Lisa Reynolds: Effective Change Management Starts with Empathy

How do you successfully manage change within your organziation? The key is to remember that change impacts PEOPLE – and you need to ensure they feel seen, heard and  valued in the process before any change can happen. That requires hiring leaders with high emotional intelligence.

Today’s guest, Lisa Reynolds, is the vice president of change management at CHRISTUS Health, an organization that is 50,000+ strong. Despite the organization’s large size, Lisa is able to connect associates to corporate strategy, coaching leadership teams, and individuals to manage organizational transformation, including helping people adopt culture strategies, processes, and system implementations. Listen in and hear the secret ingredient of making sure that your change initiatives take root, no matter how big or how small the organization, and how to hire for emotional intelligence and empathy. 

Key Takeaways:

  • Resistance is a normal reaction to change. As leaders, we can plan for that resistance and, with empathy, lead our team through the change rather than rushing them through it. 
  • In every interview, before you can assess someone else’s EQ, you need to check your own EQ and be aware of your own biases.
  • “Finish every day and be done with it. You have done what you could  – some blunders and absurdities, no doubt crept in. Forget them as soon as you can. Tomorrow is the new day; you shall begin it serenely and with to highest spirit to be encumbered with your old nonsense.” – Ralph Waldo Emerson

“We tend to hire people for their IQ, but people get promoted by their EQ. If you don’t listen and just drive, drive, drive, without involving people, that’s when it impacts your career.” —  Lisa Reynolds, Ph.D. SPHR

About Lisa Reynolds: Vice President of Change Management – CHRISTUS Health

Lisa has been with CHRISTUS Health for over 20 years and is the Vice President of Change Management.  Lisa leads the people side of organizational change and transformation, ensuring alignment to business strategies while enriching the CHRISTUS Health culture. Lisa connects Associates to the corporate strategy, coaching leadership, teams, and individuals to manage organizational transformation, including helping people adopt culture, strategies, processes, and system implementations. Prior to this role, Lisa was the Vice President of Talent Management and held previous roles in organizational development, patient experience, and risk management. 

Lisa has a Bachelor’s Degree in Management from Regis University, an MBA with a healthcare emphasis from Louisiana State University, and a Doctorate of Philosophy in Leadership Studies from Our Lady of the Lake University in San Antonio. 

Lisa’s passion is being a development chemist who serves as a catalyst that assists others in finding and unleashing their talents to discover their full potential.  Lisa believes everyone has the power to create a positive emotional state and create his or her own destiny.  

Lisa has presented topics ranging from Executive Onboarding, Associate Engagement & Recognition, Gaining Stakeholder Buy-In, and Integrating Culture in the Associate Lifecycle at national conferences such as Human Capital Institute Performance Management Innovation Summit, LEAP HR, Consero Talent Acquisition & Talent Management Summit, American Society for Healthcare Human Resources, and Fierce, Inc., and Fierce Inc.

Lisa also enjoys running, dark chocolate, volunteering for Back On My Feet, and laughing with colleagues, friends, and loved ones.

Connect with Lisa Reynolds:  




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