Graham Benson, an experienced change agent and psychologist, emphasizes the importance of driving successful change through people rather than processes. He shares insights from his career, outlining 11 key strategies to win the hearts of employees for sustainable change, such as effective communication, respecting legacy, and fostering passion. The document aims to stimulate discussion and debate on the topic of change management.

1. Graham Benson IT & HR Director, M and M Direct

2. Todays theme : - Deliver successful change through People (not Process & Systems) In terms of perception AND reality I will share some personal experiences having been through the pain of change a number of times None of the opinions expressed purport to be expert judgements, factual statements or radical hypotheses – they are just intended as food for thought or the basis of debate IMO, If you want to know how to do something well, see how others have done it badly and learn !

3. Who am I , why am I here ? Change agent , qualified/experienced psychologist & technologist, Strategic Marketeer by training 25 year career, mixed commercial and technical, eCommerce for 16 years IT-wise, have been a supplier (outsourcing and GM of a software house) and Corporate end user – Norwich Union, Thomas Cook & Avis Europe CIO/Director for 4 high-growth etailers (MandMDirect, Play.com, eBuyer.com and Screwfix.com) Specialise in business transformation Bear the scars from many change programmes

4. • Biggest Brands, Lowest prices (mandmdirect.com sells more than 230 brands of men’s, women’s and children’s apparel including Adidas, Animal, Bench, Converse, Calvin Klein, Levis, Miss Sixty, Nike, Puma, Quiksilver, Reebok, Timberland and Vans ) • mandmdirect.com was founded in Leominster in 1987 - currently employs > 700 staff • An active customer base of over 1.2M • Over 90% of all orders received via mandmdirect.com website • 15 million+ visitors each year , turnover in 10/11 over £110M • Acquired by TA Associates in late October 2007

5. Workshop format : This is NOT a lecture ! I will share a few ideas/opinions to get the juices flowing You will (hopefully) consider (and note down) your opinions on what I say When I have finished rattling through my views , you will : Either Challenge me/your colleagues with a counter view/question then discuss Or Support them with an example of your own My hope is that we generate some stimulating debates ; or at least you are entertained !

6. Base Principle Your people are your only asset All other assets are delivered by your people If you want to drive change This is done through the people Sustainable change requires securing the heart Not the head NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

7. I would like to suggest 11 things I think you should consider to win the hearts of your people and thus deliver successful change NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

8. 1. Avoid the mutiny Hand-pick your team NO COMPROMISES !! NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

9. 2. Remember the three C’s Communicate, Communicate, Communicate BUT don’t create a democracy NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

10. They need to buy it, so you need to sell it ! The key is to understand the WIFM’s then position the argument accordingly NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

11. 4. Don’t rubbish the past When changing the future Respect legacy NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

12. 5. PASSION – If you don’t believe in it ... How will they Gravitas is over-rated ! NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

13. Be resilient, embrace the naysayers NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

14. Use symbols, stories & Icons to embed the desired culture NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

15. Retain some fixed points of reference NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

16. Beware of the Pendulum effect NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

17. Rapid evolution not revolution NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

18. 11. Establish some indicators/measures to get early Warning of “change catatonics” NOTE - all content (c) copyright : Graham Benson – Not to be reproduced without the authors permission

19. So those are my thoughts – what are yours ?