In this episode, Russell and Caspar explore one of the most critical yet under-resourced roles in BPM implementations: the change management lead. They examine why BPM fundamentally reshapes how people work and why this requires someone dedicated to the people side of transformation beyond generic communication plans. The discussion reveals the delicate balance between empathy and persuasive communication, understanding human resistance while translating it into actionable interventions. Through candid conversation, they explore why change management is often the first role to be cut when budgets are tight, despite being essential for success. The hosts debate whether change management is truly a distinct skill set or something project managers can handle alongside their other responsibilities. They examine the critical importance of timing—knowing when to launch communication initiatives, when it's too early, and when momentum will be lost if you wait. The conversation highlights how real change management goes beyond newsletters and training sessions to understanding the psychology of adoption and resistance. Listeners learn why creating FOMO (fear of missing out) is more effective than mandating compliance. The episode provides insight into the sweet spot of when to intensify change efforts during BPM implementations. This is honest discussion about a role everyone agrees is important but few organizations properly staff or fund.

5 Key Takeaways:

1. Change Management Is About People, Not Just Communication: The role requires genuine empathy to understand human resistance and translate it into actionable interventions—not just generic newsletters, training sessions, and town halls that check boxes without driving adoption.

2. Timing Is Everything: Change managers must have the experience and feeling for the right moment to communicate—going out too early creates unanswered questions and confusion, while going too late loses momentum and makes people feel excluded from decisions.

3. The First Role Cut, The Last One Needed: Despite universal agreement that change management is critical, it's often the first role eliminated when budgets are tight, forcing project managers to handle it alongside other duties without the specialized psychology and influence skills required.

4. FOMO Drives Adoption: Creating fear of missing out is more effective than mandating compliance—people need to feel they're part of something valuable and exciting rather than being forced to adopt new processes through top-down directives.

5. Mass Movement Requires Resources: While empathy and communication skills are essential, successfully moving large groups of people also requires budget for sustained campaigns, events, recognition programs, and ongoing engagement—change at scale isn't free.

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