HBR Executive Panel: Leading Change Without Losing Trust

Why It Matters

Applying this disciplined, trust‑centric change model helps leaders convert disruption into measurable performance gains, protecting morale and accelerating strategic outcomes.

Key Takeaways

• Energize employees by linking change to personal benefits
• Provide clear skill‑development pathways to reduce anxiety for employees
• Prioritize strategic focus; avoid spreading resources too thin
• Demonstrate tangible value creation to sustain engagement through measurable results
• Embrace continuous evolution and iterate change cycles regularly

Summary

The Harvard Business Review executive panel tackled the perennial challenge of steering large‑scale organizational change while preserving employee trust. Panelists outlined a four‑step framework—energizing people, mapping skill journeys, focusing strategy, and committing to continuous evolution—tailored for today’s fast‑moving business environment.

First, leaders must spark energy by showing individuals what’s in it for them; as one speaker put it, “action is the cure to anxiety.” Second, a clear upskilling roadmap reassures staff they can meet new demands. Third, strategic focus means choosing a few high‑impact initiatives rather than diluting effort across countless pilots. Finally, visible value creation and iterative cycles reinforce that change is purposeful and ongoing.

A memorable quote highlighted the CHRO’s unique role: “We have to frame change in a way that’s very clear.” Examples included redesigning processes to make colleagues’ daily work easier and tracking tangible outcomes on a scorecard to prove impact.

For executives, applying these steps translates into higher engagement, faster adoption, and sustained trust—critical ingredients for delivering the promised benefits of any transformation effort.

Original Description

How do you lead people through major organizational change—and bring them with you?

At the HBR Leadership Summit, Chief Colleague Experience Officer at American Express Monique Herena joined HBR Editor at Large Adi Ignatius to discuss what it takes to lead through change while maintaining clarity and trust.

Herena’s framework is built around four actions: energize people around the opportunity, empower them with the skills and support they need, embed change by demonstrating value, and keep evolving as new challenges emerge.

As she puts it, "action is the cure to anxiety."

HBR Executive subscribers can view the full panel here: https://s.hbr.org/43vOy5q