Acas How To Manage Change Advisory Booklet
Acas How To Manage Change Advisory Booklet
Acas How To Manage Change Advisory Booklet
booklet
We inform,
advise, train and
We inform
We answer your questions, give you the facts you need and talk through
your options. You can then make informed decisions. Contact us to keep
on top of what employment rights legislation means in practice before it
gets on top of you. Call our helpline 0300 123 11 00 for free confidential
advice (open 8am-8pm, Monday to Friday and 9am-1pm Saturday) or
visit our website www.acas.org.uk.
We train
Contents
1
What is change?
What causes change?
Why pro-actively manage change?
How do you manage change?
4
5
6
7
9
9
10
13
14
15
18
19
20
21
24
24
25
Appendix 1
What does the law say?
27
27
Appendix 2
Some tools for managing change
29
29
10
Appendix 3
Sample internal communication strategy
33
33
11
Appendix 4
Important changes to making employment tribunal claims
37
37
Acas Training
39
CONTENTS
About this
guide
Change can be threatening and
disruptive. It can also be very hard
work because it usually involves
adapting to a new environment,
working practices or personal
circumstances.
There are some changes that most
of us have been through such as
starting a new job, being retrainedor
moving to a new workplace. This
shared experience of change is an
ideal starting point for understanding
how change can affect you and your
employees on both a personal and
organisational level.
This guide will help line managers
and employers manage major
change more effectively by focusing
on:
Managing change:
a summary
contracts of employment
redundancies
lay-offs
TUPE
flexible working
the Information and Consultation of Employees regulations (ICE).
What is
change?
Major change
every 3 years
Constant
minor change
WHAT IS CHANGE?
Organisational stress
organisational effectiveness.
WHAT IS CHANGE?
management is an understanding
of what people go through when
they experience change see
How does change feel?, p9
create a vision
lead
consult particularly on those
issues covered by the law, such
as redundancies and transfers
of undertaking
engage with employees (see
How important is employee
engagement?, p24)
reflect on how you have
managed change and what
can be improved in future and
celebrate successes.
Consult
Lead
Engage
Communicate
Communicate
Reflect
Communicate
Create a vision
WHAT IS CHANGE?
How does
change feel?
financial reward
self esteem
companionship
status.
Ch
an
ge
Happiness
Anxiety
Moving
forward
Fear
Gradual
acceptance
Threat
Guilty
Depression
10
Employers and line managers can react to change in the right way by:
Employee emotion
Rumour mill:
nothing has been
announced but
people are talking
at tea points and
in the canteen
Official statement:
you announce your
plans to restructure
the business
At last, some
concrete news
I always thought
the old system
could be improved
What does this
mean for me?
Company vision:
you develop a
vision for the future
of the organisation
11
Employee emotion
Communication:
you communicate
details of the
restructuring via
emails and team
briefings
Line managers:
Individuals are told
the impact on their
jobs by their line
managers
Changes begin:
job descriptions
and contracts
change and new
reporting structures
start
Address personal
concerns and give
employees the chance for
questions constructive
criticism can be very
positive!
Recognise how
individuals feel
Plan for employees who
cannot accept the
changes and want to leave
Provide training where
necessary for new duties
or procedures
Keep communicating
Offer strong leadership
and motivation
Provide counselling where
appropriate
12
13
Communication
or consultation?
Communication is concerned
with the interchange of
information and ideas within an
organisation.
is bad news
develop an internal
14
Develop an internal
communications strategy
Get
commitment
Be consistent
15
Provide
context
Choose the
The more face-to-face communication you have with
right channels employees the better: so use team meetings to brief staff.
You may not be able to answer all questions during a
fixed meeting time so consider using emails or
newsletters to respond to queries.
Note: Always use Plain English. Jargon will only dilute
your message and confuse your audience. For example,
say the new system will process our orders more quickly
rather than the new system will be fit for purpose. For
more information visit www.plainenglish.co.uk
Get feedback
Look after
your staff
16
Your internal
communications
strategy checklist:
17
message
Body
language:
55%
Tone
of voice:
38%
Words:
7%
18
through change?
19
20
Negotiation or
consultation?
21
SWOT
analysis
Prioritisation
Syndicate
work
22
Joint decision
making
Syndicates work on
each main theme to
produce solutions
Workshop made
up of anywhere between
8-20 managers and
employee reps
23
How important is
employee engagement?
The Macleod Review, publishedin
July 2009, found that engaged
employees often perform better in
the following areas:
customer service
innovation
adaptability
quality and speed, productivity.
What is employee
engagement?
Employer provides:
job satisfaction
training
equal
opportunities
flexible working
fair pay
regular
communication
and consultation
Engagement =
higher
productivity
better trust and
cooperation
greater ability
to adapt to
change
Employee provides:
hard work
loyalty and
motivation
pride in a job well
done
flexibility
understanding of
bigger picture
regular feedback
24
25
training
equal opportunities
flexible working
communication
performance management.
The level of trust developedbetween
line managers and employees
enables the process of transition
described by Fisher (see p3) tobe
smoother and less traumatic. The
University of Bath has undertaken
research on the role of line
managers. Many of the skillsthey
identified as being critical to
developing employee engagement
are also vital to managingchange.
26
Appendix 1:
If your change
involves:
Redundancies
For further
information see
the Acas guide
How to manage
redundancies at
www.acas.org.
uk/publications
27
For further
information
see the Acas
guide Varying
a contract of
employment at
www.acas.org.
uk/publications
Other major
o the Information and Consultation of Employees (ICE)
changes such
Regulations were introduced on 6 April 2005 and give
as restructuring
all employees of undertakings (which are normally
businesses) with 50 or more employees the right to request
For further
an information and consultation agreement. An employee
information visit
request must be made by at least 10 per cent of the
the contracts
business employees, which must amount to at least 15
and hours
employees. You must start negotiations with representatives
section of the
of the workforce for an agreement no later than three months
Acas website at
after a valid request has been made by your employees
www.acas.org.uk
o if your organisation already has in place one or more
pre-existing I&C agreements, your employer may hold a
ballot to see whether a new agreement is needed
28
Appendix 2:
What is it?
Force Field Analysis is a useful tool for weighing up the forces working for
and against change and assessing the balance of power between these
opposing forces.
The first step is to make a list, using a diagram as follows:
Forces against change
Current situation
Future vision
You also need to set out your vision for the future where you would like to
be after the planned change. As well as forces that relate specifically to your
proposed change there are often generic forces at work that apply to most
change situations, such as:
cost
resources
attitudes of managers and staff
29
SWOT analysis
What is it?
SWOT stands for strengths, weaknesses, opportunities and threats andis
effective tool for testing out new ideas and problem-solving. SWOT often
works well in a workshop setting (see p21 on using workshops) and can be
combined with brainstorming (see below).
Before you start, be clear about the problem or situation you are going to
analyse: this can be very broad such as wide cultural issues within an
organisation or very specific such as reducing customer response times.
Strengths
Weaknesses
9
Opportunities
Threats
30
You may find that many of the strengths and weaknesses relate tointernal
factors such as resources, relationships and training while the
opportunities and threats are more likely to be linked to external factors
such as customer demand, market competitors etc.
The key issues that emerge can often be grouped into a few prominent
themes. These can be look at more closely in smaller groups.
Brainstorming
What is it?
Brainstorming is a method of getting a large number of ideas from a group of
people in a short time.
Brainstorming is beneficial because it gets members of a team involved
in bigger management issues, and gives each member an equal voice in
putting forward ideas and suggestions.
Tips for brainstorming:
7 dont criticise as it only inhibits ideas
3 use freewheeling imagination make mental leaps and connections
freely
7 dont adhere to logical thinking
3 build on others ideas combine ideas, hitchhike, piggyback one idea
on another.
Brainstorming often works best with a facilitator in charge of the process.
The process usually works in the following way:
define and agree the objective the clearer you can be the better, even ifit
is something like what will be the impact of the new system on staff
31
What is it?
The five whys is a technique for probing behind the answers to sometimes
intractable problems. For example:
Problem
Why?
Frustration
Why?
Why?
No forum to express
Why?
No communications strategy
Solution
Improve communications
This technique may help you to get beyond the symptoms to problems and
get to grips with the root causes.
9
32
communication strategy
33
Company profile
Research what do
you know about your
staff already? What
about staff morale,
attitudes. Beware of
making assumptions.
Is there any previous
research that could
help you with this?
Communications
objectives what
do you want to
achieve? Do you
want to raise
awareness of an
issue, influence
behaviour or form a
particular attitude on
an issue? Dont
forget these need to
be SMART (specific,
measurable,
achievable, realistic,
and timely)
Audiences who
do you want to
communicate with?
10
In company Y
Residential care home managers (in each care home)
Careers
Qualified nursing staff
Admin and other support
Housekeeping staff
APPENDIX 3: SAMPLE INTERNAL COMMUNICATION STRATEGY
34
Key messages
what do you want to
say?
Tactics/channels
how are you going to
communicate your
key messages to
staff?
35
Measurement
how will you know
that you have
achieved your
objectives?
Review do I need
to change anything?
36
Appendix 4: Important
changes to making
Employment Tribunal claims
Previously, an employee could go straight to the tribunal service, but this will
change. From 6 April 2014, if an employee is considering making an
Employment Tribunal claim against their employer, they should notify Acas
that they intend to submit a claim.
Details of how and where to do this are given below.
Acas will, in most circumstances, offer to assist in settling differences
between employee and employer. Employers intending to make a counterclaim against an employee must follow a similar procedure.
The process for agreeing settlement is called Early Conciliation. It is handled
by experienced Acas conciliators and support officers and is:
free of charge
confidential
37
11
38
Acas Training
Our training is carried out by experienced Acas staff who work with
businesses every day. They will show you the value to your business
of following best practice in employment matters and how to avoid the
common pitfalls. We also run special training sessions on newlegislation.
Look at the Acas website for up-to-date information about all our training or
if you want to book a place online, just go to www.acas.org.uk/training or
call the Acas customer services team on 0300 123 11 50.
Training sessions are specially designed for smaller companies and our
current programme includes:
39
Acas offices:
National
Scotland
East Midlands
South East
East of England
South West
London
Wales
London
Glasgow
Nottingham
Fleet, Hampshire
Bristol
Cardiff
North East
West Midlands
Birmingham
North West
Manchester
Leeds
North West
Liverpool
Helpline
0300 123 11 00
0300 123 11 50
Acas Customer Services Team who
can provide details of services and
training in your area or visit
www.acas.org.uk/training
08456 00 34 44
for questions on managing
equality in the workplace
Ref: B23
www.acas.org.uk
03/14