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Introduction
Today's workplaces are filled with diverse groups of people; different cultures, nationalities and personalities. Within this diverse environment we deal with change very often; in the workplace and at home. Change is everywhere and is constant. People react to change differently. Some people thrive on change, some are not bothered by it, some resist it and some will be concerned with the effects, so you must be able to help prepare each individual for the different situations that change may bring.
How should the leader deal with this situation?
In dealing with this situation the leader should conduct an all hands meeting with his entire staff to let them know of his observations and his plans to make adjustments to improve services. In the book, The Leadership Pill "sharing the big picture puts everyone on the same page" (Blanchard & Muchnick, 2003).
The leader should ensure they understand that customers are not being serviced well and that change is required. Personal interviews will be performed with each manager to better understand their questions and fears, as well as assuring them of the benefits of the changes to be implemented. According to Dunn (2000), when people know what is coming whether it is good or bad they are more comfortable with change.
The leader must also explain the positive aspects of change and how this team-based, empowered organization will allow everyone to benefit from it. He must help managers understand that change is inevitable and that it must be accepted (Dunn, 2000). Managers need to be convinced that these changes will decrease their workload as well as mak ...