Transcript powerpoint slide

Doing change well
Change management and communication
David Wallace
Change....
• Something different
• Disruption
Change management...
• The human aspects of change
• Engaging and motivating people
• Getting a good outcome
Define the change
Generate sponsorship
Manage resistance
Plan reinforcement
Plan communication
Define the change
Generate sponsorship
Get people ready
Define the change
• What is the change
• Why it needs to change
– benefits
• Who needs to change
• What is the change for them
• How will it feel for them
Plan reinforcement
Plan communication
What is the change?
As is
To be
Problems of “As is”
Benefits of “To be”
Analyse change impact
Identify the
people
Analyse the impact of the change for them
Who
What is the change
Individuals and
groups involved
from their perspective
Positive for them
Plan
Negative for them Actions I need to
(or blockers)
take
Define the change
Generate sponsorship
Get people ready
Generate sponsorship
Plan reinforcement
Plan communication
• The most important factor
• The sponsor
– Authorises, legitimises and owns the change
– Has power and influence
– Commits resources
– Reinforces change
• Champions
• Change agents
For your change,
who would they be?
Define the change
Generate sponsorship
Get people ready
Manage resistance
• Resistance to change is inevitable
• Whether the change is positive or negative
Plan reinforcement
Plan communication
Resistance behaviours
Resistance behaviours
Active (overt)
Passive (covert)
• Find fault
• Agree but don’t do
• Ridicule
• Feign ignorance
• Appeal to fear
• With-hold information
• Manipulate
• Refuse to cooperate
• Leave
• Superspiritual
Why do people resist change?
Why do people resist change?
•
Fear of the unknown (worried about being able to adapt, risking failure)
•
Risks to security, friends and contacts, money, freedom, pride, satisfaction, responsibility, authority,
working conditions, status, autonomy, quality of life
•
Resentment about unfairness – getting even.
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Changes to the mutual commitments and obligations in a working relationship
•
Competing commitments
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Status quo is working fine
•
Bad timing of change
•
Prior negative attitude to the organisation
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Lack of respect for person implementing change
•
Loyalty to the old person or the old way (honour the past)
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Can’t visualise it from the words
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Feel overloaded and overwhelmed, fatigued with all the change or activity
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Skepticism – want to be sure the new ideas are sound
•
Fear hidden agendas (empire building, eliminating opposition, bad news) – get bad news out fast
Effective behaviours for managing
resistance
• Give them a chance to change
• Actively surface resistance
• Create rapport
• Identify the aspect being resisted
• Name it neutrally “You seem...”
• Establish the source of resistance
• Use open-ended questions
• Listen
• Seek win-win solutions
Ineffective ways
• Purely logical arguments
• Arguing before listening
• Public conflict
• Assuming bad faith
• Trying to overcome, combat or solve resistance
• Coercion (the big stick)
• Giving up after one attempt
The up side of resistance
• Clarifies understanding
• Creates options
• Improves the solution
• May avoid a disaster
• Independent thinkers, when convinced, become
legitimisers for the crowd
Define the change
Generate sponsorship
Manage resistance
Plan reinforcement
Plan communication
Define the change
Generate sponsorship
Get people ready
Plan reinforcement
Plan reinforcement
Plan communication
Old behaviour
New behaviour
Effort
Increase
Decrease
Reward
Decrease
Increase
Negative
consequences
Increase
Decrease
Steps of engaging with change
Develop
Own
Repeat
Act
Support
Understand
Hear
Start
Define the change
Generate sponsorship
Plancommunication
communication
Good
What is good communication like?
Get people ready
Plan reinforcement
Plan communication
Good communication
1. Easy to scan
2. Easy to understand
3. Complete
4. Inclusive
5. Interesting and memorable
6. Often
7. Different ways
8. Motivational
9. Inviting response
1. Easy to scan
• Straight to the point
– Like news stories
• Few clicks, no PDFs
• Informative title
• Headlines
• Boldface key emphasis
• Bullet lists
• White space
2. Easy to understand
• Less clauses per sentence
• Simpler words
• Active voice
• Unambiguous
• Positive statements
• No distracting bloopers
Barcaple will take place in the first week of the
school hols. Activity residential for 11-14s. See
Gertie for more details.
3. Complete
• Start and end time
• Location
• Cost, if any
• Who can attend
• List of options
• Contact information
• Breadth and depth via links
4. Inclusive
•
Avoid acronyms and jargon
–
•
Non-critical tone
–
•
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Insider language
Col 4:6 “grace, seasoned with salt”
Consider
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Newcomers
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People without computers
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Special diets
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Children and young people
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Those without families
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Those without money to spare
Care – come as you are
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Don’t pile on guilt, oughts or shoulds
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Care with personal identity information
5. Interesting and memorable
• Less is more
• Surprise or fun
• Interactive
• Visual
• Metaphor: say old things in new ways
• Authenticity: personal story
• Emotion is memorable
6. Often
•
•
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Repeat the message
–
Identical content
–
Flag additional detail as news
–
Vary the interest factor
–
Comment, discuss, interact
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Multiple channels
Consistent across channels
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Content & details
–
Imagery
–
Have the right powerpoint slide on screen!
Available everywhere you expect to find it
–
Newsmail
–
Web calendar
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Powerpoint show
–
Welcome pack
7. Different ways
What different channels can we use to
communicate with people?
Paper newsletter
Rolling powerpoint at events
Notices, talks or stories at events
Forums
Individual phonecall or chat
Leaders briefings
Housegroup leader cascade
Flyers and cards
Welcome pack
Posters, signage, noticeboards
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Communication channel effectiveness
Rate each communication
channel from 1 to 10 in
each column, compared
to the others
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Communication channel effectiveness
Rate each communication
channel from 1 to 10 in
each column, compared
to the others
Website items, newsmails, rss
6
2
7
9
9
5
8
6
Paper newsletter
8
5
8
6
9
5
9
8
Rolling powerpoint at events
5
1
5
9
2
2
1
2
Notices, talks or stories at events
4
1
8
9
6
6
3
7
Forums
2
1
3
9
3
4
1
2
Individual phonecall or chat
8
3
1
7
6
8
5
10
Leaders briefings
4
1
3
4
7
7
4
6
Housegroup leader cascade
7
1
5
2
3
5
2
9
Flyers and cards
7
4
3
9
3
5
3
3
Welcome pack
3
7
3
3
7
5
6
3
Posters, signage, noticeboards
5
4
4
7
3
3
7
1
8. Motivational
• Visionary – visualising what it will be like
• Valuable – answering the why bother question
• Led – so people can follow
• Owned – with enthusiasm
• Branded – part of who we are
• Human – not from the faceless office
9. Inviting response
• Next steps clear
• Instructions in the right order
• Easy to respond immediately
– Web form
– Visible person to speak to
– Place to get more info
Good communication
1. Easy to scan
2. Easy to understand
3. Complete
4. Inclusive
5. Interesting and memorable
6. Often
7. Different ways
8. Motivational
9. Inviting response
Define the change
Generate sponsorship
Get people ready
Plan reinforcement
Plan communication