change are in different locations. The fewer surprises, the greater the trust.

© Martin Haase