“Progress is impossible without change, and those who cannot change their minds cannot change anything.” - George Bernard Shaw
In the Spring of 2022, I embarked on a new professional chapter, transitioning from a 16-year career in higher education consulting—where I focused on coaching, program management, and people development—to a role at Percipio Consulting Group as an Organizational Change Manager in the utility industry, focusing on cybersecurity. Reflecting on this career shift and the similarities across such seemingly dissimilar engagements, three primary themes about change stand out: Empathy, Flexibility, and Value.
Lesson Learned #1: Empathy is power.
Asa Change Manager, the most frequent request I encounter is, "Can you simplify this process/document/technical language into something that anyone could understand, regardless of their knowledge level?" This isn't just a call for simpler terms; it's a plea for empathy. It's about meeting people where they are, understanding their unique perspectives, and communicating in a way that resonates. This demands curiosity, patience, and the ability to build relationships—skills I cultivated in my past career when teaching faculty advisors communication and listening strategies. While the industry I work in has changed, the need for empathy has not. Now, I employ this empathy to communicate risk and simplify technical processes into bite-sized, accessible pieces in support of cybersecurity initiatives. The essence of change management lies in grasping people's needs and translating complexity into narratives that meet them where they're at. Regardless of industry or project scope, empathy remains the key in truly connecting people to the change ahead by building trust and allowing them to feel heard in the process.
Lesson Learned #2: Flexibility and a growth mindset are crucial.
Change is messy and unpredictable. This means that across industries, the ability to adapt and maintain a growth mindset is vital. Individuals with a growth mindset thrive on challenges, persist through setbacks, and view effort as a path to mastery. These traits are a perfect fit for a Change Manager, as rigid adherence to predefined plans often fall short in the face of evolving circumstances. Flexibility and a growth mindset aren’t just responses to unpredictability, they’re proactive approaches. These skills empower me to pivot swiftly, adjust strategies on the fly, and lead with resilience through unforeseen challenges. Leading by example helps the people experiencing the change to adapt and navigate with less stress. No two change journeys are alike, so the strength of a change manager lies in not just creating structured processes and communications but also in being a proactive, humble, positive, and adaptable force during chaotic times. This holds true universally across all industries.
Lesson Learned #3: Tangible Value Drives Buy-In
In my journey from higher education consulting to the utility sector, one lesson stands out: showcasing the value of solid change management practices are crucial. It's not about using fancy words or complex jargon to make the change efforts sound impressive, but rather it's about communicating the value of managed change into a language everyone understands. Whether on a university campus or in a room full of technical experts, articulating why change management matters, demystifying the role of a change manager, and crafting relatable narratives is a valuable tool. Through storytelling, I'm not just sharing project update status I'm fostering connections, helping folks grasp what's happening, and guiding them through the sometimes messy and unpredictable journey of change. It's all about making the value of change management tangible, regardless of the industry.
My Take-Aways
Perhaps my biggest insight over the past 16 years is that people don’t resist change, but they do resist being changed by others. The success of any change effort depends on how well those leading the change invite others on the journey by meeting them where they are.
In this expedition through change management across diverse industries, the lessons learned transcend the specifics of higher education, consulting, or utility cybersecurity. Empathy, flexibility, and showcasing value aren't limited to a particular sector; they are the threads that weave through the fabric of successful change initiatives. As I continue navigating diverse industries, these lessons serve as a compass, guiding me in fostering connections, understanding, and resilience—themes that persist and resonate, irrespective of the industry. What keys to success have you seen consistent across industries? What other insights can you add?
What are some of the lessons and key takeaways you’ve learned along your journey, either managing change or participating in change, across industries?
