6 ways to combat resistance to change

This week one of my readers wrote to me: “Unfortunately my org is not ready to hear your ideas yet.” Another reader asked, “What if your leaders aren’t interested in pivoting away from ‘the way we’ve always done it’?”

As you know all too well, leadership buy-in is crucial before real change can occur at any arts organization. But advocating for change, especially when you're a junior staff member, requires a thoughtful and strategic approach. Leaders may not always be open to new ideas, particularly if they come from someone with less authority. It’s important to approach these conversations with humility and care, recognizing that leadership might feel challenged or even offended if not handled delicately.

On your quest to shift hearts and minds, here are six tactics to consider:

1. Frame Your Feedback

Don’t lead with harsh criticism of what’s been done in the past. Don’t push hard even if you know change is urgent. Instead, focus on presenting your ideas as collaborative and supportive of your organization’s goals. Frame the change as a way to enhance what’s already working, rather than disrupting ‘the way things have always been done.’ The goal here is not just to advocate for change but to do so in a way that builds trust and opens up productive dialogue.

2. Showcase Success Stories

Present real-life examples of how a customer-centric approach has driven success for other organizations. Focus on measurable outcomes to make a persuasive case. (You’ll find two examples in my free webinar, and another in this podcast episode.)

3. Wrangle an Easy Win

Suggest a small pilot program to demonstrate the potential benefits of centering the customer. A successful experiment can build buy-in and pave the way for broader adoption.

4. Banish Bias

Collect stories from patrons about their experiences. Sharing these stories with your team can provide concrete examples of how your value proposition is all about meeting customer needs—not about artistic excellence alone.

5. Lead a Lunch & Learn

Offer to lead a session on what you’ve learned about customer-centric strategies from your own research. This can be a low-pressure way to educate and inspire colleagues and leaders.

6. Build Bridges

Partner with colleagues who can co-champion the cause. Having allies at higher levels can amplify your efforts and lend credibility to your ideas.

Bonus Tip: Employ Empathy

Highlight how a customer-centric approach aligns with and supports the organization’s (or the leader’s) broader goals. This is where Tactical Empathy’s trust-based influence comes into play. The goal: Help your counterpart feel heard and understood. They’ll be less defensive and, hopefully, less resistant to change.

If you're facing an uphill battle and could use the support—and commiseration—of change-minded arts professionals, join my list. Get actionable strategies and resources to help you drive meaningful change: