ME AM Tutorial 9/30/2013 8:30:00 AM "Leading Change? Even If You’re Not in Charge" Presented by: Jennifer Bonine tap|QA Brought to you by: 340 Corporate Way, Suite 300, Orange Park, FL 32073 888-268-8770 ∙ 904-278-0524 ∙ [email protected]∙ www.sqe.com
Has this happened to you? You try to implement a change in your organization and it doesn’t get the support that you thought it would. And, to make matters worse, you can't figure out why. Or, you have a great idea but can’t get the resources required for successful implementation. Jennifer Bonine shares a toolkit of techniques to help you determine which ideas will—and will not—work within your organization. This toolkit includes five rules for change management, a checklist to help you determine the type of change process needed in your organization, techniques for communicating your ideas to your target audience, a set of questions you can ask to better understand your executives’ goals, and methods for overcoming resistance to change from teams you don’t lead. These tools—together with an awareness of your organization’s core culture—will help you identify which changes you can successfully implement and which you should leave until another day.
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ME AM Tutorial
9/30/2013 8:30:00 AM
"Leading Change? Even If You’re
Not in Charge"
Presented by:
Jennifer Bonine
tap|QA
Brought to you by:
340 Corporate Way, Suite 300, Orange Park, FL 32073
Rules of EngagementDo no harmCommitment – Seen by everyoneAll Change involves personal choices – make sure it makes sense to peopleThe relationship between change and behavior will not happen over nightConnect the change to business/learning strategies and incentivesInvolvement breeds commitmentMake sure the change results in tangible benefits or increased capacity
Respect Differing Frames of Reference Develop Plans of ActionEstablish Synergistic Relationships Multiple Communication Styles Build CommitmentAnticipate and Manage Resistance Understand Power and Influence
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
14
Interpersonal CommunicationInterpersonal CommunicationAccording to Albert Mehrabian:According to Albert Mehrabian:
•• 7% Words 7% Words -- LiteralLiteral•• 38% Tone of Voice 38% Tone of Voice -- InterpretationInterpretation•• 55% Context, Body Language 55% Context, Body Language --
InterpretationInterpretation•• In other wordsIn other words……
Communication is 7% about WHAT you say and 93% about WHO you say it to!
News Flash: Cambridge University ResearchAoccdrnig 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 perceptionAnd reality about the change
Strategies to Overcome ResistanceDon’t overwhelm people – understand the organizations absorption capabilityEducation and awarenessListen and get to the root of the resistanceTarget messages/communication by personality typeSocialize your ideas with different people ahead of timeProvide a feedback mechanism
ConclusionCost 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
Susan M. Heathfield. “How to Understand Your Current Culture” http://humanresources.about.com/od/organizationalculture/a/culture_create.htm
What is the culture of your current Organization? 1. Characteristics 2. Beliefs
3. Norms or traditions
4. Values
Does this differ among teams, business units, under different executives? List your proposed initiatives or changes you want to make in your organization. Do they align to the culture you described above? How to Observe Your Current Organizational Culture You can obtain a picture of your current organizational culture in several ways. To participate in the assessment of your organizational culture, you must:
• Try to be an impartial observer of your culture in action. Look at the employees and their interaction in
Susan M. Heathfield. “How to Understand Your Current Culture” http://humanresources.about.com/od/organizationalculture/a/culture_create.htm
your organization with the eye of an outsider. Pretend you are an outsider observing a group that you have never seen before.
• Watch for emotions. Emotions are indications of values. People do not get excited or upset about things that are unimportant to them. Examine conflicts closely, for the same reason.
• Look at the objects and artifacts that sit on desks and hang on walls. Observe common areas and furniture arrangements.
• When you observe and interact with employees, watch for things that are not there. If nobody mentions something that you think is important (like the customers), that is interesting information. It will help you understand your organization's culture.
Assess Your Organizational Culture You can assess your current organizational culture in several ways. Participate in a Culture Walk: One way to observe the culture in your organization is to take a walk around the building, and look at some of the physical signs of culture.
• How is the space allocated? Where are the offices located?
• How much space is given to whom? Where are people located?
• What is posted on bulletin boards or displayed on walls?
Susan M. Heathfield. “How to Understand Your Current Culture” http://humanresources.about.com/od/organizationalculture/a/culture_create.htm
• What is displayed on desks or in other areas of the building? In the work groups? On lockers or closets?
• How are common areas utilized? • What do people write to one another? What is said in
memos or email? What is the tone of messages (formal or informal, pleasant or hostile, etc.)? How often do people communicate with one another? Is all communication written, or do people communicate verbally?
• What interaction between employees do you see? How much emotion is expressed during the interaction?
These are just a few of the questions to answer when you observe and assess your organizational culture. Take a culture walk frequently to observe organizational culture in action. Culture Interviews: Interview your employees in small groups. It is just as important, during these interviews, to observe the behaviors and interaction patterns of people as it is to hear what they say about the culture. Since it is usually difficult for people to put into words what the culture is like, indirect questions will gain the most information. The following are examples of indirect questions you can ask during a culture interview.
• What would you tell a friend about your organization if he or she was about to start working here?
• What is the one thing you would most like to change about this organization?
• Who is a hero around here? Why?
Susan M. Heathfield. “How to Understand Your Current Culture” http://humanresources.about.com/od/organizationalculture/a/culture_create.htm
• What is your favorite characteristic that is present in your company?
• What kinds of people fail in your organization? • What is your favorite question to ask a candidate for a
job in your company? Culture Surveys: Written surveys taken by people in the organization. Create the survey using the information collected during your culture walk and interviews.