“In times of change learners inherit the earth, while the ... · Employee / Customers Loyalty...
Transcript of “In times of change learners inherit the earth, while the ... · Employee / Customers Loyalty...
“In times of change learners inherit the
earth, while the learned find themselves
beautifully equipped to deal with a
world that no longer exists.”
~Eric Hoffer
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My Background
Employee / Customers Loyalty Cultural Due Diligence in M&A Change Management/Comm Chief of Staff
HEALTHCARE EXECUTIVE
Published Author, Consultant, & Trainer on leadership, engagement, service, & change management.
COACH & TRAINER
IN-HOME PROVIDER
Mental Health / Crisis Care
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Successful Projects Require 3 Things…
C h a n g e M a n a g e m e n t .
…the processes that bridge between implementing a solution and realizing the benefits of that solution. …tools such as COMMUNICATIONS, SPONSORSHIP, TRAINING, RESISTANCE MANAGEMENT, AND COACHING.
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Effective Change Management Avoids…
1. Turnover of good employees
2. Reduced customer service
3. Loss of productivity/quality
4. Active/passive resistance
5. Disinterest in future state
6. Sabotage around the change
7. Increased absenteeism
8. People create “work-arounds”
9. Reverting to the “old way”
10. Division between “them” vs. “us”
Awareness: What is changing? Why is it changing? What are the risks of not changing?
Desire: Am I personally motivated to see this change happen?
Knowledge: Do I understand what to do? Do I know how to do it?
Ability: Have I demonstrated the ability to be successful in the change?
Reinforcement: Are there internal/external incentives for me to change?
ADKAR Model
Example: Your Teen Returns Your Car on Empty
Awareness: Is he/she aware that a car requires gas? Know why it’s important to get gas? Know the risks of not getting gas?
Desire: Is he/she personally motivated to put gas in the car?
Knowledge: Does he/she understand when to put gas in the car? Does he/she know how to fill up?
Ability: Has he/she ever demonstrated the ability to put gas in the car in the past?
Reinforcement: Are there internal/external incentives for getting gas? Negative consequences for not getting gas?
Which Way is the Bus Heading?
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C ?
A? B?
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The Danger of an Outside-In Perspective…
I-COULD-ENGAGE-IF-ONLY…
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You
Changing Perspectives
YOU MIGHT NOT BE ABLE TO CHANGE
YOUR CIRCUMSTANCES, BUT YOU CAN
ALWAYS CHANGE YOUR PERSPECTIVE.
PLEASE STAND UP. Based on some changes I’m facing at work today—
Here’s what I’m thinking ___________.
If I had a concern, it would be that ________.
To be honest, I feel _______.
When you’re in the listening role,
all I want you to say is:
I hear you.
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3 Points to Consider…
You just improved your mental health!
Hearing doesn’t mean fixing…
Change can create stress.
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Symptoms of Uncontrolled Stress
1. Frequent headaches 11. Insomnia
2. High blood pressure 12. Anxiety
3. Heart problems 13. Frequent sickness
4. Diabetes 14. Chronic fatigue
5. Skin conditions 15. Increased insulin levels
6. Asthma 16. Self-medicating
7. Depression 17. Over-reliance on caffeine
8. Upset stomach 18. Overeating
9. Heartburn 19. Obesity
10. Chest pains 20. Cancer
Per OSHA, 75-90% of doctor visits have a stress related connection Carebridge (EAP) reports that this is the #1 reason employees contact them.
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EMO
TIO
NA
L R
ESP
ON
SE
ACTIVE
PASSIVE
BARGAINING
Here’s what I’ll give up to make this stop happening!
DENIAL No, this isn’t happening.
ANGER I am so PISSED this is happening!
ACCEPTANCE Okay, I guess this is happening, so…
DEPRESSION I can’t move because this is happening!
Kübler-Ross Model: The 5 Stages of Grief
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What Grief & Change Have In Common….
Both feel FINAL
Both put us in FREE-FALL
Both remove us from the FAMILIAR
Both present the peril of FAILURE
Both create a FISSURE, a loss…
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It’s not so much that we’re afraid of change or so in love with
the old ways, but it’s that place in between that we fear….It’s
like being between trapezes. There’s nothing to hold on to.
Marilyn Ferguson,
American futurist
What It Feels Like
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How many squares do do you see?
Too Intelligent to Do the Smart Thing…
1 (BIG one)
16 (4 X 4)
1 2 3 4
9 (4 squares of 4)
4 (3 X 3)
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It’s Easy Once You See It
17 Source: ©1993 Catalyst Consulting Team & Laurence F. Akiyoshi
CURRENT STATE FUTURE STATE
DIVERSIONS
LOOPING BACK
ACCEPTANCE:
The farthest point from security or hope.
It’s compliance without joy.
The Hidden Parts of Change
What do I fear is over?
What am I going to lose?
Moving from grief to gratitude
MEVILLE
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5 Tips to Thriving in Times of Change
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Tip 1: Talk Less, Listen More
Listening does
not require
your MOUTH!
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You
Listen
Stop Everything
• Undivided attention
• Leaning in to the person
Listen with Your Eyes
• Express acceptance with your eye contact
• Expand your gaze across the face triangle
Focus on their FEELINGS
• Determine if the words fit the facial expression
• Allow yourself to guess at the underlying emotion
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v
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Talking a bunch.
Intentions-based.
Stop Everything!
Multitasking:
Doing simultaneous things poorly
Like a dog listening for a special treat!
v
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Talking a bunch.
Intentions-based.
Listen with Your Eyes!
v
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Practice
Share these 3 things with a partner.
“On my last vacation, I went to _________.”
“One of the coolest things was to see _____________”
“My favorite meal on that trip had to be __________.”
When you’re listening, stop, look, and encourage the person.
v
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WORDS DECEIVE
I love you.
Why don’t you love me as much as much as I love
you?
Focus on Their Feelings
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You
The Outcomes of True Listening (Listen )
Empathy A “meeting of the minds.”
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Tip 2: Watch Your Emotions & Body Language
No, I don’t foresee any downsizing…
7%
38%
55%
WORDS USED
TONE HEARD
BODY LANGUAGE SEEN
What do we trust when we perceive incongruity between EYES & EARS?
Silent Messages, Albert Mehrabian, 1971
Leader Emotions Are 5X More Contagious
Do you have a “tell”
that let’s people know
you’re stressed?
Find a Partner Who KNOWS You!
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Tip 3: Help People Confront Their Fears
1. We tend to view the worst as worse than it really is. 2. The worst that could happen rarely does.
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What Do Most People Fear Most?
v Pain
Death
The Unknown Failure Job Loss
Ridicule Loneliness Rejection
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Change is Hard
When I count to three, I’m going to ask you to—
1. Stand up.
2. Say, “I am ready to lead change.”
3. Sit down.
4. Write “I am ready to lead change.”
5. Stand up again.
6. Fold your arms in front of you.
When I count to three, I’m going to ask you to—
1. Stand up.
2. Say, “I am ready to lead change!”
3. Sit down.
4. Write “I am ready to lead change!”…with your other
hand.
5. Stand up again.
6. Fold your arms in front of you the opposite way.
v
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Talking a bunch.
Intentions-based.
Example from a Recent Coaching Session
“I’ll fail!”
What is the worst that can happen?
“I’ll get fired!”
If that happens, what will happen next?
“Actually, as miserable as I am,
I’m not sure that’s a bad thing.”
Then what will happen?
[BINGO]
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CURRENT STATE FUTURE STATE
Tip 4: Offer New Perspectives
The sharks are any distraction to getting to the island. They can include people with different agendas who row in different directions, or people who use the oars to club each other.
(PSST: Most “shark” sightings are actually dolphin sightings)
USS URMC
The island: where you’re heading, what
you’re trying to achieve.
The person with clarity navigates the ship.
So What Is Your Job Anyway?
Perspectives to Challenge Doom-n-Gloom
FUTURE PERSPECTIVE
PAST PERSPECTIVE
SEVERITY PERSPECTIVE
DISTANCE PERSPECTIVE
EXTREME PERSPECTIVE
LIKELY PERSPECTIVE
BFF PERSPECTIVE
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Context IS Perspective. Use it!
Why do you hate trees?
Context is Decisive…
Water helps you flush out toxins!
What context
does your team
need right now?
Why we are doing this? What excites you about this? What opportunities do you see?
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Tip 5: Celebrate Progress, Not Perfection!
Focus on the behaviors, not the end results.
THIS is where you
start to party!
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Shaping Approximations
This is progress?
If It’s Even Close, Celebrate It!
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2014 Boston Consulting Group Report
Appreciation for their work
Good relationships with colleagues
Good work-life balance
Good relationships with superiors
Company’s financial stability
Learning and career development
Job security
Attractive fixed salary Interesting job content
Company values
1.
2.
3.
4.
5.
6.
7. 8. 9.
10.
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The Best Leaders Know that…
People will forget what
you said, people will forget
what you did, but people
will never forget how you
made them feel.
~ Dr. Maya Angelou
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