Handling Resistance with Two-way Communication

One of the best tools a leader can employ is two-way communication, giving and receiving messages face to face if possible or by whatever medium is employed. Let us, for this article, specifically consider communication in handling resistance. Whenever leading change, resistance can be expected. Employing effective communication is the most important leadership skill to overcoming resistance.

Every problem can be seen as an opportunity—an opportunity to engage in back and forth communication and find solutions. Facing resistance provides the opportunity to engage in two-way communication to discover the reasons behind the resistance and reach mutual accord toward forward progress. Open resistance is actually desirable because it begs for communication and resolve. Covert resistance may take longer to detect and address. However, when it becomes apparent—and it surely will eventually—it still is an opportunity to initiate productive communication.

If you are a leader proposing change, you must believe the change is for the best—the best for your organization and for its members. If not, why are you doing it? So, if the change is for the best, your job as the leader is to convince all parties involved. You must compellingly communicate the vision, identify obstacles and overcome them. You must understand why there is resistance, which means listening as well as telling. The benefits of these two-way conversations will serve the greater good if you are 1) able to identify and correct flaws in your plan, 2) able to allay fears and ameliorate the plan, and 3) able to win greater support and buy-in to the change vision.    

As well as confronting resistance, there is often resistance to having a conversation about the problem. Tough conversations are certainly not comfortable for you or your organization. So why would you want to subject yourself and your organization to discomfort? In her book, Fierce Conversations, Susan Scott offers this answer: “Because what’s on the other side of your toughest issue is worth it: relief, success, health, freedom from stress, happiness, a high-performing team, a fulfilling personal relationship. And because of what’s in store for you if you continue to avoid addressing and resolving the tough issues” (Scott, 2004, pp. 124-125).[1] 

  

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[1] Scott, S. (2004), Fierce Conversations. Achieving success at work and in life, one conversation at a time. New York: Berkley Publishing Group