We’ve all heard it and probably most of us have said it. “We’ve always done it this way.” On the receiving end, it can feel like a boulder blocking the path to successful change. But saying it feels like putting up a shield reinforced by knowledge and experience.
This particular phrase has a bad reputation, even being called “The most dangerous phrase in business” in a Forbes article (Zimmerman, 2019). Left unexamined, it can definitely derail even the best change initiative. However, reframing it from an obstacle to an opportunity could not only clear the path, but pave it.
Take a minute and think of a current or most recent change project where someone’s reason for not getting on board with the change is because “We’ve always done it this way.” What did you feel? Perhaps angry or frustrated. Our assumptions about what the phrase means feed those feelings. Often, we think they are trying to be difficult, they’re lazy, or too set in their ways. But what if instead of pushing them to just make the change, we listen and work with them to understand what is behind the resistance.
Using coaching language, explore what is behind the phrase. Use it as an opportunity to dig into their experience and expertise. Questions like, “Tell me about when you developed this process?” or “What are you seeing as second- and third-order effects if we make this change?” can help. The more information you can get about what they are seeing, thinking and understanding about the change, the better you can determine what is really behind the resistance. You may even identify a real problem with the change itself.
Thinking about the integrated change framework I mentioned in other blogs, you can determine what layer may be causing the most resistance. The framework looks at three layers: what we do, what we experience and what we feel. For example, someone who had a key role in building or executing the current process may perceive the change as a threat to their role within the team or process, affecting how they experience the change. They may grieve the loss of the “old ways,” feeling like they are losing a piece of history they have with the company or even that it is threatening their job. Coaching them through the challenges and moving toward adoption is more productive when they feel heard, understood and valued.
Additionally, the next time your reaction is to say, “We’ve always done it this way,” do a little coaching for yourself. It may be how you have always done it, but does it still make sense in the current environment? Take the opportunity to explore the history and lessons learned, examine systemic impacts, and address personal challenges the change triggers. Distinguishing between challenges with the process and challenges with how people experience the change leads to better strategies for change implementation and acceptance.
Zimmerman, B. (2019, January 28). The most dangerous phrase in business: We’ve always done it this way. Forbes. Forbes article
