5 mistakes that create resistance to change

Have you ever rolled out an important initiative that you had the legal right to mandate, and it made perfect commercial sense, yet franchisees still resisted it?

This is a common challenge caused by franchisors failing to appreciate basic psychological principles.

Here are five common mistakes and some thought starters to prevent them. 

#1: Misinterpreting silence for agreement

Why it’s a mistake: When you announce something new that will impact franchisees businessés, their minds will be busy processing what they’ve just heard. Asking too soon if they have any questions will often be met with silence, which can be misinterpreted as acceptance.

Solution: Allow time for people to gather their thoughts and use constructive small-group discussion to collect their concerns and questions. But don’t use Town Hall meetings, as these can make things worse. (For the reason why, read this article by Greg Nathan on Why I Hate Town Hall Meetings.)

#2: Not consulting with the right stakeholders

Why it’s a mistake: Often, we forget to consider the needs of the groups that must implement the change or could block it. These are the people who will be impacted for better or worse, for instance, the staff of franchisees, suppliers or franchisor team members not directly driving the change.

Solution: Draw up a stakeholder map and take the time to ask representatives of these groups what they need in order to make the changes work. Also, involving them in the process will add to their commitment.

#3: Trying to talk franchisees out of their feelings

Why it’s a mistake: Change is often associated with uncertainty, inconvenience, unexpected expenses and a loss of control. These trigger the brain’s threat response, cloud people’s thinking and can create feelings of paranoia.

Solution: People will not listen to your logic until they feel their concerns have been acknowledged. Empathetic listening calms the brain and enables people to be more receptive to what you have to say.

#4: Treating the change process as a sales exercise

Why it’s a mistake: Most franchisees are astute business operators and will become suspicious if you try to influence them through slick sales presentations and corporate buzzwords. In fact, the more you push, the more they’re likely to dig in their heels.

Solution: Franchisees respond best to factual, relevant information presented clearly and simply. Rather than just presenting information, you’ll make more progress by using two-way communication processes, such as a Group Scoop.

#5: Giving up when faced with resistance

Why it’s a mistake: There’s a natural emotional process to adjusting to changes we haven’t chosen, which includes shock, despondency and then anger. If franchisees get mad, it doesn’t make the change wrong; they may just be still getting used to the idea or testing your commitment.

Solution: Accept that some resistance is a good thing, as it signals engagement with the process. Passivity or silence is problematic, as it can mean people don’t care or aren’t being honest about their feelings. So, listen to strong feedback with an open mind while also sticking to your convictions.

Here’s an idea: If you are introducing changes to your network (and who isn’t) and you’re interested in learning cutting-edge, practical strategies to prevent defensiveness and maximise success, consider joining our Getting Franchisee Buy-in to Change workshop.