Although this initiative didn’t follow the full principal of the ADKAR change management model, I was involved in leading the implementation of a change that had already been decided: the rollout of the new health system in our pharmacy. While the learning materials, manuals, login credentials, and standardized quizzes were readily available through corporate channels, I recognize that the inclusive and supportive learning requires more than just access to the materials to involve and support my colleagues.
Although individuals learning preferences and confidence with technology somewhat had been recognized by the store manager, for example some team members were sent for in-person training ahead of the software launching to help them become familiar with that interface and workflow changes. Despite this there was still resistance. My approach was to reduce anxiety by framing the change, not as learning an entirely new system, but as mapping old process into the new platform task by task.
To encourage open dialogue, I deliberately ask basic questions during working hours and while staff were using the system, even when I already knew the answers. This normalize asking questions and created psychological safe learning environment. I also shared my own mistakes during the transition which opened the door for others to reflect correct and collaborate on better practices,
When I noticed Inefficiency or incorrect usage, I avoided direct corrections. Instead, I would model the task in real time and gently guide the team/team member through the preferred process framing it as something I had just learned. Then I’d ask them to try it and if they struggled, I encourage them to show me what didn’t make sense to shift the focus from performance to problem-solving. This hands-on, nonjudgmental approach created an inclusive space where everyone could learn without fear. It’s foster genuine, collaboration, pure teaching, and helpful feedback making the intervention smoother, more empowering and ultimately more effective for all team members.
