Ground Rules
• E-Free, P-Free, B-Free
• Collaborate as a team
• Everyone contributes
• Invest + Apply = Results
• Applying...
With What We Don’t Talk About
• Gossip
• Spreading rumors
• Never criticizing direct reports
  publicly
• Using email as a...
How Trusted Leaders Communicate
Trusted leaders communicate from their people’s
  perspective…

• You are the company’s Am...
W3’s – Communicating Effectively

• You are AMBASSADORS of the company to your people

• From your employee’s perspective,...
Today’s Objectives
• A process for getting and keeping everyone
  on the same page during “Big Change”
• Equip you to cons...
Common Mistakes Leading Big Change
Big Change happens 2 or 3 times a year, not weekly
• No seat at the table
• No sense of...
How People Want to Find Out
     About Big Change
• 8% of people want to learn from their
  union steward
• 15% want to le...
Ambassadors are Influencers
• 20% of employees embrace change
• 30% of employees resist change
• 50% can be influenced for...
What We Know About Big Change

 • “Big Change” is emotional
 • Most “Big Change” efforts produce
   resentment, confusion ...
What We Know About Big Change
• People want to hear about “Big Change” from
  the leader they trust the most….their boss
•...
How People Process Big Change
•   Shock
•   Denial
•   Frustration
•   Acceptance
•   Try it the new way
•   Now I get it!...
How Ambassadors Lead Big Change

• With confidentiality…..no leaks!
• It doesn’t matter what rank you are, all
  ambassado...
Process for Leading Big Change

• Phase I    Big Change Readiness

• Phase II   Ambassador Readiness

• Phase III Front Li...
Phase I: Big Change Readiness

•   Executive team identifies a “Big Change” that
    must be made
•   Project team is sele...
Seat at the Table Process
Project Team representative(s) hold
  meetings with all ambassadors to…
• Communicate the what a...
Phase II: Ambassador Readiness
Top Executive meets with all
 ambassadors to equip them with “Big
 Change” Communication Pl...
Phase III: Front Line
  Communication Plan Execution
Front line ambassadors are the first to share
  their Big Change Comm...
Phase IV: Remaining Ambassadors
Execute Big Change Communication Plan
Remaining ambassadors will communicate
  with their ...
W-3’s For Leading Change
• Given what I’ve learned today, what are three
  things I could have done or not done personally...
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Front Line Change Agents

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If you are not targeting Front Line Managers as your Change Management engine, your change initiative will fail the way over 70% of all change initiatives do. Front line Managers are your business\’ Ambassadors to your workforce.

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Front Line Change Agents

  1. 1. Ground Rules • E-Free, P-Free, B-Free • Collaborate as a team • Everyone contributes • Invest + Apply = Results • Applying the learning from this session is the best thing you can do for your team and for yourself Copyright 2009 All Rights Reserved (214) 493-8506
  2. 2. With What We Don’t Talk About • Gossip • Spreading rumors • Never criticizing direct reports publicly • Using email as a weapon • Whining and complaining to direct reports • “Bad mouthing” your people, your peers, your boss or executive management • Never communicate out of anger Copyright 2009 All Rights Reserved (214) 493-8506
  3. 3. How Trusted Leaders Communicate Trusted leaders communicate from their people’s perspective… • You are the company’s Ambassadors. Every Leader speaks for the company • Your behavior communicates more than anything you will ever say • Trusted leaders listen before being heard…..80/20 • If you are a leader, It’s not about you! • A seat at the table is the right of every leader • A decision is a decision and is supported 100% as the team’s decision. Passive disagreements, public criticisms or attempting to reopen past decisions damage trust. Copyright 2009 All Rights Reserved (214) 493-8506
  4. 4. W3’s – Communicating Effectively • You are AMBASSADORS of the company to your people • From your employee’s perspective, you ARE the company • You are an ambassador… - Act like it, Talk like it, Think like it, Believe it, Live it • As an ambassador, what three things will you do differently to communicate more effectively? - In Behavior - With Your Time - In What You Don’t Talk About Copyright 2009 All Rights Reserved (214) 493-8506
  5. 5. Today’s Objectives • A process for getting and keeping everyone on the same page during “Big Change” • Equip you to consistently implement any “Big Change” effectively as a First Choice Ambassador • Clarify your roles and responsibilities in implementing “Big Change” • Accelerate our execution of any “Big Change” Copyright 2009 All Rights Reserved (214) 493-8506
  6. 6. Common Mistakes Leading Big Change Big Change happens 2 or 3 times a year, not weekly • No seat at the table • No sense of urgency • Relying on “one and done” announcement • Failure of leaders to model the change they want • Resistors are created when “Big Change” is poorly implemented • Front line managers are last to know • Leaders behave as if “Big Change” is something “others” implement Copyright 2009 All Rights Reserved (214) 493-8506
  7. 7. How People Want to Find Out About Big Change • 8% of people want to learn from their union steward • 15% want to learn from senior management • 77% want to learn from their immediate supervisor • The rumor mill will always fill the void if front line managers don’t lead change Copyright 2009 All Rights Reserved (214) 493-8506
  8. 8. Ambassadors are Influencers • 20% of employees embrace change • 30% of employees resist change • 50% can be influenced for or against • Target the 80% who resist or can be influenced • Each ambassador must win this battle • Look in the mirror – are we creating resistors Copyright 2009 All Rights Reserved (214) 493-8506
  9. 9. What We Know About Big Change • “Big Change” is emotional • Most “Big Change” efforts produce resentment, confusion and fear • “Big Change” accelerates the rumor mill • No involvement equals no commitment • Following a process is NOT communication • “Big Change” needs to be communicated face-to-face Copyright 2009 All Rights Reserved (214) 493-8506
  10. 10. What We Know About Big Change • People want to hear about “Big Change” from the leader they trust the most….their boss • Implementing “Big Change” is never trouble free • One way communication alone is no way to lead “Big Change” • There will always be resistors • Speed is just as important as message • Expecting “Big Change” to filter down through the chain of command NEVER works Copyright 2009 All Rights Reserved (214) 493-8506
  11. 11. How People Process Big Change • Shock • Denial • Frustration • Acceptance • Try it the new way • Now I get it!! • New Normal Copyright 2009 All Rights Reserved (214) 493-8506
  12. 12. How Ambassadors Lead Big Change • With confidentiality…..no leaks! • It doesn’t matter what rank you are, all ambassadors work together to lead “Big Change”…..there is NO they • Front line ambassadors are the “point of the spear” for leading “Big Change” • Today is about putting a process in place to lead any “Big Change” as ambassadors Copyright 2009 All Rights Reserved (214) 493-8506
  13. 13. Process for Leading Big Change • Phase I Big Change Readiness • Phase II Ambassador Readiness • Phase III Front Line Communication Plan • Phase IV Remaining Communication Plan Copyright 2009 All Rights Reserved (214) 493-8506
  14. 14. Phase I: Big Change Readiness • Executive team identifies a “Big Change” that must be made • Project team is selected and given their objectives and W3s • Project team executes Seat at the Table process • Project team makes final recommendation on the “Big Change” to executive team • Executive team approves the “Big Change” Copyright 2009 All Rights Reserved (214) 493-8506
  15. 15. Seat at the Table Process Project Team representative(s) hold meetings with all ambassadors to… • Communicate the what and why behind the change • Solicit ideas and input • Solicit potential obstacles • Identify how this change advances our mission • Report this input back to executive team Copyright 2009 All Rights Reserved (214) 493-8506
  16. 16. Phase II: Ambassador Readiness Top Executive meets with all ambassadors to equip them with “Big Change” Communication Plan to communicate to their direct reports Big Change Communication Plan • What • How • Why • When • Who • FAQ’s Copyright 2009 All Rights Reserved (214) 493-8506
  17. 17. Phase III: Front Line Communication Plan Execution Front line ambassadors are the first to share their Big Change Communication Plan…..why? - It’s the fastest way to outrun the rumor mill - The majority of our co-workers will quickly understand how “Big Change” will effect them - They want to hear how they will be effected from their immediate supervisor first - Front Line Ambassadors modeling our core values makes unions irrelevant Copyright 2009 All Rights Reserved (214) 493-8506
  18. 18. Phase IV: Remaining Ambassadors Execute Big Change Communication Plan Remaining ambassadors will communicate with their direct reports and… • Proactively follow-up to “sell” the change • Answer questions • Be proactive in your availability • Coach • W3s • Monitor effects • Communicate any problems, issues or adjustments needed to be made Copyright 2009 All Rights Reserved (214) 493-8506
  19. 19. W-3’s For Leading Change • Given what I’ve learned today, what are three things I could have done or not done personally that would have resulted in a better outcome regarding recent Big Changes? • The next time the company makes a “Big Change” describe your specific role and responsibilities to ensure execution excellence • The next time “Big Change” occurs, what behavioral changes will I make to ensure enthusiastic buy-in from my people Copyright 2009 All Rights Reserved (214) 493-8506

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