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","datePublished":"2020-10-07","dateModified":"2021-03-11","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/stephanie-thum\/#Person","name":"Stephanie Thum","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/stephanie-thum\/","identifier":334,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/05bbc9017e3f89b9d6d4846c0cf0828093f534181adceca83e1773c2378f6385?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/05bbc9017e3f89b9d6d4846c0cf0828093f534181adceca83e1773c2378f6385?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/10\/navigating-resistance-to-change.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/10\/navigating-resistance-to-change.jpg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2020\/10\/07\/navigating-resistance-to-change\/","video":[{"@context":"http:\/\/schema.org\/","@type":"VideoObject","@id":"https:\/\/www.youtube.com\/watch?v=r2XE87EoI7M#VideoObject","contentUrl":"https:\/\/www.youtube.com\/watch?v=r2XE87EoI7M","name":"Creating Sustainable Organizational Culture Change in 80 Days | Arthur Carmazzi | TEDxMaitighar","description":"Arthur Carmazzi is ranked as one of the world\u2019s Top 10 most influential thought leaders in leadership and organizational culture by Global Gurus. As a bestselling author and founder of the Directive Communication Psychology, Arthur\u2019s corporate culture transformation methods have created sustainable organizational culture change in organizations across the world. Arthur Carmazzi is the creator of the (OCEAN) Organizational Culture Change Assessment to bench-mark current organizational culture and measure it as it Evolves. Arthur Carmazzi\u2019s corporate culture evolution process has a 100% success rate in creating visible organizational change in as little as 2 weeks.... and he briefly covers the foundation of \u201cCreating Sustainable Organizational Culture Change in 80 Days\u201d in this TEDx talk.\n\n Of an Italian-American origin, Arthur is currently one of the most acclaimed experts on Psychological applications to Leadership and Organisational Culture Enhancement and Development globally. Having traveled the whole world experimenting on Directive Communication Methodology, Arthur Carmazzi's The 6 Dimensions of Top Achievers project with his friend David Rogers became an instant bestseller in Malaysia and Singapore in the 2000s. In 2011, Carmazzi was awarded and ranked in world's top 30 most influential leadership professionals list by GlobalGurus and has been ranked between the #12 and #8 spots since then. According to him, it is his continuous strive for self-exploration that has earned him everything he's known for. This talk was given at a TEDx event using the TED conference format but independently organized by a local community. 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However, the reasons for resistance to change are not always what you might think.  Change advocate Heather Stagl encourages us to think about the hidden resistance to change.\n\nAs founder of Enclaria, Heather Stagl equips individuals and teams to influence change at work through individual coaching, team workshops, and training programs. Heather is a blogger and radio host of the \"Influence Change at Work\" show on BlogTalkRadio. She is the author of 99 Ways to Influence Change and the change management toolkit, the Irresistible Change Guide.  After moving to Atlanta, she conducted a research and training program on strategy execution at Balanced Scorecard Collaborative.  She holds a Bachelor of Science in Industrial Engineering from Northwestern University and an MBA in Leadership and Change Management from DePaul University. Heather completed coach training at The Coaches Training Institute. She was the 2011 Chair of Organization Change Alliance, a learning community of organization development practitioners in Atlanta.  \n\nThis talk was given at a TEDx event using the TED conference format but independently organized by a local community. 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They\u2019re deliberately designed. But even the smartest, most business-savvy deliberate designs usually require navigating resistance to change from colleagues and co-workers.That\u2019s because those deliberate designs require colleagues and co-workers to change something about how they work or think.Throughout my CX career, I\u2019ve met hundreds of fabulous customer experience professionals. Some have blazed unbelievable trails! And they all had one thing in common:They all dealt with resistance to change.Not a single CX leader skated through without experiencing the frustration of internal resistance to their work.Navigating resistance to change: 5 things you need to knowYou might be surprised that the most frequently asked first question among my clients, prospects, and up-and-coming colleagues has nothing to do with the technical competencies of CX as a business discipline. It’s usually something like: how do I get people to listen and care?It’s a good first question, because I\u2019ve learned through experience that understanding and navigating resistance to change is just as important as being technically proficient in the practice of CX.Here are five of the most applicable pieces of advice I have collected over the years on how to approach and manage resistance to change.Stop saying all people resist all change. It\u2019s just not true.If someone offers you a pay raise or shows up at your door with a check for $1 million and says the money is going to change your life, you probably wouldn\u2019t say, \u201cNo thanks!\u201d This TEDx Talk points out that if you believe all people resist all change then you might be standing in your own way in your quest to facilitate organizational change.Resistance is a form of feedback. Are you listening?There are many reasons why people resist change. The biggest takeaway from this classic Harvard Business Review piece: resistance is a form of feedback. Resisting resistance only adds to the friction of change. When people resist change, change leaders should take it as feedback.Don\u2019t try to overcome resistance. Uncover it, instead.Resistant behavior is not the real problem. The real problem is in the underlying reasons why people resist change. In her 2015 TEDx Talk, Heather Stagle gave some timeless advice: Treat resistance as something to uncover, not something to overcome. Understand why people resist.Why it takes more than communication to get the job done. Change requires communication and engagement. DeAnne Aguirre\u2019s tough love advice: it is a mistake to think that these are the same thing. Leaders, middle managers, and early advocates must speak and act in visibly different ways all the time for change to be effective.Watch your language. We CX pros are passionate people. But in my experience, you simply cannot pound your first on the table and shout \u201cCUSTOMERS!\u201d to executives who are juggling voluminous priorities. It just sends them into resistance mode.Instead, make the talk track about doing what’s best for the business. This inevitably leads back to the customer work, anyway.Leadership requires agilityResistance to change is just part of the deal when you\u2019re doing the CX leadership work. So, when you\u2019re working on change, and you seriously wish you could quit, think about and celebrate your wins so far.Then, come back to these pearls of wisdom, catch your breath, and keep going. The work has always been, and will always be, worth doing.  HR, better.Employees, happier.Businesses, healthier.It’s time to modernize the employee experience."},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2020","item":"https:\/\/www.the-future-of-commerce.com\/2020\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"10","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/10\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"07","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/10\/\/07\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"CX lessons: 5 pep talks for navigating resistance to change","item":"https:\/\/www.the-future-of-commerce.com\/2020\/10\/07\/navigating-resistance-to-change\/#breadcrumbitem"}]}]