Effective leaders know that if they link the emotional and the rational reasons for change, they will reap their team’s greater commitment to change.
Imagine a tourist stranded in a foreign country because their documents have been stolen. The fear that hits of being trapped is indescribable as they must establish legal identity before they can return home. Where do they begin? For guests staying in a hotel, it should be a supportive process, once a report is made, to navigate the space between the guest experience and the legal system to ensure the guest return home as soon as possible. But, in order for the process to work effectively, leaders must connect the emotional terror of the guest with the rational processes of protecting the hotel’s reputation and the integrity of the local law enforcement system.
By definition, “Change management is an overarching, guided process to transition individuals, teams or organisations from [one] state to another. The ultimate goal of change management is to achieve the desired change with the maximum of positive benefits and efficiencies and a minimum of negative effects on all stakeholders” (HRZone, 2019). These changes are affected by rapid technological advancements and globalisation which force organisations to be more agile than ever before (https://www.hrzone.com/hr-glossary/what-is-change-management).
The most successful change management strategies have human behavior as a central focus. “Why? Because employees are often the ones most affected by an organizational change, and because their decision to become adopters, hold-outs, or disrupters of change can have a tremendous impact on the short- and long-term success of a business improvement project” (Business Enterprise Mapping, 2017; https://www.businessmapping.com/blog/5-effective-change-management-strategies/).
In the case of Jamaica’s tourism product, the Jamaica Tourist Board has engaged international security consultant, Dr. Peter Tarlow, to research and advise them on strategies that can be used to secure Jamaica’s tourism product (Sunday Gleaner, 2019; jamaica-gleaner.com/article/news/20190106/intl-consultant-leading-security-audit-jamaicas-hotels-attractions-arrives). I believe he will discover, like I did, the usefulness the Justices of the Peace (Notary Public) to guarantee that the guest is calmed and assured that they are of the highest priority.
A well-prepared audit will undoubtedly reveal pivot points that can be used to transition the guest experience to one of consistently seamless hospitality.
It is a norm for executives to promote change on the sole basis of strategic objectives like, “we will develop new products” or “we will enter new markets” or “we will grow by 5% each year for the next 5 years”. But human hearts long for a call to action which engages their hearts as well as their minds, making them feel as if they are part of something consequential.
The Global Consumer Insights Survey 2019 confirms the benefit of the small teams approach to effective change management. Take the case of Amsterdam’s Startupbootcamp Global.
“Patrick de Zeeuw, CEO and co-founder of Amsterdam’s Startupbootcamp Global, a network of startup and scale-up accelerators with offices in 17 countries, advocates a similar approach. He’s all for educating the entire organisation about entrepreneurial, consumer-focussed thinking, “but there’s a difference between education and execution,” he told PwC in a December 2018 interview. “There are only a few people within large organisations that actually have the mind, skills and tool set to drive entrepreneurial innovation.”
De Zeeuw favours creating small teams at sufficient distance from what he calls “the mothership,” to be able to draw on its resources without being slowed by bureaucracy. And he emphasises that employee-led innovation needs to be tied to customer experience. “If you don’t have the right customer experience, you either will fail or you will miss out on the market’s full potential,” he said. “Why? Because an inferior experience is an inferior product.”(PwC, 2019; https://www.pwc.com/gx/en/industries/consumer-markets/consumer-insights-survey/customer-and-employee-experience.html)
As the summer ends, are you looking to make an emotional connection with your team, try For a Teacher’s Heart and more at http://www.lulu.com/spotlight/KeishaAMitchellPhD . And, sooner, rather than later, a change is going to come.