When helping people through an organizational change, match your communication to their stage of reaction. People typically go through stages of denial, followed by anger, bargaining, depression, and finally, acceptance when faced with a major change. For example, in the denial stage, it is appropriate to discuss the rationale for the change and legitimize concerns. It is not appropriate to ridicule the person’s denial or ignore the resistance.
Identifying the stage of reaction and communicating appropriately legitimizes their “grief.” It helps them process the change and move through the stages more quickly.