What do you do if your client in IT Strategy is resistant to change and causing conflict?

One of the first acceptance as a consultant is to acknowledge that clients don't resist for the fun of it. There is some need that is not getting fulfilled which is showing up as resistance. It may even be that they have not understood the value add your strategy is bringing it may be that there is a threat to their current position that they can sense out of it. And before you move further to go resolve you may want to make a decision on if you would like to address it.. in some cases it may be beyond your control or may not be legit sometimes... And if you don't want to adress it it's better to accept that and get up from the table else.. move to the next steps mentioned in this article

Basically time to hear their perspective and acknowledge it, even if you are not aligned. As there might be more factors behind that decision and perspective they carry which we may not be aware of. Try and understand those and that strengths trust taking you in long run.

When faced with client resistance to change, the first crucial step is to acknowledge their concerns. This involves actively listening to their fears, objections, and doubts without judgment. The goal is not to agree with them, but to show respect for their point of view. By validating your client's feelings, you create a foundation of trust and open communication. Let them know that you understand their hesitation and that their concerns are valid. Avoid dismissing or minimizing their emotions, as this can further entrench their resistance.

Tactful education and flexibility in the process is vital. Frank Underwood in House of Cards said and I quote "You can't turn a 'no' into a 'yes' without a 'maybe' in between.” Build trust, rapport, engage in negotiation and be open to compromise and be patient throughout the process

The only reason any strategy should remain untouched is because it is delivering perfectly against the goals and objectives. For IT strategy, the landscape changes so rapidly that this is rarely the case. IT Strategy is all about change. It's also not good enough to theorise a change: it has to be put into practice and deliver the results. If your client is resistant to change, they should not really have hired you in the first place! But you should tactfully make these points to them to ensure that they do change and realise the value that they are seeking.

Collaborative approach is extremely useful in overcoming resistance. I once worked with a Fashion retailer who was hesitant to adopt a cloud-based ERP system. We held a meeting to understand their specific concerns. They were worried about data breaches, disruption caused by migrating and high cost. We presented case studies about improved operational efficiency, reduced downtime, and real-time data for decision making for organizations using cloud-based ERP system. We also ran a pilot for finance dept to demonstrate the real value. Lastly, we created a joint communication plan to inform stakeholders and address potential anxieties. This collaborative approach helped us built trust, and ultimately led to the successful implementation.

In IT strategy, collaboration is key! When clients resist change, it's an opportunity to foster dialogue and understanding. Emphasise the benefits of innovation, listen to concerns, and co-create solutions together. Collaboration conquers conflict! 💡🤝

Provide your client with a detailed plan that outlines each step of the transition, including timelines, required resources, and potential risks. Explain how you will mitigate these risks and support them throughout the implementation. Acknowledge that change can be scary but reassure your client that while there may be challenges, the long-term benefits will outweigh the short-term discomfort. Emphasize that you will be there to guide them through the process and ensure a smooth transition. Clearly articulate the advantages of the proposed changes, such as improved efficiency, cost savings, or enhanced functionality. Help your client visualize how the new technology will benefit their business and address their specific needs.

When tackling resistance in IT strategy, start by directly talking to those who are hesitant to understand their concerns. Include key stakeholders in decision-making to foster ownership and reduce opposition. Implement changes in manageable phases, showcasing early successes to demonstrate benefits. Remain flexible, adjusting your approach based on feedback and showing empathy. Set up ways for people to give ongoing feedback, and empower enthusiastic individuals to champion the change among their peers. Keep highlighting how the change benefits both individuals and the organization to maintain motivation. By following these steps, you can more effectively manage resistance and ensure a smoother transition for everyone involved.

Most strategic change is not a one-off project: it's a movement that you are creating. All movement has inertia so it's important that you offer continuous support to maintain the momentum and help your client to implement the change and realise the value. The worst outcome is to let the immune system of the organisation destroy the change that you are making because it 'thinks' that it is wrong. Stick with it and persist with the change and you will see value that ultimately defeat the system. If your strategy is good that is!

In my opinion any client engagement is a relationship…and every relationship is fraught with +s & -s.I firmly believe that every human being has to be talked to, in order to understand his viewpoint.All engagements go though a process of conflicts,just because there are human beings and that each one has his vested interest.Some conflicts gets beaten down due to high-command’s high handed approach,some get beaten due to one party giving-way to the other but some get stuck for various reasons like attitude,ego or may be due to a genuine requirement In all such stuck-up cases a common understanding of all parties has to be in place/achieved.Based on business benefits one will have to give way to the other or escalate it and get it resolved

CHANGE is CONFLICT. Conflict in "what has always been true" with "what we are going to do instead". Conflict in the old operating model that got us this far...and a new operating model that will get us somewhere else in the future. For those that are resistant to change, and causing conflict in the team and the project, what needs to be highlighted is two-fold: 1) celebrate the success of the past and the current. Great decisions were made in the past to achieve goals that some thought impossible. BUT it seems we've hit roadblocks/constraints that are showcasing its impossible to duplicate without change and 2) describe the new model, how it overcomes the barriers, and creates opportunity to become even greater than the current state.