Consider only one of the many types of communication that is required of a process manager. We have already suggested that the process manager needs to look for opportunities to improve the process and make changes in organization of flow and the tasks performed to ensure that the process becomes ever more efficient and effective (or better, faster, and cheaper, if you prefer). At the same time, the process manager is looking for opportunities to make changes; he or she should be aware that most people hate to change. Change causes discomfort. It requires learning new things, and it results in employees making mistakes as they try to implement new procedures. (The author of this book, for example, does everything he can to avoid upgrading to new software, knowing, as he does, that it will reduce his efficiency and increase his frustration when he tries to figure out a new way of doing things.) The process manager not only needs to identify opportunities for change, he or she needs to be sure the change
will really result in a benefit to the organization, and then he or she needs to sell the change to the employees who will be affected by the change.