Strategies for Grappling with Strategies for Grappling with a Changing Business a Changing Business

Environment and Achieving Environment and Achieving ExcellenceExcellence

Kathy KoehlerKoehler PartnersSeptember 19, 2012

SESSION OBJECTIVESESSION OBJECTIVE

Learn how to be more thoughtful and deliberate about change in your organization, using practical tools and tips that you will begin to use in our session.

AgendaAgendaIntroductionsWhat is change management?What’s changing in your world?Change management planning

activityRole of the leader & change agentsMoving stakeholders through changeHow to do moreQ & A

INTRODUCTIONSINTRODUCTIONS

What is change What is change management?management?

And, why does it matter?

CHANGE MANAGEMENTCHANGE MANAGEMENT

Planning for and communicating about an upcoming change to all affected stakeholders to prevent disruption and encourage a successful change

WHAT’S CHANGING WHAT’S CHANGING IN YOUR IN YOUR WORLD?WORLD?

CHANGE CHANGE MANAGEMENT MANAGEMENT PLANNING PLANNING ACTIVITYACTIVITY

Activity (Handout)Activity (Handout)

1. Choose a change in your organization

2. Anticipate benefits & challenges3. Identify affected stakeholders4. Plan communications

STEP 1: STEP 1: Identify changeIdentify changeChoose a change in your

organization that will significantly impact many people (preferably, both inside and outside of your organization)

STEP 2: STEP 2: Anticipate benefits Anticipate benefits & challenges& challenges

Anticipate the benefits and challenges the change will or may bring◦Inside your organization◦Outside your organization◦What will happen if things go well?◦What will happen if things go badly?

STEP 3: STEP 3: Identify affected Identify affected stakeholdersstakeholders

Stakeholders could be individuals or groups

Consider stakeholders within and outside your organization

Identify leader(s) of groups, and the role of individuals

The role of the leader The role of the leader in change in changeEnvision

◦Articulate clear vision◦Generate enthusiasm for the goal

Energize◦Be excited!◦Communicate early successes

Enable◦Provide resources needed◦Use rewards to reinforce change

The role of change agentsThe role of change agents

Who are they?Individuals in affected stakeholder groups who help with the changeCan be formal or informal, internal or externalMotivated about, or at least

interested in, the changeCredible with stakeholder group

The role of change agentsThe role of change agents

What do they do?Reinforce benefits and how to handle challengesEscalate problems and concerns to leadershipEncourage understanding and participation in preparation activities (e.g., formal training)

The role of change agentsThe role of change agents

How do you support them?Help them understand background and vision of the changeCommunicate regularlyProvide support for ongoing questions and concernsCelebrate and appreciate

Moving stakeholders Moving stakeholders through changethrough change

The ADKAR model was developed by Prosci and included in Jeff Hiatt’s book, ADKAR: A Model for Change in Business, Government and our Community.

ADKAR

STEP 4: STEP 4: Plan communicationsPlan communicationsPlan activities throughout

preparing for, and implementing, the change:◦Staff meetings◦Public meetings◦Newsletters (yours AND stakeholders’)◦Informal or formal training

How will you communicate? To whom? When? What?

How to do moreHow to do moreChange readiness assessmentsIndividuals’ different preferences

regarding changePulse surveys

Change Readiness Change Readiness AssessmentsAssessmentsCollect information from

stakeholders about readiness for change:◦Do they need training?◦What are they worried about?◦What benefits do they want to see?

Select best method for audience:◦Focus groups or interviews: Key

stakeholder group representatives◦Online or paper surveys: Large or

geographically dispersed groups

Individual Differences Individual Differences regarding Changeregarding Change

Personality preferences can influence individuals’ reactions to change

For example, MBTI® preferences for extraversion (E) or introversion (I):◦If prefer E, want to talk through change

face-to-face, and want to be involved◦If prefer I, want time to reflect on

written information, and to be asked for their input

Pulse SurveysPulse Surveys

What are they?Periodic surveys to gauge readiness for change, and impact of your preparation and communication effort

Tips:◦Be as unobtrusive as possible; very

few questions; online, if possible◦Can ask a sample of a large group

Q & AQ & A

THANK YOU!THANK YOU!

For more information, feel free to

contact

Kathy Koehler at

kathy@koehlerpartners.com

www.koehlerpartners.com