Category: Leadership & Culture

Leading with Empathy: Supporting Managers Through Organizational Change

by Jennifer Yaros

Leading Through Organizational Change: A Guide for L&D Professionals—Part 3

In the first two articles of this series, we explored the emotional landscape of organizational change and the pivotal role of tailored training and transparent communication. We’ve established that acknowledging employee emotions and providing the right skills are fundamental to navigating transitions successfully.

Now, in this third and final article of the trilogy, we’ll take a look at the leaders on the front lines: managers. Managers form an essential link between executive strategy and the employees. During times of change, their role magnifies beyond simply managing tasks to calming fears, clarifying confusion, and motivating their team members to move forward. 

Equipping managers to lead with empathy and with the practical skills to manage change is vital for successful organizational change. This article provides strategies for L&D professionals to empower managers to rise to the occasion as confident and effective change leaders, ensuring that teams remain engaged, productive, and resilient.

The L&D Opportunity: Supporting Managers as Change Leaders

Once a change is announced, employees naturally look to their immediate managers for guidance and interpretation. A manager’s ability to respond with empathy and clear communication can make all the difference in their reactions to change. Yet the fact that managers are often navigating their own emotional responses to the change can make it difficult for them to provide support and guidance to others (the proverbial oxygen mask).

This reality offers L&D the opportunity to step in and provide the dedicated support and training managers need to translate high-level change initiatives into actionable, everyday realities for their teams. To guide employees through change, managers need a unique skill set, including:

  • Empathetic communication: The ability to listen actively and validate employee concerns, even when managers themselves don’t have all the answers
  • Conflict resolution: Skillfully navigating disagreements and resistance that may arise within the team
  • Coaching through ambiguity: Guiding team members through periods of uncertainty and helping them adapt to new workflows or responsibilities

Without proper training in these areas, even the most effective managers can struggle, leading to inconsistent messaging, decreased team morale, and a stalled change initiative.

Setting Managers Up for Change Success: Two Tales of Change Implementation

Let’s start with a familiar story: A large organization is undergoing a significant digital transformation. Though employees receive excellent technical training for the new systems, leadership soon finds that the change initiative has stalled. Productivity is dipping, and resistance among teams is high.

The problem isn’t the technology; it’s the human element. Mid-level managers, caught between strategic goals and their teams’ anxieties, are struggling. They are unprepared to handle the emotional fallout and don’t have the tools to lead their teams through the uncertainty. This stalling is a common outcome when manager support is treated as an afterthought.

But what if the story began differently?

Imagine a second company, also preparing for a major digital transformation. This organization’s leadership recognizes that managers are the linchpin for a smooth transition. Months before the rollout, key leaders decide to invest in preparing their managers. To ensure they equip their managers with the right skills and tools, the leaders partner with a strategic L&D team.

Together, the leadership and L&D vendor-partner team craft a comprehensive program that includes:

  • Practical change management workshops that give managers a framework for leading through uncertainty
  • Customized coaching and mentoring programs to build managers’ confidence in handling difficult and emotional conversations
  • A broader leadership program focused on empathetic communication and other essential change management skills.

When the transformation is officially launched, the managers at this organization are prepared to guide their teams with confidence, address concerns with skill and empathy, and champion the benefits of the change. The result: a successful, on-time rollout that fosters rapid adoption while maintaining high employee morale.

The differences between these two stories lie in proactive preparation and a deep understanding of how the L&D function can add value. Investing in manager readiness before a change isn’t an “extra”; it’s the foundation of a successful transformation.

 

Change Management Tools and Resources for Managers

Beyond formal training, L&D can support managers by creating practical, on-demand resources that help them with the daily challenges of leading their teams through change. These tools can be a powerful resource for a manager facing a difficult conversation or trying to make sense of a new process.

Some especially effective tools include:

  • Conversation guides: Templates of talking points and key messages can help managers communicate consistently and clearly about the change. These resources might include techniques for announcing a new team structure or explaining the rationale behind a new workflow. (Wondering what a conversation guide might look like? Download our Manager Communication Template.) 
  • Emotional intelligence checklists: Simple checklists can help managers prepare for one-on-one meetings by reminding them to listen actively, show empathy, and check in on each team member’s emotional well-being.
  • Leadership toolkits: A centralized digital hub containing all change-related resources—including FAQs, project timelines, training schedules, and links to support services—ensures managers have quick access to accurate and up-to-date information.

change managment blogs and case studies

 

Empowering Managers: SweetRush’s Approach to Change Management Success

As the face and heart of the organization for their teams, managers are key drivers of successful organizational change. By championing managers’ need for targeted support and training, L&D professionals can amplify the positive impact of a change initiative across the entire organization. 

When managers are equipped to lead with empathy and clarity, they can effectively address employee concerns, maintain team morale, and ensure that their team moves through the transition together. Multiplied across the organization, these benefits lead to smoother change adoption and a more resilient and trusting culture for the future.

To achieve these outcomes, expertise in creating practical, user-friendly support systems for managers navigating change is vital. Empathy is equally important: This mission-critical learner audience is short on time and needs solutions that are immediately applicable and deeply impactful.

At SweetRush, we bring our empathy and expertise to the table to help our client-partners support their managers with resources ranging from on-demand tools to holistic learning strategies. In addition to standalone interactive, mobile-friendly, moment-of-need resources, we also develop more comprehensive training solutions, including:

  • Leadership development programs focused on change management
  • Customized coaching and mentoring programs for managers
  • Practical, hands-on change management workshops to provide managers with proven tools and techniques to guide and support their teams 

A blended approach ensures that managers receive support exactly when and where they need it in a range of modalities, whether it’s a quick resource they access on their smartphone or a deep, skill-building workshop.

Case Study: Empowering Future-Ready Teams

An engaging, scenario-based training experience created by SweetRush helped managers learn to navigate change and coach their teams more effectively.

 

The challenge: 

A leading global technology company needed a comprehensive training initiative to prepare its managers and their teams for an evolving business environment and organizational change.

The solution: 

SweetRush and the client-partner crafted a manager-focused program centered on change management that:

  • Integrated coaching strategies to drive development and results
  • Employed character-based scenarios and simulations for an authentic, engaging learning experience
  • Enhanced the program with custom graphics and animations to vividly illustrate concepts

The impact:

The approach demonstrated the power of blending strategic management training with engaging, multimodal learning experiences. The scenarios and simulations brought coaching strategies to life by making abstract concepts, like coaching through change, more tangible and relatable for the managers.

 

Change managment - Case Studies

 

The L&D Opportunity: Empowering Managers as Drivers of Organizational Change

Managers are vital partners in organizational change thanks to their unique role in translating high-level directives into action. Equipping them with the necessary tools and resources is essential for ensuring the success and adoption of change initiatives across the organization. (To explore what a moment-of-need performance support tool might look like, we encourage you to download the Manager Communication Template.) 

This business-critical investment in manager support represents one of three key ways L&D teams can proactively support senior leadership and position themselves as indispensable strategic partners in any change journey.

If you’d like to understand more about the emotional landscape of change, revisit the first installment of the Leading Through Organizational Change series, which offers models and practical strategies for L&D to support employees emotionally during change initiatives. In the second installment, we delve into how L&D teams can leverage training and communication to equip employees with the skills and information they need to adapt to—and adopt—organization-wide changes. 

Is your organization facing a change management challenge all on its own? Reach out to chat about opportunities to drive business growth and support your leadership, managers, and teams with our proven strategic consulting approach to change management.

 

Looking for more on how L&D leaders and teams can support leaders, managers, and employees through change initiatives? Check out these related articles in our Leading Through Organizational Change series: 

The Power of Training and Communication in Times of Organizational Change

by Jennifer Yaros

Leading Through Organizational Change: A Guide for L&D Professionals—Part 2

 

Previously, we discussed how understanding and empathizing with the emotional rollercoaster employees face during organizational transitions presents a critical first step for L&D leaders in becoming effective change agents and strategic thought partners within their organizations. In the first article of this three-part series, “Understanding the Emotional Landscape of Organizational Change,” we dove into how feelings like resistance, anxiety, and even fear can emerge, and how crucial it is for L&D professionals to step in and acknowledge those emotions.

Now, we’ll consider the skills and knowledge gaps that can emerge during organizational change and how L&D can leverage training and communication to support employees through the change. The truth is, effective training is what truly ensures employees have the skills and knowledge to adapt to new roles, technologies, or processes. And alongside that, clear, honest communication is what builds the trust and alignment absolutely crucial for any change to succeed.

In this second article in the three-part series, we’ll delve into how L&D can strategically leverage training and communication to drive efficiency, productivity, and alignment during periods of organizational change.

 

Providing Tailored Training Programs

Organizational change often requires employees to adapt to new roles, technologies, processes, or all of the above . As L&D professionals, we play a central role in this evolution by ensuring that employees get the specialized training they need to meet these changes with confidence. 

 

Why Tailored Training Matters

Tailored training programs are designed to meet the specific needs of employees during a period of change by addressing the skills gap that emerges when these changes are introduced. This targeted approach isn’t just efficient; it ensures that employees get exactly the right training when they need it most, maximizing its effectiveness and minimizing any disruption. 

 

Examples of Tailored Training

Below are some common change scenarios and how training can support employees as they upskill in key areas of need: 

  • New software implementation: For a company implementing a new customer relationship management (CRM) system, L&D can develop training programs that cover the software’s features, functionalities, and workflows. This training might offer hands-on exercises in a safe “sandbox” environment, allowing employees to practice using the new software without fear of making mistakes in a live setting.
  • Process changes: For a company restructuring its sales process, L&D can provide training on the new methodology, reporting procedures, and collaboration tools. This might involve role-playing scenarios, simulations, and analysis of case studies.
  • New equipment or machinery: For a manufacturing or logistics company introducing new equipment, L&D can deliver technical training on operations, maintenance, and safety procedures to ensure that employees have the skills needed to work safely and efficiently with the new technology. Note: High-stakes, hands-on skilling needs like these can be great use cases for augmented, virtual, or mixed reality (AR, VR, or MR) learning experiences.
  • Change resilience training: Beyond technical skills, change resilience training is invaluable. This type of training focuses on helping employees develop the emotional intelligence, adaptability, and ability they need to weather uncertainty and change. It empowers employees to navigate change with greater confidence and ease, reducing resistance and fostering a positive mindset.

The Power of Training and Communication in Times of Organizational Change

Benefits of Tailored Training

Tailored training provides significant benefits for both employees and organizations:

  • For employees, tailored training can help increase their confidence as they gain the knowledge and skills they need to succeed in the changed environment, thus reducing their stress and increasing their job satisfaction. By providing access to new, role- and business-relevant skills, targeted training also contributes to employees’ longer-term career growth.
  • For organizations, the gains of tailored training include reduced errors, improved safety,  and increased efficiency because well-trained employees are less likely to make mistakes and generally perform tasks more effectively. Furthermore, targeted training accelerates employees’ adoption of, and compliance with, new processes and technologies; minimizes downtime; and increases productivity—all of which add up to a positive return on training investment. There’s also an internal marketing advantage: Investing in training demonstrates a commitment to employee growth and development, which increases loyalty and retention over the long term.

Leveraging AI and Immersive Technologies for Enhanced Training

Leading-edge technologies like artificial intelligence (AI) and augmented, virtual, and mixed reality (AR, VR, and MR) are opening new frontiers in tailored training, particularly for complex or high-risk scenarios. (Discover how WebXR technology helps you bring the benefits of immersive learning to a globally distributed learner audience, with or without a headset.) 

  • AI-powered personalization: AI can analyze learner data to deliver incredibly personalized learning experiences and paths, constantly adapting the pace and content to each individual’s needs and skill levels. This ensures that employees focus on areas where they need the most support, maximizing training efficiency.
  • VR for safe practice environments: VR creates immersive, simulated environments where employees can practice new skills without risk.
    • For example, in a manufacturing setting undergoing a technological overhaul, VR can simulate the new production line, allowing technicians to interact with virtual machinery and troubleshoot potential issues before working with the real equipment.  
    • VR can also provide a safe space to practice de-escalation techniques in customer service scenarios or simulate emergency procedures in a power plant, enhancing preparedness and reducing the risk of errors.  

SweetRush’s Approach to Training and Communicating for Change

Innovative technologies, when integrated into a holistic training strategy, can significantly enhance learning and skilling outcomes. Our approach to developing and implementing effective training programs encompasses both cutting-edge tools and foundational instructional design principles. Our strategic consulting services can help organizations:

  • Conduct a thorough needs assessment to pinpoint performance gaps and business needs. We then work with L&D leaders and stakeholders to define the specific training requirements, analyze learner characteristics, and align training initiatives with overall change and business objectives. At this stage, we also identify KPIs and desired outcomes, as well as a measurement plan (see final bullet). 
  • Develop a comprehensive training strategy that encompasses a blend of learning modalities, including instructor-led training (ILT), microlearning, virtual training, simulations, social learning experiences, and immersive learning experiences, to cater to diverse learning needs and preferences.  
  • Design and develop custom learning solutions tailored to specific organizational, departmental, and learner needs that honor learner preferences and help to contextualize the organizational change, maximizing relevance and learner engagement. 
  • Measure the effectiveness of training programs using the KPIs identified at the needs analysis stage. This ongoing process leverages data analytics, feedback surveys, and performance metrics to make adjustments to the program and ensure continuous improvement and optimal return on investment.

 

Case Study: Enhancing Guest Service Skills with VR

To illustrate the value of leveraging immersive technologies to enhance the learning experience and drive organizational impact, consider our work with Hilton on their Guest Excellence Training. 

The challenge:

Hilton sought to equip its hotel team members with the capability and confidence to effectively resolve common guest concerns using a problem-resolution model known as HEART. To avoid risking relationships with real guests, Hilton’s innovative L&D team recognized the need for a safe practice space where team members could develop these skills. 

The solution:

With longtime partner SweetRush, Hilton’s L&D team developed an AI-powered immersive coaching experience featuring diverse, realistic digital guest avatars in different areas of a Hilton property. (Thanks to WebXR technology, learners may access the experience via either a headset or web browser on any desktop, laptop, or mobile device.) 

  • Learners listen as digital “guests” voice their concerns, then respond by speaking aloud into their microphones. 
  • On the back end, the AI engine “listens” and evaluates their response against a HEART rubric. (It’s been trained by Hilton hospitality experts through hundreds of interactions to recognize examples and nonexamples of HEART application.) 
  • Each digital guest reacts to the learner’s attempt to resolve their problem: If the learner has successfully implemented the HEART model, the digital guest accepts the resolution and thanks the learner. If the learner has only partially implemented HEART, the guest’s reaction is neutral or disappointed. 
  • The learner then receives personalized feedback on the learner’s performance of each step of the HEART model, recapping each point of success and opportunity to improve. 
  • Learners can then re-attempt the scenario, select a different scenario, or exit the experience. Learners can return anytime to this on-demand practice space to build their competence.

The impact:

By creating training focused on the most common (and critical) guest concerns, Hilton’s L&D team ensures that its global family of hotel team members have the skills and knowledge to resolve issues and boost guest satisfaction—a vital competence for both learners and the organization.

Facilitating Communication and Transparency 

Communication is another critical element in managing organizational change. L&D plays a key role in facilitating communication and promoting transparency throughout the organization. 

L&D can really shine here by creating essential change resources, such as straightforward FAQs (frequently asked questions), practical how-to guides, and engaging eLearning experiences—all designed to keep employees in the loop and address any questions they might have. L&D can also partner with leadership to ensure consistent messaging across all levels of the organization, bridging any communication gaps. 

 

Why Communication and Transparency Matter

Clear and transparent communication is essential for managing employee expectations, building trust, and ensuring alignment during organizational change. It provides employees with the information they need to understand the change, its impact on them, and how to adapt successfully.

 

Examples of Change Resources

  • FAQs: L&D can develop comprehensive FAQs that address common employee questions about the reasons for the change, the timeline, impact on roles, and available support. For example, during a merger, employees might have questions about job security, benefits, and company culture. A well-crafted FAQ document can provide clear and consistent answers, reducing anxiety and preventing the spread of rumors. 
  • How-to guides: When new processes or technologies are introduced, how-to guides offer step-by-step instructions, ensuring employees can adapt quickly and efficiently. For instance, if a company implements a new project management system, L&D can create guides that explain how to use the software, submit reports, and collaborate with team members. 
  • eLearning: eLearning experiences can provide in-depth information about the change, explain the rationale behind it, and allow employees to learn at their own pace. For example, if an organization is adopting a new customer service approach, L&D can develop a module that outlines the new principles, demonstrates effective communication techniques, and provides opportunities for practice through simulations. 
  • Videos: Short, engaging videos can be a powerful way to communicate key messages, introduce new leaders, or highlight success stories related to the change. A company undergoing a rebranding, for example, might use a video to showcase the new brand identity, explain the values it represents, and generate excitement among employees. 
  • Intranets/communication platforms: L&D can collaborate with IT to create or enhance intranets or other communication platforms to serve as a central hub for change-related information, updates, and discussions. These platforms can include announcements, documents, forums, and Q&A sections, fostering dialogue and keeping employees connected. 

 

The Importance of Partnership with Leadership

Effective communication during change requires a strong partnership between L&D and organizational leadership—it’s essential. 

  • Consistent messaging: L&D can work with leaders to develop consistent messaging that is shared across all levels of the organization. This ensures that everyone receives the same information, preventing confusion and misalignment. For example, if a company is restructuring, it’s crucial that managers, supervisors, and executives all communicate the reasons for the restructuring and its impact in a consistent way. 
  • Training for managers: L&D can provide training to managers on how to communicate effectively with their teams during times of change. This training can cover topics such as active listening, empathy, providing clear explanations, and addressing concerns. Managers play a vital role in cascading information and supporting their teams, so equipping them with strong communication skills is essential.
  • Feedback mechanisms: L&D can help establish feedback mechanisms to gather employee input and address concerns throughout the change process. These can include surveys, focus groups, online forums, or regular meetings. By actively seeking out and responding to feedback, organizations can demonstrate that they value employee perspectives and are committed to making the change as smooth as possible. 

Benefits of Effective Communication

Effective communication before, during, and after change initiatives helps to maintain productivity and employees’ connection to the organization. Great communication:    

  • Builds trust: Transparent communication fosters trust between employees and leadership, making employees more likely to embrace change. 
  • Reduces anxiety: Keeping employees informed reduces uncertainty and anxiety, minimizing resistance and promoting a sense of security. 
  • Ensures alignment: Clear communication ensures that all employees understand the goals of the change and their role in achieving them, fostering a shared sense of purpose. 
  • Prevents misinformation: Proactive communication helps to dispel rumors and prevent the spread of inaccurate information, maintaining stability and focus. 
  • Maintains productivity: By minimizing disruption and keeping employees focused, effective communication helps to maintain productivity throughout the change process. 
  • Achieves change goals: Ultimately, clear and consistent communication increases the likelihood of successful change implementation and the achievement of desired outcomes. 

SweetRush’s Approach to Communication

A vendor-partner with end-to-end consulting services can help you develop and implement comprehensive communication plans that support organizational change initiatives. To ensure that your change communication strategy is holistic and effective, we recommend partnering with a vendor who has the following capabilities: 

  • Developing a holistic communication plan: Creating a strategic plan that outlines communication objectives, target audiences, key messages, channels, and timelines. 
  • Identifying key stakeholders: Analyzing the different groups of people affected by the change and tailoring communication strategies to their specific needs and concerns.
  • Tailoring communication strategies: Choosing the most effective communication methods for each audience, considering factors such as their preferences, access to technology, and the complexity of the information. 
  • Establishing feedback mechanisms: Implementing systems for gathering employee feedback, such as surveys, focus groups, or online forums, to monitor communication effectiveness and address employee concerns promptly. 
  • Creating communication materials: Designing and developing engaging communication materials, such as videos, infographics, and interactive PDFs, to support the communication plan.
  • Designing communication platforms: Developing or customizing communication platforms, such as intranets or collaboration tools, to facilitate information sharing and dialogue.

 

Case Study: Supporting a Global Sustainability Campaign

To illustrate SweetRush’s expertise in developing communication solutions for organizational change, consider our work with a global corporation on its sustainability campaign. 

The challenge: 

A global corporation needed to inform its employees of its sustainability commitments and strategic focus and inspire their engagement in sustainability initiatives. 

The solution: 

SweetRush partnered with the corporation to craft a self-guided experience featuring a variety of resources and videos to communicate the company’s sustainability efforts to its globally distributed employees. The experience included: 

  • A custom-designed interactive platform
  • Videos featuring business leaders and sustainability experts
  • Content organized by theme, business line, and news

The impact:

The communication campaign effectively educated and engaged employees around the world, fostering a greater understanding of the company’s sustainability goals and encouraging participation in related initiatives. 

By prioritizing this level of clear and transparent communication, L&D can play a vital role in ensuring that organizational changes are understood, embraced, and successfully implemented. This strategy helps organizations build trust, reduce anxiety, ensure alignment, and prevent misinformation—all essential outcomes for maintaining productivity and achieving change goals.

A holistic communication plan should include a campaign for timely, consistent, and transparent messages. The planning process begins with identifying key stakeholders and tailoring communication strategies to their specific needs and includes establishing feedback mechanisms to monitor communication effectiveness and address employee concerns. 

At SweetRush, it’s our pleasure to support L&D and talent leaders and stakeholders to craft communication and learning strategies that keep humans at their heart. Our award-winning custom content expertise spans learning and skilling, communications, internal marketing initiatives, and more. If you’d like a thought partner to help you craft your plan, we’d love to talk shop!

 

The L&D Opportunity: Supporting Organizational Change through Training and Communication

Training and communication are powerful tools L&D professionals can use to support employees through organizational change. By providing tailored training programs and facilitating clear and transparent communication, L&D teams can help senior leadership equip employees with the skills and information they need to adapt and thrive in the changing workplace environment.

To help you further evaluate the current readiness of your organization’s training and communications processes and practices to support change initiatives, we encourage you to download the Change Readiness Checklist. 

If you’d like to understand more about the emotional landscape of change, revisit the first installment of the Leading Through Organizational Change series, which offers models and practical strategies for L&D to support employees emotionally during change initiatives. In the third installment, we will move on to explore the critical role of managers in leading their teams through change and how L&D can empower them to be effective change leaders. 

Is your organization facing a change management challenge all on its own? Reach out to chat about opportunities to drive business growth and support your leadership, managers, and teams with our proven strategic consulting approach to change management.

 

Looking for more on how L&D leaders and teams can support leaders, managers, and employees through change initiatives? Check out these related articles in our Leading Through Organizational Change series: 

Understanding the Emotional Landscape of Organizational Change

by Jennifer Yaros

Leading Through Organizational Change: A Guide for L&D Professionals—Part 1

Organizational change is no longer an occasional disruption; it’s a near-constant state for many businesses. Though the exact figures vary, numerous studies indicate that a substantial portion of organizational change efforts fall short of their goals, often due to insufficient attention to the human side of change. 

Having witnessed many change initiatives firsthand, the truth of that statistic really hits home. The best-laid plans can unravel if we don’t acknowledge the very real feelings of the people going through it. 

This is the first article in a three-part series designed to provide L&D professionals with actionable strategies and frameworks to effectively support employees and leadership through organizational change. These transitions, whether driven by technological advancements, market shifts, or strategic realignments, profoundly impact employees, creating a ripple effect that can either propel the organization forward or lead to significant setbacks. Recognizing and addressing the emotional responses to change isn’t just a “nice-to-have;” it’s a fundamental pillar of successful change management.

 

Ignoring these emotions can breed resistance, fuel anxiety, increase absenteeism, and drive valuable talent away. For L&D professionals, understanding this emotional landscape is the first critical step in becoming effective change agents and strategic thought partners with leaders of your organization.

The Emotional Journey of Change

To navigate this complex terrain, L&D professionals can leverage established frameworks like the Kübler-Ross Change Curve and Bridges’ Transition Model. These models provide valuable insights into the typical emotional responses and psychological transitions individuals may experience.

 

 

The Kübler-Ross Change Curve may look familiar because it was initially developed to understand the stages of grief. However, it also offers valuable insights into how individuals process significant change. 

As illustrated in the chart, employees may initially experience shock or denial as the news of a change sinks in. These feelings can then give way to frustration and even depression as the reality of the change and its implications become clearer. Over time, individuals may begin to experiment with new ways of working, eventually leading to a decision to accept the change and finally integrate it into their routines.

Let’s explore how this might look in an organization: Upon hearing the layoff news at his company, Mark was shocked by the scale of impact on his colleagues. Initially, he felt denial, struggling to accept the departure of so many friends. His denial soon turned to frustration and a sense of injustice for those affected. A period of depression followed as the workplace dynamic shifted and he felt the loss of camaraderie. 

Later, Mark began to experiment, considering how to adapt and support the remaining team. He made a decision to actively contribute to the new structure, eventually leading to integration as he adjusted to the changed environment.

Bridges’ Transition Model complements our understanding of this process with a focus on psychological transitions.

 

 

According to Bridges’ model, the process begins with Ending, during which employees grapple with what they are leaving behind. These emotions are followed by the Neutral Zone, a period of uncertainty and confusion as the old ways fade and the new aren’t fully established. Finally, individuals move into the New Beginning, characterized by acceptance, energy, and a sense of purpose in the new reality. 

Let’s revisit Mark’s experience through the lens of the Bridges model.

The news of the layoffs marked the Ending phase for Mark. Even though his job was safe, he experienced the loss of his close colleagues, the disruption of familiar team dynamics, and uncertainty about the future of the company. He was forced to let go of the way things used to be. 

This letting-go period was followed by the Neutral Zone. Mark felt a sense of limbo as the old structure dissolved and the new one hadn’t fully formed. There was general confusion about new roles, responsibilities, and the overall direction. Mark may have felt unmoored and less productive during this in-between time. 

Finally, as the company began to stabilize and new ways of working emerged, Mark entered the New Beginning. He started to adapt to the reshaped teams, understand his evolving role, and find a new sense of purpose within the changed organization. Though he still felt the losses, he began to embrace the future and contribute to the new normal.

Though the Kübler-Ross Curve and Bridges’ Transition Model aren’t perfect predictors of individual experiences, they provide a valuable map—and a way for us as L&D professionals to anticipate the emotional terrain our employees might be navigating.

L&D’s Active Role in Supporting Employees Through Emotional Stages

By understanding the profound emotional impact of organizational change, L&D professionals are strategically positioned to partner with leadership. As we anticipate typical employee reactions across the emotional stages of transition, we can proactively develop targeted support mechanisms. This foresight not only minimizes disruption and fosters a more positive employee experience; it also directly supports the organization’s strategic objectives for successful change adoption. The following examples illustrate this alignment: 

  • During Ending (Bridges) or Shock/Denial (Kübler-Ross): Imagine a company undergoing a significant restructuring that involves the elimination of some long-standing roles. In this sensitive phase, L&D can partner with leadership to develop communication guides that equip managers to acknowledge the loss and validate the feelings of affected employees. Training leaders in empathetic communication and active listening becomes paramount, enabling them to have difficult conversations with compassion and understanding. Providing FAQs and resources that address immediate concerns about job security, severance packages, and the transition process can help reduce uncertainty and anxiety.
  • During the Neutral Zone (Bridges) or Frustration/Depression (Kübler-Ross): Consider the implementation of a new enterprise resource planning (ERP) system. During the initial rollout, employees often feel overwhelmed by unfamiliar processes. Recognizing this, L&D can strategically develop job aids and quick reference guides (QRGs) to provide immediate, accessible support. Coupled with targeted training on new skills and workflows, these resources accelerate the development of employee confidence and competence. Furthermore, by establishing feedback mechanisms like regular Q&A sessions and online forums, L&D facilitates open dialogue, addresses confusion swiftly, and fosters a sense of involvement. This proactive approach not only supports employees emotionally but also directly benefits the organization by shortening the time to competency on the new system, minimizing productivity dips, and accelerating the return on investment for the ERP implementation.
  • During the New Beginning (Bridges) or Experiment/Decision/Integration (Kübler-Ross): When a company undergoes a merger of two distinct organizational cultures and processes, employees often feel uncertainty and frustration. L&D can play a vital role in supporting them through the transition by implementing training focused on adaptability, resilience, and continuous learning. This training equips employees with the mindset and skills to navigate ambiguity and embrace new ways of working. Furthermore, L&D can establish cross-functional teams and workshops to foster dialogue and gather feedback, helping to bridge the cultural gaps and create a unified approach. This proactive engagement not only supports employees through a challenging period but also accelerates the integration of the two entities, minimizes productivity dips due to uncertainty, and builds a more resilient and unified organizational culture capable of future collaboration and growth.

By proactively addressing the emotional needs of employees throughout these stages, L&D provides critical insights to leadership, acting as a strategic thought partner in change management. This partnership allows for the development of targeted interventions that support employee well-being, foster a more positive transition, and directly contribute to key organizational objectives. By targeting outcomes such as maintaining morale and productivity, reducing resistance that can derail initiatives, and preventing costly negative outcomes like increased absenteeism and turnover, a data-driven, employee-centric approach strengthens leadership’s ability to navigate change effectively and achieve desired business results.

The Importance of Empathy in L&D: A Strategic Imperative

Empathy is not just a “soft skill;” it’s a crucial foundation enabling L&D professionals to be effective strategic thought partners during organizational change. By understanding and acknowledging the emotional experiences of employees, L&D gains critical insights into the true impact of change initiatives. This empathetic lens allows us to build trust with employees and leadership in equal measures, fostering the open communication channels vital to the success of any transition. This lens empowers us to design more effective and targeted support strategies that resonate with employee needs and align with the organization’s strategic goals for change adoption.

Here are some practical ways L&D can strategically demonstrate empathy:

  • Practice active listening to inform strategy: Truly focus on employee feedback, both formal and informal, to identify key pain points and guide the development of relevant interventions.
  • Validate feelings to build buy-in: Acknowledge the legitimacy of employee emotions to build trust and demonstrate that their perspectives are valued, which can reduce resistance to change.
  • Acknowledge concerns to anticipate challenges: Proactively address employee anxieties to help leadership anticipate potential roadblocks and develop mitigation strategies.
  • Communicate transparently to foster alignment: Share information openly (where possible) to build trust and ensure employees understand the rationale behind changes, fostering greater alignment with organizational objectives.
  • Be approachable and accessible to gather real-time insights: Create opportunities for dialogue to continuously monitor the emotional pulse of the organization and provide valuable feedback to leadership, enabling agile adjustments to the change strategy.

The L&D Opportunity: Leading Change with Insight and Empathy

Organizational change, while often driven by strategic imperatives, unfolds within a complex emotional landscape. By applying frameworks like the Kübler-Ross Change Curve and Bridges’ Transition Model, L&D professionals can gain invaluable insights into the emotional responses that can either hinder or facilitate successful transitions. 

As always, empathy serves as the cornerstone of L&D’s strategic contribution. It’s through our deep understanding of the employee experience that L&D can proactively develop targeted support strategies, build crucial trust across the organization, and provide leadership with the nuanced perspectives needed to navigate change effectively. Our empathetic and data-informed approach positions L&D as a vital strategic partner in ensuring that organizational changes are not only implemented but also valued and embraced by our people, leading to more positive and sustainable outcomes.

To help you further evaluate your readiness to support employees through these emotional stages, we encourage you to download the Self-Assessment Tool. 

In the second installment of our Leading Through Organizational Change series, we will delve into the power of training and communication as critical change management tools and demonstrate how L&D can strategically leverage them to equip employees with the skills and information they need to adapt to change successfully. Our third installment will zoom in on how L&D can empower managers to lead their teams through change with a crucial blend of strategic insight and empathy.

Is your organization facing a change management challenge all on its own? Reach out to chat about opportunities to drive business growth and support your leadership, managers, and teams with our proven strategic consulting approach to change management.

Looking for more on how L&D leaders and teams can support leaders, managers, and employees through change initiatives? Check out these related articles in our Leading Through Organizational Change series: 

 

How SweetRush “Unicorn SMEs” Powered a Global MOOC Library Expansion

by Emma Klosson

Executive Summary

Our client, a leading MOOC provider, sought to expand its course catalog with career-focused certifications and short-courses, but faced the challenge of finding subject matter experts (SMEs) who combined industry expertise with a passion for teaching. SweetRush’s unique blend of L&D experts staffing and custom learning solutions enabled us to hand-select “unicorn SMEs” who not only shaped the curriculum but also delivered compelling instruction, resulting in 14 top-rated certificate programs reaching millions of learners globally.

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The Client and Need

Our client, a massive open online course (MOOC) provider with more than one hundred million registered users, identified an opportunity to expand its existing library to include career-based certificate programs and short-form courses. Focusing on in-demand skills in areas such as IT support, AR development, UX design, project management, data analytics, and supply chain management, our client’s goal was to equip its users with the skills needed to excel in today’s competitive job market.

With an existing content library of more than 7,000 courses that include programs developed by many of the world’s leading brands and universities, the new courses needed to uphold the quality and standards that our client’s audience have come to expect. 

The courses needed to: 

  • Drive real-world impact, ensuring graduates are equipped with the skills needed to excel in today’s competitive job market.
  • Engage a diverse audience by connecting with global learners from all walks of life through authentic and relatable learning experiences.

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The Challenge

To execute their vision, our client needed a solutions provider who could bring academic rigor and real-world relevance while delivering an exceptional learner experience. 

Specifically, our client needed a partner with access to subject matter experts (SMEs) who have industry experience and expertise and a passion to teach—SMEs who can translate their deep knowledge into compelling educational content.

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The SweetRush Solution

With more than a decade of experience in L&D staffing solutions and double that as an award-winning custom learning solutions provider, SweetRush was uniquely placed to solve our client’s challenge.

  • Our two decades of L&D expertise means we know what makes a great SME tick—both on paper and in the virtual classroom.
  • Our vast network of talent connects us with industry leaders eager to share their knowledge.
  • Our rigorous staff augmentation vetting process enables us to handpick the experts who meet our client’s exacting needs—in this instance, those with a passion for teaching and a knack for storytelling.

 

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Client Testimonial:

“SweetRush understands our needs deeply. They have taken the pressure off of us when it comes to onboarding SMEs to the requirements of content development. They leverage their expertise to help us find unicorn SMEs who are not only experts in their field but also excel at creating content. They have done so at a reasonable cost and on impressive timelines.”  

—Senior Program Manager, SweetRush Client

 

Once screened, selected, and onboarded, these “unicorn SMEs” played a crucial role in:

  • Recommending the learner journey: Supporting the client with curriculum design including consulting on the learning objectives, content outlines, and the sequence, structure, and flow of the learner journey
  • Creating authentic hands-on activities: Drawing inspiration from their own experiences to recommend and co-create authentic, realistic, and impactful scenarios 
  • Developing meaningful assessments: Ensuring learners are equipped with and tested on the knowledge and skills they need to face challenges in the real world
  • Crafting compelling video scripts: Lending authentic voices, perspectives, nuance, and stories that engage, motivate, build trust with, and inspire learners  

In addition, some of the SMEs we placed, specifically those with expertise in cutting-edge topics like generative AI and nuanced areas such as DEI, were invited to star in the videos and present the content.  

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The Results

Our staff augmentation partnership has led to the creation of 14 industry-leading certificates, each featuring more than 90 hours of engaging, practical instruction that have reached millions of learners worldwide. 

Boasting an average learner rating of 4.8 out of 5, the certification programs and courses have consistently ranked among the most popular on the client’s platform. This feedback speaks to the effectiveness and appeal of our expert-led approach to upskilling and reskilling. SweetRush’s ability to consistently source top-notch SME talent has earned us the client’s highest quality rating (5 out of 5 stars) and secured our position as their exclusive vendor for SME resourcing.

When We Succeed, You Succeed!

Our success in exceeding the high expectations of today’s learners has solidified our client’s reputation as a pioneer in the online education space, demonstrating the power of collaboration, expertise, and a shared vision for the future of learning.

Scaling Expertise: How SweetRush L&D Talent Solutions Empowered a Tech Giant’s Cloud Certification Ambitions

by Emma Klosson

Executive Summary

When a global tech giant sought to transform their internal cloud training into a market-disrupting certification program, they turned to SweetRush L&D Talent Solutions. We orchestrated a rapid talent infusion, placing 12 L&D experts to turn this ambitious vision into reality. The result? A certification program that exceeded expectations, cementing the company’s position as a cloud innovator and market leader.

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The Client and Need

Our client, a global tech powerhouse, had a bold ambition: take their existing cloud training, designed for internal upskilling, and transform it into a public, industry-leading certification program. Their goal was to become a recognized authority in the cloud space, differentiating themselves from established players like AWS and Google Cloud.

To achieve this, they needed to create a certification program that not only met rigorous standards but also delivered an engaging, high-quality learning experience that would resonate with a wide audience.

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The Challenge

While the client had a strong internal L&D team, they lacked the bandwidth and specialized skill sets required to execute such a large-scale and complex undertaking. They needed to rapidly expand their team with experts across multiple disciplines, from instructional design and program management to learning technologies and assessment.

Finding the right talent quickly and efficiently was critical. The client needed a partner with proven experience in staff augmentation for L&D who could understand their unique needs and provide a tailored solution.

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The SweetRush Solution

With over a decade of experience in L&D staffing, SweetRush Talent Solutions stepped up to the challenge. We worked closely with the client to understand their vision and identify the specific expertise gaps that needed to be filled. We then developed a custom, phased recruitment strategy that prioritized filling critical roles first, ensuring a seamless integration of new talent into the existing team.

Our deep network of L&D professionals allowed us to quickly identify and place top talent in key roles, including:

  • Program Management: Experienced professionals to oversee the project, manage resources, and ensure alignment with the client’s goals.
  • Learning Experience Design: Instructional designers, content developers, and multimedia specialists to create engaging and effective learning experiences.
  • Assessment and Accreditation: Experts in psychometrics and accreditation to ensure the program met rigorous industry standards.
  • Learning Technology: LMS architects, administrators, and technical specialists to build and maintain the technological infrastructure of the program.

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The Results

We successfully filled more than a dozen specialized roles, providing the client with the expertise they needed to move their project forward at full speed. Our phased recruitment strategy ensured a seamless integration of new talent, minimizing disruption and maximizing productivity.

The results were impressive!

  • Rapid Placement: All roles were filled and onboarded within weeks, with an average placement time of three weeks per talent.
  • Zero Turnover: 100% of the talent placed by SweetRush remained on the project for the duration of their contract, a testament to our rigorous screening process and commitment to ongoing support.
  • Client Satisfaction: The client was thrilled with the quality of talent and the collaborative partnership we provided, leading to an ongoing relationship that continues to this day.

 

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Client Testimonial:

“SweetRush excels at finding and providing true expertise, and in nurturing their team members, providing them with the necessary support to thrive while also employing strategic resourcing practices.This has made my life easier in knowing I have a partner that is deeply committed to the project’s success.” 

—Program Manager, SweetRush Client

Conclusion

SweetRush Talent Solutions’ ability to quickly identify and place top L&D talent was instrumental in helping our client achieve their ambitious goal. Our collaborative approach, commitment to quality, and focus on building strong partnerships enabled the client to launch a market-leading certification program that has solidified their position as a cloud innovator.

If you want to scale your L&D team and achieve your biggest goals, we’re here to help! Contact SweetRush Talent Solutions today.

Generative AI + Immersive Training: SweetRush’s Power Duo for Effective, Engaging Guest Service Training at Hilton

by Tiffany Vojnovski

An insider’s look at leading-edge learning innovation at Hilton

We’re entering our second year of generative AI buzz, but organizations are just beginning to scratch the surface, with most using the technology to create first drafts, identify data patterns, and summarize lengthy texts. Meanwhile, they’re leaving nuanced human pursuits like critical thinking, creativity, relationship building, ethics, and navigating complex and ambiguous situations to…well, their humans. 

Training is another pursuit that’s been left to humans: None of the 1,600+ respondents to a global survey on the state of generative AI called out training as a use case. 

This vast, virtually untapped opportunity is what makes generative AI so exciting for L&D innovators—like our friends at Hilton. Read on to discover how the Hilton-SweetRush team set out on an exploratory mission into the heart of generative AI… and emerged with a leading-edge immersive learning experience.

Generative AI: Hilton’s L&D Use Case

With a robust portfolio of effective, engaging WebXR and native VR learning solutions, the Hilton-SweetRush team were already veteran immersive learning creators. Amazing experiences such as Hotel Immersion and Exceed with Empathy (see below) place learners in someone else’s shoes—and drop them into interactive, day-in-the-life scenarios that help them gain insight and empathy.

 

Generative AI: Hilton’s L&D Use Case by SweetRush‘

Learner Audience: Newly hired team members 

Purpose: Help learners gain empathy for hotel operations team members.

The Experience: The Hilton-SweetRush team wanted newly hired team members to experience a day in the life of the hotel operations team members who drive results via brand standards. In this energetic simulation, learners land in a Hilton hotel—and work against the clock to assemble room-service trays, clean a guest room, and check guests in at the front desk. Learners access this experience via a headset, which gives them the freedom to move around and interact with objects in these 3D spaces.

Generative AI: Hilton’s L&D Use Case by SweetRush

Image: 94% of learners reported increased empathy for hotel operations team members as a result of their Hotel Business Immersion experience

Learner Audience: Hotel operations team members

Purpose: Help learners develop empathy for guests. 

The Experience: Learners step into the shoes of a guest waiting in a long line to check in, after hours of travel; a guest who’s served the wrong order at the restaurant; and another who finds that the conference room they’ve booked is improperly set up. After each experience, they reflect on their mood, gain greater insight into the guest experience, and discover how to exceed guest expectations.

Image: 95% of learners agree they had more empathy for hotel guests as a result of their Exceed with Empathy experience.

In spring 2023, the team began to wonder how they might leverage generative AI to take Hilton’s immersive learning game up a notch. The timing was right, and so was the learning need: Create an engaging, effective, and scalable immersive experience to help hotel operations staff practice their guest service skills. 

Read on for background about the business and learning needs—and how the team met them with creativity, ingenuity, and industry-first technology. 

Hilton’s Business Need: Deliver a Reliable and Friendly Stay

Guest feedback shared the wish for a reliable, consistent, and friendly stay, where team members treat every guest like a friend. Thus the powerful impetus for Hilton’s leading-edge guest service skills training was born. 

This impactful learning journey, called Make It Right, features a variety of bite-sized eLearning modules, pre-shift team meetings, videos and more.  

One part of Make It Right focuses on service recovery with HEART, Hilton’s five-step problem-resolution model (see below). 

Service recovery offers Hilton team members a powerful opportunity to show guests how much they care-and can even elicit more guest loyalty than delivering a perfect stay in the first place (a phenomenon known as the Service Recovery

Generative AI: Hilton’s L&D Use Case by SweetRush

At this stage in the learning journey, Hilton team members are equipped with a good understanding of HEART. But knowing the five steps and their purpose and putting them into practice—especially under pressure—are two different things. 

Like so many interpersonal skills, service recovery requires plenty of trial, error, and feedback before learners achieve competency. While role-plays are one way to achieve this, Hilton chose a virtual environment to build confidence with their teams during their training process.  

Would this catch-22 derail the opportunity for hands-on practice of the HEART model? Not for the Hilton-SweetRush team!


WebXR and Generative AI: Scalable Immersive Learning for Hilton’s Global Audience

The Hilton-SweetRush team rose to the challenge by creating a capstone experience that brought hands-on HEART practice to team members across all its hotels. 

How? By leveraging WebXR, a super-scalable virtual reality learning technology. 

Because WebXR content lives on a web browser and can be accessed by learners with or without a headset, it’s an ideal modality to bring the benefits of virtual learning to a distributed global audience like Hilton’s. 

Generative AI: Hilton’s L&D Use Case by SweetRush

Helping Hilton team members speak from the heart was the perfect learning use case for WebXR. To practice these vital service recovery skills, they created the Delivering on Our Customer Promise experience. This WebXR- and AI-powered simulation drops learners into three different scenarios with concerned guests, each of whom explains their problem and waits expectantly for a response.

 

Artificial Inteligence Training by SweetRush

These scenarios make learners sweat a little, just as real service recovery situations do. Yet rather than risk real relationships with Hilton guests, they find their feet—and voices—within a safe, authentic virtual practice space.

 

Generative AI: Hilton’s High-Tech Human Skills Coach

Hilton’s Delivering on Our Customer Promise WebXR adventure was already a leading-edge learning experience—but the team’s addition of generative AI lands it among L&D industry firsts. 

Here’s how generative AI helps learners make it right: After listening to the guest explain their problem, learners speak their response into their device’s microphone, using the HEART steps they’ve learned.

The simulation records their response, converts it into text, and feeds the text of the response into a Large Language Model (LLM). On the back end, the LLM, which has been carefully “trained” by SweetRush SMEs, creates a response to the learner’s attempt. (Discover how SweetRush’s exacting SMEs systematically trained the LLM to evaluate learner input and deliver relevant, actionable feedback.)

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Learners receive feedback and a grade of pass or fail on each step of Hilton’s HEART model. Though most learners can tackle the HART, most find the E, or Empathize, to be a challenge.

After completing each scenario, learners can then reattempt it as many times as they like, receiving targeted feedback each time.

Learner Experience (LX): Designed by Experts, Hosted by VIC

To create the greatest impact, the team focused the WebXR experience on three different scenarios, all based on top guest problems: 

  • Room climate controls
  • Food and beverage options
  • Special room requests not met

Using their best storytelling and dialogue-writing practices, the team built branching scenarios featuring a guest interaction in different areas of the hotel. These in-room, front-desk, and breakfast-area conversations could end with positive, negative, or neutral results based upon the learner’s input. 

The instructional designer worked closely with Hilton SMEs to craft realistic guest scenarios—and responses that matched Hilton’s high standards and signature service recovery methods.

 

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This guest visits the front desk to express frustration with the air conditioning unit in her room. It rattled all night, and she didn’t get any sleep. The learner’s challenge: Respond with HEART.

 

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This guest has been working on a presentation all morning and missed breakfast. Learners think on their feet to offer a heartfelt resolution.

 

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This guest hasn’t received the in-room amenities he requested when he made his reservation. The learner has only moments to Make It Right.

Making It Look, Sound, and Feel Right: Designing in 3D

Appearance matters for a 360° immersive experience, and a realistic setting is an important part of creating an authentic immersive scenario. The team custom-created these lifelike settings by taking photographs at real Hilton properties—and the SweetRush extended reality (XR) team built depth and detail into each scene. 

The guests’ avatars needed to be as diverse and expressive as Hilton’s guests are in real life, with the tone of voice, gestures, facial expressions, and posture that reflects their mood and level of satisfaction. 

Why this painstaking care? To truly immerse learners, they need to feel that they’re face to face with a real guest in a real Hilton hotel.

Because of the complexity of the scenarios and their different potential outcomes, the creative director, instructional designer, and XR team worked closely together to ensure that the content, audio, and visual treatment informed one another. 

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Like any great guest experience, the HEART model training experience needed a great host who would encourage learners and serve as their guide throughout all three scenarios. VIC, Hilton’s friendly robot emcee (and breakout star of previous VR experiences), was up to the task, hovering in the scene with helpful instructions, a HEART walkthrough, and learner feedback. (Join us for a demo of this leading-edge immersive AI coaching experience at Training Industry’s Leader Talk: Using AI to Transform Content Development.) 


Leading-Edge Learning at Your Organization: Leverage Generative AI Coaching and Immersive Training for Your Unique Needs

Feeling inspired by Hilton’s generative AI-powered, immersive learning VICtory? We’re with you!

We’ve loved sharing the story of how one innovative client-partner leveraged the leading-edge powers of WebXR and generative AI to meet Hilton’s deeply human business need: a warm welcome and friendly stay for every guest. 

If you’re curious about how to apply WebXR and generative AI to your organization’s unique needs and learners, we’ve got you covered! 

SweetRush Recognized as #1 Content Provider for DEI Training—for the Third Year in a Row!

by Annie Hodson

San Francisco, Calif., May 15, 2024 – The SweetRush team is so honored to be recognized as the number-one content provider for Diversity, Equity, and Inclusion (DEI) Training Content by eLearning Industry for 2024 for the third consecutive year. 

“We are so thankful for the award, but this is about our industry and the opportunity and responsibility we all have to use our craft to be a force for positive change,” said SweetRush CEO Danielle Hart, “and promoting the values of DEIB stands out as a powerful human-centered value all of us in our industry can focus on and be proud of.”

Many clients care deeply about—and come to SweetRush specifically for—Diversity, Equity, Inclusion, and Belonging (DEIB) training. However, regardless of the training topic, DEIB can be infused in all training deliverables, from the way people and avatars are depicted to how stories are told and language is used.  

“Businesses trust SweetRush to deliver training that embraces everyone’s unique experiences. They are great at uncovering unconscious bias, creating a common language, and opening hearts and minds.” – Christopher Pappas, eLearning Industry Founder.

At the heart of SweetRush’s success is its innovative approach to DEIB training, thoughtfully designed to meet the diverse needs of clients and learners. SweetRush’s bespoke programs feature inclusive storytelling and character designs that resonate across a broad audience, enhancing the learning experience by ensuring all participants feel seen and respected. This commitment to diverse representation in eLearning provides authentic experiences that reflect the real-world diversity of the learner population, fostering an environment where everyone feels valued and included.

“Our mission at SweetRush is to infuse DEIB into everything we do; it’s not just what we do, it’s who we are,” said SweetRush DEIB Lead Gonzalo Solorzano. “This recognition is a testament to our deep commitment to creating learning experiences that are not only educational but also transformative.”

SweetRush’s partnership with the Human Rights Campaign Foundation (HRCF) exemplifies this thoughtful approach to character authenticity and depth. In character design, SweetRush takes great care to “treat our characters with respect,” considering them representations of real people rather than mere lines on a digital page. By understanding their backstories, dreams, and desires, SweetRush finds unique ways for characters to express themselves as individuals. 

In collaboration with the HRC Foundation, SweetRush has applied these principles to develop workforce training focused on diversity, inclusion, and belonging. This project employs narrative-driven, inclusive content that deeply engages learners on crucial topics such as Allyship in Action, Gender-Inclusive Language, and Unconscious Bias. Each course is thoughtfully crafted to address critical issues affecting traditionally marginalized groups. This ensures that the training educates and resonates with learners, fostering a genuine connection to the content and promoting a deeper understanding of DEIB principles.

“Our approach goes beyond traditional learning; we focus on immersive experiences, leveraging multimedia and real-life narratives to foster empathy and understanding among learners,” Hart said. “We believe in the power of education to transform lives and are committed to helping organizations create inclusive cultures.”

SweetRush also collaborated with the Society for Human Resource Management (SHRM) to create the People Manager Qualification (PMQ) program, a distinguished example of training, which includes 70 diverse characters and modules focused on workplace bias and social justice. Recognized for its innovative approach, the PMQ program has received numerous accolades, including 8 Brandon Hall Awards—highlighted by a Gold Award for Best Learning Program that Supports and Promotes Diversity, Equity, and Inclusion, and a Gold Chief Learning Officer Learning in Practice Award for Excellence in Content. With SHRM’s membership exceeding 300,000 individuals in 165 countries, the program is poised to make a significant impact on the global workforce.

These initiatives are underpinned by SweetRush’s commitment to embedding diversity and inclusiveness in every solution. “We prioritize learner empathy, engaging diverse perspectives, and fostering a visually diverse world in our content,” said Rae Feshbach, a SweetRush Solution Architect who is passionate about DEIB training. “Our collaborative development process ensures that our learning solutions are accessible, usable, and truly inclusive.”

If you’d like to speak with SweetRush about its award-winning approach to DEIB training programs, get in touch to connect with a consultative expert!


About SweetRush

SweetRush is trusted by many of the world’s most successful companies to help them improve the performance of their employees and extended enterprise. SweetRush is known for exceptionally creative and effective solutions that combine the best of learning experience design with highly engaging delivery. SweetRush services include custom L&D solution design and development, high-performing staff-augmentation talent staffing, certification development, voice-over, and innovative learning technologies such as VR, AR, and AI. SweetRush’s work has earned a long list of awards and accolades in collaboration with its world-class clients. Discover more at www.sweetrush.com. 

Don’t Give Up, Get Real: Modeling Emotional Resilience and Inclusive Communication for a Diverse Team

by Tiffany Vojnovski

Imagine you’re on a trip to another country. After sleeping off the jet lag, what’s the first thing you do? 

Some of us might head straight to the nearest landmark, while others might embark upon a challenging hike. Still others might choose a leisurely stroll around the neighborhood, exploring the local shops, cafes, or even the supermarket. 

It’s fascinating to observe what daily life looks like for people in that neighborhood, in that city—and maybe even strike up a conversation with the locals. After all, connecting with others is one of the perks of travel! 

Back home, though, something happens to that spirit of curiosity and discovery. We become guarded, even fearful, about the differences between ourselves and others in our neighborhoods, workplaces, and communities. The sharing of experiences and cultures that was so enjoyable on vacation turns fraught. 

Granted, the stakes are lower on vacation. If we make a false assumption or don’t know a term, we’re presumed innocent. At home, we’re expected to get it right every time.

We become so fearful of saying something wrong that instead of engaging our curiosity, we pretend the differences between ourselves and others don’t exist. After all, many of us have been taught that overlooking them is the polite thing to do. We may also have been conditioned to believe that smooth, harmonious conversations are the most productive ones. Why rock the boat? 

The Human and Business Costs of Not Rocking the Boat

The problem is that the things we smooth over, don’t mention, and otherwise ignore start to feel like taboos. And our teammates who live life with different skin colors, bodies, abilities, genders, and relationships begin to feel that they’d better hide these fundamental parts of themselves. 

When any of our employees can’t bring their full selves to work, we lose out on the benefits of a diverse organization: smarter teams who focus more on facts and innovation (Harvard Business Review, 2016) and help us explore problems and our own products and services through multiple lenses. 

When we get diversity and inclusion right, we enjoy an 11% boost in our financial performance (McKinsey, 2020). Companies that don’t get it right suffer the cost of turnover, absenteeism, and lost productivity. (Delve further into the business benefits of boosting your employees’ emotional resilience and potential.)

the employee experience

Getting it right doesn’t mean memorizing long lists of new vocabulary or making stilted conversation to avoid any possible offense. What it does entail is applying human-centered communication practices (This five-step challenge will help your team get started!) in the service of including and valuing all people. You’ll know you’re hitting the mark when your people are inspired to step up and initiate their own grassroots projects. 

We can’t tell you how to reach the summit of enlightenment—because our own approach to diversity, equity, inclusion, and belonging is constantly shifting and evolving. But we can share some of the practices that have helped us over the course of our climb. 

Model Resilience

No manager likes to plan for the worst. But when we have a team of individuals with different perspectives and life experiences, dissent—even occasional conflict—is inevitable. 

That doesn’t mean that we devolve into shouting matches or sulking. It does mean that we use conflict as an opportunity to learn about one another and how to work better together. It may mean that someone’s presented a perspective we’ve never considered before. It may be new only to us, or it may be new to the world—after all, we’re creating the future state together. 

Even the most perfectly empathetic manager won’t get everything right on the first try. The first try is the key phrase here: We’ve got to try again, even after we mess up or hurt someone’s feelings. In fact, trying again immediately is the best way to recover.

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No one can be an expert on every ethnic, cultural, or gender identity—nor about every possible way of being in one’s brain and body. We will make mistakes, no matter how curious we are and how much we care. And when those mistakes happen, we can’t write each other off forever. 

That’s the non-resilient approach. And it’s not a human- or life-centered approach.

 The human-centered approach is to hold one another accountable for learning to do better. We do that by speaking up when someone’s words or actions hurt our feelings—and briefly sharing why. 

That’s the resilient approach. It means that we’re able to understand that the person who has hurt us is also a person who cares for us and means well. It’s the mindset we’re (usually!) able to apply when we’re upset with our loved ones: We can dislike the words or actions while keeping sight of our love for the person.

Two tiny words can help you maintain that mindset: ouch and oops. They’re part of a larger technique called Communication Recovery—a resilience-based technique that helps us “rebuild trust and rapport, and move forward” (The Ouch! Files, 2014). Here’s how that might look in action.

Modeling Resilience

You might have noticed the pause in the middle. That’s critical—and it’s where we come in as leaders. We need to stop the conversation and let the person who’s been hurt have the floor.

After the teammates address each other, we step in as leaders to thank the person who shared the ouch—and, if it feels appropriate, encourage everyone present to learn more about that topic. 

Speaking things aloud removes the taboos around hurt feelings and messing up. Rather than feeling insulted and suffering in silence, Teammate 2 secures a genuine apology from Teammate 1. And rather than making Teammate 1’s mistake a source of shame and secrecy, we model how the entire team can learn from it—without dwelling on it. 

As managers, we model both responsibility to one another and responsibility for moving on. Handling hurt feelings this way requires a leap of faith from everyone. And when our people are able to make it, it’s a sign of resilience and mutual trust. 

Hold Space for the Hard Stuff

We’re not talking about top-shelf whiskey (sorry!). What we’re after here is open and inclusive communication. 

For example, when challenging issues arise outside of work in a nation, region, or the entire world, the anxiety they provoke follows us to work. Acknowledging these issues is part of fostering an environment of psychological safety.

And though we don’t need to delve deeply into the issue in every 1:1 or team meeting, it’s important to acknowledge when we’re having a collective moment. This is a great place to share your own feelings of fear or hope—and invite your team to do the same. 

When tensions rise or tempers flare around an issue, that’s a sign that it’s time to explore it more deeply. (Remember: What isn’t talked about becomes a taboo—and a source of hard feelings.) To do that well, you might need to engage an educator who can provide some background—and engage your team in a productive, challenging conversation. If that expertise doesn’t lie within your organization, look externally.

For example, when we wanted to learn more about the history of Juneteenth and how we might advocate together for people of color, we invited an expert to spark our imaginations. In June 2021, Certified Diversity and Inclusion Master Trainer, Facilitator, and Consultant Alicia Newton engaged our entire team in a discussion of the history of Juneteenth. Together, we considered why this holiday isn’t as well known as our other Independence Day and, in small groups, we traded ideas about ways each of us could become advocates for inclusion. 

We found once again that our opinions differ. Our experiences also differ. Sometimes, we might feel hurt because someone’s experience doesn’t yet acknowledge our own. But that won’t stop us from holding challenging discussions about how to do better together. 

Being part of a human-centered organization means that we sit with one another through the challenges—just as we do through consensus and celebration (Harvard Business Review, 2021). By dealing with the tough stuff together, in one virtual “room,” we practice courage and (radical) candor. (Learn more best practices for virtual management with our remote teams Q&A.)

Diverse Teams + Emotional Resilience → Innovation

You’ve probably noticed that we’ve only touched on a few types of diversity here. Your team members also differ in the ways they pay attention, brainstorm, collaborate, socialize, and so on. 

That’s good great news! A mix of cognitive styles, life experiences, and ways of seeing the world makes a team stronger, smarter, and more innovative. (Looking for ways to invite your diverse team to bring their full selves to the table? Try our tips for better virtual—or hybrid, or live!—collaboration.) 

Curious about more human-centered communication practices that support inclusive communication and psychological safety? Check out our eBook, It’s All About Your People!: Embracing Human-Centered Business, Workplace Culture, and Learning Design. You’ll find plenty of lessons about how to re-create teamwork as a source of fulfillment and emotional resilience—all tested over our two decades as a human-centered organization and decade-plus as a fully remote team.

Growing Your Desired Culture: Follow-Up and Learning

by Ashley Munday

Last week, we continued our journey through the components necessary for growing your desired culture and focused on Structural Alignment. Today, we continue with Follow-Up and Learning.

Follow-Up and Learning Graphic

The process of cultural change in an organization is iterative. Building feedback loops for learning and growth is one of the most commonly forgotten steps in the journey. These steps will help you learn where to focus your attention and let you know when you need to correct your course:

DAILY FEEDBACK

Feedback is an effective way to visualize and manifest a desired culture. “Effective feedback enables the receiver to walk away understanding exactly what he or she did and what impact it had on them. When the result is this specific and this direct, there is a better chance that the person getting the feedback will be motivated to begin, continue, or stop behaviors that affect performance” (Weitzel, Feedback That Works, 2000).

Related exercises: Effective Feedback from the book Get Connected  (p. 173)

REFLECTION AND “LESSONS LEARNED” MEETINGS

We need to invest time to stop, reflect, and learn collectively. This helps us develop shared meaning and an understanding about what works and what does not. The purpose is to enhance your team’s ability to transform and learn.

Related exercises: Team Learning from the book Get Connected  (p. 165)

RECOGNITION, CELEBRATION, AND REWARDS (Performance/Behavior Awards)

People like to be caught doing things right. This is contagious, so the more you do this, the more it will

spread. Traditionally, we are not good at celebrating what is right and good around us. By intentionally focusing on the positive, we also grow the behavior and culture we want to see.

Recommended book for ideas: 1501 Ways to Reward Employees by Bob Nelson

QUARTERLY CULTURE REPORT

Shared picture of each team’s current culture journey through data collection and dialogue.

Related exercises: Culture Report from the book Get Connected (p. 185)

ROLLING THREE-MONTH PLAN

This plan includes focus, actions, and dates. It helps the top team and the Culture Manager review, focus, and manage the cultural transformational journey. The eBook, as a whole, with its related activities and questions, is meant to serve as a base for building a rolling three-month plan to manage your culture.

A CULTURE DEVELOPMENT PLAN

This plan includes desired values, actions, responsibilities, and dates. It helps each team review, focus, and manage the cultural transformational journey.

There is an example of a Culture Development Plan in the book Get Connected (p. 54).

FOLLOW-UP CULTURE ASSESSMENT

Define how and when you intend to follow up to see the effect of your efforts and the evolution.

 

Ashley Munday - SweetRush ThriveIn 2017, Ashley Munday, Former Director of Thrive by SweetRush, and Tor Eneroth, Director of Cultural Transformation at Barrett Values Centre, wrote an eBook as a resource and workbook for leaders to get started on the culture journey in a meaningful and tactical way. To accommodate as many leaders as possible, we have converted the content into a series of articles that can be read piece by piece and will be publishing them on a weekly basis. We invite you to consume the material at your own pace and welcome your feedback and questions along the way. Thrive by SweetRush is now known as Transforming Leaders and Culture (TLC) by SweetRush. Please reach out to begin transforming your organization today!

 

If you’re reading this series, we know you are a leader who understands and cares about the way your organization’s culture supports its people and its purpose—for that, we thank you! Check out the other articles in this series:

  1. Culture Change in Organizations Begins Within
  2. Organizational Culture Transformation—A Journey, Not a Destination
  3. Culture Change Case Study: Volvo IT
  4. Changing Corporate Culture Case Study: Old Mutual Group
  5. Cultural Change In Organizations Example: Unilever Brazil
  6. Key Learnings in Culture Transformation
  7. Growing Your Desired Culture: Leadership Commitment
  8. Growing Your Desired Culture: Roles for Supporting Culture
  9. Growing Your Desired Culture: Defining and Growing Your Culture
  10. Growing Your Desired Culture: Structural Alignment
  11. Growing Your Desired Culture: Follow-Up and Learning

Growing Your Desired Culture: Structural Alignment

by Ashley Munday

Last week, we continued our journey through the components necessary for growing your desired culture and focused on Defining and Growing Your Culture. Today, we continue with Structural Alignment. Aligning strategy, structure, and culture is imperative for success in cultural transformation. 

Defining and Growing Your Corporate Culture Graphic

  • Organization-wide values-awareness programs should be established and maintained.
  • Reinforcement materials—including videos, pamphlets, and posters—should be provided.
  • A values-based coaching program and coaching culture should be implemented and cultivated.
  • The company brand and/or customer promise statement need to be aligned with your desired culture.

You must consistently work on culture with various parts of the organization—including HR, communications, and strategy—in addition to the top leadership team. Collaborating on culture is extremely important and easily missed.

You need to ensure that the structures and systems of your culture and the communications about it are aligned.

Structures, policies, procedures, and incentives reflect the value systems of the current leaders and the institutional legacy of past leaders. They dictate what behaviors are acceptable and encouraged and what behaviors are unacceptable and discouraged.

The following are examples of some of the most important policies, procedures, and programs that should reflect the organization’s espoused values:

  • Decision-making processes should be values-based because they allow us to break with the past and create a new future based on what is important to us individually and as an organization.
  • HR processes and structures need to be consciously aligned with the wanted culture. This includes employee selection, evaluation, and development.
  • Leadership development and management training programs should include training and reflection on values, culture, and wanted behaviors.

 

Ashley Munday - SweetRush ThriveIn 2017, Ashley Munday, Former Director of Thrive by SweetRush, and Tor Eneroth, Director of Cultural Transformation at Barrett Values Centre, wrote an eBook as a resource and workbook for leaders to get started on the culture journey in a meaningful and tactical way. To accommodate as many leaders as possible, we have converted the content into a series of articles that can be read piece by piece and will be publishing them on a weekly basis. We invite you to consume the material at your own pace and welcome your feedback and questions along the way. Thrive by SweetRush is now known as Transforming Leaders and Culture (TLC) by SweetRush. Please reach out to begin transforming your organization today!

 

If you’re reading this series, we know you are a leader who understands and cares about the way your organization’s culture supports its people and its purpose—for that, we thank you! Check out the other articles in this series:

  1. Culture Change in Organizations Begins Within
  2. Organizational Culture Transformation—A Journey, Not a Destination
  3. Culture Change Case Study: Volvo IT
  4. Changing Corporate Culture Case Study: Old Mutual Group
  5. Cultural Change In Organizations Example: Unilever Brazil
  6. Key Learnings in Culture Transformation
  7. Growing Your Desired Culture: Leadership Commitment
  8. Growing Your Desired Culture: Roles for Supporting Culture
  9. Growing Your Desired Culture: Defining and Growing Your Culture
  10. Growing Your Desired Culture: Structural Alignment
  11. Growing Your Desired Culture: Follow-Up and Learning