Professional Documents
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ABSTRACT Change process models, developed in the tradition of Lewin, tend to emphasize people
as resisting change, portray leading and coping with change as discrete entities, and reify the
organization. In contrast, this article reports on findings from two descriptive surveys examining
leading and coping processes. Attitudes, opinions and organizational practices were investigated to
identify and describe variability in change in financial service institutions in the City of London as
led by top managers and as experienced by employees. A ‘leading and coping with change’
framework that emphasizes the social process dynamics of change is developed which managers can
utilise as a conceptual tool to guide action. This is built around the finding that change leaders are
themselves part of the process, and that the judgmental and cognitive processes which employees
engage in, in their relationship with those leading change, is crucial.
KEY WORDS : change management, coping process, leadership, financial services
Introduction
Managers and consultants have access to an extensive body of literature on
organizational change, yet a large number of change management programmes still
appear to fail. This suggests a need to reconsider how our chosen perspective affects
our theories, research and practice. Many change process models (Beckhard and
Harris, 1977; Tichy and Devanna, 1986) have been developed in the tradition of
Kurt Lewin’s (1951) work, which relied on field theory. In that approach, a change
situation involves moving from a current condition to a desired condition, and the
situation is a ‘field’ in which there are forces to facilitate change and restraining
forces. The current situation is held in check or ‘quasi-equilibrium’ by these two
sets of forces. The change process aims to introduce (temporary) instability and, in
the traditional organizational development approach, is driven from the top.
In this article, we present a ‘leading and coping with change’ framework that is
grounded in a relational perspective. We seek to generate a different discourse on
change management that conceptualizes leading and coping with change as a
conjoint process which, when positive, increases the learning capacity of
organizations. We believe that this revised perspective will help managers
increase the success of change management programmes.
Correspondence Address: Chris Hendry, Sir John Cass Business School, 106 Bunhill Row, London EC1Y 8TZ, UK.
Literature review
For the purposes of this article we do not present a comprehensive review of the
literature on managing change. Rather, we use existing literature on leading and
157 Leading and coping with change
coping with change to highlight issues that we believe are particularly relevant for
explaining the conjoint relations between leading and coping in the process of
implementing change.
Leading change
In spite of the distinction that management is tasked with creating stability while
leadership seeks to create change (Zalenick, 1977) much confusion abounds, with
academics often using the term ‘leadership’ to refer to quite different concepts. It
has been argued that most approaches to leadership focus on the ‘leader’ because
of an underlying conceptual framework that is based on a feudal paradigm
‘pointing to someone who occupies a high position’ (Barker, 1997: 347).
Managerial leadership is therefore underpinned by the notion of leader as
a giver of direction and as a manipulator of will, who frames and solves specific managerial or
social problems . . . resulting from the need for an imposed order and from the need to
accomplish specific goals. (Barker, 1997: 350)
However, leadership under this view cannot work in situations where goals are not
specific, where imposition of order is ineffective, and where there is increasing
internal and external complexity.
Similarly, over the past 20 years or so, there has been an explosive growth in the
promotion of ‘transformational leadership’ (Burns, 1978; Bass, 1999), with a
recent analysis bringing into question some of its rubrics (Tourish and Pinnington,
2002) and the authors arguing for a more inclusive and participatory model of the
leadership process. Thus, alternative perspectives have been proposed to the
traditional hierarchical and bureaucratic form of organization and technocratic or
visionary leadership.
In organizations that are undergoing change it is difficult, if not impossible,
to define and resolve all eventualities. Hence, adaptive situations are not amenable
to leader-driven solutions (Heifetz and Laurie, 1997). Rather, all members need to
deal with problems as they arise. Leadership, in this perspective involves a
learning strategy. Indeed, building a learning capacity within the organization can
be seen as key to a theory of change, and it is helpful to reframe leadership in terms
of ‘managers who foster communities of practice’ (Hendry, 1996: 632).
This kind of managerial leadership involves relationships between managers
and their reports. People are engaged, given support and resources and, thereby,
feel they have some control over changing situations. Knowledge is created
through the transformation of shared experience in performing new activities.
Those involved come to understand the new requirements, and new rules of
relating become tacit as time progresses (Hendry, 1996). Additionally, the concept
of ‘distributed leadership’ usefully emphasizes that leadership functions are best
performed by those who have the necessary knowledge and skills, and that people
other than managers, can also exhibit leadership behaviours. Indeed, Gronn (2002)
argues that conventional views of leadership cannot easily accommodate either
changes in the division of labour in the workplace or new patterns of
interdependence and co-ordination. Rather, we should view leadership as a
process in which the key defining criterion is united agency.
S. Woodward and C. Hendry 158
Nevertheless, some managers and staff are better able to lead and cope with
change than others. Poor managerial leadership can bring about additional
pressures and, therefore, being sensitive to the coping problems of both managers
and staff is an important aspect of change management.
Empirical study
To a large degree, change is in the eye of the beholder. Those who see themselves
as creating organizational change as an intentional process (i.e. top management
formally leading change) will have a different perspective to those who are on the
receiving end of change (Kanter et al., 1992). Similarly, case study research shows
there is no one formula for managing change. While many prescriptions,
guidelines and models exist, managers responsible for executing the changes are
selective in the way they use these ideas (Storey, 1992).
To accommodate these different perspectives in our research on change
management in the City of London’s financial services institutions, we undertook
two surveys—one involving senior management personnel responsible for
initiating organizational change, the other covering all other employees (including
S. Woodward and C. Hendry 160
managers) at various levels who were executing and/or experiencing change. The
aims of the study were (1) to define the skills and attitudes required to lead change
and those needed effectively to cope with change and (2) to develop a model to
show how change is absorbed within the organization
We organize the findings in five sections below, which have been sequenced in
the following way. In the first part, since people continually seek to make sense of
what is happening in their organization and its sector, we detail what employees
and senior managers see as the major external pressures for change, their formal
leaders’ responses, and how these changes have affected them. Then, as
traditional, routinized ways of organizing and performing are disrupted, we show
in parts two and three how people are coping and what resources, in terms of skills
and competencies, are said to be needed to perform well in this changing context.
We then go on, in part four, to describe the particular qualities that change
managers might seek to cultivate in the light of employee needs. In the final part,
we report what organizations do to support people in the change process, and how
senior managers and employees view this. The results provide us with valuable
insights into why many change management initiatives fail to bring about
sustainable change and how these failings might be addressed.
Trigger %
Increased competition 67
Changing/new customer needs and expections 55
Technological developments 43
Internationalization/globalization 35
Disappointing financial performance 31
Legislation/regulation 31
New CEO 26
New competitors 25
Change in ownership 21
Industry in recession 12
Other 15
161 Leading and coping with change
Factor %
Table 3. What are the major work/job changes that have affected you?
(N ¼ 198)
Change %
When asked what personal coping strategies they found most helpful,
employees detailed a variety of strategies—some proactive, others more
classifiable as denial or avoidance (see Table 4).
Table 4. What personal strategies do you find helpful in coping with these problems?
Importance
Self motivated 76 24 0
Accuracy of judgement 68 31 1
Understanding of customer needs 66 30 4
Ability to influence and negotiate 65 31 4
Commercial awareness 64 34 2
Positive attitudes towards change 62 35 3
Enquiring/lively mind 60 38 2
Open and receptive to others’ views 58 40 2
Confident and able to sell one’s skills 58 40 2
Considerate of others 47 45 8
S. Woodward and C. Hendry 164
Employees were also asked what managers could do that was most helpful to
enable them to cope with change. Of 19 items compiled from the traditional
change management literature, all but one was rated ‘very helpful’ or ‘quite
helpful’ (Table 6).
Senior managers identified similar, although fewer, competencies—strong
leadership and clarity of purpose/mission together with generating enthusiasm,
involving employees, and communicating well. Again this is notable for being
shorter on concrete behaviours and having a ‘top-down’ perspective.
Organizational support
Finally, employees were asked to what extent they agreed with the statement:
‘Adequate problem prevention and support has been provided to employees to
165 Leading and coping with change
help them cope with changes introduced into this organization.’ While a
majority of the senior managers agreed with this statement, less than 1 in 4
employees did. There is, therefore, a discrepancy between how each sees the
level of support provided. For example, a majority of employees reported their
organization ‘provided them with sufficient authority to get their work done
effectively’, and there existed ‘good working relationships’, but for other
factors, only a minority reported availability of support (Table 7). The most
common support mechanisms reported by senior managers, on the other hand,
included discussion with employees about career development prospects so
they could be properly matched with their new job responsibilities; giving
information and/or consultation as to where the company is heading, and what
employees’ roles and responsibilities will be; skills training; redesigned pay
and compensation packages; and steps to ensure alignment of structures and
systems.
Comparing this with what employees say, we note that managers and
employees agree about some of the important things, but disagree on how
adequate the provision of these is. Ebadan and Winstanley (1997) found a similar
discrepancy in the provision of career counselling in their study. Managers also
stress relatively few sources of support. Finally, employees emphasise almost
entirely those things that give them a sense of autonomy and control, while
managers emphasize the things which they, as managers, control. This follows
the pattern whereby employees identify a wider range of useful behaviours, while
senior managers express a traditional model of leadership.
S. Woodward and C. Hendry 166
Table 7. How does your organization help prevent problems and/or help you to cope
with changes? (N ¼ 198)
Provision %
In familiar settings, people use existing knowledge, hold expectations and apply
tacit rules that underpin habitual ways of performing. However, in changing
167 Leading and coping with change
situations, people need the help of others to construct their sense of self, create a
sense of social order, and provide cues on how to act. Hence, organising processes
are, in part, intrinsically cognitive, involving sense making and translating
understanding into action. It is important, however, for leaders and managers to
appreciate that this reality-building process is not located within the traditional
view of communication as ‘transmission’ and of organization as a ‘conduit’, but,
of communication as ‘social interaction’ and organization as emerging through
‘co-ordinated activity’. In this view, language is a socially shared tool for
signalling and co-ordinating leading and coping with change activities. Figure 1
illustrates the relationship between leading and coping processes, and highlights
the importance of people creating new organizational contexts through new ideas,
responsibilities and relationships developing and informing the skills people need
to adapt to new role demands. Beer et al. (1990) argued that too little attention is
paid to meeting these new demands and that support for change is based on
employees’ personal experience of changing workgroup inter-dependencies. In the
framework we use their notion of sequencing interventions, by which change
unfolds through learning.
Recent investigations of learning in the workplace have shown, moreover, that
most learning is non-formal, neither clearly specified nor planned. It emerges,
naturally, out of the demands and challenges of work (Orr, 1991; Eraut et al.,
1998). The focus for change management should, therefore, be people in work
groups and ‘communities of practice’ (Brown and Duguid, 1991; Lave and
Wenger, 1991). This points to the key role of groups, tacit knowledge, experiential
learning and the location of learning in a socialization process (Hendry, 1996).
Leadership discourses are material resources that can be used in the context of
different communities of practice. As resources for the negotiation of meaning and
formation of identity, they will be shared across practices but will be differentially
integrated within each community of practice (Wenger, 1998).
By combining the notion of ‘communities of practice’ to describe changing
workgroup interdependencies, and, thereby, linking learning and socialization
processes at individual, community and structural levels, our ‘leading and coping
with change’ framework emphasizes the following key features.
. As new directions and situations are created, employees assess how these
affect them. If they view these positively, they will adjust their expectations;
if negatively, dissatisfaction results. Feeling they have the resources and
capabilities to cope will help with a positive reaction.
. Employees continually assess management support, credibility and
competence, in the light of the climate for change they create and the
resources managers provide to help them adapt. While employees tend to
appreciate the difficulties managers themselves face in leading change, they
also readily punish those managers who neglect the people aspects and create
unnecessary pressures on them. The impact of employees judging managers
and the effect of this on the success of change programmes is often forgotten.
. As change unfolds, employees continue to evaluate what is going on, and
apply various coping strategies. If demands are felt to tax or exceed their
resources, they are more likely to respond with denial, avoidance or stress.
S. Woodward and C. Hendry 168
entirely those things that give them a sense of autonomy and control.
Unfortunately, managers leading change tend to stress the things they control
as the most important factors for success.
. Similarly, the success employees experience in meeting the requirements of
the new situation will reinforce feelings of control.
Organizational members are not passive receptacles, but imaginative consumers of leaders’
visions and of manipulated cultural artefacts. (1996: 323)
S. Woodward and C. Hendry 172
Leading change is a very public activity. Leaders are being watched from all
angles, and what they do and how they do it is an important element in
successfully bringing about change. Failing to show an appreciation of the balance
between workplace demands and employee resources and to allow people to
develop competencies needed to perform well in a changing situation creates a
strong negative impression. Consequently, in change programs where people
aspects are ignored, employees will still be active in interpreting what is
happening and how well (or poorly) change is being led and managed. This
becomes an element in the process of change itself.
Implementing new initiatives will, inevitably, create problems. However, pro-
blems that arise in the process of trying new policies, technologies or behaviours,
are a major source of learning and improvement (Tyre and von Hippel, 1997). Since
conscious problem solving arises within a blocked cycle of activity, the situation
in which this ‘puzzle’ occurs is the context where practical action enables us to
test out and determine whether anticipated consequences occur or whether alter-
native actions are needed. And, because adaptive situations are not amenable to
leader-driven solutions, they are the province of communities of practice. When
leadership is reframed, in terms of ‘managers who foster communities of practice’,
people are encouraged to strike up relationships to solve problems (both within and
outside formal role relationships) (Hendry, 1996). In mutual engagement, through
actions whose meanings they negotiate with one another, within their joint
enterprise, and through their shared repertoire, informal distributed leadership can
also occur. Opportunities for learning through local engagement and wider
participation will influence how employees apply coping strategies.
In addition to coping, employees identified a number of skills and competencies
that are especially helpful to absorb and cope with change, including problem
solving, organizing work and managing time effectively, and understanding
customer needs. Organizational structures and policies that enable cross-
functional communication, encourage good working practices and reward
innovative problem solving are likely to facilitate these skills and competencies.
However, senior managers, according to employees, often seem unable to create
the conditions where these skills and competencies can be developed. As Beer
et al. (1990) found, few organizations seem to be aware of the need to equip
employees with skills, resources and opportunities so that they can cope with new
tasks and demands. If organizations took the trouble to specify what a ‘high
performing coping individual’ looked like, they could put in place recruitment and
training so that employees could deal with change effectively as it occurs.
Similarly, in talking about meeting the changing requirements of organizations,
work, and jobs in terms of ‘communities of practice’, our thinking about
organizations is influenced by the perspective that learning cannot be designed—it
can only be designed for—and, hence, facilitated or frustrated by the leading and
coping processes. In addressing problems as they arise in the contexts of activity
all employees can lead through using their critical knowledge of engagement to
alter direction. This sharing of the control of performance and, thereby, direction,
enables local adaptations as part of the overall change management process.
Poor change leadership skills are a key impediment to change. Since leaders
are themselves part of the change process they too need learning and support
S. Woodward and C. Hendry 174
also be used as a vehicle for workplace learning by involving work groups actively
in the feedback process, appreciating reasons for responses and identifying ways
of reducing fire-fighting activities (which can often arise from tensions between
authorities and responsibilities). Thirdly, since change leaders, who are in the
public eye, have to adapt and cope with change themselves they may, therefore,
need support.
Since improvement in leading change skills and competencies can best be
undertaken as the change process unfolds, we propose the use of action learning
teams: these can be of two types. First, a group of managers, who are responsible
for managing change projects can get together and help each other deal with
problems that arise as the change process unfolds. This would be an ‘educative’
community of practice designed for engaging with other leaders in critically
reflecting on practice. Another approach would be to invite managerial leaders and
employees into a more collaborative, less-hierarchical setting conducive to
dialogue. Here, multiple local realities can be voiced, participants can learn new
ways of relating, and leadership becomes dispersed. Future Search (Weisbord and
Janoff, 1995) and other similar methods of large group interventions (Manning
and Binzagr, 1996) can be used to facilitate learning across a constellation of
communities of practice,1 with dialogue thereby facilitating personal and
organizational development (Dixon, 1998). Additionally, regardless of level and
status in the organization, the rapid pace of change in the sector is driving the
strategic importance of continuous competence in professional development
(Storer and Rajan, 2002).
Callan (1993) observes that research is ‘curiously silent’ about how people react
to organizational change and, particularly, about how to facilitate positive
accommodations and adaptations to change. In this article we have sought to cast
some light in this area, and, particularly, to show the interrelated nature of leading
and coping with change, and therefore the importance of encouraging leader- and
employee-led change, of both a formal and informal nature. It is only when change
leaders appreciate what managers and employees need, and managers are able to
delegate, develop staff and renegotiate role relationships, that change is likely to
be effective. Such an awareness, and the supportive behaviours and mechanisms
that are indicated, then become an important part of the change leader’s own
competence set for managing change.
professional services supporting the sector, all located within the City of London,
which was the geographical focus for this study. A data-set of 955 companies was
obtained from a commercial firm, and a further 120 organizations comprising
building societies, and business and management consultants were added, making
1075 firms in all. A structured, random sample of 250 companies was derived from
this and questionnaires sent to all of these, with follow-up letters and phone calls.
The response rate of 12% from 30 firms, was disappointing, although not
uncommon and in line with recent survey responses in the UK (Marc Thomas,
personal communication). Executives who responded nevertheless represented
organizations with a total of more than 156 000 employees. It is also worth noting
that the two traditional requirements of survey research have been representative
sampling to permit generalization from a sample to a population and a high
response rate to reduce the likelihood of bias in the obtained data. However, recent
research has shown that when probability sampling methods have been used we
should no longer presume that lower response rates necessarily signal lower
representativeness (Krosnick, 1999).
Initially, we had hoped to draw our employee sample from companies
responding to the first round, but these generally declined to cooperate further.
Instead, we derived a purposive sample with the aim of producing maximum
variation, to collect data and identify any key themes that might appear. Any
patterns emerging from such heterogeneity are likely to represent important factors
(Patton, 1990/2002). Prior to selecting the sample, we adopted a number of selection
criteria including diversity of occupational grouping, place of work (with no more
than one respondent per site), age and gender. Eight hundred individuals were
identified through membership of relevant Institutes, Associations and other bodies
in the City of London (with some of these helping in questionnaire distribution), and
these were sent a self completion postal questionnaire. One hundred and ninety-eight
completed questionnaires were received, giving a response rate of 25%.
Respondent characteristics
Financial services is a complex sector, comprising many services and products.
The surveys sought to capture this complexity and diversity, and sampling details
are included above. Since a typical response for a mailed survey is around 20%,
and because of the indeterminate size and nature of the population being surveyed,
sample characteristics are of greater consequence and, hence, are detailed below.
In both surveys, nearly all of the respondents were male (90% of the senior
managers surveyed: 75% of other employees), while around 7 in 10 of the
employee group were aged between 26 and 45 years, with the same proportion of
the senior manager group aged over 40.
Senior managers were evenly spread in terms of length of time in the company,
with one third having been with the company three years or less, a third between 4
and 10 years, and the rest more than 10 years. All were located at head office and
most held positions of chairman, CEO, managing director, partner or HR director.
A quarter came from insurance with between 10 to 15% coming from each of
investment/fund management, wholesale banking, retail banking, broking and
consultancy/professional services.
S. Woodward and C. Hendry 178
Proportionately, fewer employees (including managers and staff) had been with
their organization less than three years, with the remainder (70%) equally divided
between medium- to long-term service. Around a quarter worked for insurance
companies and a similar proportion for investment/fund management firms. The
rest were fairly evenly spread between wholesale banking, retail banking, broking
and consultancy/professional services. Around 90 different job titles were given.
These were clustered into insurance-related jobs; professional/support staff;
management positions; trading/dealing; investment-related positions; adminis-
tration/backroom and retail banking positions.
Questionnaire design
In following a quantitatively based relational survey methodology (Bradbury and
Lichtenstein, 2000), the researchers searched the academic and business literatures
reporting on what had been happening in the sector, to identify issues of relevance.
They also carried out a small number of interviews with informed people from the
sector to identify core issues and close-ended categories likely to be of most
relevance to respondents. The surveys were undertaken sequentially, with senior
management responses informing some of the categories used in closed-ended
questions posed in the employee survey. Since the questionnaires were designed
using internally-generated perspectives, the assumption is that the information
provided through the survey, using both closed- and open-ended items will be
richer and more complete (Anderson, 1996). The questionnaire was then pilot
tested with a small number of people from the sector.
Choice of survey items reflected a desire to explore with senior managers and
human resource specialists having formal responsibility for ‘leading change’, four
key areas:
1. Changes introduced (for example, type of major changes introduced into the
organization, triggers for change initiatives, depth of change introduced,
manner and focus of change implementation, desired outcomes, and steps
taken to sustain change).
2. Opinions about employees’ reactions to change (such as the expectations of
employees to introduced changes; manifest reactions to change; impact of
change initiatives on roles, responsibilities and accountabilities and
performance; skills/attitudes employees’ required for coping with changes
introduced).
3. Organizational practices—such as the level of support provided—as
evidenced in prior preparations for change and HR system changes.
4. Opinions on skills and attitudes believed necessary to successfully lead
organizational change, and reasons why change programmes fail.
The second survey of employees (including managers at all levels except top
management) investigated five areas:
1. Perceived changes in the job or work environment that employees have had
to cope with (such as key triggers for organizational change; resulting
179 Leading and coping with change
Data analysis
Numerical data was entered onto spreadsheets and incorporated into SPSS version
9. Closed question responses were aggregated as frequency data and, where
comparisons were possible, cross tabulations were generated with x2 tests of
association undertaken. However, because of the small numbers involved, few
substantive differences across groups could be identified. This did not present a
problem because the main focus of the study was on differences in perceptions
between top managers of change and others who are recipients of change (which
they, as managers, may have helped execute). Open-ended responses were content
analysed and clustered under emerging themes.
Acknowledgements
We would like to thank Focus Central London (formerly CILNTEC) for funding
this study and acknowledge the help of Maria Charalambous in developing and
distributing the questionnaires for the first survey, as part of her MBA dissertation.
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Notes on contributors
Sally Woodward is Lecturer in the Faculty of Management at Cass Business
School (formerly City University Business School). She lectures in organizational
behaviour and research methods, and has a special interest in consulting to
management, and in the strategy and management of knowledge intensive
services, which she teaches on the MSc in Internal Auditing and Management, and
the MBA. Recent publications include Managing Change Successfully (with
Williams and Dobson, Thomson Learning, 2002) and ‘Higher education
opportunities in management consulting’ (with Williams, in B. Curnow and
J. Reuvid, The International Guide to Management Consultancy, Kogan Page,
2003).
Chris Hendry is Centenary Professor in Organizational Behavior in the Faculty of
Management and Associate Dean for Research at Cass. He was previously
Principal Research Fellow and Associate Director in the Centre for Corporate
Strategy and Change at Warwick University and is well known for his publications
in the areas of HRM, change management, learning organization, innovation and
industrial networks.