Iabc mn 11 12 12 Kathan Klaphake


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From the trenches - what we've learned as communicators doing change management

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Iabc mn 11 12 12 Kathan Klaphake

  1. 1. Managing ChangeA view from the trenches… Beth Kathan June Klaphake Change Consultants November 14, 2012 bethkathan@gmail.com jklaphake@comcast,net
  2. 2. ? 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
  3. 3. What have we learned? What do we do differently today?
  4. 4. 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
  5. 5. 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?
  6. 6. 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
  7. 7. 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
  8. 8. 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
  9. 9. 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
  10. 10. 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
  11. 11. Questions? Thank you!