Presentation used for a Change management workshop for Mobistar

1. Da r e Cha nge !
Pi er r e- Yves Hi t t el et

2. Age nda
 Change
 St r ess
 Fl exi bi l i t y
 Cr eat i vi t y
2 Dar e Change!

3. COPING WITH CHANGE
The comf or t zone dr ama
3 Dar e Change!
Il n’ y a q u’ une s e ul e c ho s e
d a ns l ’ Uni v e r s q ui ne c ha ng e
j a ma i s , c ’ e s t q ue t o ut c ha ng e
t o ut l e t e mp s ! Pr o v e r be c hi no i s

4. Cha nge c r e a t e s s t r e s s
 You have t o adapt t o new
si t uat i ons
 You l oose cont r ol
4 Dar e Change!

5. Hi s t or i c a l c ha nge s
5 Dar e Change!
•“ Si v o us ê t e s d a ns une ma uv a i s e
s i t ua t i o n, ne v o us e n f a i t e s p a s , ç a
v a c ha ng e r . Si v o us ê t e s d a ns une
bo nne s i t ua t i o n, ne v o us e n f a i t e s
p a s , ç a v a c ha ng e r ! Jo hn A. Si mo ne ,
Sr .

6. Hi s t or i c a l c ha nge s
6 Dar e Change!

7. Hi s t or i c a l c ha nge s
7 Dar e Change!

8. Hi s t or i c a l c ha nge s
8 Dar e Change!

9. Hi s t or i c a l c ha nge s
9 Dar e Change!

10. I nt e r na l / e xt e r na l
c ha nge s Ext er nal changes
- Di vor ce
- Job l oss
- Acci dent
- …
 I nt er nal changes
- Movi ng house
- Chi l d
- Car eer move
- …
10 Dar e Change!

11. Cha nge s
 What ar e changes you ar e
f aci ng or have f aced?
11 Dar e Change!

12. STRESS?
What i s t hat ?
12 Dar e Change!

13. Na t ur a l r e a c t i on
 Fl i ght or Fi ght r esponse!
13 Dar e Change!

14. Na t ur a l r e a c t i on
 Excel l ent f or shor t bur st of
ener gy
 Bad f or t he heal t h i f t oo
f r equent
 Onl y wor k wi t h condi t i oned
behavi or
 Br ai n does not di st i ngui sh
r eal and i magi nar y
 I nadequat e i n moder n days14 Dar e Change!

15. Pos i t i ve s t r e s s
 Posi t i ve st r ess gi ves you
f ocus
 Gi ves you access t o r esour ces
you don’ t have access t o
nor mal l y
 I ncr ease you abi l i t y t o
concent r at e
15 Dar e Change!

16. Ne ga t i ve s t r e s s
 You ar e not cr eat i ve i n st r ess
si t uat i on
 You can onl y r epeat a
condi t i oned r esponse
 The syst em needs t o r est t o
avoi d bur ni ng down
16 Dar e Change!

17. STRESS
How t o deal wi t h i t ?
17 Dar e Change!

18. Me c ha ni s
m
18 Dar e Change!
Si t uat i o
n
Per cept i
ons
Emot i ons

19. Me c ha ni s m
1. Avoi d st r essor / si t uat i on
2. Change your per cept i ons
3. Change your emot i on/ st at e
19 Dar e Change!
•1
.
•2
.
•3
.

20. Avoi d t he
s i t ua t i on/ s t r e s s or Can I avoi d t hi s
si t uat i on/ st r essor ?
 Somet i mes t hat i s t he best and
easi est sol ut i on
 I not t hen…
20 Dar e Change!

21. Cha nge your pe r c e pt i ons
 Can I cope wi t h t he si t uat i on?
 What ar e t he r eal r i sks, do I
have chances t o di e? What i s
r eal l y at st ake?
 What am I t el l i ng mysel f about
t hi s?
 What i s t he most pr oduct i ve
r eact i on I can have?
 What i s t he posi t i ve si de?21 Dar e Change!

22. Emot i ons / St a t e
 The body r esponds t o t he mi nd…
t he mi nd r esponds t o t he body
 Wor k on t he body muscl es t o
r el ease t he t ensi ons
 Br eat hi ng i s t he best t ool
avai l abl e
22 Dar e Change!

23. Exe r c i s e
 Take a per sonal si t uat i on and:
1. Avoi d st r essor
2. Change per cept i on
3. Adj ust your st at e
23 Dar e Change!

24. Da r e Cha nge
24 Dar e Change!

25. ? ? ?
 What do you see i n t hi s vi deo?
25 Dar e Change!

26. St r e s s r e s i s t a nc e ?
 Why do some peopl e r esi st
bet t er t o st r ess?
 Wher e ar e your i dent i f i cat i on
poi nt s?
 Pr ef r ont al act i vi t y,
r el at i vi t y
 Abi l i t y t o r el y on past
exper i ences
 Conf i dence t hat you wi l l f i nd26 Dar e Change!

27. FLEXIBILITY
Lear n
27 Dar e Change!

28. Le a r n f l e xi bi l i t y
28 Dar e Change!

29. Nouve a ut é
29 Dar e Change!
•To ut e v é r i t é f r a nc hi t t r o i s
é t a p e s . D’ a bo r d e l l e e s t
r i d i c ul i s é e . Ens ui t e , e l l e
s ubi t une f o r t e o p p o s i t i o n.
Pui s , e l l e e s t c o ns i d é r é e c o mme
a y a nt t o uj o ur s é t é une é v i d e nc e
» , Ar t hur Sc ho p e nha ue r .

30. Cons c i ous / Unc ons c i ous
30 Dar e Change!

31. 31 Dar e Change!
•The s t i c kma n
•Consci e
nt
•I nconsci e
nt
•Cor ps
•Le consci ent à l a f acul t é
de t r i er et choi si r l es
i nf or mat i ons.
•L’ i nconsci ent ne peut que
r ecevoi r et st ocker .
•Le cor ps est l e bout du
t er mi nal .

32. 32 Dar e Change!
•The s t i c kma n
•X
•X
•X
•X
•Pendant l ’ enf ance et
en ét at de
di st r act i on, l es i dées
dessendent di r ect ement
dans l ’ i nconsci ent et
dans l e cor ps

33. 33 Dar e Change!
•The s t i c kma n
•Y
•X
•X
X •A l ’ appr oche d’ une
nouvel l e i dée, l es
par adi gmes vont
r ef user et r ési st er

34. Do you know wha t t ha t
i s ?
34 Dar e Change!

35. Ca n you dr i ve t hi s c a r ?
35 Dar e Change!

36. Ca n you dr i ve t hi s c a r ?
36 Dar e Change!

37. Ha ve you e ve r c ha nge d
t he l oc a t i on of your
ki t c he n bi n?
37 Dar e Change!

38. Be l i e ve s
 What ar e some bel i eves you
have?
38 Dar e Change!

39. The Fr og s t or y!
39 Dar e Change!

40. ? ? ?
 What do you get f r om t hi s
vi deo
40 Dar e Change!

41. Conf or t z one
41 Dar e Change!
•Conf or t
zone
•Lear ni ng
zone
•Fai l ur e
zone
•On c ha ng e
g é né r a l e me nt p o ur
d e ux r a i s o ns , p a r
i ns p i r a t i o n o u p a r

42. Cha nge t he r e s ul t s
42 Dar e Change!
Per cept i o
ns
Bel i ef
syst ems
Thi nki ng
Emot i ons
St at e
Act i ons
St r at egi e
s
Resul t s
“ Vo us ne p o uv e z p a s r é s o ud r e l e s p r o bl è me s d a ns l e s q ue l s v o us ê t e s a v e c
l ’ a p p r o c he me nt a l e q ue v o us a v e z q uj o ur d ’ hui c a r c ’ e s t c e t t e a p p r o c he
q ui a c r é é c e s p r o bl è me s . ” A. Ei ns t e i n

43. WHAT IS CREATIVITY?
4 par t s of t he br ai n
43 Dar e Change!

44. The 4 pa r t s of t he
br a i n
44 Dar e Change!
•4 PILOTES POUR 5
000 DÉCISIONS
QUOTIDIENNES

45. Le c e r ve a u r e pt i l i e n
45 Dar e Change!
 Cer veau l e pl us anci en
 Responsi bl e de l ’ i nst i nct de
sur vi e
 I l s’ expr i me à t r aver s :
- Le st r ess.
- L’ anxi ét é, l a col èr e, l e
décour agement .

46. Ce r ve a u pa l é ol i mbi que
 Cer veau « soci al »
 per cept i on des r appor t s de
f or ce i nst i nct i f s
 I l s’ expr i me à t r aver s :
- La conf i ance i nt r i nsèque en soi .
- Les r appor t s de f or ce.
- L’ agr essi vi t é, l a dést abi l i sat i on.
- L’ anxi ét é di f f use, l a cul pabi l i t é
chr oni que.
46 Dar e Change!

47. Ce r ve a u né ol i mbi que
 Cer veau des appr ent i ssages,
acqui s, val eur s.
 I l s’ expr i me à t r aver s :
- Les pr éf ér ences et l es aver si ons.
- Les condi t i onnement s et l es
aut omat i smes.
- Les émot i ons.
- La gêne, l e mépr i s, l ’ agacement .
- La peur de l ’ échec, l ’ anxi ét é
d’ ant i ci pat i on.
- La doul eur mor al e.
47 Dar e Change!

48. Ce r ve a u pr é f r ont a l
 Cer veau déci si onel f ace à l a
compl exi t é et l a nouveaut é
 I l s’ expr i me à t r aver s :
- La sér éni t é.
- L’ opi ni on per sonnel l e, l a pr i se de
r ecul , l a r éf l exi on.
- L’ adapt at i on au changement .
- L’ i nnovat i on et l a cr éat i vi t é.
48 Dar e Change!

49. Comme nt pa s s e r e n mode
f r ont a l ?
 Curi osi t é, ouvert ure, créat i vi t é,
Art
 Accept at i on
 Rel at i vi t é des poi nt s de vue
 Indi vi dual i sat i on
 Lâcher pri se ( arrêt du syst ème
aut omat i que)
49 Dar e Change!

50. Comme nt f onc t i onne l e
pr oc e s s us c r é a t i f ?
 Vi sual i ser l e r ésul t at f i nal
- Tout est possi bl e
- On ne se pr éoccupe pas des comment s
- Ut i l i ser , st i mul er l ’ i magi nat i on
 Lacher pr i se
- Pour ar r êt er l e syst ème aut omat i que
 Ecout er l es i nt ui t i ons
- Nouvel l es i dées
 Agi r sur l es nouvel l es i dées
50 Dar e Change!

51. La t e r a l t hi nki ng
51 Dar e Change!

52. ? ? ?
 What do you see i n t hi s vi deo?
52 Dar e Change!

53. Re a r r a nge your
f ur ni t ur e
53 Dar e Change!

54. Vi s ua l i s e r
Da v i d é t a i t d é j à l à d a ns l e bl o c , j e
l ’ a i s e ul e me nt d é g a g é . ” Mi c he l
Ang e l o
54 Dar e Change!

55. Goa l s e t t i ng s t r a t e gy
 Vi sual i ze t he end r esul t
( ever yt hi ng i s possi bl e)
 Set up a t ar get t hat i s j ust
out of r each wi t h what you
know t oday
 Bel i eve you wi l l f i nd a way
 St ar t bui l di ng a pl an
55 Dar e Change!

56. Re t i c ul a r Ac t i va t i ng
Sys t e m
56 Dar e Change!

57. At t e nt i on!
 A ne pas f ai r e: Concevoi r
quel ques choses de nouveau en
par t ant de ce que l ’ on connai t
déj à!
 Le r i sque est gr and que l e
syst ème aut omat i que va hur l er
l or sque l ’ on s’ engage dans une
voi e sans connai t r e l es
comment s.
57 Dar e Change!

58. Boos t c r e a t i vi t y
 Sl eep
 Spor t
 Day dr eam
 Let go!
 St udy out of your f i el d of exper t i se
 St r ess once i n a whi l e ( f ear or f r ust r at i on)
 Car y a not ebook
 Change t he sur r oundi ngs on a r egul ar basi s
 Be happy, be posi t i ve
58 Dar e Change!

60. Vi de os
 The Fr og
- ht t p: / / www. yout ube. com/ wat ch?
v=B_Si nwzKhhg&f eat ur e=r el at ed
- ht t p: / / www. yout ube. com/ wat ch?
v=yaRt TY0l WZU&f eat ur e=r el at ed
 30” Change l esson
- ht t p: / / www. yout ube. com/ wat ch?v=f puHUi y_xog
 Ci sco St or y
- ht t p: / / www. yout ube. com/ wat ch?v=bG5na7JD7r E
 Gr oups
- ht t p: / / www. yout ube. com/ wat ch?v=XZVI WZGheXY
 8 st eps of Change
- ht t p: / / www. yout ube. com/ wat ch?v=i j CuvSej KD0
 Dar e Change!
- ht t p: / / www. yout ube. com/ wat ch?v=BI _HOPqcRFA60 Dar e Change!

61. Me nt a l mus c l e s
 Per cept i on
 I nt ui t i on
 Memor y
 I magi nat i on
 Wi l l
 Rat i onal i t y
61 Dar e Change!

62. Quot e s
 “ Le s g e ns ne r é s i s t e nt p a s a u c ha ng e me nt , i l s r é s i s t e nt à ê t r e
c ha ng é ” Bo b Pr o c t o r
 “ Si v o us ê t e s d a ns une ma uv a i s e s i t ua t i o n, ne v o us e n f a i t e s p a s , ç a
v a c ha ng e r . Si v o us ê t e s d a ns une bo nne s i t ua t i o n, ne v o us e n f a i t e s
p a s , ç a v a c ha ng e r ! Jo hn A. Si mo ne , Sr .
 Il n’ y a q u’ une s e ul e c ho s e d a ns l ’ Uni v e r s q ui ne c ha ng e j a ma i s ,
c ’ e s t q ue t o ut c ha ng e t o ut l e t e mp s ! Pr o v e r be c hi no i s
 Si r i e n ne c ha ng e a i t j a ma i s , i l n’ y a ur a i t j a ma i s d e p a p i l l o ns !
 Ce ne s o nt p a s l e s p l us f o r t q ui s ur v i v e nt , ni l e s p l us
i nt e l l i g e nt s , ma i s l e s p l us a p t e s a ux c ha ng e me nt !
 On c ha ng e g é né r a l e me nt p o ur d e ux r a i s o ns , p a r i ns p i r a t i o n o u p a r
d é s e s p o i r ! Ji m Ro hn
 Vo us ne p o uv e z p a s c ha ng e r l e s g e ns , ma i s i l s p e uv e nt s e c ha ng e r e ux
mê me . Ji m Ro hn
 Ne s o us e s t i me z j a ma i s v o t r e p o t e nt i e l à v o us c ha ng e r . Ne s ur
e s t i me z j a ma i s v o t r e p o t e nt i e l à c ha ng e r l e s a ut r e s ! Wa y ne Dy e r
 Qua nd v o us c e s s e z d e p r o g r e s s e z , v o us r é g r e s s e z , . Da ns c e mo nd e , i l
n’ y a p a s d e s t a t u q uo p o s s i bl e .
 Ce ux q ui e s p è r e d e s c ha ng e me nt s c o nf o r t a bl e s e t s a ns c o nf l i t s , no n
ma ni f e s t e me nt p a s é t ud i é l ’ hi s t o i r e . Jo a n Wa l l a c h Sc o t t
 Si v o us v o ul e z v o us f a i r e d e s e nne mi s , e s s a y e z s i mp l e me nt d e c ha ng e r
62 Dar e Change!

63. Quot e s
 Qua nd v o us a v e z f a i t q ue l q ue c ho s e d e l a mê me ma ni è r e p e nd a nt d e ux
a ns , p r e ne z un t e mp s p o ur l ’ i ns p e c t e r mi nut i e us e me nt . Qua nd v o us
a v e z f a i t c e t t e mê me c ho s e d e l a mê me ma ni è r e , r e g a r d e z l à a v e c
be a uc o up d ’ i nq ui é t ud e . Si v o us l ’ a v e z f a i t p e nd a nt d i x a ns , j e t e z
t o ut à l a p o ube l l e e t r e c o mme nc e z à z é r o ! Al f r e d Ed wa r d Pe r l ma n, Ne w
Yo r k Ti me s , 3 Jul y 1 9 5 8
 La c o nt i nui t é no us d o nne d e s r a c i ne s ; l e c ha ng e me nt no us d o nne d e s
br a nc he s , no us é t i r e , no us f a i t g r a nd i r e t a t t e i nd r e d e no uv e l l e s
ha ut e ur s . Pa ul i ne R. Ke z e r
 On p a s s e s o n t e mp s à r e c he r c he r l a s é c ur i t é e t q ua nd e nf i n o n
l ’ o bt i e nt , o n l a ha i t ! Jo hn St e i nbe c k
 Le p r e mi e r be s o i n d e l ’ ê t r e huma i n e s t d e t r o uv e r un mi ni mum d e
s é c ur i t é , l e d e ux i è me , e s t d e r e c he r c he r l ’ a v e nt ur e e t l a v a r i é t é .
To ny Ro bbi ns
 The r e i s no f ut ur e but wha t we ma ke . Jo hn Co nno r
 The be s t wa y t o p r e d i c t t he f ut ur e a c c ur a t l y i s t o ma ke i t !
 Le ba mbo u q ui p l i e e s t p l us f o r t q ue l e c hê ne q ui r é s i s t e . Pr o v e r be
j a p o na i s .
 Si v o us v o ul e z v r a i me nt c o mp r e nd r e q ue l q ue c ho s e , e s s a y e z d e l e
c ha ng e r . Kur t Le wi n
63 Dar e Change!

64. Quot e s
 Pa r c e q ue l e s c ho s e s s o nt c e q u’ e l l e s s o nt , l e s c ho s e s ne r e s t e r o nt
p a s t e l l e s q u’ e l l e s s o nt . Be r t o l d Br e c ht
 Le s c ho s e s t o ur ne nt ma l s p nt a né me nt s i a uc un e f f o r t n’ e s t f a i t p o ur
l e s f a i r e s a l l e r d a ns l a bo nne d i r e c t i o n. Fr anci s Bacon
 Chaque possessi on et chaque moment de bonheur n’ est que pr êt é et
peut donc êt r e r epr i s dans l ’ heur e sui vant e. Ar t hur Schopenhauer
 L’ i ma g i na t i o n e s t p l us i mp o r t a nt e q ue l ’ i nt e l l i g e nc e . A. Ei ns t e i n.
 Fo r t hi ng s t o c ha ng e , y o u ha v e t o c ha ng e . Ji m Ro hn.
 Ma na g e me nt a nd l e a d e r s hi p a r e t wo o p p o s e d t hi ng s : A ma na g e r c o ns i d e r
wha t wo r ks a nd o r g a ni z e d hi s / he r a v a i l a bl e r e s o ur c e s . A l e a d e r t ur n
hi s / he r ba c k t o wha t i s kno wn t o d a y a nd c r e a t e s o me t hi ng ne w.
Ins p i r e d f r o m Chr i s t i a n Si mp s o n.
64 Dar e Change!

65. Why do we f e a r c ha nge ?
 75% of or gani zat i onal changes
f ai l !
65 Pr esent at i on t i t l e

66. Ac t i vi t i e s / Pr oj e c t s
ove r vi e w I deas
- The i dea i s t o f i r st show vi deos and
t hen ask what t hey have under st ood
t hen t o show t he t heor y.
- Thi nk about act i vi t i es as wel l : Gi ve
t hem t he 8 st eps of change and ask t o
r e or der .
- I t has t o be addr essed t o t he
management as wel l t o ensur e agent ’ s
buy i n!
 Agenda
- Gr oups
- Phase of r eact i on
- 8 st eps of change
- How t o desi gn t he f ut ur e ( cr eat i vi t y)

67. 8 s t e ps of Cha nge
1. Cr eat e a sense of Ur gency
2. Pul l t oget her t he gui di ng t eam
3. Cr eat e a change vi si on and st r at egy
4. Communi cat e f or buy i n
5. Empower ot her s t o r eal i ze t he change
vi si on
6. Pr oduce shor t t er ms wi ns
7. Don’ t l et up
8. Anchor change i n t he cul t ur e
67 Dar e Change!

68. 5 é t a pe s du de ui l
1. Le déni ou r ef us
2. La col èr e
3. Le mar chandage
4. La dépr essi on ou t r i st esse
5. L’ accept at i on
68 Dar e Change!

69. Pha s e 1 : Le r e f us
Car act ér i st i ques : i ncompr éhensi on, r ej et
Par ol es possi bl es : j e ne compr ends pas, vous
voul ez di r e, vous pensez que
At t i t udes à avoi r : pat i ence, r épét er et r ef or mul er
l ’ annonce, f ai r e r éf l échi r
l ’ i nt er l ocut eur
At t i t udes à évi t er : br usquer , agr esser , expl i quer ,
ar gument er , sar casmes
69 Dar e Change!

70. Pha s e 2 : l a r é s i s t a nc e
 Car act ér i st i ques : col èr e, agr essi vi t é, peur ,
émot i vi t é, i ner t i e, mut i sme
 Par ol es possi bl es : j amai s, i l n’ en est pas
quest i on, sans moi , ce n’ est pas
nor mal , c’ est un mal ent endu, j e ne
peux cr oi r e, j ’ y penser ai , j e n’ ai j amai s di t oui
 At t i t udes à avoi r : r assur er , évi t er l e duel ,
l ai sser une échappat oi r e, poser
des quest i ons, r appel er l es f ai t s, par l er du f ut ur ,
pr ovoquer l ’ act i on, l e f ai r e pr éci ser , l e f ai r e
s’ engager
 At t i t udes à évi t er : sanct i onner , accul er ,
menacer , humi l i er , dét ai l l er l a
l ogi que du changement , posi t i ver , j ust i f i er , r enoncer ,
70 Dar e Change!

71. Pha s e 3 : l e
ma r c ha nda geCar act ér i st i ques : compor t ement puér i l , t r avai l
de sape, zèl e, expl oi t at i on des f ai l l es
Par ol es possi bl es : on ne s’ est pas compr i s,
j e vous l ’ avai s bi en di , i l f al l ai t
êt r e pl us cl ai r
At t i t udes à avoi r : êt r e magnani me, r el at i vi ser ,
en appel er à l ’ i nt el l i gence et l a r ai son
At t i t udes à évi t er : sanct i onner , déni gr er ,
humi l i er
71 Dar e Change!

72. Pha s e 4 : l a dé pr e s s i on
Car act ér i st i ques : t r i st esse, pl eur s,
r ési gnat i on, absence d’ ent housi asme et de
convi ct i on, nost al gi e du passé, dubi t at i f
Par ol es possi bl es : j e n’ ai pas l e choi x, j e
n’ en pense pas moi ns, ce n’ est pl us comme
avant , c’ est dommage mai s bon
At t i t udes à avoi r : engager à l ’ act i on,
posi t i ver , f él i ci t er , r ecadr e sur l ’ aveni r , f ai r e
l e poi nt sur l es avant ages
At t i t udes à évi t er : houspi l l er , êt r e
sar cast i que, pr ovoquer , ent r et eni r l es
di scussi ons sur l e passé
72 Dar e Change!

73. Pha s e 5 : l ' a c c e pt a t i on
Car . concept uel l e : pas de nost al gi e,
changement n’ est
pl us consi dér é comme t el
Car . compor t ement al e : sout i en du
compor t ement , compor t ement s
modi f i és
Par ol es possi bl es : i l f aut savoi r évol uer ,
f i nal ement c’ est pl ut ôt posi t i f , i l n’ y a
que l es i mbéci l es qui ne changent pas d’ avi s, Je
n’ accept er ai pas de r eveni r à l ’ ét at ant ér i eur
At t i t udes à avoi r : r enf or cement posi t i f ,
r enf or cement du cadr age sur l ’ aveni r
At t i t udes à évi t er : céder au t r i omphal i sme,
mi ni mi ser l ’ ef f or t passé
73 Dar e Change!

74. 74 Dar e Change!
•Pha s e s of c ha nge

75. Why s ome pe opl e c ope
wi t h c ha nge ?
 Peopl e wi t h hi gher sel f
concept or mor e sel f conf i dent
know t hat what ever happens,
t hey wi l l f i nd a way t o adapt
and t ake t he best out of t he
new si t uat i on.
 Change i s vi ewed by t hem l i ke
an oppor t uni t y t o get bet t er .

75 Dar e Change!

76. Wha t t ype of f e a r ?
 Fear of f ai l ur e
 Fear of t he unknown
76 Dar e Change!

77. Cus t ome r Ba c k- Of f i c e s
Oc t 2011

78. 78
As a r e mi nde r : Our Ambi t i ons by
2015…
Best I CT empl oyer
Reach r evenues cl ose t o 2Bn
EUR
“ Most l oved” br and on t he
mar ket
Best - i n- cl ass oper at or

79. 79
UP Pr oj e c t on f i ve
pi l l a r s
Def i ne common
vi si on, mi ssi on &
val ues
Roadmap &
pr i or i t i es of
domai ns
• Common
s t r a t e gi c
goa l s
• Huma n
r e s our c e s
• Qua l i t y &
Cus t ome r XP
• Bus i ne s s
f r a me wor k
• Communi c a t i
on
Rol e al i gnment
vs. Specs / Rol e
needs
Insi ght s t rai ni ng
( new & f ol l ow- up)
Tr ai ni ng
cur r i cul um
CBO house r ul es
( admi n, home
wor ki ng)
Nor mal i zat i on of
per f or mance
eval uat i on
Management
coachi ng
Sat i sf act i on
Pr ocess
i mpr ovement s
( bot t l enecks)
Bi l l i ng & Payment
CE st r eam
Out sour ci ng
st r at egy
Beet l e change
st r eam
CBO i nt egr at i on
pl an
Escal at i on
Pr ocess
CBO Re-
or gani zat i on
Par t ner
Management
Moni t or i ng and
cont r ol l i ng
Repor t i ng
Open t al ks &
f ol l ow- up
Mobex change
management
Oxygen change
management
Communi cat i on
pl an ( medi um,
st yl e, gl ossar y,
…)

80. Mi ndma pi ng
80 Pr esent at i on t i t l e

81. COPING WITH CHANGE
The 6 human needs
81 Dar e Change!
•On p a s s e s o n t e mp s à
r e c he r c he r l a
s é c ur i t é e t q ua nd
e nf i n o n l ’ o bt i e nt ,
o n l a ha i t ! Jo hn
St e i nbe c k

82. 6 huma n ne e ds
 St abi l i t y
 Var i et y
 Recogni t i on
 Connect i on and l ove
 Gr owi ng
 Par t i ci pat i ng
82 Dar e Change!

83. COPING WITH CHANGE
Tr ai ni ng new i deas
83 Dar e Change!

84. COPING WITH CHANGE
Sel f i mage and sel f conf i dence
84
•Ce ne s o nt p a s l e s
p l us f o r t q ui
s ur v i v e nt , ni l e s
p l us i nt e l l i g e nt s ,
ma i s l e s p l us a p t e s
a ux c ha ng e me nt !
Dar e Change!