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It is a fact that people do not like change—and in my years of experience as a Learning & Development Specialist, I have proven it. Resistance to training is particularly common when employees have been using the same computer applications for years, even decades, and is part of a bigger phenomenon known as “resistance to change” (RTC). The familiarity of the old ways feels safe, and the unknown can feel intimidating. In fact, studies show that 37% of employees actively resist organizational change.
This challenge requires an extra dose of patience. Over the years, I have drawn heavily on this competency. But, patience alone isn’t enough. What has really helped me turn resistance into openness is something I have learned to master: the art of selling benefits. A powerful principle I learned in my role as an independent sales representative is that “Features tell, but benefits sell.” I have integrated this approach numerous times when working with employees who push back on change processes. And it works.
I first tried this approach as a contract trainer during a major acquisition and merger of two large wealth management companies. Employees were understandably anxious about the new systems that were being implemented. One high-performing broker, in particular, was a tough case—he had turned every trainer away multiple times when we tried to show him the new system’s features.
Not wanting him to be at a disadvantage, I decided to shift my strategy. Instead of leading with the technical details, I framed the conversation around how the new system could directly benefit him. I knocked on his door and confidently asked, “Do you have a moment for me to show you how you can generate a short list of ideas with just a few clicks?”
To my surprise, that one question did the trick. He invited me in. As I showed him how he could achieve the same results in a fraction of the time it took him before, his resistance faded. He leaned back, intrigued, and asked me to repeat the steps. What had started as a reluctant exchange quickly turned into an engaging learning session. In that moment, I realized that persistence, combined with highlighting real and tangible benefits can shift even the most resistant learner.
This experience taught me something deeper: training is about more than imparting information—it is about connection. As the late Professor, Leo Buscaglia so wisely said, “Too often we underestimate the power of a touch, a smile, a kind word, or a listening ear.” Building a rapport with learners, especially those hesitant to change is essential. When people feel seen and understood they are much more willing to engage.
That is why I have made it my mission to approach training with empathy and genuine care. When the broker saw that I wasn’t just there to push new technology on him but to help him work more efficiently, he became open to learning. We spent the next half hour going over the system, and by the end, he was fully invested in adapting to the change.
At the heart of my approach to training is that people resist change because they fear it. I have come to see that my role isn’t just to teach new tools or processes—it is to guide people through the discomfort of change toward growth.
Patience and persistence are powerful keys. It is not always easy to break through initial resistance, but by remaining determined, and grounded in the benefits of the subject matter the results are transformative. One other occasion from that same project that stands out was when another trainer shared his frustration with me. Collaborating with him, I managed to get the listening of the broker who now welcomed us. Later that morning, brimming with exuberance, he stopped us in the corridor to break the news of his extraordinary productivity and scheduled an appointment to further his learning.
By staying patient, connecting with the learner on a human level, and emphasizing the personal benefits of the change, I have seen even the most skeptical employees become enthusiastic adopters.
The moments of breakthrough with these brokers weren’t just wins for the company—it was a personal victory. My mission in life is to educate, enlighten, and uplift others to achieve their highest potential – that included my teammate, who now had a new tool to add to his arsenal. Seeing someone go from resistant to empowered brings me immense fulfillment.
Focusing on benefits during training can significantly improve engagement and retention of knowledge. Research suggests that employees are more likely to embrace learning when they understand how it will directly influence their efficiency, job satisfaction, or career growth. By emphasizing the practical outcomes of new skills or processes, trainers can contribute to reducing resistance and foster a more open mindset. This approach helps learners see training as a valuable investment in their personal success rather than a disruption, burden or something to fear.
Final Thoughts: Embrace the Journey of Change
So yes, change can be difficult and is part of the human condition, but it is an essential part of learning and growth. By focusing on the benefits, building connections, and practicing patience, we can help people overcome their fears and embrace new opportunities. As Buscaglia said, “Change is the end result of all true learning” and when we persist in the face of resistance, we guide others toward a brighter, more empowered future. This not only enhances team productivity but also enables organizations to stay competitive in an ever-evolving marketplace.
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