Agents for Change/KVHRA April 2013

1. Agents for Change/KVHRA April 2013 Becoming Agents of Change “It’s not our differences that divide us, it’s our judgments about each other that do.” (Meg Wheatly)

2. Agents for Change/KVHRA April 2013 Becoming Agents of Change Agenda: Introduction/ Setting the Context Applying the Cycle of Change Model Resistance to Change – 3 level Model Getting Change Back on Track “The List” Next Steps/ Action Plans Resources / ongoing support

3. Successful Change Agents Agents for Change/KVHRA April 2013 Build a case for Change “that’s a great idea”, “how can I help”, Get Change Up and Running Get stakeholders involved from the start of the Change Have integrated/coordinated Change plans Sustain Commitment to Change over the long haul Understand Change takes time, support and follow-thru Are good at spotting Resistance Have action plans for when a change derails Get the change back on track

4. Agents for Change/KVHRA April 2013 Why Change Fails Change is Really Hard The Power of Resistance Leaders don’t like to give up control

5. Agents for Change/KVHRA April 2013 Applying the Cycle of Change Change occurs in cycles Cycle of Change can help: See that no change lasts forever Understand why resistance is occurring Predict consequences of change approach Monitor progress/take corrective action

6. Cycle of Change Model Adapted from “Beyond the Wall of Resistance” by R. Maurer

7. Cycle of Change Agents for Change/KVHRA April 2013 In the Dark/(“one o’clock on cycle”) Limited Information See the Challenge (“3 o’clock on cycle”) The most Important point in life of a change Get Started (“6 o’clock on cycle”) Gets most attention in change management literature

8. Cycle of Change Agents for Change/KVHRA April 2013 Rollout (“8 o’clock on cycle”) Implementation Phase Results (“10 o’clock on cycle”) See Results Transition to Status Quo Time to Move on (“12 o’clock”) Nothing lasts forever

9. Agents for Change/KVHRA April 2013 The Biggest Mistake in Change Implementation “I Don’t Get It!” Intellectual 3 Levels of Resistance Getting ahead of others on Change Cycle Resistance It’s a common Mistake that we all make “I Don’t Like It!” Emotional “I Don’t Like You” Personal

10. Agents for Change/KVHRA April 2013 Resistance to Change/Why It Matters and What to Do About It 70% of change efforts fail Executives identify resistances as primary reason for change failures Real problem is leaders plan changes in ways that create inertia, apathy, opposition

11. Agents for Change/KVHRA April 2013 You’ve Got to Know What Creates Resistance to Change “I Don’t Get It!” Intellectual 3 Levels of Resistance “I Don’t Like It!” Emotional “I Don’t Like You” Personal

12. Agents for Change/KVHRA April 2013 Three Levels of Resistance Level 1 – “I Don’t Get It” Make Your Case for change Level 2 – “I Don’t Like It” Remove as Much of the Fear as You Can Level 3 – “I Don’t Like (Trust) You” Rebuild Damaged Relationships & Tend to Neglected Ones

13. Agents for Change/KVHRA April 2013The Cycle and three Levels 3 Levels of Resistance 1. “I Don’t Get It!” (Understanding/Intellectual) 2. “I Don’t Like It!” (Reaction/Emotional) 3. “I Don’t Like You!” (Trust/Confidence, Personal)

14. Agents for Change/KVHRA April 2013 The Most Important Thing You Can Do To Make a Change Successful Make a compelling case for change Applies no matter what type/size of change Organizations that ignore this risk failure

15. Agents for Change/KVHRA April 2013 Address Why Before How Is there an urgency to change? Who are the stakeholders? Bridge the Gap between what is “seen”

16. Agents for Change/KVHRA April 2013 Cast a Wide Net Who is the champion for the change? Who needs to support the change? Who needs to go along with the change?

17. Agents for Change/KVHRA April 2013 Mind the Gap Pay attention Gaps - what do you see / what do others see Identify where the disconnects are Does Gap resist because of lack of shared data

18. Agents for Change/KVHRA April 2013 Bridge the Gap It’s not just about information People need to understand what you are talking about People need emotional connection People must trust the source/trust you

19. How Can You Tell That You’ve Made a Case? Agents for Change/KVHRA April 2013 Need more than just thinking you’ve made the case for change You know that you’ve reached all 3 levels They got it They liked it They trusted what you told them People ask questions that show interest in what you are saying Challenge what you are saying out of a real concern Suggest ways to deal with challenges Volunteer to help Take leadership roles People are saying “I” and “We” not “You” and “They”

20. Getting started right Agents for Change/KVHRA April 2013 Step before starting: Make the case for change before doing anything else Address the “Why” before launching the “How” Now get started: Involve others in planning and implementation Communicate the vision and plan Address long term issues now Monitor Progress

21. Change Vision Agents for Change/KVHRA April 2013 Shows where you want others to head Vision points the way Clear picture of what the end result should look like When you want to meet the target Values that are important to support the change Vision gives people something to aim for

22. Communicate and Monitor progress Agents for Change/KVHRA April 2013 Communication – multi-dimensional Involve others in planning and delivering communications Ask for feedback, integrate feedback, ask for more feedback, integrate, ask for feedback … Monitor progress Every step of the way Financial targets Deadlines Technical accomplishments Clarity and motivation

23. Getting Back on Track Agents for Change/KVHRA April 2013 A changed project implemented months ago is slowing to a halt. Examples: Rolled out a change – no one noticed The change project just vanished Resistance - is bringing everything to a stop If you don’t act to turn things around the project will likely fail. Whatever the reasons – you must regain support of the stakeholders. No matter what the situation, you must talk with people you trust and who know what’s really going on – and cover “key questions”.

24. Getting Back on Track Agents for Change/KVHRA April 2013 Pay attention to: The early warning signs Dig and find out why things are derailing Figure out what the data/information means Ask people what’s going on and Listen Consider that there may be a lack of leadership commitment/ support

25. Key Questions Agents for Change/KVHRA April 2013 What do you think will happen if we continue on as planned? How likely is it that we will be successful? And, why do you think that? If the problem is technical, financial or priorities go fix the problem. If it has to do with People need to get “the list”

26. Agents for Change/KVHRA April 2013 After you discover what’s going on (from those you trust to tell you), you need to know what the change stakeholders are thinking and feeling - Get “The List” The reason why people support or oppose the change Utilize – Your Survey Questions. Remember support/resistance for change comes from 3 levels. People understand what you are talking about or they don’t. They are either excited, committed, engaged in the change – or they are scared out of their wits. Either they trust the people leading them on the project or they fear that the clowns are running the circus. Once you know what’s on “the list”, you can begin to address the problems.

27. Resources Agents for Change/KVHRA April 2013 Beyond the Wall of Resistance The Magic List: Secrets of successful Organizational Change The Real Reason People Won’t Change 23 Great Ideas to Help Keep a Change Alive Carolyn’s contact information cslocombe@roadrunner.com – 207 929 0238