It’s unlikely that any profession in the country
has seen more modifications to its rules, regulations and guidelines in the past five years than
mortgage origination. Adaptability and education have become veritable requirements
for mortgage pros. With more adjustments
on the horizon, brokers and loan originators
should continue to consider their strategies
for communicating, presenting and implementing
change effectively.
For starters, you should begin with an understanding
of the psychology of change, including the mixed reactions — which vary from excitement to panic — it can
bring to different people. For each person who responds with excitement, there’s often another feeling
trepidation. For everyone who asks thoughtful questions, there’s someone else frozen by fear.
In many cases, the more change that occurs, the more emo-
tional people become. When
too many changes occur too quickly,
the likelihood of reaching a crisis point
increases dramatically. Because of this,
the best way to initiate change often in-
volves assigning a single point of contact
or a specialized team of people to over-
see it.
Anyone given such a duty should take
the following steps:
• determine the likely impacts of a
change or changes.
• create an implementation plan.
• Initiate the change.
• evaluate results.
• Improve future change-initiation based
on evaluations and feedback.
In making any change to your business, it’s also important to allow as
much opportunity as possible to process
reactions, provide complete information
about the benefits and potential risks
involved, and offer as much help as possible with implementation.
voice their concerns. Listen actively and be
accepting of their issues and concerns. Be
prepared to address questions.
• build a list of frequently asked questions
and answers. play up the positives.
• give individuals an opportunity to develop effective
ways to implement the change.
• after implementing the change, follow up frequently to en-
sure its effectiveness and acceptance.
continued on page 45 »
Message and methods
One of the most-important aspects of initiating any change
to your business is to keep it from becoming boring. In many
cases, alterations to rules and regulations don’t hurt a company nearly as
much as poor planning and implementation.
It’s critical to make new information as lively, fresh and transparent as
possible. Although you may tire of describing a recent change repeatedly to
different people, you must recall that each new person is hearing from you
ELECTRONIC OPTIONS
Create comfort
Encourage your employees, co-workers, referral partners and
business associates to see the
benefits of every change. When
people are comfortable with the
reason for the change, they’re
more likely to work in favor of its
successful implementation.
to help facilitate change,
consider following these steps:
• briefly outline the background
of the proposed change. Include the main
reasons for the change.
• determine what each person in the orga-
nization will be required to do to imple-
ment the change and create a timetable
for implementation.
• create focus groups with key decision-
makers or those who will most likely be
affected by the change and ask for their
responses. Let them ask questions and
For many mortgage companies, the challenge of implementing change effectively is made more
complicated by the search for a cost-effective learning management system. When deciding
whether this type of system fits your needs, you also should assess your company’s overall goals.
Ginger Bell, an education specialist with Go2training, develops
training programs for many companies, including plaza Home
Mortgage, OnlineEd and Mortgage Success Source. Formerly
with Dale Carnegie training, Bell has more than 20 years’ experience leading workshops in public speaking, leadership, customer
service, sales and continuing education. Bell is a Nationwide
Mortgage Licensing System (NMLS)-approved instructor and
has received education awards from the California and Oregon
associations of mortgage professionals. Reach her at ginger@
go2training.com or visit www.go2training.com.
