By CEDR HR Solutions

Running a medical spa means staying ahead in the ever-evolving world of wellness and aesthetics. To remain competitive, implementing new treatments, techniques and systems is essential. However, managing team members who resist change—commonly known as "blockers"—can be a significant challenge.

Blockers are often highly valuable employees. They may have been with your practice the longest, possess the most expertise or serve as role models for others. Yet their resistance to change can create roadblocks, making it difficult to move your practice forward.

So, what are your options? Termination is one approach, reserved for the worst scenarios, but if the employee is otherwise a key asset, guiding them through the transition is often the better path. A proven method to manage blockers effectively is the Listen, Empathize, Redirect, Require and Measure framework:

1. Listen: Schedule regular one-on-one meetings to provide blockers a space to express their concerns. Practice active listening by reflecting on their feedback to show they’ve been heard.
2. Empathize: Validate their perspective by acknowledging their experience and expertise. This builds trust and sets the stage for collaboration.
3. Redirect: Explain the rationale behind the change, focusing on its benefits. For example, highlight how a new process could reduce errors, save time or improve patient satisfaction.
4. Require: Be clear that the change is non-negotiable and an essential part of their role. Set expectations for their involvement in the transition.
5. Measure: Establish follow-up milestones to evaluate progress. Scheduling these in advance demonstrates your commitment to their success.

Example scenario: Implementing a new online booking system

The situation: You’re introducing an online booking system to improve efficiency and patient experience. One veteran front desk professional, Susan, resists the change, preferring the old paper system and voicing her concerns to others.

The approach:

• Listen and empathize: Meet with Susan one-on-one to understand her concerns. Say, “Susan, I appreciate your feedback. I know adapting to new technology can be challenging when you’re used to a proven method.”
• Redirect: Explain the system’s benefits, such as reducing scheduling conflicts and freeing up time for patient care. Tie it to shared goals: “This system will enhance patient satisfaction and grow our business, ultimately benefiting the whole team.”
• Require: Reinforce that adopting the system is a necessary part of her role.
• Measure: Offer training and support and set a follow-up meeting to review her progress and address any issues.

By using this structured approach, you can turn resistance into acceptance—and even advocacy.

To better understand how to identify and manage blockers on your team, download CEDR HR Solutions’ free Blocker’s Guide here.

CEDR HR Solutions believes that better workplaces make better lives. They provide custom, legally compliant employee handbooks, expert human resources support, and powerful team management software to the owners and managers of more than 2,500 wellness, medical and dental businesses in all 50 states. CEDR's “HR for Life” approach to serving its members empowers medical spa professionals to build better businesses and lead more fulfilling lives by connecting them to expert HR advisors who work with them to find practical, compliant solutions to their day-to-day HR and team management problems.