People & Culture

Ever tried convincing a stubborn team member to embrace a new process? Or had the urge to scream when a colleague resisted yet another software update? You’re not alone. In my two decades of experience in the shared services industry, I’ve seen every shade of resistance. From teams holding on to the “if it ain’t broke, don’t fix it” mindset to individuals fearing job loss with every change initiative. Resistance is as typical as your Monday morning coffee. But here’s the kicker: it doesn’t have to be a roadblock. It can be navigated. Understanding Resistance: What’s Behind the Wall? Before we go into tactics, let’s understand what’s lurking behind that resistance. Fear of the Unknown: Change is intimidating. People often fear what they don’t understand. Comfort Zones: Familiarity breeds comfort. Even processes that are inefficient can be more appealing than the risk of change. Past Experiences: If you’ve been burned by changes in the past, trust me, you’re hesitant to jump on board again. Loss of Control: People want agency. A change can feel like a loss of control over their work processes. Strategies to Combat Resistance Now, let’s chat about strategies. These are practical tools I’ve gathered and honed over years of leading large-scale shared service centers. 1. Open Communication Let’s kick things off with probably the simplest and most effective tool: communication. When rolling out a change, provide a platform for open dialogue. Create forums or regular check-ins where team members can express concerns and ask questions. For instance, I once led a change initiative implementing new financial software. Before anything was set in stone, I held a series of Q&A sessions. Guess what? It eased fears, clarified doubts, and built trust. 2. Show the Benefits Everyone loves a silver lining. Instead of just throwing statistics at your team, relate those numbers to their daily tasks. For example, explain how process optimization can cut hours of manual work each week, leading to less stress and more time for value-added tasks. People want to see how changes will improve their lives. If your team members can visualize these benefits, you have a better shot at winning them over. 3. Get Buy-In Early Enlist influencers in your organization. You know who they are—the ones who have their fingers on the pulse of the team. When planning a transformation, identify and engage these change champions early. Their endorsement will trickle down, influencing others positively. 4. Training and Resources Think about it: when you roll out a change, does training come after implementation? That’s often a recipe for disaster. Instead, provide training sessions well in advance. Allow time for your team members to practice and get comfortable with the new processes or tools. And hey, keep those resource materials handy. Everyone loves a good cheat sheet when navigating unfamiliar territory! 5. Celebrate Small Wins Change is a marathon, not a sprint. Acknowledge the small victories along the way. When your team starts seeing the benefits of process optimization, throw a little celebration. This could be a shoutout in a meeting or, dare I say, pizza on a Friday. One project I led involved shifting to a cloud-based platform. Every time a team met a milestone, I’d take them out for lunch. It’s amazing how that created momentum. 6. Address Concerns head-on Let’s be real: some resistance will stem from legitimate concerns. Don’t just gloss over these worries. Address them head-on. Whether it’s worries about job security or logistical challenges, having an honest dialogue can create a strong foundation of trust. 7. Iterate and Refine Change isn’t static. It evolves. Gather feedback continually and be open to making adjustments. The best leaders know flexibility is key. If something isn’t working, address it. Your team will appreciate the adaptability and increased willingness to shift moving forward. The Human Factor Here’s the thing: at the end of the day, we’re all human. Emotional intelligence goes a long way in navigating resistance. Understand individual team members’ emotions. Empathize with their fears. Remember that behind every process change is a person. Building a Culture of Change How do we make change a part of our everyday lives? Start fostering a culture that embraces change. Share success stories of transformation in your organization. Highlight teams that have seamlessly adapted to new practices. This helps in normalizing change and making it less intimidating. Resilience Matters Through my journey, I’ve realized that resilience matters just as much as the strategies we use. Encourage your team to be open and resilient amidst challenges. Challenges will arise, but viewing them as opportunities will set a proactive tone. Develop exercises that build this mindset into your culture. Small things can have a big impact over time. An Inclusive Approach Finally, remember that inclusive change management requires everyone’s input. When everyone feels involved, resistance naturally lessens. Conduct employee surveys or workshops and actively seek feedback. Hear every voice, no matter how quiet. Solutions often lie in those overlooked corners. Implementation: The Road Ahead With these strategies in your toolkit, you’re better prepared to navigate the often tumultuous waters of resistance. But remember, it’s not really about forcing change. It’s about guiding your team along the journey. Transformation doesn’t happen overnight. Embrace the bumps and celebrate the gains. Get Connected with THEGBSEDGE For a deeper dive into strategic leadership and process optimization, I recommend checking out THEGBSEDGE—the go-to blog dedicated to the shared services industry. With insights from experts like myself, you’ll uncover how to take your operations to the next level. With the right strategies and a little patience, resistance is just a stepping stone towards a more efficient, harmonious work environment. So, roll up your sleeves, keep conversations flowing, and let’s get to work on a more effective GBS!

We all know automation can revolutionize how we work in shared services. Yet, why does it feel like pushing a boulder up a hill when we bring it into our teams? If you’re an associate or specialist in a GBS team, you’ve probably faced skepticism, even resistance. It’s like introducing a shiny new toy to a group of kids who are glued to their old favorites. They’re comfortable. They know what to expect. Change? Yeah, that sounds like a hassle. In this blog post, I want to break down how we can conquer that resistance, boost our transformation efforts, and build enthusiasm for automation together. Why Do GBS Teams Resist Automation? Let’s look at the root causes of this resistance: Fear of Job Loss: “If I automate, will I still have my job?” is the nagging question. It’s normal to have worries about automation replacing human jobs. Lack of Training: People often resist what they don’t understand. If they’re not trained, they’re not going to buy into it. Comfort Zone: Change is uncomfortable. Most teams prefer the “if it’s not broken, don’t fix it” mindset. Creating a Game Plan for Transformation Your mission, should you choose to accept it, involves a structured approach. Here’s how you can flip the script: 1. Open Communication Is Key Your team needs to chat about their fears. Lay it all on the table. Create a safe space to voice concerns. Listen proactively. Ask questions like: What worries you about automation? How do you think it will affect your day-to-day tasks? 2. Education, Education, Education Conduct workshops that explain what automation is, how it works, and its benefits. Highlight successful case studies. 3. Foster a Culture of Experimentation Let your team test out automation tools. Hands-on experience can dissolve fears. Transform apprehension into excitement. Real Stories: Tackling Automation Resistance Let me share a quick story. A few years ago, I was part of an implementation team in a big shared services center. We wanted to roll out a new automation tool for the finance department. The initial reaction? Surly faces. “No time to learn this,” they groaned. But we tackled this head-on. We invited them to workshops, presented relatable success stories, and gradually let them play with the tool. Within weeks, the same team that resisted became our biggest advocates! Now they lead training sessions for newbies. That’s power. The Role of Leadership in Change Leadership plays a massive role in change. Here’s how leaders can make an impact: Be an Example: If leaders embrace automation, team members are more likely to follow suit. Provide Continuous Support: Regularly check in with your teams. Is anyone stuck? Offer help. Communicate Progress: Share wins! Celebrate successes, big and small, to keep morale high. Bringing the Team Onboard Engaging every team member throughout the transformation journey is crucial. Here’s how to do that: Involve Everyone from the Start: Make automation a team initiative. Get input from as many members as possible. Hold Regular Check-Ins: Schedule updates and feedback sessions to discuss progress and obstacles. Encourage Sharing of Best Practices: Create a forum for team members to share their experiences and tips using the new tools. Transforming Mindsets: Automation as Ally, Not Enemy Make automation feel like an ally that’s there to make workloads lighter, not a rival trying to take jobs. Here are some tips to help shift that mindset: Demonstrate Time Savings: Show how much time can be saved by automating tedious tasks. Highlight Quality Improvements: Explain how automation minimizes human error and improves accuracy. Connect Automation to Real Benefits: Be sure your team sees the connection between automation and enhanced career opportunities. The Power of Empathy in Automation Empathy goes a long way in easing fears around automation. Speak to your team’s emotions. Be their voice of reassurance. Some key practices include: Validate Concerns: Don’t brush aside worries. Respond with understanding. Maintain Openness: Keep communication lines open. Offer a space for ongoing dialogue. Build Personal Connection: Using real examples creates emotional ties, reinforcing the positives of automation. Celebrate Milestones to Maintain Momentum Every little victory counts. Make sure to celebrate them. It’s what keeps the energy high. Acknowledge Individual Contributions: Everybody likes a shoutout, especially when they step out of their comfort zones. Set Team Challenges: A little friendly competition can motivate your team to get on board with automation. Company-wide Recognition: Share success stories across the company to demonstrate the collective benefit of automation. Keep Evolving and Innovating Lastly, understand that this journey doesn’t end. Automation isn’t a one-and-done ordeal. Encourage continuous learning and innovation to keep your team engaged long after the initial rollout. Encourage Ongoing Training: Make learning available regularly to upskill and reskill. Adapt to Changes: Stay current. As tech evolves, embrace changes and ready your teams. Solicit Feedback: Regularly check in with your teams on the tools and approaches you’ve implemented. They’re the ones on the frontlines. In Closing, Embrace the Change! At the end of the day, breaking through automation resistance in GBS teams isn’t just about implementing technology. It’s about people. When you prioritize understanding, education, and empathy, you’re not just leading a transformation. You’re cultivating a resilient, empowered team ready to embrace the future. We’re all in this together, steering the ship towards shared services transformation — and trust me, the journey can be one heck of a ride! If you want to read more insightful posts on shared services, check out THEGBSEDGE blog for transformative insights across all facets of the industry.

Have you ever felt like you’re speaking a different language with your colleagues, even when you’re all using the same words? This is a common challenge in global teams where communication isn’t just about the words exchanged; it’s about culture, context, and connection. Each time we interact with team members from diverse backgrounds, we’re navigating a complex web of expectations, norms, and communication styles. Embracing Cultural Differences Let’s take a moment to recognize that every team member brings something unique to the table. When I first started out in shared services, I faced my share of communication barriers. I remember one meeting where an Indian colleague was nodding in agreement. To me, it felt like we were aligned. But later, I learned that nodding often signifies acknowledgment rather than agreement in some cultures. That initial misalignment led to a project delay. This experience taught me that being aware of cultural nuances can change the game. So, what are some ways to embrace these differences? Conduct Cultural Awareness Training: This isn’t just for new hires. Regular training can help everyone understand diverse communication styles. Encourage Open Discussions: Create spaces where team members can share their cultural backgrounds and communication preferences. Adapt Your Style: Adjust your communication approach based on who you’re speaking with. Some might prefer directness, while others favor a more nuanced exchange. The Power of Active Listening Too often, we think we’re listening but we’re actually just waiting for our turn to speak. In global teams, practicing active listening can help us bridge communication gaps. I recall a team call where a project lead was sharing his insights, and instead of interrupting with my own thoughts, I focused entirely on what he was saying. Later, I found out that he appreciated that, and it strengthened our working relationship. Here are some simple tips for enhancing active listening: Clarify What You Hear: Repeat back what you understood. It voids potential misinterpretations. Ask Open-Ended Questions: These encourage team members to elaborate and share more than yes or no. Stay Present: Avoid distractions during discussions. Put your phone down, close email, and focus. Leverage Technology In my work as a shared services expert, I’ve seen how technology can either be a barrier or a bridge. Communication tools like Slack or Microsoft Teams allow us to collaborate seamlessly, yet they can be overwhelming if not managed right. Here’s how to use technology effectively: Choose the Right Platforms: Different teams might prefer different tools. Get everyone on the same page. Opt for Video Calls: Face-to-face interaction, even virtually, can help establish rapport and clarify tones. Use Visuals: Charts and infographics can make complex ideas easier to understand across language barriers. Feedback Loop: The Importance of Checking In Imagine you’re running a race, but you never look back to see if your team is keeping up. To avoid communication breakdowns, establish a feedback loop. I once managed a project where teams were geographically spread out. Regular check-ins weren’t just a formality; they were vital. They provided everyone a platform to voice their challenges and share insights. This practice improved transparency and trust. To implement effective feedback loops: Schedule Regular Check-Ins: Weekly or bi-weekly meetings keep everyone on track. Use Anonymous Surveys: These can garner honest feedback without fear of judgment. Encourage Peer Reviews: This fosters collaboration and continuous improvement. Building Relationships: Beyond the Professional Remember that behind the screens and conference calls are human beings. Building personal connections can significantly ease communication barriers. I’ve always found that sharing a cup of coffee or casual chat about non-work topics goes a long way. Personal relationships foster trust and open communication lines. Here’s how to cultivate personal connections: Organize Virtual Coffee Breaks: Casual chats can help team members bond. Share Personal Stories: Opening up on a personal level encourages others to do the same. Celebrate Wins Together: Recognizing achievements, big or small, creates a sense of unity. Reflecting on Your Communication Style Are you aware of how your communication style affects your team? Some people are more reserved, while others are assertive. Understanding your communication style and how it can impact your interactions is crucial. Reflect on these questions: Do I interrupt frequently? Am I open to feedback? Do I adapt my style based on who I’m communicating with? Taking time for self-reflection can open avenues to improve communication and collaboration within your global team. Emphasizing Language Clarity Unclear language can be a huge barrier. I’ve encountered situations where jargon made discussions confusing. Everyone has their own lingo, and it might not be familiar to everyone else. Here are a few strategies to ensure clarity: Avoid Jargon: Use simple language that everyone can understand. Summarize Key Points: Recap critical information to ensure no one misses it. Encourage Questions: Make it known that it’s okay to ask for clarification. Use Humor Wisely Humor can break the ice, but it’s crucial to tread lightly. What’s funny in one culture might not translate well to another. However, when used appropriately, humor fosters a relaxed attitude. The key is to keep it light and relevant. A playful remark about a common experience can elicit laughs and bond the team. Just remember to be mindful of cultural sensitivities. Celebrating Diversity in Communication Every communication barrier presents an opportunity to grow and adapt. The unique perspectives each team member brings can lead to innovative solutions and fresh ideas. In my experience, the most successful global teams embrace these differences as assets. Conclusion Communication barriers in global teams are real, but they can be navigated with intention and creativity. By understanding cultural differences, actively fostering relationships, leveraging technology, and encouraging open dialogue, we can pave the path for success together. The shared services landscape demands adaptability, collaboration, and an appreciation for the diverse tapestry of human interaction. If you’re interested in transforming your approach to shared services and mastering communication in global teams, check out THEGBSEDGE blog, where I share insights on shared services transformation and leadership. Let’s make meaningful connections in our

Do you ever feel like your team’s communication could use a serious upgrade? You’re not alone. In shared services, where different teams and functions often intersect, clear communication is crucial. Having spent over 20 years in the outsourcing and shared services industry, I’ve seen firsthand the chaos that arises from poor communication. It’s not just about getting messages across; it’s about building relationships and trust. Let’s dig into some strategies that can help bridge those pesky gaps in communication. Understanding the Landscape Before we jump into tactics, let’s understand what we’re dealing with. Shared services often involve complex operations with multiple stakeholders—finance, HR, IT, customer service—you name it. Each department has its own language, processes, and needs. When you throw different cultures and time zones into the mix, things can get tricky. The key here is to foster an environment where openness is prioritized. 1. Create a Culture of Openness How can you build a team culture that values communication? Start with these actions: Encourage Feedback: Create avenues for team members to share their thoughts. Regular feedback sessions can enhance morale and promote transparency. Active Listening: Promote active listening practices. When team members feel heard, they’re more likely to engage in future conversations. Inclusive Meetings: Ensure everyone has a chance to voice their thoughts during meetings. Make it clear that different perspectives are valued. 2. Leverage Technology Wisely Technology can either be a bridge or a barrier. Here’s how to ensure it serves as a tool for better communication: Utilize Collaborative Tools: Platforms like Slack or Microsoft Teams can streamline communication, allowing for real-time collaboration. Shared Document Repositories: Use cloud services for documents. This gives everyone access to critical files and keeps information flowing smoothly. Virtual Coffee Breaks: Don’t shy away from using video calls for casual chats. It builds rapport and makes conversations feel more personal. 3. Establish Clear Expectations and Goals A team without clear goals is like a ship without a rudder. Here’s how to set everyone on the right path: Transparent Goals: Outline team objectives and ensure everyone knows their role in achieving them. Regular Check-ins: Schedule check-ins to assess progress and recalibrate goals as necessary. Celebrate Successes: Recognize team achievements, both big and small. This fosters camaraderie and reinforces the shared mission. 4. Be Personable and Relatable In the grind of shared services, it’s easy to forget the human element. Don’t let the faceless emails and reports numb the vibe. Here’s how you can keep it real: Personal Stories: Share your experiences. Stories resonate; they connect people. Empathy in Communication: Understand your teammates’ perspectives and challenges. This cultivates strong relationships. Informal Interactions: Make time for non-work chats. Whether it’s sharing a funny meme or discussing weekend plans, every interaction counts. 5. Continuous Improvement No communication strategy is carved in stone. Here are ways to stay adaptable: Monitor Communication Effectiveness: Regularly assess how communication is flowing within your team. Use surveys or anonymous feedback to gauge effectiveness. Adapt to Changes: Stay open to altering your strategies based on feedback and team dynamics. What works today might need a tweak tomorrow. Invest in Training: Provide training on communication skills. This can be beneficial for all team members, not just new hires. Final Thoughts Working in shared services doesn’t have to feel like navigating a minefield. Elevating communication is key to unlocking your team’s full potential. If you start building a culture of openness, using the right tools, being personable, and continuously seeking improvement, you’ll see significant gains in collaboration and performance. Let’s face it, no one wants to feel lost or overlooked at work. So, implement these strategies, and watch how your team transforms into a well-oiled machine. For further insights on shared services, transformation, and leadership, I highly recommend checking out THEGBSEDGE, where I share more strategies and tips on enhancing team dynamics. Together, let’s bridge those gaps and enhance communication in shared services!