In this video
As a customer service leader, you need to adapt your leadership style when managing change. With the relaxation of covid19 lockdowns, you’ll need to prepare your teams to return to work life after lockdown.
This 4 minute video gives managers leading teams through change three practical tips on coping with change after covid19.
It discusses the ‘six stages of concern’ model for managing change that’ll help you consider your people’s individual needs - not just in covid19 recovery, but in all aspects of business change management.
The stages of concern model
When people find themselves faced with change, it's natural for them to have concerns. The stages of concern model looks at six stages people progress through in sequence, when they're adapting to a change.
There's an episode of the Service First® podcast which talks about each of the six stages of concern in more detail.
The Covid-19 pandemic has forced a particularly big change on people's lives with restrictive lockdowns. But what do you need to know as a leader to help your teams manage when lockdown ends?
Chartered Psychologist Hayley Lewis and I came up with three key points for you to think about.
- Don't assume people are ready to return to work just because you are
- Be sensitive to people's individual situation and experiences in lockdown
- As a manager, you don't have all the answers - involve your team
- Learn lessons for the future
The stages of concern model is useful in any programme, project or change initiative. It'll help guide you in planning your people interactions as a manager or leader preparing your teams for life after lockdown.
The six stages of concern model is explained in more detail in an episode of the Service First® podcast. Listen in to learn more.