New Boss, New Rules, New Team

I was talking with a friend of mine the other day who was promoted into a leadership position within her company. She stated that she loved the team she had inherited and was impressed with their talent and enthusiasm. She did, however, want to make some changes regarding some general policies like work hours, cell phones, and dress code. She asked if I had ever worked with anyone in a similar situation and I told her yes, I had worked with leaders who made changes unsuccessfully and those who did it right. There are several things a new leader can do to help make the process easier and better for the organization.

1. Avoid across-the-board policy ultimatums. I once knew a leader who was hired into a new company where he wanted to make some changes. He came in with a list of changes, stated that the policies had worked better at his "former company" and that employees better follow them asap, or else. You can imagine the response. There was quite a bit of behind-the-back grumblings of "He doesn't know how things are done here," "Who does the think he is?" and some other choice phrases I won't repeat. Needless to say, there was immediate push back and the employees responded with defensiveness, sullenness, and the impression that this new person was going to make their lives miserable.

2. Hold a Meeting to Gain Buy-in. Employees want to know what is happening and why. Most important, they want to know the WIIFM - what's in it for me? When introducing a new policy change, like dress code, for example, first allow the team to see the benefits of the changes. This can be done by asking the team to make a list of the benefits of the change (people can easily identify employees, customer trust and respect, professional environment, consistency) and another list of the benefits of the current policy (we like it, it is comfortable). Make sure you have a list of the benefits on hand to introduce into the discussion. If the change is volatile or technical, bring the group together and give them the reasons for the change and the expected benefits. People like to know the purpose of a new policy and the gains it will bring to the team, the company, and the customers.

3. Get Employees Involved. If possible, solicit employee input into the change process. If it is a small group, meet with everyone; if it is a large company, get volunteers from each department to represent the area. Ask for ideas and implementation strategies. Using the example of dress code, get input on what will be most advantageous for creating the appropriate environment for customers? In some businesses, a suit may be required, while others may call for business casual. Define specifics up front. Are sleeveless tops acceptable? What about shoes? Are there specific items people should not wear? Be creative to gain employee support. Discuss the idea of "casual Friday." Would this work every Friday? Once a month? What about a casual day linked to a charity? (When anyone who donates $5 can wear jeans on an appointed day. This is a great way to build a team through community involvement). Whatever the issue, large or small, employees will be more committed to the change if they took part in the solution.

4. Communicate and Over Communicate. People want to know what is going on before, during and after a change. Always share the information that you know along the way. Use meetings, e-mail, conferences, and memos to be sure new information is communicated clearly throughout the process. Publish the new policy in the employee handbook and make sure that current employees get a copy. Make sure supervisors and managers know the policy and are prepared to support it with their direct reports.

5. Celebrate Success. With any change, it is a good idea to celebrate the small successes along the way. A new computer system may allow someone to process an order more quickly. Be sure to point this out. A new dress code may cause a customer to comment on how professional the team looks. Publish the comment in the newsletter. A new flex schedule may permit two people get more done in less time. Document the success and thank the team. Reinforcing the gains from new policies allows employees to see the results of their hard work and inspires them to continue their efforts going forward.

Using strategies like these will help you implement new ideas that are good for you, the employees, and the company!