For many years a large part of my work was restructuring business, downsizing organisations and disestablishing roles. All lovely change jargon to make ‘redundant’ sound less harsh. I worked with some organisations many times and my arrival at the office reception immediately raised concerns and thoughts of ‘hear we go again’ amongst staff who knew me. Even when I was there to do the many other things I am called for I was often referred to as ‘the grim reaper’ in some organisations.
These days I’m called on less often to guide an organisation through such changes because everyone thinks they can handle it themselves. Lawyers will often be called upon and many HR practitioners will have ‘restructuring’ on their Cv. But organisations handling structure change themselves was often why I was called upon in the first place (when they got themselves in a tangle) and there is still a case for outside support I believe, that many organisations are missing.
Above the politics
The external change agent can give pure and clean guidance without affecting their next pay rise or performance review. Internal HR advisors can be sidelined by powerful GM’s/CEOs that think they know what to do and/or know what they want and don’t want to consider alternatives. They can become so much a part of the internal political scene that they know they can’t raise certain topics with the CEO/VP/GM and if they do the guidance can be couched so carefully that the message is lost. As an external change agent advice can be given, risks raised and the unmentionable mentioned because they are outside the performance review process.
They care about your reputation not the numbers
A good change agent isn’t just interested in how many roles are to be changed or removed. For them it’s not a numbers game or a target to focus their attention on. A good change agent isn’t really bothered about the law because they know the law is a minimum standard designed to catch the negligent or uninterested. A good change agent is neither.
A good change agent is focused on how the change happens because they know that the way the process is run, and the approach taken has a lasting effect on morale, reputation, employer brand and culture to say the least. A lawyer will advise you on the law but not on how people will feel. They may even advise you that ‘if it went to court you would win’. These days, less and less time is taken on consulting because nobody thinks they really need to go that far. A good change agent knows that the way you treat those that go tells everyone else how you really are as a company, and that’s why a good restructure is never done to the legal minimum but to the reputational maximum.
Better than a training course
I’ve always been a great advocate of training managers in how to lead people through the emotional side of change, but theory is one thing and reality is another. A good change agent shouldn’t do the job for you (like a George Clooney clone) but they will be able to mentor your managers through each state of the process, transferring knowledge and upping skills in a way that HR can’t (they have 200 other projects going on) or the lawyer can’t (they advise on law not on what to do when someone bursts into tears).
Nothing through the cracks
It may seem like an unnecessary extra pair of hands but internal staff have so much more going on than just the structure change that things get missed. Change is like juggling an extra ball when you are just managing to handle the 3 you had. So an extra pair of hands will help make sure that nothing about the change is missed as they only have to focus on that. A good change agent can often hear things that the managers don’t because they can go places, chat and listen (now I’m not saying managers can’t do this, but so many move from one meeting to the other that it is nigh on impossible to sit them down at their desk never mind walk the floor). More importantly they know what they are listening for. The emotional signals of someone who doesn’t want to let on that a whole load of their life wasn’t good and now you’ve added to it are part of a change agents radar.
So don’t fear the reaper, they are there to help your organisation come out of change in better shape than you went in.