Welcome, Harmonious Workplaces listeners! In their 65th episode, hosts Rich Cruz, Sharyl Volpe, and Ben Kleinman dive deep into the recent ACMP Global Conference, sharing invaluable insights on how to help your teams better communicate and navigate the ever-present currents of change. Ben Kleinman, an attendee, brought back a wealth of knowledge from the Association of Change Management Professionals (ACMP) conference, which gathered around 800 change professionals from across the globe in Chicago.
One of the foundational discussions from the outset was the critical distinction between change management and project management. While project management focuses on process groups and knowledge areas, it surprisingly lacks explicit guidance on managing the human element of change. Change management, as highlighted by the hosts, is a distinct and crucial discipline that has gained recognition and still has significant room for growth within the professional landscape. The ACMP aims to advance this field, moving beyond just certifications to promote more research into organizational-level change capability.
Unpacking the Core Themes of Change
The conference illuminated several fascinating themes, sparking lively discussion among the hosts:
The Science and Neuroscience of Change
A prominent theme was the understanding that our reactions to change are deeply rooted in biology and neuroscience. These biological principles automatically influence how individuals respond to communication and how change is messaged and felt. The goal isn’t manipulation, but rather to use this understanding to foster healthier conversations and more effective change processes. While often overlooked in organizations, this scientific underpinning is crucial for articulating new, effective strategies for clients. This emphasis on the human element ties into broader discussions about psychological safety and the normalization of mental health conversations in the workplace. Sharyl noted how understanding different behavioral responses (like fight, flight, or fawn) can signal underlying issues. Rich added that organizations like SHRM (Society for Human Resources Management) are actively addressing mental health and civility in the workplace, recognizing that 8.3 million acts of incivility occur every hour, fueled by political tensions, burnout, and stress. This focus aims to create safer environments where people can listen and engage more productively.
The Rise of Quotients (EQ, AQ, CQ)
The conference highlighted various “quotients” beyond the traditional IQ, including Emotional Quotient (EQ), Adaptability Quotient (AQ), and Change Quotient (CQ). While some might view these as reductive, the hosts agreed they are highly beneficial for naming and measuring phenomena that are already present in the workplace. Naming something gives it substance, allowing it to be measured, evaluated, and used as data to advance understanding and provide a shared language for teams. Attendees widely found these discussions appealing and useful.
AI as a Stakeholder
A particularly thought-provoking concept introduced was the idea of managing AI as a stakeholder. While AI cannot replace human empathy and compassion—a point reinforced by an Illinois bill stating AI cannot replace licensed therapists—its growing presence raises new management considerations. Rich found the notion of AI as a stakeholder “scary” due to inherent biases and the need for careful input and training. Sharyl emphasized the importance of distinguishing between AI companionship and genuine human connection, urging continuous awareness to maintain this critical difference in our minds. The discussion underscored that human influence and communication skills remain irreplaceable, requiring individuals to prepare and engage directly with others.
Improv and Movement Techniques for Change
One of the most “cool” aspects of the conference was the use of improv and movement techniques to help attendees feel the impact of change and communication. These techniques, often born from the world of improv, create a safe environment to experience what effective or challenging conversations feel like, or the overwhelm associated with rapid change. For instance, exercises included recognizing subtle physical changes to illustrate the difficulty of noticing ongoing change, and using “Yes, and…”, “Yes, but…”, or “No” responses to viscerally understand how conversation dynamics shift. Participants even engaged in timed, queued responses to random words, demonstrating how quickly listening becomes challenging when multiple inputs are present. Sharyl, with her background in improv and puppetry, attested to the effectiveness of these scalable methods, even for large groups or online settings. These experiential exercises reinforce the connection between biology, neuroscience, and psychological safety, highlighting how techniques can help individuals recognize automatic responses and navigate overwhelming situations more effectively. Rich noted that professionals in change management are often drawn to social, artistic, and enterprising work, making such creative interventions a natural fit.
The Future of Change Management
Looking ahead, the hosts discussed what they’d like to see ACMP prioritize for the future of the change management profession:
- Rich Cruz advocated for the continued human-centric route. He emphasized that since people, not robots, are the ones engaging with and paying companies, there will always be a fundamental need for human-to-human interaction and understanding within organizations.
- Sharyl Volpe highlighted the need for continued awareness and understanding of AI’s “companion therapy” aspect. She stressed the vital importance of differentiating between the experience of interacting with a screen and genuine human connection, especially as AI tools become increasingly sophisticated and lifelike.
- Ben Kleinman focused on meaningfully scaling change across large organizations. While many techniques work well in small groups, there’s a distinct “muscle” needed to roll out and sustain change across tens of thousands of people globally. He also underscored the importance of further research to help organizations, not just individuals, become more adept at managing change.
The Harmonious Workplaces team concluded by thanking Ben for his insightful summary, reinforcing the podcast’s mission to help listeners “Make Change Your Friend.” This episode truly underscored the complex yet fascinating interplay of human psychology, technological advancements, and practical strategies in navigating the ever-evolving landscape of workplace change.
Links
Harmonious Health Check: https://harmoniousworkplaces.com/harmonious-health-check/
Hermie the HR Hermit Crab: https://harmoniousworkplaces.com/hermie-the-hr-hermit-crab/
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