Perceived causes of change fatigue in an insurance company in South Africa

Abstract

Change in today’s world has become increasingly inevitable as a result of various factors but particularly as a result of the current industrial revolution. Companies will be forced to undergo changes, which may occur frequently and/or simultaneously, in order to ensure survival. As a result, employees may experience intense feelings contributing to change fatigue. Change fatigue is defined as the overwhelming feelings that are associated with emotions such as stress, exhaustion, and burnout caused by an organisation undergoing excessive change. The purpose of this study is to identify the drivers of change fatigue and to assess the impact thereof on employees at an insurance company within the South African context. Semi-structured interviews were the primary measurement tools that were utilised in the data collection. Data was coded and themed in accordance with the study. In the research conducted the drivers of change identified were: tiredness and burnout, exhaustion, stress, the frequency of change, and conflicting and overlapping change, as a result of changes relating to management, systems, business growth and building facility changes. The significance or impact of the changes appeared to be a contributing factor towards the feelings related to change fatigue. The data illustrated that those who understood the rationale of change and had already experienced some degree of change expressed fewer drivers of change fatigue. Some changes (such as business growth) went unnoticed and when unpacked was the ultimate driver for all the changes presented. The impact of the change resulted in uncertainty, withdrawal, intentions to resign or resignation. However, a minority of the respondents reported having gained a competency to adapt to change as a result.