41. Remain Objective

You are working to be a quick-change artist by understanding the phases of change and helping others who are struggling. Let’s face it, though, you are human and may yourself fall back into feelings of confusion. Thoughts of what’s going to happen to me may surface. It is time to talk to someone who can help you. One of the benefits of talking through a situation is that it helps you remain objective. When you find yourself thinking counterproductive thoughts, find someone to talk to—someone positive—who can help you.

Performance Prompts

• Talk. Get your feelings out in the open. The more you talk to others, the easier it will be for you to remain objective.

• Look at the change from all angles: the customer, the organization, the employees. Ask: how will the change benefit each?

• If your job is to present the change to your coworkers and customers, your first impulse may be to “sell” the change. Don’t.

• Present both the positive and the negative sides. Encourage people to talk. Listen and respond truthfully. No phony sincerity. Avoid saying “This is going to be great!”

• Lower your expectations. During the change process realize that people are not going to function at their peak.

• Look for things that you can fix or make better. In other words, be a problem solver who looks problems in the face and deals with them.

• When you are beginning to lose your objectivity, ask yourself, What opportunities are there to grow . . . to make things better . . . to shine . . . ?

• Also ask yourself, Can I control this situation? If yes, do something about it. If no, stop worrying about things you cannot control.

When This Happens ...

One of your most profitable accounts is Don’s Tuscan Grill. You need to inform Don about the merger. You want to assure him, but you do not want to make light of the situation.

Try This

Think about what you are going to say, and how Don might react. Consider saying, “Don, I’m calling to let you know about a company change. Effective July 1 we’re merging with Omega Foods in Miami. While we undergo some internal changes, our primary goal is to conduct business as usual.” Don immediately expresses concern about future food orders and deliveries. “I can understand your concern because we are your primary supplier. The corporate officers have assured us that our operation will not change. In fact, Mr. Thomas is staying on to run our branch.” Don seems relieved. You follow up by saying, “We understand that any change is difficult, and our goal is to make this transparent for you. If you have any questions or concerns, please call me so we can discuss them.” When you present a balanced perspective, your customers are going to appreciate your honesty. After all, change is a process for them too.

Put yourself in your customers’ shoes to better understand their concerns.