1. The “Positive” Change Resister
In group settings they seem positive, but often make passive aggressive comments that are really thinly veiled jabs (I’m sure the new shipping process makes complete sense and I’m fully onboard, but I’m just wondering what we should say if customers complain about longer wait times?) To minimize their impact: during a group session, ask each person to write their top concern about the change on an index card and ask everyone to pass them to the front of the room for review and discussion. The key is to encourage those who might complain outside the session to instead voice their concerns in a more constructive fashion.
The “Unique” Change Resister
This is the person who feels that their situation is different. For some reason, they’re special and shouldn’t change along with everyone else. To minimize their impact: clearly explain how the change impacts everyone and can benefit anyone. Also, emphasize the importance of everyone’s participation. (Although some of you may use the system more than others, it will be critical to have 100% compliance. If everyone does not participate, it will be unwieldy and confusing).
The “Let Me Be Last” Change Resister
This person is the procrastinating resister. They’re dipping their toe in the water, watching everyone else jump in and hoping to go last. They may in fact be quite vocal that they’re only going to change kicking and screaming. To minimize their impact: set clear deadlines for change acceptance. If possible, have everyone “take the leap” at once and make the change into a positive celebration.
For more change resisters, head over to the full post at Intuit's Fast Track blog.