Effective change occurs by unfreezing the current situation, moving to a desired condition, and then refreezing the system so that it remains in this desired state. Thawing occurs when the driving forces are stronger than the restraining forces. This process involves strengthening the driving forces, weakening or removing the restraining forces, or having a combination of both.
A powerful driver of change is customer expectations. Dissatisfied customers represent a compelling force for change due to adverse consequences for the survival and success of the organization.
Strategies for Managing Employee Resistance
1 Communication: Reduces restraining forces by keeping employees informed of what to expect from the change effort.
2 Training: Employees learn to work in teams as the company adopts a team-based structure.
3 Employee Involvement: Minimizes resistance to change by reducing face-saving issues and fear of the unknown.
4 Negotiation: May be necessary for employees who will clearly lose out in the change activity. This negotiation offers certain benefits to offset part of the cost of the change.
5 Coercion: Replacing a person is the least desirable way to change organizations.
However, firings and other forms of coercion are sometimes necessary when speed is of the essence and other tactics are ineffective.
After unfreezing and changing behavior patterns, there is a need to refreeze desired behaviors so employees don’t fall back into old work practices. Organizational rewards are also powerful systems that refreeze behaviors. If the change process is supposed to promote efficiency, then rewards must be readjusted to motivate and reinforce efficient behavior.
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