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Welcome and opening scenario

Learning outcomes

A colleague will not use the new tool

What may sit behind resistance?

Behaviour is not the cause

Lewin's Change Model

Three stages of change

Using ADKAR to locate the barrier

Five individual change needs

What's behind the resistance?

Build the evidence

Respond to the need, not the label

Ask, listen, respond and review

Write a supportive response

Final application and completion

Apply the approach to a new situation

Completion summary

Quiz

Behaviour or possible cause?

Sequence the support

Match the comment to ADKAR

Select the support response

Select the plausible causes

Discussion forum

Resistance in the real world

Are you a digital support technician facing pushback when introducing new tools or processes. Change is inevitable in the tech world, but resistance to change can slow down adoption, frustrate teams, and hinder organizational progress.

Are you a digital support technician facing pushback when introducing new tools or processes? Change is inevitable in the tech world, but resistance to change can slow down adoption, frustrate teams, and hinder organizational progress. Welcome to "Understanding and Navigating Change Resistance for Digital Support Technicians," a comprehensive course designed specifically for IT and digital support professionals who want to master the human side of technological transitions. In this engaging course, you will move beyond simply labeling colleagues as "difficult" and learn to uncover the root causes of their resistance. Through practical scenarios, such as dealing with a colleague who refuses to use a new tool, you will explore proven frameworks like Lewin's Change Model and the ADKAR model. These powerful tools will help you identify individual change needs and pinpoint exact barriers to adoption. You will learn that behavior is merely a symptom, not the cause, and discover how to build evidence to understand what truly sits behind the pushback. By the end of this training, you will be equipped to ask the right questions, listen actively, and write supportive responses tailored to specific needs rather than generic labels. Featuring interactive quizzes, real-world application exercises, and a discussion forum to share experiences, this course empowers you to transform resistance into readiness. Join us to enhance your communication skills, foster a culture of adaptability, and become a trusted guide in your organization's digital transformation journey.

Understanding and Navigating Change Resistance for Digital Support Technicians

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            <p>Digital transformation is a constant reality in today's fast-paced technological landscape, but implementing new tools and processes often comes with a significant hurdle: human resistance. For Digital Support Technicians, encountering colleagues or clients who refuse to adopt new systems is a daily challenge. This pushback is rarely just about stubbornness; it is often a complex reaction rooted in underlying fears, a lack of understanding, or unmet personal needs. To effectively support users and drive successful digital adoption, technicians must learn to look beyond surface-level behaviors and uncover the true drivers of workplace friction.</p>

<p>This comprehensive course is designed to equip you with the psychological frameworks and practical communication strategies needed to navigate these challenging interactions. By exploring established methodologies like Lewin's Change Model and the ADKAR framework, you will learn how to accurately locate the specific barriers preventing individual change. As you progress through the modules, you will transition from merely observing resistant behavior to actively investigating its root causes, building evidence, and crafting supportive, targeted responses. Through interactive scenarios, quizzes, and real-world applications, you will develop the essential skills to ask the right questions, listen effectively, and respond to the actual need rather than the label of resistance, ultimately fostering a more adaptable and cooperative digital environment.</p>
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