Navigate change

AI can bring excitement, uncertainty, resistance or over‑confidence – sometimes all at once.

Using AI well is a change process, not a one‑off decision. Regular, clear, communication and being responsive to issues raised can support people through change as you introduce AI and scale its use. Change management principles help keep that support consistent.

Change management is a structured approach to navigating change at work. 

Done well, change management can: 

• boost employee engagement
• drive productivity
• reduce risks
• improve staff retention rates. 

Done poorly, change management can: 

• lead to disengagement
• decrease productivity
• expose organisations to risk and liability
• increase resistance to change
• increase staff turnover
• contribute to the development of psychological injuries. 

Change navigation focuses on how people experience change in day-to-day work. It asks: How do people experience change, and what helps them move through it?

To introduce AI the right way, it’s important to:

• engage and listen to feedback
• recognise your team's ability to identify opportunities and risks
• be alert to unintentional harm
• meet your work health and safety obligations to eliminate or reduce risks so far as is reasonably practicable
• consult with workers about changes that may affect their health and safety
• maintain trust during uncertainty
• bring your team with you from the start through meaningful consultation.

If you’re leading the change, it helps to:

• prepare, inform and support your team
• be clear about how and why the organisation is using AI
• create a safe, supportive and open environment 
• provide pathways for people to raise concerns
• recognise the value of feedback provided by your team
• set clear steps for the change
• check results and respond. 

To support safe and consistent ways of working, implement systems and processes that encourage safe innovation and responsible AI use.

Successfully adopting AI isn’t just about the technology. It depends on the people who will work with it. When people experience change differently, clear communication and steady support helps build trust and confidence.

A people‑centred approach helps AI keep delivering benefits over time, manage risks and meet regulatory obligations.