When most change strategies are rolled out, there's one group often overlooked — the frontline.
They’re the ones who feel the change first. The ones customers interact with. The ones who can make or break a transformation’s success. And yet, frontline teams are frequently the last to know and the least supported.
It’s not that leaders don’t care — it’s that they often don’t realize how differently change is experienced at the frontline.
“We’re Always the Last to Know”
We worked with a manufacturing plant introducing process automation to reduce manual tasks. While leadership viewed it as a step toward modernization, the operators saw it as a threat. They feared job loss, resented being excluded from early discussions, and began to disengage.
One operator said, “Decisions are made over our heads. Then we’re expected to just smile and adapt.” That statement shifted the tone of the entire change approach.
Bring the Frontline In, Early and Often
Real engagement starts with listening. Not just surveys — real, two-way dialogue. In the example above, we initiated “floor huddles” where employees could voice concerns directly to leadership. The sessions were candid, sometimes uncomfortable, but they built trust.
We also introduced peer change champions — respected employees trained to guide their teams. They translated leadership messages into shop-floor language and shared feedback back up the chain.
Simple tools like shout-out boards, quick-win trackers, and local recognition helped create momentum and visibility. We weren’t pushing change — we were co-creating it.
Keep It Practical and Human
Training also matters. Not just what to do — but why it matters. Frontline workers don’t want jargon or high-level strategy. They want clear, hands-on guidance that respects their time and intelligence.
In another case, we moved from long e-learning modules to 20-minute, tool-in-hand sessions — led by shift supervisors who had gone through a “train-the-trainer” program. Engagement soared.
Impact That Sticks
When frontline teams are meaningfully engaged:
- Change adoption is faster and more sustained
- Operational downtime is reduced
- Morale and trust go up — not down
- Ideas flow from the frontlines — not just to them
Your frontline can be your greatest change ally.
If you’re planning a transformation, let’s build an approach that includes those who matter most.