Navigating change is never easy, but your ability to guide a team through uncertain times is what sets you apart as a leader. In this unit, you’ll learn how to anticipate concerns, communicate with clarity, and build trust—even when you don’t have all the answers. These skills will help you keep your team focused, engaged, and resilient as you move through transitions together.

When change is on the horizon, questions and worries naturally arise. A practical way to support your team is to use the "Three Ws" framework: What’s changing, Why it’s changing, and Who is affected. This approach helps you proactively address what’s likely on your team’s minds and structure your communication clearly.

For example, team members may wonder:

• What’s changing? “Will my responsibilities shift?”
• Why is it changing? “What’s the reason behind this change?”
• Who is affected? “How will this impact me or our team?”

By surfacing and answering these questions early, you reduce anxiety and prevent rumors from taking hold.

Even if you don’t have every detail, being upfront is powerful. You might say,
What: “Some aspects of our workflow are still being finalized, but your main responsibilities will remain the same for now.”
Why: “We’re making these updates to improve efficiency and reduce manual errors.”
Who: “For now, this will mainly affect the reporting team, but I’ll keep everyone updated as I learn more.”
This kind of transparency shows you’re thinking ahead and that you care about their experience.

During uncertain times, your team needs to feel heard and understood. Active listening means giving your full attention, reflecting back what you’ve heard, and responding thoughtfully. If someone says, “I’m not sure how these changes will affect our deadlines,” you could respond with, “It sounds like you’re concerned about meeting our project timelines. Let’s review what’s shifting and see where we might need to adjust.”

When communicating about change, use the Three Ws to be explicit:

If you don’t have all the answers, honesty is key: “I don’t have all the details yet, but I’ll share updates as soon as I do.” This approach builds credibility and keeps your team aligned.

Here’s a sample dialogue using the Three Ws:

• Jessica: Hey Chris, I wanted to check in about the new workflow changes. How are you feeling about everything?
• Chris: Honestly, I’m a bit confused about what’s actually changing and what I should focus on.
• Jessica: Thanks for sharing that. Here’s what I know so far:
  What’s changing: We’ll be using a new platform for reporting starting next month.
  Why: The goal is to make our process more efficient and reduce manual errors.
  Who: For now, this mainly affects the reporting team, but your main goals and weekly routines will stay the same. If you have specific questions or need extra support, I’m here.
• Chris: That helps, thanks. I was worried I’d have to change how I do everything.
• Jessica: Not at all—most of your day-to-day work will stay the same. I’ll keep you posted as we get more details, and let’s touch base again if anything feels unclear.

In this exchange, Jessica uses the Three Ws to clarify the situation, listens actively, and commits to ongoing communication.

People are more likely to embrace change when they understand the purpose behind it. Whenever possible, connect the change to broader team or organizational goals using the Three Ws:

• What: “This shift in priorities will mean new project assignments.”
• Why: “It will help us better serve our customers and position our team for future growth.”
• Who: “Everyone in the customer support group will be involved in the transition.”

When you tie changes to a clear “why,” you help your team see the value and stay motivated, even if the path forward feels uncertain.

As you continue, you’ll have the chance to practice these skills in a role-play session—where you’ll respond to team concerns, demonstrate active listening, and communicate change with clarity and empathy using the Three Ws framework.