Sep 1 / Adrian Lorains

When a 2-Minute Fix Erodes Workplace Trust

I want to look at how we might be accidentally building a culture of acceptance of poorly managed change.

The Situation

Let’s take a look at Sarah. She manages a small customer support team. They handle a high volume of client inquiries, and are incredibly efficient.

Recently, executives asked Sarah to start tracking a specific new metric on every customer call. To capture this data, Sarah just needs to add one mandatory drop-down field to the form her team uses on every customer call.

It takes her two minutes to update the online form. If she does it now she will have a full day of data starting tomorrow which will impress the executives in next week's presentation that she could start collecting the data so quickly.

The Choice

  • Just push the update live right now. It’s only one field; they’re smart, they’ll figure it out.
  • Delay the update until tomorrow's morning huddle to explain why leadership needs this data and check if it impacts their workflow.

These are the micro-choices leaders face every single day. Each choice can have an impact on the change culture of an organisation and whether people will be willing to make the next change.

Supporting Your People

I am not going to give you the answer here.

Instead, I want you to test your judgment and see how your peers would handle it.

 Join me for The Practice Ground Live: What Would You Do? on 16 September 2026 at 12:30 PM AEST.

In this 45-minute interactive session, we will:

  • Vote live on Option A vs. Option B
  • Examine why teams make these choices
  • Apply the Know-Learn-Grow Approach to this change to see the difference

Can't make it live?

Changing with Confidence Mini Course

Sign-up to free mini-course LMS. Free Changing with Confidence Mini Course and you get access to the interactive recording along with the discussion forum.

Changing with Confidence Book

If you want to learn more about how provide explicit knowledge to properly build tacit knowledge for your people, then grab Changing with Confidence or book a call with Adrian.
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