session 2b
DESCRIPTION
SESSION 2B. The change Monster Build resilience to change! Customer Service Conference 2013 Dr Denise Meyerson. Session Purpose. Understand the emotional side of change. Practical tips + guidelines to build resilience and reduce stress for yourself, your team and your family. - PowerPoint PPT PresentationTRANSCRIPT
SESSION 2B
PERILS FROM THE DEEP
Presenter:Dr Denise Meyerson, Director, Management Consultancy International
The change MonsterBuild resilience to change!
Customer Service Conference 2013 Dr Denise Meyerson
Session Purpose
Understand the emotional side of change
Practical tips + guidelines to build resilience and reduce stress for yourself, your team and your family
Listen to your instructions
How well did you go?
What could you have done better?What did you get out of the activity?
List the emotions that you experienced during the last few minutes
The Change Monster:
All the human issues that swirl around change
Feelings of….Fear
CuriosityExhaustionLoyaltyParanoiaDepression
OptimismRageRevelation
Delight
The iceberg model
The change story = an emotional human process
The Change Curve
Discuss
• Do we look for someone, or something, or some event or circumstance to excuse or to justify behaviour?
• When does the time come when we say to ourselves – “I need to behave differently?”
• When does the time come for us to take on a different perspective or extend ourselves?
What are your top 10 tips to build
resilience to change and to reduce stress
levels?
1. Acknowledge that the monsters are there
2. Listen and observe
3. Build Emotional Intelligence levelsThe head and the heart
4. Do an Audit – what are the causes of my stress?
What is in my sphere of control and influence and what is out of my sphere of control and influence?
5. Take a total View
“Even though this incident is negative, the total view of my situation is positive.”
6. Get perspective & look at the facts
“This event is not threatening. It may not happen. This situation is not dangerous to my well being, therefore I can view it as a triviality, and …it may not even happen.”
The danger of making assumptions!
Use the Ruler Method
7. Remember that feelings around change are temporary
“This too shall pass.”
8. Say to yourself: This occurrence is not exceptional
“Many people in my situation have gone through this.”
Remember!
We all have unique personalities and we have
experiences that are universal AND the way you choose to handle them is
unique
9. Find a Distraction
“I choose to refocus my energies.”
What are your favourite distractions?
10. Do the difficult“I will face what I fear.”
Here are a few more tips….
11. Work in Parts
“I will solve the problem one step at a
time.”
Plan a party for 100 people
“I will look for a solution by
taking advice or doing further
research.”
12. Solutionise
“Since I cannot
change this situation, I
choose to let go of it.”
13. Surrender Control
Call out others on your list
that we have not mentioned
Commitments• What two things from today’s session will you focus on
in your day-to-day role?______________________________________________________________
• What do you commit to doing more of or less of?_______________________________
• What will you teach others in your team from today’s session?
________________________________
mci.edu.au
blog.mci.edu.au
youtube.com/MgmtCnsltIntl
twitter.com/denisemeyerson
Search: Management Consultancy International
linkedin.com/in/denisemeyerson