How To Overcome Resistance and Get Commitment From Users
If we consider the broad spectrum of changes that occur in organizations, it is apparent that in many cases, either directly or indirectly, technology is a very important factor to take into account and can even be the driver of change. But most people fear change and some have a deep aversion to it. In this document, we look at the reasons why employees resist the adoption and use of new technologies. We also offer a framework for managing change based on five actions intended to reduce resistance and get employees to commit to changes. We consider three questions: What is it that employees reject? What form does resistance take? And, what can be done to reduce rejection? With respect to the last question, we focus on five key actions that serve to minimize adverse employee reactions to the introduction of technological changes and get them to commit to those changes: (1) minimize design problems; (2) understand the workflow; (3) consider the implementation process; (4) take a creative approach to training and support; and (5) communicate!
Jesús Pérez Balaguer; Gregory, Robert Wayne; Káganer, Evgeny, "How To Overcome Resistance and Get Commitment From Users", IESE, SIN-54-E, 01/2017
Technical note to complement the list of suggested readings for the IESE courses Competing in the Digital Age, and Transforming Individuals, Organizations and Markets With Digital Technology.