change management though difficult time
TRANSCRIPT
Performance through people
Module 1: Leading people through change
Introduction
Performance through people
5/13/2015 CONFIDENTIAL 2
Team needs
Leadership skills
Leading people
through change
Leading people through change module
Facilitating to
align decision
making
Coaching to
maximise
potential
Empowerment
and team
effectiveness
Communicating
to provide clear
direction
1 Leading people
through change
Purpose
∙ To equip leaders with the skills to effectively lead people through
change
∙ To provide an awareness of the human response to change and tips
for supporting you and your teams
∙ To provide a practical step by step process for planning and
implementing change
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Agenda and ground rules
∙ Why leading change matters
∙ Metaphors exercise
∙ The human side of change
∙ Managing the process of change
∙ Personal resilience
∙ Collective development and action planning
∙ Full contribution
∙ No disruptions
∙ Confidentiality
∙ Commitment to act
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Why leading change matters
∙ Why does leading people through change matter to you personally
right now?
∙ What is your situation?
∙ What are the expectations placed upon you?
∙ What are the needs of your followers?
∙ What do you need to be “able” to do?
∙ What do you need to learn more about?
∙ What are your experiences of change from a position of both leading
and being led through change:
∙ What was a good experience?
∙ What was a not so good experience?
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Performance through people
Module 1: Leading people through change
Metaphors of the organisation
Time
Perform
an
ce an
d grow
th
PAST
The organization can be optimized to
meet the demands of a predictable
world
Leaders see their role as managing
people, processes and systems. The
organization is characterized by the
division of tasks and responsibilities
in pursuit of clearly defined goals
Adapted - courtesy of Davidson Nicklen Associates
Change happens virally and
rapidly as the quality of
interaction between people, teams,
functions and businesses
improves.
Change involves simplification,
increasing control, rational
decision making and the
predictability of results
PRESENT
Assumptions
about the
economic,
technical &
social
environment
no longer valid
FUTURE
The organization adapts symbiotically to an
unpredictable world
Leaders see their role as connecting people
across boundaries, embracing differences,
responding rapidly and collectively to
problems and making aligned decisions.
The organization is characterized by
spontaneity and agility.
Changing our thinking about change
How you lead change depends on your
view of organisations
9
The optimum
organisation is like a
well oiled machine
There is no optimum
organisation. It is like a
living organism,
constantly evolving
1. Describe the
characteristics of a
machine or organism
2. If the organisation was
like a machine or
organism, what would it
be like?
3. How do machines or
organisms adapt to
change?
4. If the organisation was
like a machine or
organism, how would
you lead it through
change?
Performance through people
Module 1: Leading people through change
The human side of change
Endings Transition New Beginnings
Denial
Anxiety
Fear
Shock
Anger
Frustration
Sadness
Stress
Relief
Creativity
Scepticism
Acceptance
Energy
Learning
Enthusiasm
The transition curve
Confusion
Despair
Hope
Commitment
Source E. Kubler-Ross
Performance gap
Fo
cu
se
d o
n th
e p
ast
1. Shock & Denial
3. Acceptance & creativity
4. Energy & commitment
2. Anger & Frustration
• Shock – What? Why?
• Confusion –’I don’t understand’
• Silence – Withdrawal
• Refusal to accept – It won’t affect me…
• Ambivalence – not again
• Business as usual….
• Anger – ‘How could they do this?
• Accusation – Management again!
• Resentment – Why our team?
• Frustration – I am sick of this!
• Sadness – It never used to be like this..
• Despair – ‘I don’t know if I can cope
• Exploration – So, what will I have to do?
• Exchange – If you…then I/we…
• Curiosity - What will it look like?
• Willingness – Where do we start?
• Relief – We seem to be moving forward
• Acceptance – So this change WILL happen….
• Future – I can see a future for us
• Team – We are OK
• Confidence – We can do it
• Risk-taking – Let’s try x or y
• Complacency – It won’t happen again (!)
Observable behavior F
ocu
se
d o
n th
e fu
ture
Cognitive behavior
Emotional behavior
Endings Transition New Beginnings
Denial
Anxiety
Fear
Shock
Anger
Frustration
Sadness
Stress
Relief
Creativity
Scepticism
Acceptance
Energy
Learning
Enthusiasm
The role of leadership
Confusion
Despair
Hope
Commitment Informing
Providing direction
Involving
Facilitating
Coaching
Guiding
Delegating
Empowering
Specific interventions
1. Inform & provide direction
•Be clear on what can be revealed and what
cannot
•Explain what will change and what will not
as far as you know
•Explain what can be influenced/ controlled
and what cannot
•Give time to let things sink in
•Repeat the message
•Repeat the message again
2. Involve & facilitate
•Involve people in deciding “how” the
change will be implemented
•Listen to objections, empathise, offer
support, discuss implications
•Acknowledge conflict and expression of
difficult views/emotions
•Pay attention small signals – verbal and
non verbal
•Recognise how the change can trigger off
‘past’ experiences
•Do not take other’s reactions personally
3. Guide & coach
•Create temporary processes / structures
•Concentrate on priorities
•Set short-term goals
•Encourage and acknowledge progress
•Allow others to take responsibility
•Offer training & support
•Acknowledge early adopters and encourage them
to interact with late adopters
4. Delegate & empower
•Focus on teambuilding
•Exchange feedback, reinforce success
and share feelings
•Set up development opportunities – look
longer term
•Encourage risk-taking
•Reflect on and discuss learning
•Celebrate success
•Prepare for future change
Fo
cu
se
d o
n th
e p
ast
Cognitive behavior
Fo
cu
se
d o
n th
e fu
ture
Emotional behavior
Performance through people
Module 1: Leading people through change
Managing the process of change
Critical success factors and risks
CLARIFY & BUILD
AWARENESS
MOBILIZE &
INVOLVE PEOPLE
DESIGN &
EXPERIMENT
IMPLEMENT &
LEARN
DEVELOP
CAPABILITIES &
ADAPT
DESIRE TO
PARTICIPATE IN THE
CHANGE
KNOWING HOW TO
IMPLEMENT THE
CHANGE
ABILITY TO DELIVER
THE RESULTS
REINFORCING THE
NEW, GIVING UP
THE PAST
AWARENESS OF THE
NEED FOR CHANGE
KNOWING HOW TO
IMPLEMENT THE
CHANGE
ABILITY TO DELIVER
THE RESULTS
REINFORCING THE
NEW, GIVING UP
THE PAST
AWARENESS OF THE
NEED FOR CHANGE
DESIRE TO
PARTICIPATE IN THE
CHANGE
ABILITY TO DELIVER
THE RESULTS
REINFORCING THE
NEW, GIVING UP
THE PAST
AWARENESS OF THE
NEED FOR CHANGE
DESIRE TO
PARTICIPATE IN THE
CHANGE
KNOWING HOW TO
IMPLEMENT THE
CHANGE
REINFORCING THE
NEW, GIVING UP
THE PAST
AWARENESS OF THE
NEED FOR CHANGE
DESIRE TO
PARTICIPATE IN THE
CHANGE
KNOWING HOW TO
IMPLEMENT THE
CHANGE
ABILITY TO DELIVER
THE RESULTS
AWARENESS OF
THE NEED FOR
CHANGE
DESIRE TO
PARTICIPATE IN
THE CHANGE
REINFORCING
THE NEW, GIVING
UP THE PAST
ABILITY TO
DELIVER THE
RESULTS
KNOWING HOW
TO IMPLEMENT
THE CHANGE
LACK OF PURPOSE
AND SENSE OF
URGENCY
LACK OF
INTEREST AND
MOTIVATON
FRUSTRATION
WITH FALSE
STARTS
DISAPPOINTMENT
WITH LOSS OF
IMPACT
THE STORY OF
“HOW IT USED TO
BE” PREVAILS
RISK
Steps of the change process
Clarify the context, need, scope and
outcome of the change and
communicate to the team
Engage the key stakeholders and influencers and
establish a terms of reference
Jointly establish a compelling vision and sense of
urgency that focuses effort and minimises anxiety
Agree specific outcomes and a change roadmap that are
realistic and achievable
Carry out a readiness & risk review to identify the risks,
obstacles and driving forces of change
Involve people in “action teams”
to address issues and create
quick wins
Identify changes to goals, roles, processes and
relationships (interfaces)
Create a role transition process to define which
responsibilities will be added, stopped, continued and
delegated for each role
Conduct a training needs analysis and
create a development plan to establish
the necessary competencies
Implement the role transition
and development process
Adapt the decision making, communication,
measurement and PM processes as necessary
Celebrate the end of this change and learn from the
process in preparation for the next!
Inform &
provide
direction
Involve &
facilitate
Guide &
coach
Delegate &
empower
Start
here
Performance through people
Module 1: Leading people through change
Personal resilience
A final word on resilience!
∙ Being resilient as a leader during times of change
∙ Resilience is personal:
∙ Your context and how it impacts you
∙ Your attitude to change
∙ Your need for security
∙ Your identity and values
∙ Your coping strengths
∙ Your connections
∙ What does resilience mean to you?
∙ What does a fully resilient you “look like”
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Team leadership development programme
Module 1: Leading people through change
Collective development
The “Collective Development” groups offer a complementary approach
• Bring real cases for collective study
• Learn from others, experiment and co-operation on soft competencies
Prerequisites for attendance
• Willingness: to test the benefit of supporting each other, leveraging the people diversity
• Know-How: having attended the Change Management or the Coaching skills module
• Engagement: to respect the group rules created to provide a protective environment
Collective development and coaching
Change management
workshop
Collective
development
One to one coaching
as required
Performance through people
Module 1: Leading people through change
Action planning and feedback