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16 Fleet Maintenance | November/December 2018
Frustration – A person will recognize
the diff erences because of the change,
and sometimes become angry or frustrated
by them.
Depression – Low morale and low
energy results from the frustration.
Experiment – Th ere will be initial
engagement with the change.
Decision – Aft er engagement, people
will learn how to work with the
change and start to feel more positive
about it.
Integration – Finally, changes are willingly
integrated into the workfl ow.
Guide technicians
through the change curve
Once it is understood how technicians
will react to a change, fl eets can prepare
to guide their team through every stage.
Th ere are fi ve stages of leadership
which should ‘combat’ the stages of the
change curve: vision, engagement, coaching,
recognition and demonstration.
Vision – Create a shared vision among
employees by helping them understand
the change, the reason for the
change and the benefi ts of the change
once implemented.
Engagement – Explain the importance
of the change. Do not give up when
there is resistance.
Coaching – A combination of support,
challenge and direction. Help others
achieve changes that may be diffi cult
to implement into their workfl ow.
Don’t let obstacles get in the way.
Recognition - Acknowledge achievement
and continue to clarify the benefi
ts of the change.
Demonstration – Assure benefi ts have
been gained from a change being
implemented and that they will not
be lost. Be a role model.
Some technicians may sail through
the change curve and others may get
‘stuck’ in a stage. Th e important thing is
to fi nd ways to get everyone in the fl eet
on board with the changes. If a fl eet is
doing “everything right” in communicating
with a team member and they
are still resisting, consider giving more
consideration to their perspective. Was
this person or department considered
in the process to implement the change?
Were they given time to respond, critique
or provide input in the decision? If not,
perhaps they are seeing something that’s
been missed, and in that case, it’s important
for them to be heard.
» The goal is to find
ways for everyone in
the fleet to get on
board with changes.
Photo courtesy of Paccar
Lack of
understanding
from the technician
means inefficient
communication
and guidance from
management.
when a change is introduced. Th e stages
are: shock, denial, frustration, depression,
experiment, decision and integration.
Shock – A feeling of surprise or being
caught off guard when a change is
introduced.
Denial – Disbelief the change is taking
place. Oft en, the person will look for
evidence that it will not take place.
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