HOW TO HELP YOUR TEAM SEE THE BIGGER PICTURE
HE: I don’t understand why my team resists the changes we need to make.
SHE: How so?
HE: Cars are changing, Insurance is changing, people are changing, the way we fix cars is changing. How am I supposed to sustain a business where everything is changing, and our staff wants to do things the way we did it 20 years ago.
SHE: Your frustration is totally understandable considering all the pressure your business is under to adapt; and how unsuccessful you feel gaining buy-in from your team.
HE: They don’t get it! We can’t do what we used to do.
SHE: Why do you think that they don’t get it?
HE: I don’t know. They don’t care?
SHE: How true is it that they don’t care about their work? Do you feel they’re not proud of the work they do?
HE: Well no. They care. They’re very proud of their work. So am I.
SHE: So, what do you think it’s really about? Why aren’t they sharing your perspective?
HE: Perspective? These are facts.
SHE: You know, we don’t all see the world the same. Our perspective is shaped by the lenses we’ve developed through our life experiences.
HE: So, you’re saying that the industry isn’t rapidly changing! It’s only my perspective!
SHE: I’m suggesting that some of your team may agree, and some may be unaware.
HE: Impossible. I’ve told them. It’s in every magazine, conference, trade show…
SHE: You’re assuming they attend all these events and read as much as you do? Perhaps they are unaware of the threat that these changes pose to the business.
HE: But I’ve told them.
SHE: How have you told them?
HE: By telling them. Is this a trick question?
SHE: No, I’m suggesting that telling them 10 times in the same way is not the same as telling them in 10 different ways. Unless what you are communicating is received, and the receiver comprehends, you haven’t communicated at all.
HE: So, I should tell them…differently?
SHE: Ideally you communicate in as many possible ways as it takes for them to understand you. That’s Leadership.
HE: How do I do that?
SHE: Do you talk to all your body techs the exact same way about production?
HE: No. They have different personalities. With some I’m gentle, with some I’m more matter of fact, and some just get it, I don’t have to say much at all. That’s part of running the floor. It’s a skill.
SHE: It is a skill. Do you think you could take that same approach when communicating change?
HE: I see what you’re saying. I could be talking to each of them differently about change rather than all in the same way. Okay! Okay…Once they understand why we need to change do you think they will stop resisting?
SHE: For most people change is scary. It triggers a fear response. Fight or Flight, Freeze or Fib. Humans are hardwired this way.
HE: Where do I start?
SHE: Step 1. Communicate. You communicate change and confirm they have received. Have them explain what they understood in their own words, and how it relates to them.
Step 2. Recognize when there is a Fear response. Some will Fight it. Some will Flee from it, maybe even quit. Some will Freeze and do-nothing, playing possum. And some will Fib. They’ll say they’re onboard but won’t implement the changes. Just understand they are not suddenly bad people. This is a reaction to their fear of change. It is just their wiring.
Step 3. Break it down! You asked, “how do I sustain a business where everything is changing?”. That’s overwhelming! I’m having a fear response just saying it. Break down what is changing into manageable chunks: ADAS. EVs. Customer Expectations. Vehicle research. Repair techniques.
Step 4. Identify who, on your team, will tackle each manageable chunk. Divide and conquer. Not everyone needs to solve all the challenges all the time.
Step 5. Set the Outcome not the Path. Rather than telling them the new process, let them solve the challenge for themselves. When you agree on an outcome, their expertise will find ways to get there that you may not have considered.
HE: That sounds like a lot!
SHE: Our time’s up. Yes, it is a lot. But you’ve got this!
HE: Did you just reassure me to calm my fear response?
SHE: Maybe. That’s for our next session.
