8 Essential Steps to Managing Successful Change
24th January 2012
Yorkshire & Humber Branch
Annual Conference“The New Improved NHS ”
What is change management?Change management is a structured approach
to transitioning individuals, teams and organisations from a current state to a desired
future state
Change quotes…
Why change?No change is without a purpose
Environment- internal or external factors
• Systems• Processes• Culture• Things could be better• Mergers• Acquisitions • Continuous Improvement• Take Over
• Competition• Innovation• Upgrades• New Strategy• Outsourcing• Economy • New Technology• Restructuring
"If you are doing business today the same way as you did business yesterday, the chances are that you won’t be doing business tomorrow"
Peter F Drucker
Changes over the years
Nobody can go back and start a new beginning but anyone can start today and make a new ending
A changing perspective
A changing perspective
Change processBased on Kurt Lewin’s model
Undesired situation
Desired situation
Chaos Unpredictability
No controlConfusion
Loss-AttachmentFear
ShockAnger
Bargaining
Shock
Denial
Anger
Stability
Depression
Testing/Acceptance/letting
go
Understanding
Present Reality
Transition Phase
Preferred Future
Don’t see the reasons why
Can’t be happening, no need, it’ll run out of steam, it’ll go away
Start outing emotions, frustrated, hurt, blame.
Try to defer it, attempt to moderate the change
They don’t care, why should I?Withdrawn from job, lack of engagement, quiet, introverted, full scale of change has sunk in
Test our understanding of how it relates to us, put out feelers, maybe I can cope!
Ok This is where I’m at and what I’m doing now
People’s reaction to change - 8 step process.
Information/Communication
Emotional Support
Guidance/Direction
Bargaining
Shock
Denial
Anger
Stability
Depression
Testing/Acceptance/letting go
Understanding
Present Reality
Transition Phase
Preferred Future
Don’t see the reasons why
Can’t be happening, No need, it’ll run out of steam, it’ll go away
Start outing emotions, frustrated, hurt, blame.
Try to defer it, attempt to moderate the change
Withdrawn from job, lack of engagement, quiet, introverted, full scale of change has sunk in
Test our understanding of how it relates to us, put out feelers, maybe I can cope!
Ok This is where I’m at an what I’m doing now
Don’t compromise, stand firm!
Let them express their feelings, listen, be empathetic, explain, communicate, communicate, communicate!
Expect the shock! Explain and sell the benefits.•Communicate!•Communicate!•Communicate!
Accept people will be withdrawn and not contribute very much. Give them space to go through this period.
Give them time and let them know what they mean to you, reinforce their value, train, coach, be there for them.
If led positively you can build on this and lead them into the future.
People’s reaction to change - 8 step process.
5 Phases of change
5 Phases of change
Universal facts about changeWho do you know that really looks forward to change?
Universal facts about change
The chains of habit are too weak to be felt until they are too strong to be broken’.
Samuel Johnson
Universal facts about change
• Different people react differently to change• Change often involves a loss and people go
through a loss curve• Success or failure of change depends on co-
operation of people implementing the change
Universal facts about change
• They key question everyone has on their mind about change is….?
• A small number of people and groups are almost always pivotal to a smooth and effective change process
• Your leadership is the absolute key to its success or not
• Effective communication and support are vital
Questions we must ask before change
• What do we need to achieve?• Why? How? When?• Who will be affected?• How will they react?• How do we support them?• Have we the resources to manage
the change?
Questions we must ask before change
• How do we communicate the change and get buy in?
• How do we deal with resistance?• What part of the change do we
need help with?• How do we know what success is
and how will we measure it?• After the change, what next?
How do we introduce change?
1
•Build trust- be open and honest
2
•Build a compelling, logical case for organisational change
3
•Match actions and words
4
•Involve the people affected
5
•Communicate a sense of confidence
6
•Repeat you main messages
8 steps to effective change
8 steps to effective change
Pre-requisites for change
Communicate for change!
• Communicate only what you know to be true (don’t speculate)
• Be sure senior management approves what you are communicating
• Communicate what you know as soon as you know.
• Communicate from their perspective- put yourself in their shoes
Communicate for change!
• Communicate using multiple mediums ( 1-1, small groups, large groups, written, focus groups, discussions etc.)
• Be prepared to answer questions.• Really listen• The more resistance, the more you
need to communicate.
Barriers and resistance to change
FearAngerHabitsNegative thinkingAttitudeCultureSubjectivityPeople EmotionsPoor planning
The normal reaction to change is resistance
1. Parochial self interest2. Misunderstanding3. Low tolerance to change4. Genuine disagreement
Factors for failure
• Lack of pro-active leadership or strategy
• Lack of consistent leadership• Poor communication• Intensive or brash approach• Lack of recognition and reward• Apathy
Factors for failure
• Staff kept in the dark• Lack of time, capacity, budget• Short term approach- stressed out out
staff• Lack of staff buy-in• Lack of initiative to do something
different
These factors then lead to the ‘tread-mill effect’, setting up a vicious circle
Absolute don'ts of change management
Don’t just think that change will happen
automatically- it needs work
Do not do a management high up
selling alone. You need to sell change to all your staff and
stakeholders
Don’t try and do it on your own, you need
supporters!
Don’t ignore rationale concerns, address
them and find solutions
Don’t start any change
management without a business
case and a planDon’t ignore
communication and support. You need both for change to
stick.
Change management summary
Change is difficult because of emotions
People will react differently but
typically follow the same pattern
Change management summary
Accept that fear , denial, anger,
resistance is normal
Good information and communication is essential. People are good at dealing with change if they
know what is changing
Change management summary
Focus on removing fear, most other
behaviours seem to stem from this
Carefully look for the opportunities, they
will be there
8 Essential Steps to Managing Successful Change
24th January 2012
Yorkshire & Humber BranchAnnual Conference
“The New Improved NHS ”