The 5 Communication Tactics That Reduce Staff Resistance

Kaizen Consulting
May 27
4 min read

Change is inevitable in healthcare, but acceptance is not. Whether you're implementing a new electronic health record system, launching a care coordination initiative, or redesigning patient flow, chances are you'll face one major obstacle: staff resistance.

And it's not surprising. Healthcare professionals are under immense pressure, and change often feels like another burden, not a benefit. At Kaizen Consulting Solutions, we’ve seen firsthand that the key to overcoming resistance isn't force—it’s communication.

Let’s explore five powerful communication tactics that reduce staff resistance and lead to smoother, more sustainable change.

1. Share the "Why" Early and Often

Most resistance comes from uncertainty, not stubbornness. When staff don’t understand the rationale behind a change, it’s easy to assume the worst: more work, less time, fewer resources.

Communicating the why of a change—the purpose, the vision, the patient impact—is the first step in reducing resistance.

Example: A community hospital in Ohio wanted to centralize its scheduling process, which would change how front-desk teams operated. Instead of announcing it through an email, leaders held department huddles explaining how the change would improve patient access and reduce no-show rates. Staff feedback helped refine the rollout—and resistance dropped dramatically.

Tactic in Action:

Use storytelling to make the purpose relatable.
Highlight how the change aligns with core values like patient care or team efficiency.
Repeat the message consistently across multiple forums.

2. Co-Create, Don’t Just Communicate

One of the most effective communication tactics that reduce staff resistance is making change a collaborative process.

When staff are invited to co-create solutions, resistance becomes ownership. They're no longer passive recipients but active contributors.

Real-World Example: A large ambulatory network in Florida was redesigning clinical workflows to accommodate value-based care models. Instead of imposing new protocols, the leadership team involved nurses, MAs, and providers in workflow mapping sessions. Their insights improved efficiency—and gave everyone a stake in success.

Tactic in Action:

Create change advisory groups with frontline representation.
Use surveys or town halls to crowdsource ideas.
Give credit publicly when staff suggestions shape the final plan.

3. Tailor the Message to the Audience

A single email blast won’t work for a multi-disciplinary team. Physicians, nurses, administrative staff, and techs all have different concerns, priorities, and preferred communication channels.

Tailoring communication shows respect and increases relevance, which in turn reduces resistance.

Case Study: A New England health system launching a new telehealth platform used different messaging for physicians (focused on workflow efficiency), front desk staff (focused on scheduling tools), and patients (focused on access and convenience). Each group received training and support tailored to their needs. Engagement—and adoption—soared.

Tactic in Action:

Map stakeholder groups and their pain points.
Customize communications (e.g., flyers, dashboards, in-person briefings) for each role.
Use champions from within each group to deliver key messages.

4. Create a Feedback Loop—and Act on It

Communication must be two-way. If staff express concerns and feel ignored, resistance only intensifies.

A true feedback loop means listening, acknowledging, and acting on what you hear.

Example: During a major EHR upgrade, a regional hospital in Georgia created a “feedback hotline” monitored by a rapid-response team. When staff reported log-in delays and screen freezes, the IT team resolved them within hours and reported fixes back to the team. Staff felt heard, and trust increased.

Tactic in Action:

Set up open forums, Q&A channels, and digital suggestion boxes.
Assign leaders to monitor feedback and communicate actions taken.
Close the loop with staff to show their input made a difference.

5. Maintain Visibility Through Leadership Rounding

Change often fails when leaders disappear after launch. Sustained communication from leadership signals that the initiative is important and ongoing.

Leadership rounding—regular check-ins with staff during and after implementation—builds credibility, trust, and psychological safety.

Real-World Example: At a Texas academic medical center, executive sponsors of a new OR scheduling tool rounded weekly to hear staff feedback and observe its impact in real time. Their presence helped uncover workflow glitches early and fostered a sense of shared accountability.

Tactic in Action:

Schedule weekly rounding with key stakeholder groups.
Ask open-ended questions and listen empathetically.
Publicly recognize teams who are adapting well.

Why These Communication Tactics Work

These five communication tactics that reduce staff resistance work because they address the human side of change:

People want to understand the impact on their day-to-day work.
They want to feel included and respected.
They want communication to be honest, relevant, and consistent.

Poor communication leads to confusion, fear, and disengagement. But thoughtful communication leads to trust, clarity, and ownership.

Common Mistakes to Avoid

Even the best change initiatives can falter if communication isn’t handled well. Avoid these pitfalls:

Announcing change without input: Staff feel blindsided and disrespected.
Overloading staff with jargon: Keep language simple and human.
Ignoring feedback: Even silence sends a message—usually the wrong one.
Failing to repeat key messages: One-time communication isn’t enough.

The Consultant’s Role in Reducing Staff Resistance

At Kaizen Consulting Solutions, we specialize in guiding healthcare leaders through change by leveraging proven communication tactics that reduce staff resistance. Our approach includes:

Stakeholder mapping and engagement planning
Message development tailored to multiple audiences
Leadership coaching in empathetic communication
Facilitating co-design sessions with staff

Our proven communication frameworks not only help reduce resistance but also build stronger, more resilient teams that embrace change as a path to better care.

Final Thoughts: Culture Change Begins with Communication

Organizational change isn't just about process—it’s about people. And people resist what they don’t understand, fear, or feel excluded from.

That’s why communication tactics that reduce staff resistance aren’t just nice to have—they’re essential. By approaching change with clarity, compassion, and collaboration, healthcare leaders can build trust, reduce friction, and create a culture ready for growth.

Is your organization struggling with staff resistance to change?

Let Kaizen Consulting Solutions help you develop a tailored communication plan that gets results. Connect with us today and transform how your team experiences change.