What you might hear before the transition:
- “This is no big deal. I don’t know what everyone is upset about.”
- “This is just another one of those ideas that they float every couple of months. It probably won’t even happen.”
- “What announcement? Oh, you mean about the reorganization. I didn’t pay much attention. What did they say?”
| Phase | Reactions | What you might hear | What you might see |
Strategies |
| Endings | Denial Anxiety Shock Fear Anger Resistance |
“I wish I had never taken this new position!” “What did they say we were supposed to do?” “This is never going to work.” “I’m not changing.” “They can’t be serious about this.” “This is ridiculous! Who thought it up? It makes no sense!” “Now wait a minute. That’s my area. They don’t know anything about it.” “Yeah, we worked together ever since the division started up.” |
Doing what they have always done. Gossiping and spreading rumors. Decrease in the quality and quantity of work. |
Define what’s over & what isn’t Be supportive List the positives Sell the problem – not the solution Focus forward rather than backward Separate yourself from your current job Keep open communication lines Share feelings and plans and accept grieving Create ceremonies to “let go” Acknowledge peoples losses Remove excuses to hold on to past Provide lots of information Celebrate the past Offer activities that help gain closure |
What people want to know:
- What is really driving the change
- What would happen if we didn’t change?
- What will we become through the change
- How does the change fit with or grow out of the past
- What kinds of secondary change are likely to occur?
- How could individuals and groups be affected (positively and negatively) by the change?
- What kind of assistance will be provided to affected individuals and groups?
- Answer to the question, “What’s in it for me?”
| Phase | Reactions | What you might hear |
What you might see | Strategies |
| Neutral Zone |
Frustration Confusion Stress Discouragement Hopeless Approach Avoidance Creativity Skepticism |
“I don’t know what I’m doing or what to expect.” “I wish someone would tell me where we are going.” “Do you think anyone up there knows what they’re doing?” “How’d we ever decide to do this? I can’t remember.” “I sometimes think there’s nobody driving the bus.” I=”I just had this fantastic idea,. I don’t know why I never thought of it before.” “It feels like we’re just marking time, waiting for somebody to do something—things are on hold.” “Did you hear she is looking for another job?” |
Huddling Active rumor mill Arriving late Absenteeism Procrastination People leaving Decreased productivity |
Constant communication is recommended here. The more the better and it is key to moving people through the neutral zone. People feel lost, confused, and isolated in this zone. Communicating connection and showing concern are important just as communicating the purpose, picture, plan and part are
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| Phase | Reactions | What you might hear |
What you might see | Strategies |
| New Beginnings |
Acceptance Impatience Hopeful Encouraged Energy Enthusiasm |
“I wish we could just get on with this.”“I see how we can do this better.” “I wasn’t sure at first, but I like the way we are doing things now.” “Oh, I get it. I see what you mean. I just didn’t understand what you were trying to tell me.” “It feels like I just came out of a long, dark tunnel.” “That team meeting yesterday felt good—like we have some energy back again.” “It’s been so long since I knew what I was doing. I’d almost forgotten what it was like.” |
Trying new thingsStop grieving about the past and show interest in new things. Settling in Impatience with the team members who are not in the New Beginning Forming new alliances |
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What people say when transition is complete:
- “It’s funny how upsetting it all was. It feels like ancient history now.”
- “I can’t say I love the new job, but it’s OK.”
- “Did you see the production figures? We’re making our targets again.”
- “It took me a while to get used to the people of the team but now it feels like we’ve always worked together.”
