Managing ChangeA view from the trenches… Beth Kathan June Klaphake Change Consultants November 14, 2012 firstname.lastname@example.org jklaphake@comcast,net
? Who are we? June Klaphake Beth Kathan Change Management Change Management Consultant, Delta Air Consultant, Academy Lines Sports, Houston, TX Communications Corporate Internal Consultant since 2002 Communications (Cargill, 3M) Director, Cargill Internal VP, Retail Communications, Communications, Marketing/PR, Wells Best Buy Fargo
What have we learned? What do we do differently today?
1 Try on their shoes Uncover the many different ―feet‖ ◦ Understand the change from their POV ◦ Clarify WIIFM ◦ Don‘t assume anything Go deep Understand the team Probe & clarify ◦ Vocab and approach Gauge ‗feelings‘ ◦ Roles and sponsorship
2 Leaders are people too It‘s likely communication is not their area of expertise Leaders are stakeholders too ◦ Identify and understand all who need to be involved Key to influence, support and reinforce ◦ Have they bought in yet? ◦ How can you help them?
Just ―check the box‖?3 Nope. Change management is a mindset, not merely a set of tasks Every communication drives some kind of behavior change Change approach includes: ◦ Communication ◦ Training ◦ Coaching ◦ Assessing ◦ Recommending
You can‘t hurry love…or4 change Change happens over time ◦ Implementation vs Adoption More communication does NOT equal faster change Need plan to sustain and reinforce More than an event, campaign, training series or website launch
What doesn‘t seem important5 today…actually is Utilize all communication and training levers Informal communication is more important than formal Check in with stakeholders ◦ Ask for feedback, then ask again later ◦ Update & engage influencers
6 Parting thoughts… You know a lot about your culture—use it If something doesn‘t smell right, say so There is no cookie cutter approach Build relationships Keep an open mind—learn everything you can Build on what works best—look for Bright Spots
7 Seek out inspiration June‘s picks: Beth‘s picks: Switch: How to Change Davis & Company website Things When Change Is (davisandco.com) Hard by Chip & Dan The Leadership Solution by Heath Jim Shaffer The Change Book by Communicating for Change Tricia Emerson & Mary and The Credible Company Stewart by Roger D‘Aprix Prosci Change Towers Watson Change Management Center Management research – (free webinars) www.towerswatson.com