Understanding and Managing Change

9/13/13!

Understanding and Managing
Change

Jennifer Bonine
jennifer@upurgame.org!
www.upurgame.org
© The Insights Group Ltd, 2009. All rights reserved.


Topics
! Change (What is it)
! Communication Strategies
! Techniques for overcoming
resistance



1!

9/13/13!

Speed Reading Activity
GOAL : Get as many responses from people
in this room as you can to the question on
your card in next 20 minutes
TASK: Write the responses you get on the
card
BUSINESS BENEFIT……

Change is a Process



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9/13/13!

Impact of Culture on Introducing
Organizational Change



Culture


6!

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9/13/13!

Do your values and proposed
initiatives align to your
organizations culture



What is the
culture of your
Organization
•  Describe in your book your organizations
culture: Norms, values, beliefs…
•  Can that culture be easily recognized by
others outside of your team or company?
•  Three words that best describe your
culture and two words on acceptance of
change…(Example: Fast Paced, Top
Talent, and Bleeding Edge – Constant
change )

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People, Process, Technology


9!

Different Types of Change
Initiatives
! Team Synergies in process and tools – due to
acquisitions or mergers
! Creating new paradigms – developing new ways
to add value or need to improve customer
satisfaction
! Strategic Planning – new plan is required due to
organizational changes or new competitors in
your industry


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9/13/13!

ACTIVITY
•  Break into 3 team based on type of change you
are focused on in your organization : Team
Synergies, New Paradigms, Strategic Change
•  Write down challenges you are facing when
trying to implement that type of change – one
from each person at least
•  What is working well for you when trying to
implement those changes - one from each
person at least
•  Need a team name and representative to
present out to large group

Rules of Engagement
! Do no harm
! Commitment – Seen by everyone
! All Change involves personal choices – make
sure it makes sense to people
! The relationship between change and behavior
will not happen over night
! Connect the change to business/learning
strategies and incentives
! Involvement breeds commitment
! Make sure the change results in tangible benefits
or increased capacity


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9/13/13!

The Emotional Response to a Positively
Perceived Change



The Emotional Response to a
Negatively Perceived Change

Edited from E.K. Ross


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9/13/13!

Critical Dimensions for Successful
Change Agents
! Respect Differing Frames of Reference
! Develop Plans of Action
! Establish Synergistic Relationships
! Multiple Communication Styles
! Build Commitment
! Anticipate and Manage Resistance
! Understand Power and Influence


Typical Ineffective Sponsorship
Initiating Sponsor

S
No Sustaining
Sponsors
Black
Hole
T

15

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9/13/13!

Cascading Sponsorship
IS
T

IS Initiating Sponsor
T

T/SS

T/SS

T Targets

T

T

T/SS

T

T

T

T

Sustaining Sponsors

T

T

T/SS

T

T

T

T

T

T

T

T

T

T

T
16

Communication Strategy
•  Identified fit for change to Culture
•  Selected an initiative that aligns to the
culture
•  Have sponsors for the initiative

What s Next ?
Biggest element that determines success or
failure:
Communication Plan and Strategy



9!

9/13/13!

Interpersonal Communication
According to Albert Mehrabian:
•  7% Words - Literal
•  38% Tone of Voice - Interpretation
•  55% Context, Body Language Interpretation
•  In other words…
Communication is 7% about WHAT you say
and 93% about WHO you say it to!
19!

Card Game

10!

9/13/13!

How$we$view$the$world….$
PERCEPTION$

Who is this guy?

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9/13/13!

d1:b:maps$of$the$world$

d1:b:maps$of$the$world$

12!

9/13/13!

EXERCISE
•  Circle the words on the page that you
identify most with and that describe you
best
•  Can circle as many as you want or as few
(no minimum or maximum)



13!

9/13/13!

cheerful

reflective
determined

enthusiastic

active

tactful

accurate

driving

purposeful

strong-willed
persuasive

mobile
loyal

convincing

patient

courageous

challenging

firm

objective

accommodating

outgoing

concise

influencing
co-operative
stable

friendly
calm

daring

impulsive


caring

factual

well-argued
fun

steady

structured

constant
cautious

calculating

diplomatic
logical
forceful
conventional
consistent
analytical

assertive
reliable

sensitive
harmonious
amenable
sociable
optimistic

decisive
correct
engaging
exact

realistic


Using Proven Tools to Target
Communication
Cool Blue
Introversion and Thinking
Style is task-focused, calm
under pressure, thoughtful
and objective.

Earth Green
Introversion and Feeling
An approach favoring depth,
reflection, harmony and
consensus.


Fiery Red
Extraversion and Thinking
High activity, working with
others, being logical
and focusing on facts.

Sunshine Yellow
Extraversion and Feeling
Couples sociability and
consideration for others with
action-orientation and
entertaining.

14!

9/13/13!

Communication Profile Tool
Change is about people
•  Focuses on improving personal, interpersonal
and team effectiveness
•  Provides a simple framework and common
language
– Verbal and Visual
•  Developed specifically for the work
environment



Know Thyself and Master
Understanding others
Knowing others is
intelligence;
knowing yourself is true
wisdom.
Mastering others is
strength;
mastering yourself is true
power.
Lao Tzu
$

15!

9/13/13!

What Do You Think?
Harvard Business Review 2002
What percentage of business issues are due
to the lack of inter-personal communication
skills not the competencies of the parties?

87%

Recognizing
Types
Every time you
meet someone you
have the
opportunity to
practice your skill
of recognizing and
adapting to their
color energies.



16!

9/13/13!

Recognizing
Types
Step One...
Do they speak to think (red/yellow)
or think to speak (blue/green)
Step Two...
Are they more formal (blue/red) 
or relaxed/informal (green/
yellow)

Formal

Quick
Speak
To
think

Quiet
Think to
Speak

Relaxed



Thinking and Feeling

Thinking
Preference

Informal, Personal,
Considerate, Involved,
Subjective, Caring,
Accommodating,
Harmonious, Relationships,
Morale

Formal, Impersonal,
Analytical, Detached,
Objective Strongminded, Competitive,
Correct, Task, Systems,

Feeling Preference

Compass Learning Guide – The Psychology of Self Understanding – Section 1.3


17!

9/13/13!

Understanding Differences

Best Ways to
communicate

Way that you
approach Change

What could be
perceived as
challenges
Compass Learning Guide – The Psychology of Self Understanding – Section 1.3




18!

9/13/13!

News Flash: Cambridge University Research
Aoccdrnig to a rscheearch sduty at Cmabrigde
Uinervtisy, it deosn't mttaer in waht oredr the ltteers
in a wrod are, the olny iprmoetnt tihng is taht the frist
and lsat ltteer be at the rghit pclae. The rset can be
a taotl mses and you can sitll raed it wouthit
porbelm. Tihs is bcuseae the huamn mnid deos not
raed ervey lteter by istlef but the wrod as a wlohe.

*Be clear in your communication strategies.
People will fill in the blanks with their own perception
And reality about the change


Strategies to Overcome Resistance
! Don t overwhelm people – understand the
organizations absorption capability
! Education and awareness
! Listen and get to the root of the resistance
! Target messages/communication by
personality type
! Socialize your ideas with different people
ahead of time
! Provide a feedback mechanism



19!

9/13/13!

Conclusion
! Cost of failure is high -organizations will lose
confidence in leadership if management cannot
successfully fulfill the promises of their announced
intentions
! Make sure the change aligns with your culture
! Be aware of and manage resistance actively
! Target communications by personality type
! Ensure you have adequate sponsorship



Jennifer@upurgame.org

Q!
&!
A!



20!

Understanding and Managing Change

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