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Inspiration

No payments pro left behind

isruption is ongoing in the payments industry. advantages of new programs and initiatives, asking
It can be exhilarating when you're an agent of for feedback, and listening closely to what people say.
innovation, bringing changes through new tech- When people have good ideas that will help facilitate
D nology, major acquisitions, or groundbreaking your initiatives, give them credit and implement their
strategies and programs. However, disruption can often be suggestions when feasible.
difficult for people who enjoy their jobs as they currently
are. 5. Be an example. Take time to reflect on your situation.
Assess what you've done well and where you'd like to
How can you help a customer service rep, for example, improve professionally – and share this process with
whose duties were revamped after a recent merger, or a others. For instance, if you realize you don't yet fully
merchant level salesperson (MLS) who doesn't grasp how understand a new technology your hardware partner
to sell a new service that significantly reduces merchant is raving about, bring an expert in to do a presentation
churn? with staff. Ask questions. Show that you're learning
along with everyone else, and encourage others to
Helping others adjust keep expanding their knowledge.
Here are six suggestions for helping others embrace change: 6. Prepare for more than one outcome. You may have
done your best to plan in advance for every aspect of
1. Take care of yourself. Make sure you have the the change you're implementing. However, no one can
requisite support to remain positive in the face of predict the future. Variables are a constant. Imagine
complaints from people who are unhappy with new alternative scenarios to the one your desire and come
roles or revamped teams. Reach out to colleagues up with ideas on how you can address each. In essence,
grappling with the same kinds of issues in their have a Plan B.
companies; discuss your experiences and share ideas.

2. Maintain a positive attitude and encourage others In addition, sometimes you may have to facilitate [face]
to do the same. Don't take negative talk personally. changes you never envisioned. The economy is always in
Never let someone else's bad attitude bring you down flux. You might need to reorganize and let a few people
or cripple your momentum. go during a severe recession, for example. The six ideas
provided herein can help in these situations – with the
3. Identify people on staff who can help. Observe additional advice to be especially mindful if a working
those who are adapting well, assess their skills and relationship or partnership has to end. When you bid
give them duties that will put them in a position to someone farewell, be as compassionate and helpful as you
mentor others who have been slow to come to terms can.
with the new situation.

4. Keep lines of communication open. Many an
upset can be avoided if people feel their supervisors
care about them. This caring often can be conveyed Kate Gillespie, President and CEO
by sharing useful information, demonstrating

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