Frontline Innovators

The People Side of Change - Frontline Innovators - Episode # 20

November 2, 2021

Today’s guest is a former frontline employee, and uses his past experience to help make life easier for other deskless workers. Lee Goldstein is a Change Manager at a major energy corporation, and he joins host Justin Lake to give his insight on how to help those frontline employees and make their lives easier through the use of new technology.



  • The biggest challenge that deskless workers face today is communication. Often these employees are working odd hours, holidays, and weekends which makes it difficult for them to reach someone in management with any issues or questions.
  • Those in management can go out in the field or ride in a truck with those frontline workers to understand what their daily life is like and the struggles they face, and have a better understanding of how to solve any issues they face. 
  • It’s difficult to get frontline workers to adopt new technology. These employees are keeping the lights on and their job depends on understanding how the new technology works, if it’s too complicated there could be major issues. 
  • If you leave the frontline workers out when thinking of new technology, that isn’t helpful. Their input is incredibly valuable as they are the ones that will be using the technology all the time.
  • The buy-in for your organization starts with asking “why?”. Just asking why you are doing something can determine if it is something that is necessary or not. 
  • Getting to know the frontline workers in your company is a valuable thing. They are people with their own hopes and dreams for the company, it’s worth listening to them.

Quote of the show:


12:04 “There's two real parts to project management, change management, if you will. There's the technical side and then there's the people side. So I was on the technical side, so if you're creating a product or you're introducing something, building something, whatever, just call it technical. And then there's the people side of it. 

So I really made that jump from the operations technical side over to the people side because I've tried to tell people, it's just that altruistic jump that you make at some point. You really want to help people. And it might not make sense, but it's a path to get to the people in a new and special and impactful way. And so for the past couple of years, I've been in a change management role and it's been incredible.”



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