“We Can’t Do That…”
Oh Yes YOU Can!
Tools for Successful Change
PRESENTED BY MICHAEL REARDON

GILMAN SULLIVAN

10/23/2013
...
TWEET ABOUT OUR SESSION!

#BBCHANGE

10/23/2013

#bbcon

#BBCON

2
“Hello, Gilman, ah, um, gee,
like we, ah, built it and, ah,
they aren’t using it”

10/23/2013

#bbcon

3
WHAT ARE WE DOING?
• Key Elements
- Leadership, Communication, Involvement
• The Tools
- Audiences, Messages
• The Impleme...
TALK TO US…

• What kind of changes are you going through right now?

• What kind of things do you know about change?

10/...
PICK A MODEL, ANY MODEL….

10/23/2013

#bbcon

6
PICK A MODEL, ANY MODEL….

10/23/2013

#bbcon

7
PICK A MODEL, ANY MODEL….

10/23/2013

#bbcon

8
PICK A MODEL, ANY MODEL….

10/23/2013

#bbcon

9
PICK A MODEL, ANY MODEL….

10/23/2013

#bbcon

10
“All models are wrong.
Some are useful.”
– George E.P. Box

10/23/2013

#bbcon

11
THE GEARS OF CHANGE…
The Organization

Leadership

Communication

Involvement

10/23/2013

#bbcon

12
CONTEXT OF LEADING CHANGE IN YOUR ORGANIZATION
•
•
•
•

10/23/2013

P. A.!
Priorities
Few resources
Leadership is busy
- T...
THE NEED – FOUNDATION IN LEADING CHANGE

10/23/2013

#bbcon

14
LEADERSHIP
• Vision/Strategy
• Do you know where you are going?
– Start at the END
• (What is your “Beacon”?)

• Anticipat...
•Resistance is thought transformed into
feeling. Change the thought that
creates the resistance, and there is no
more resi...
LEADERSHIP
• Vision/Strategy
• Do you know where you are going?
– Start at the END
• (What is your “Beacon”?)

• Anticipat...
COMMUNICATION
• The Three A’s:
- Who needs to be Aware? Who needs to Approve? Who is Accountable?

• The Three O’s:
- Who ...
AUDIENCES AND PERSUASIVE THEORY
• ELM (Petty & Cacioppo)
- Peripheral Route
- Central Route

• Social Judgment Theory (She...
WIIFMs!!
10/23/2013

#bbcon

20
Please Keep Door
Closed for
Construction!

10/23/2013

#bbcon

21
Please Keep Door
Closed!
Keeps A/C In!

10/23/2013

#bbcon

22
DAD, NORA, AND THE DOOR…

•Loves Dolls, Coloring
•Hates Bugs, Bees

•Hates high bills
•Can be cranky

(not my actual door)...
OUR AUDIENCES (AND IT’S ALL ABOUT THEM)
• How many audiences are in your organization?
• How many will be consuming your m...
INVOLVEMENT
• Let them have a voice
• ASK THEM! Then LISTEN!! Respond!

• Let THEM write the narrative!
• Do they SEE how ...
INVOLVEMENT

“Change is a threat when done
to me, but an opportunity when
done BY me.”
• Rosabeth Moss Kanter

10/23/2013
...
THE WHEELS OF CHANGE…
The Organization

Leadership

Communication

Involvement

10/23/2013

#bbcon

27
THE TOOLS…
• Let’s craft a narrative! (or at least a few sentences)
• ID at least three audiences that will consume your m...
COMMUNICATION PLAN
•
•
•
•
•
•

Consider your Audiences & Their Current Vibe (+, -, ?)
Aware? Approve? Accountable?
Consid...
COMMUNICATION TOOLKIT TIPS
• Do you have a GOAL?
• Do you have a core team?
- Have they been trained? Do they know the goa...
RESISTANCE MANAGEMENT
•
•
•
•
•
•
•

10/23/2013

KNOW
Grieve
Understand
FEEL, FELT, FOUND
Deliver the message
Nurture…Nudg...
RESISTANCE MANAGEMENT

• Moves management
- Outcome?
- Influence?
• Resister or
• Potential advocate?
- Alone vs “natural ...
THE TAKEAWAYS…
• Leadership, Communication, Involvement
• Who is your audience? (and what motivates THEM?)
• How are you u...
Questions???

10/23/2013

#bbcon

34
TWEET ABOUT OUR SESSION!

#BBCHANGE

10/23/2013

#bbcon

#BBCON

35
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"We Can't"....YES, You Can!

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"We Can't"....YES, You Can!

  1. 1. “We Can’t Do That…” Oh Yes YOU Can! Tools for Successful Change PRESENTED BY MICHAEL REARDON GILMAN SULLIVAN 10/23/2013 #bbcon 1
  2. 2. TWEET ABOUT OUR SESSION! #BBCHANGE 10/23/2013 #bbcon #BBCON 2
  3. 3. “Hello, Gilman, ah, um, gee, like we, ah, built it and, ah, they aren’t using it” 10/23/2013 #bbcon 3
  4. 4. WHAT ARE WE DOING? • Key Elements - Leadership, Communication, Involvement • The Tools - Audiences, Messages • The Implementation - Let’s Pull it All Together! 10/23/2013 #bbcon 4
  5. 5. TALK TO US… • What kind of changes are you going through right now? • What kind of things do you know about change? 10/23/2013 #bbcon 5
  6. 6. PICK A MODEL, ANY MODEL…. 10/23/2013 #bbcon 6
  7. 7. PICK A MODEL, ANY MODEL…. 10/23/2013 #bbcon 7
  8. 8. PICK A MODEL, ANY MODEL…. 10/23/2013 #bbcon 8
  9. 9. PICK A MODEL, ANY MODEL…. 10/23/2013 #bbcon 9
  10. 10. PICK A MODEL, ANY MODEL…. 10/23/2013 #bbcon 10
  11. 11. “All models are wrong. Some are useful.” – George E.P. Box 10/23/2013 #bbcon 11
  12. 12. THE GEARS OF CHANGE… The Organization Leadership Communication Involvement 10/23/2013 #bbcon 12
  13. 13. CONTEXT OF LEADING CHANGE IN YOUR ORGANIZATION • • • • 10/23/2013 P. A.! Priorities Few resources Leadership is busy - Tell and move on #bbcon 13
  14. 14. THE NEED – FOUNDATION IN LEADING CHANGE 10/23/2013 #bbcon 14
  15. 15. LEADERSHIP • Vision/Strategy • Do you know where you are going? – Start at the END • (What is your “Beacon”?) • Anticipate and Plan for Resistance! • Comfort, but also Confront • Feel, Felt, Found 10/23/2013 #bbcon 15
  16. 16. •Resistance is thought transformed into feeling. Change the thought that creates the resistance, and there is no more resistance. -Robert Conklin •Paralyze Resistance with Persistence • Woody Hayes 10/23/2013 #bbcon 16
  17. 17. LEADERSHIP • Vision/Strategy • Do you know where you are going? – Start at the END • (What is your “Beacon”?) • Anticipate and Plan for Resistance! • Comfort, but also Confront • Feel, Felt, Found 10/23/2013 #bbcon 17
  18. 18. COMMUNICATION • The Three A’s: - Who needs to be Aware? Who needs to Approve? Who is Accountable? • The Three O’s: - Who needs to just Observe? Who needs to OK it? Who needs to Own? • The Three C’s - Who needs to be Cognizant? Who needs to Confirm it? Who is in Control? 10/23/2013 #bbcon 18
  19. 19. AUDIENCES AND PERSUASIVE THEORY • ELM (Petty & Cacioppo) - Peripheral Route - Central Route • Social Judgment Theory (Sherif) - Latitudes/Zones • Acceptance • Rejection • Noncommitment 10/23/2013 #bbcon 19
  20. 20. WIIFMs!! 10/23/2013 #bbcon 20
  21. 21. Please Keep Door Closed for Construction! 10/23/2013 #bbcon 21
  22. 22. Please Keep Door Closed! Keeps A/C In! 10/23/2013 #bbcon 22
  23. 23. DAD, NORA, AND THE DOOR… •Loves Dolls, Coloring •Hates Bugs, Bees •Hates high bills •Can be cranky (not my actual door) 10/23/2013 #bbcon 23
  24. 24. OUR AUDIENCES (AND IT’S ALL ABOUT THEM) • How many audiences are in your organization? • How many will be consuming your messages? • What motivates them? • Research by Zohar and others argue that there are FIVE motivators: - 10/23/2013 Impact on society Impact on customer Impact on company and stakeholders Impact on working team Impact on me personally #bbcon 24
  25. 25. INVOLVEMENT • Let them have a voice • ASK THEM! Then LISTEN!! Respond! • Let THEM write the narrative! • Do they SEE how they affect the organization? (and vice-versa?) • Praxis - Not just talk—execution! • Do they have any skin in the game? 10/23/2013 #bbcon 25
  26. 26. INVOLVEMENT “Change is a threat when done to me, but an opportunity when done BY me.” • Rosabeth Moss Kanter 10/23/2013 #bbcon 26
  27. 27. THE WHEELS OF CHANGE… The Organization Leadership Communication Involvement 10/23/2013 #bbcon 27
  28. 28. THE TOOLS… • Let’s craft a narrative! (or at least a few sentences) • ID at least three audiences that will consume your message • What is important to each of them? • Write a short announcement that speaks to your audiences and their motivations 10/23/2013 #bbcon 28
  29. 29. COMMUNICATION PLAN • • • • • • Consider your Audiences & Their Current Vibe (+, -, ?) Aware? Approve? Accountable? Consider what each Audience wants/needs Consider your Frequency Who Owns this Message? What’s the medium? Who? 10/23/2013 #bbcon AAA? WIIFMs? 29 Freq? Owner? How?
  30. 30. COMMUNICATION TOOLKIT TIPS • Do you have a GOAL? • Do you have a core team? - Have they been trained? Do they know the goal (the thesis)? • • • • • • • • • Project Kickoff? Project Name? Audience(s) Analyses? WIIFMs? FAQ’s Anticipated Resistance and Responses Contact Info? General Timeline? Ways to Get Involved? • What’s Your Plan for AFTER? 10/23/2013 #bbcon 30
  31. 31. RESISTANCE MANAGEMENT • • • • • • • 10/23/2013 KNOW Grieve Understand FEEL, FELT, FOUND Deliver the message Nurture…Nudge Comfort…Confront #bbcon 31
  32. 32. RESISTANCE MANAGEMENT • Moves management - Outcome? - Influence? • Resister or • Potential advocate? - Alone vs “natural partner”? 10/23/2013 #bbcon 32
  33. 33. THE TAKEAWAYS… • Leadership, Communication, Involvement • Who is your audience? (and what motivates THEM?) • How are you using that to message to your audience? • How are they involved? 10/23/2013 #bbcon 33
  34. 34. Questions??? 10/23/2013 #bbcon 34
  35. 35. TWEET ABOUT OUR SESSION! #BBCHANGE 10/23/2013 #bbcon #BBCON 35

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