Votre équipe soutient de nouveaux processus, mais les demandes des clients se heurtent. Comment gérez-vous cette situation difficile ?

Start by understanding the core concerns on both sides. Open a dialogue to find out where the conflicts are and where interests might align. Two points to think about: (1) Find a win-win compromise: Adjust the new processes slightly to meet some of the client’s needs without compromising your team's goals. (2) Keep communication open: Ensure both parties feel heard and valued, which helps foster cooperation and smoother implementation.

In this case I will assess needs in 3 steps and use 2 tools: Voice of Customers & Voice of Employees. Step 1 aims to understand the Customer Feedback by analyzing their experiences and expectations. I then categorize this feedback into specific areas that require development or improvement. Step 2 aims to engage with Process Owners during a workshop, who are directly involved in running the processes. This step is crucial for identifying where employees encounter difficulties or inefficiencies. Step 3 aims to align Customer Needs with Process Improvements by identifying and prioritizing the common areas where customer issues overlap with process improvement needs.

Encourage everyone to share their thoughts and concerns without fear of judgment. Active listening is key, so make sure everyone feels heard. Remember, a collaborative approach leads to better solutions for everyone involved.

Comprising may bring about a mutual concession where both sides need to give up something to get something. But it does not solve the underlying issues. Your teams & clients may move on temporarily, but they would still feel discontented at the end of the day. Instead, consider a more pragmatic approach, COLLABORATE & SYNERGIZE. As the effective change leader, your role here is to bring out the best in your team + clients' team = ONE TEAM. Show them (don't just talk) WHY together they can work this out & HOW new processes can meet demands, giving them the required latitude. Keep these relationships positive & energised. Tips: 1. Be an ambidextrous leader who is both task-oriented & relationship-oriented. 2. Synergy = 1 + 1 equals 3.

Seeking compromise and flexibility is key when balancing client demands with new processes. It involves identifying areas where adjustments can be made without sacrificing the core benefits of the processes. For instance, you might offer to modify timelines, prioritize certain deliverables, or tailor specific elements of the process to better meet the client's unique needs. This approach shows the client that you are willing to collaborate and accommodate their preferences while still upholding the essential aspects of the new system. By finding common ground and being open to negotiation, you can create a solution that satisfies the client while maintaining the integrity of the processes.