Listening isn’t just polite; it’s powerful. Delivering change successfully requires more than plans and processes—it demands trust and engagement.
When implementing change, adopting a “You Said, We Did” approach can transform the way people perceive and engage with the change process. By listening, responding, and demonstrating impact, this method builds credibility and fosters trust. Here’s why it works and how you can apply it.
Phase 1: “You Said” – Gathering Feedback
The foundation of any successful change initiative is understanding the people it affects. The “You Said” phase focuses on listening to the concerns, pain points, and aspirations of stakeholders.
This isn’t just about ticking boxes in a feedback exercise; it’s about deeply understanding human concerns and translating them into actionable insights. Research by Amy Edmondson (*The Fearless Organization*) emphasizes the value of creating psychological safety, where stakeholders feel heard without fear of dismissal or retribution. This phase drives towards a clear problem statement, framed empathetically to reflect that their voices matter.
Examples:
“You said processes are too slow.”
“You said communication feels unclear.”
Phase 2: “We Did” – Delivering on Promises
The “We Did” phase is where action meets accountability. For every concern raised, demonstrate how it has been addressed. This isn’t just communication—it’s evidence of meaningful impact tied directly to stakeholder input.
Transparency is key. Celebrate improvements, acknowledge ongoing work, and ensure stakeholders see how changes directly benefit them. As Peter Drucker famously noted, “What gets measured gets managed”—this phase relies on showing measurable results tied to feedback.
Examples:
“We streamlined processes to reduce response times by 30%.”
“We implemented clearer communication tools, ensuring faster issue resolution.”
“We’re still working on [X], and here’s what we’re doing to address it.”
Why This Matters
The “You Said, We Did” approach isn’t just about engagement; it’s about trust, accountability, and tangible benefits. Many change initiatives fail because they prioritize organizational goals over people’s needs. By aligning improvements with feedback, you create a sense of ownership and shared success. This approach ensures adoption happens smoothly, setting the stage for future collaboration and goodwill.
Timing Is Critical
The “You Said” phase belongs in the early discovery or investigation stages, while the “We Did” phase should coincide with deployment or adoption. Don’t delay until post-implementation benefits analysis, as the immediate feedback loop is crucial to driving stakeholder buy-in.
Key Takeaways:
Trust: Listening and acting on feedback builds credibility.
Engagement: Aligning change with people’s needs fosters collaboration.
Outcomes: Direct responses to concerns ensure better adoption and smoother transitions.
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