Change Management processes typically provides a system of planning, scheduling, implementing, and tracking changes that need to be completed within an organization
“Ensure that standardized methods and techniques are used for efficient and prompt handling of all changes in order to prevent change-related incidents”.
2. Change Management
• Change Management processes
typically provides a system of
planning, scheduling,
implementing, and tracking
changes that need to be
completed within an
organization.
3. Change Management
• The process, tools and
techniques to manage the
people-side of change to
achieve the required
business outcome.
4. Change Management Objective
• “Ensure that standardized
methods and techniques are
used for efficient and prompt
handling of all changes in
order to prevent change-
related incidents”.
5. Primary reasons for change Management
• Manage resistance to change
• Increase probability of success
• Reduce transition time
6. Classic Reasons People Resist
Change
• Loss of face
• Loss of control
• Excess uncertainty
• Surprise
• The “Difference”
Effect
• “Can I Do it?”
• Ripple Effect
• More Work
• Past Resentments
• Real threats
• Competing
commitments
8. Pressures for Change
Introduction
or Removal of
Government
Regulations
Life-Cycle
Forces
Growing
International
Interdependence
Changes in
Demographics
Shifting
Political
Dynamics
Changes in
Societal Values
Technological
Advances
Aspirations
Pressure for
Change
9. Why is Change Necessary?
• To survive in today's changing market
• To keep up with changing customer needs
• To achieve our goal.
• Increase efficiency and customer
satisfaction and therefore profit
10. External Pressures for Change
Technological
advances
Introduction and
removal of government
regulations
Changes in
societal values
Shifting political
dynamics
Changes in
demographics
Growing international
interdependence
13. Strategy,
Values,
& Culture
Define the Case
for Change
Set up the
Change Team
Scope and
Sell the Change
Define the Change
and Develop the
Implementation Plan
Manage
Communications
Implementation
Sustain the
Change Effort
Embed the
Changes
Framework
14. 1. Define the Case for Change
• Develop a Business Case for Change
• Outline a Vision of the Future and the Benefits
• Show the Fit to Strategy and the Five Year Plan
Define the Case
for Change
Prepare for Change
15. Set up the
Change Team
Prepare for Change
2. Set up the Change Team
• Select the Team Members and assess readiness
• Clarify the Roles and Responsibilities
• Identify Development Needs within the Team
• Agree Team Functioning and Governance
16. Scope and
Sell the Change
Prepare for Change
3. Scope and Sell the Change
• Scope the Change and Potential Challenges
• Prepare a Compelling Vision
• Identify Key Stakeholders Develop a Stakeholder
Management Plan (Toolkit 4)
• Secure Leadership Commitment
• Identify the Formal Communication Requirements
17. Define the Change
Define the Change
and Develop the
Implementation Plan
4. Define the Change and
Develop the Implementation Plan
• Engage with Staff
• Agree the baseline ‘As Is’
• Define the detailed ‘To Be’
• Consider the Impact on People, Processes, Infrastructure,
Structure and Culture
• Plan the Transition and identify the Actions and Support
required
• Prepare a detailed Change Plan with Timescales and
Milestones
18. Manage
Communications
Define the Change
5. Manage Communications
• Develop a detailed Communications Strategy and Plan
• Identify where Formal Consultation is required
• Elicit and Respond to Stakeholder Feedback
19. Implement and Sustain Change
Implementation
6. Implementation
• Check the Readiness to Implement
• Work the Change Plan
• Deliver Training and Support
• Manage the Emotional Cycle of Change
• Anticipate and Deal with Resistance
• Introduce New Systems
• Review the Change Plan regularly
20. Implement and Sustain Change
7. Sustain the Change Effort
• Celebrate Short Term Wins
• Recognise and Reward New Behaviours
• Ensure continued Leadership Support and
Promotion of Change
• Measure Progress and Track Benefits Realisation
• Deal with Resistance
• Elicit Feedback on the Impact of the Change
Sustain the
Change Effort
21. Embed a
Culture of
Positive Change
Implement and Sustain Change
8. Embed the Changes
• Celebrate Successes
• Review and Learn from the Change
• Identify further Opportunities for Change
24. Unfreezing
• Motivators
• Pain
• Real job benefits
• Charismatic leader
• IT as Changer and Changee
• Positive and negative response to the idea
of change
26. Four keys to Implementing
Change
• Leadership plus Facilitation
• Get the right people involved
• Team building
• Secure resources
27. 8 Characteristics of High
Performing Teams
• A clear elevating goal
• Results-driven structure
• Competent team members
• Unified commitment
• Collaborative climate
• Standards of excellence
• External support and recognition
• Principled leadership
• As Team Leader, I will
28. Refreezing
• Institutionalise the new processes and
systems so they become norm
• Examples of Non-cooperation
• People update the “official “ database and yes
still maintain their own Excel spreadsheets
• Individuals’ power, status or income is
threatened
• The Information system is inadequate
• Social intertia
• Managers do not want to change
29. Overcoming Resistance to Change
• Resistance is natural and inevitable
• Resistance is often subtle and hidden
• Change manager must find the resistance
• Understand the motivation for resistance
30. Overcoming Resistance to Change
contin…
• Listen to what people are and are not saying
• Communicate so people will feel
knowledgeable
• Address concerns
• Apply 80/20 rule
• Put effort into preparing for the change rather
than the change itself
31. Change – an inevitable part of life
and work
• The lessons from who moved my cheese endure
• Change happens
• They keep moving the cheese
• Anticipate change
• Get ready for the cheese to move
• Monitor change
• Smell the cheese often so you know when it is getting old
38. Sources of Resistance
• Aptitude
• Is unable to make the change
• attitude
• Doesn’t want to make the change
• Threshold for Change
• Doesn’t have the “energy” to make the change
39. Sources of Resistance: Aptitude
Individual Abilities
See change as more
work
Fear inability to
develop the new
skills required
Don’t understand
what it will take to
be successful in the
future state
Low Tolerance for Change
Fear the unknown
Don’t want to accept the death of
the old ways ( preservation of the
past)
Have “scars”from prior changes
40. Sources of Resistance: Attitude
Lack of Motivation
Don’t see the need for
change
A compelling vision has
not been presented
No positive consequences
for changing
Perceive costs greater
than benefit
Differing Assessments
Change initiators usually
have more information than
stakeholders
Those affected may not see
the “Big Picture” therefore
the change does not make
sense
41. The Faces of Resistance
Anger Attack
Silence Withdrawal
Not Enough Time
Endless Questions
Intellectualizing
Confusion Just don’t
want To Get It
Ignore IT
Deny It
Glorify the Past
Going Through The
motions
Details
Details
Details
42. Faces Of Resistance
Active
Because it is out in the
open, active resistance is
more constructive and
easier to manage than its
underground counterpart
Passive
When resistance is Hidden, it
can go unnoticed and undermine
efforts to transform an
organisation
43. Faces of Resistance
• Active
• Deliberate opposition
• Hostility
• Agitating others
• Failing to report
problems
• Problem denial
• Chronic quarrels
• “This won’t work”
• Passive
• Withholding info
• Procrastination/ Delays
• No confrontation, but
still no productivity
• Not attacking solution,
but not supporting
either
• Over-complicating the
new way
• “We’ve always don it
this way
44. Managing Resistance
Apply the appropriate level of involvement given the degree of change
Major road blocks
Best case
Chaos
Fine tuning Major Transformation
Degree of Change
Inform
Consult
Include
Involve
Degree of
Involvement
45. Managing Resistance: Aptitude
• Identify needed Knowledge and skills
• Provide a training / development program
• Create opportunities to practice without
consequences
• Reward demonstrations of new abilities
• Mentor and model desired behaviors and
skills
• Monitor workloads to ensure they remain
realistic
46. Managing Resistance: Attitude
• Ensure people understand why change is
needed- the business case for change
• Put the change into the context of the “ Big
Picture” link it to other changes
• Convey a compelling vision for the future
• If possible, personalize benefits of the
change
• Establish rewards, recognition, incentives
and performance objectives that support
change objectives
47. Managing Resistance: Raising
Thresholds for Change
• Communication
• Preview, view and review
• Ensure regular, timely information distribution
• Communicate with the audiences “needs” in
mind
• Clarify what is not changing along with what is
• Participate
• Involve people in decision making
• Seek out and use ideas and opinions
48. Raising Thresholds for Change
• Facilitate ( Change)
• Understand People
• Find out how people are doing along the way, not
just at the end
• Provide opportunities for two way communication
and “Venting”
• Don’t just hear Listen!
• Find supporting people
• Leverage the help of those who commit early
• Create a change infrastructure.
52. The ADKAR Model
ADKAR describes
the
required phases
that
an individual will
go
through when
faced
with change.
53. The ADKAR Model
ADKAR is a
foundational tool
for understanding
“how, why and
when” to use
different change
management
tools.
54. The five building blocks of
successful change
Awareness of the need for change
Desire to participate and support the change
Knowledge on how to change
Ability to implement required skills and behaviors
Reinforcement to sustain the change
55. The ADKAR Model
Awareness
of the need for change.
• What is the nature of the
change?
• Why is the change happening?
• What is the risk of not changing?
• Think about the change your
team is working on currently .
• Write a number 1 – 5 on the
Post-It note to indicate your
Awareness of this change.
56. The ADKAR Model
Desire
To support the change.
• Personal motivation to support
the change
• Organizational drivers to support
change
• Think about the change your
team is working on currently .
• Write a number 1 – 5 on the Post-
It note to indicate your Desire for
this change.
57. The ADKAR Model
Knowledge
on how to change.
• Knowledge, skills and behaviors
required during and after the
change
• Understanding how to change
• Think about the change your
team is working on currently .
• Write a number 1 – 5 on the
Post-It note to indicate your
Knowledge needed to
implement this change.
58. The ADKAR Model
to implement new skills.
• Demonstrated ability to
implement the change
• Barriers that may inhibit
implementing the change
• Think about the change your
team is working on currently .
• Write a number 1 – 5 on the
Post-It note to indicate your
Ability to implement this change.
Ability
59. The ADKAR Model
to sustain the change.
• Mechanisms to keep the
change in place
• Recognition, rewards,
incentives, successes
• Think about the change your
team is working on currently
• Write a number 1 – 5 on the
Post-It note to indicate your
feeling of Reinforcement for
this change.
Reinforcement
60. Organizational change can be
represented as three states of change
Current
state
Transition
state
Future
state
How things are done
today?
How to move from
current to future?
How things will be
done tomorrow?
61. The organization’s future state is actually the
collection of many individual future states
Future
Current Transition FutureCurrent Transition Future
Current Transition FutureCurrent Transition Future
Current Transition FutureCurrent Transition Future
Current Transition FutureCurrent Transition Future
Current Transition FutureCurrent Transition Future
Current Transition FutureCurrent Transition Future
Organization
62. Consequences of not managing the people
side of change
• Lower productivity
• Passive resistance
• Active resistance
• Turnover of valued employees
63. Consequences of not managing the people
side of change
• Disinterest in the current or future state
• Arguing about the need for change
• More sick days
• Change not fully implemented
64. Consequences of not managing the people
side of change
• People finding workarounds
• People revert to the old way of doing things
• The change being totally scrapped
• Divides are created between ‘us’ and ‘them’
65. Connecting ADKAR and the current,
transition and future states.
Current Transition Future
A D K A R
67. Developing corrective actions
with ADKAR
If the gap is: Corrective actions:
Awareness Management communicates about the
business reasons for change (why, risk of not
changing, drivers of change); Face-to-face
communications with immediate supervisors
about how the change impacts you directly is
what should occur
Desire Look for pockets of resistance and identify the
root cause; discuss your desire for resisting
the change
68. Developing corrective actions
with ADKAR
If the gap is: Corrective actions:
Knowledge Training on how to change and the skills
needed after the change
Ability On-the-job training and job aides to support
the new behaviors; Coaching by
supervisors; Troubleshooting
Reinforcement Messages by senior leaders and
supervisors that the change is here to stay;
Individual coaching sessions to identity
gaps
70. Objectives
List the Eight Steps of Change
Identify errors common to
organizational change
Discuss what is involved in
creating a
new culture
Begin planning your nursing
home’s change strategy
72. Set the Stage and
Create a Sense of Urgency
• Get people’s attention!
• Sell the need for change … describe the
consequences of not changing
• Immerse people in information about
the change
• Discuss ways to solve the problems
people identify with the change
• Empower people to solve the “problem”
73. Pull Together the Guiding Team
Choose key players, especially staff-level
managers
Identify a Guiding Team that is
multidisciplinary
Consider the credibility and integrity of change
leaders
Choose proven leaders who can drive the
change process
Strong position power, broad expertise, and high credibility
Management skills control the process
Leadership skills drive the change
74. Develop the Change Vision
and Strategy
Senior Leadership is responsible for:
• Establishing the definition of a “culture of safety”
aligned with expectations, core values, and shared
beliefs
• Informing the nursing home of these values and
evaluating the culture
• Leading the process of:
• Translating values into expected behaviors
• Establishing trust and accountability
• Communicating a commitment to shaping the culture
75. Communicate for Understanding and Buy-In
• Provide supportive actions for fear, anger, and resistance
• Encourage discussion, dissent, disagreement, debate—keep
people talking
• Tell people what you know―and what you don’t know
• Acknowledge concerns, perceived losses, and anger
• Model the expected behaviors
• Value resisters
• They clarify the problem and identify other problems
that need to be solved first
• Their tough questions can strengthen and improve the
change
• They may be right―it is a dumb idea!
76. Empower Others to Act
Provide direction
Allow others to find their own team-driven
solutions
Encourage others to speak up and take risks
Share the information you know
Encourage teamwork and collaboration
Encourage personal reflection and learning
Train employees so they have the desired skills
and attitudes
Track activities and progress
Set short-term goals
77. Produce Short-Term Wins
Show visible success; further impetus for change
Provide positive feedback; recognize and reward
contributions to wins
Further builds morale and motivation
Leverage lessons learned to help plan next goal
Create greater difficulty for resisters to block
further change
Provide leadership with evidence of success
Build momentum
Helps draw in neutral or reluctant supporters
78. Don’t Let Up
Acknowledge hard work
Celebrate successes and accomplishments
Reaffirm the vision
Bring people together toward the vision
Acknowledge what people have left behind
Develop long-term goals and plans
Provide tools and training to reinforce new
behaviors
Reinforce and reward the new behaviors
Create systems and structures that reinforce new
behaviors
Prepare people for the next change
79. Create a New Culture
Develop action steps for stabilizing, reinforcing, and
sustaining the change:
Give people time to mourn their actual losses
Provide skill and knowledge training
Develop new reward systems
Recognize and celebrate accomplishments
Develop performance measures to continually
monitor the results from the change and to identify
opportunities for further improvements
Make adjustments to the change vision and strategy
to reflect new learning and insights
Encourage people to be open to new challenges,
forces, and pressures for the next change
80. Errors Common to
Organizational Change
• Allowing for complacency
• Failing to create a sufficiently powerful Guiding
Coalition and Change Team
• Not truly integrating the vision
• Allowing obstacles to block change
• Not celebrating short-term wins
• Declaring victory too soon
• Neglecting to anchor changes firmly
in the culture
81. Culture Change Comes Last,
Not First!
Most alterations in norms and shared values come
at the end of the transformation process
New approaches sink in after success is shown
Feedback and reinforcement are crucial to buy-in
Sometimes the only way to change culture is to
change key people
Individuals in leadership positions need to be on
board, or the old culture will reassert itself
85. “MOANING ABOUT CHANGE IS FUTILE”
YOU
ARE A CHANGE AGENT
• AND YOU
• ARE PAID
• TO COMBAT ENIRONMENTAL CHALLENGES
AND CRISES
• THROUGH EFFECTIVE MANAGEMENT OF
CHANGE
• STARTING FROM YOUR OWN ORGANISATION
86. STRUCTURE OF THE TRAINING
1. Psychology of change
2. Why change? Drivers to change
3. How to change? Triggers for change
4. Wrap – Up: Quick Scan on readiness for change
87. LEARNING TARGETS
• To perform effectively a change
manager must
• Gain insight in the drivers that drive change
• Master the triggers for change
• Acquire sound knowledge and skills in change
management
• Be capable to manage change processes
• Hence gradually adapt organisational missions,
strategies, resources and projects
88. STRUCTURE OF THE TRAINING
1.Psychology of change
2. Why change? Drivers to change
3. Triggers for change
4. Wrap – Up: Quick Scan on readiness for change
89. PSYCHOLOGY OF CHANGE
• We experience changes physically, mentally and
emotionally
• Usually it is subtle and slow but it can be sudden –
disrupting our work, dislocating our relationships
or ruining our leisure time. Sometimes we can
discern a pattern, sometimes not
• Sometimes we can explain it, sometimes not
• Changes involves the familiar; sometimes the
unknown. Many of us prefer what is familiar
• Rather than seek change, we continue to live with
our old familiar feelings (patterns and routines)
90. Likely reactions from the individual
facing with change
Announcement implementation
Schock
Anger
Acceptance
TestingConfusion
Denial
Cooperation
Adopt
changes
Enthousiasm/
Deception
Evaluate
impact
Announcement
Acceptance
PSYCHOLOGY OF CHANGE
91. PSYCHOLOGY OF CHANGE
LIKELY REACTION (OF GROUPS OF PEOPLE) TO CHANGE
PRO-ACTIVE
RESISTORS
DEFENSIVE
RESISTORS
BYSTANDERS
CHANGE
AGENTS
CHANGE
AGENTS
IN
WAITING
Actively
Against
Neutral Strongly
Supportive
Yes
No
Have
necessary
attitude and
skills for
proposed
change
Commitment to Proposed Change
92. PSYCHOLOGY OF CHANGE
LIKELY PHASES IN AN ORGANSATION UNDER CHANGE
THE
CONTENTMENT
ROOM
THE
DENIAL
ROOM
THE
CONFUSION
ROOM
THE
RENEWAL
ROOM
DUNGEON
OF DENIAL
PARALYSIS
PIT
WRONG
DIRECTION
DOOR
THE
SUN
LOUNGE
THE CHANGE HOUSE
Source: Nick Fry and Peter Killing, Strategic
Analysis and Action,
Fourth Edition, Prentice Hall Canada, 2000
93. CHANGE HOUSE : ROOM OF DENIAL
Say Act
“It’s nothing to do with us”
“It won’t happen here”
“Nobody else can do what
we do”
“If it isn’t broke don’t fix it”
Defend the past
Justify the present
Blame everybody else
Miss the message
94. CHANGE HOUSE : ROOM OF CONFUSION
Say Act
“We can’t do anything, it’s
all been decided”
“I’m looking for another
job”
“The management don’t care,
they’ll just move on”
“What can we do?”
Frustration
Withdrawal
Blaming management
No sense of direction
95. CHANGE HOUSE : ROOM OF RENEWAL
Say Act
“We have to keep improving -
work smarter not harder”
“We’re all part of the same
team”
“Yes, we can do it”
Understand and work to targets
Accept responsibility
Know what we are trying to
achieve
Seek continuous improvement
96. STRUCTURE OF THE TRAINING
1. Psychology of change
2.Why change? Drivers to change
3. Triggers for change
4. Wrap – Up: Quick Scan on readiness for change
97. WHY CHANGE? DRIVERS TO CHANGE
• Is your public service or agency able to
come up with answers to problems that
have no past and with solutions to
problems that cannot be tackled by
remedies of the past
• If no, it is doomed to loose the essence of
its existence and hence to fade away in
redundancy for which nobody is
prepared to pay
• If yes, prepare for change
98. WHY CHANGE?: Theories of
change
• Economic theory of change: competition, markets and
innovation
• Psychological theory of change: fullfilment of
individual needs
• Sociological theory of change: powerful groups
• Cultural theory of change: values, myths, beliefs
• Biology theory of change: survival of the species / planet
• System theory of change: crisis necessitates change
• Political theory of change: opportunities for new
politics
99. T im e fo r a
Ch an g e
Revised
budgeting
Institutional
reform
New
Regulations
Economics
Growth/Decline
Competition /
Competing programs
New
Technology
Changing
Values /
Needs
Acts of
Nature/God
New Leadership
Personal fate/
health
DRIVERS TO CHANGE
100. DRIVERS TO CHANGE IN THE MOBILITY COVENANT
CASE IN FLANDERS
• New minister
• Competing political
program from Green Party
• Changing values and needs
re sustainable mobility
• Personal health : high
number of fatalities in road
accidents
• Cooperation and
partnerships
• Institutional reform
101. DRIVERS TO CHANGE IN THE KOSOVO CASE
• Post war recovery
• Economic development
• Status for Kosovo
• Self -government
• European Vocation
102. The Change Curve
Good
Poor
Strategic
Performance
Time
Source: Nick Fry and Peter Killing, Strategic Analysis and Action,
Fourth Edition, Prentice Hall Canada, 2000
?
Anticipatory
Reactive
Crisis
Let’s start the change process
OK, we must to change
We better start to change
103. The Change Curve
Good
Poor
Strategic
Performance
Time
Source: Nick Fry and Peter Killing, Strategic Analysis and Action,
Fourth Edition, Prentice Hall Canada, 2000
Things are
going well.
Do we really
need to
change?
Can we
experiment?
Anticipatory
Reactive
Crisis
104. The Change Curve
Good
Poor
Strategic
Performance
Time
Source: Nick Fry and Peter Killing, Strategic Analysis and Action,
Fourth Edition, Prentice Hall Canada, 2000
Anticipatory
Reactive
Crisis
What needs
to change?
Where do we
start?
Can we find
an early win?
105. The Change Curve
Good
Poor
Strategic
Performance
Time
Source: Nick Fry and Peter Killing, Strategic Analysis and Action,
Fourth Edition, Prentice Hall Canada, 2000
Anticipatory
Reactive
Crisis
We need to
move fast.
Who can I
Trust?
Where do we
start?
106. STRUCTURE OF THE TRAINING
1. Psychology of change
2. Why change? Drivers to change
3.Triggers for change
4. Wrap – Up: Quick Scan on readiness for change
107. L ead an d
co m m u n icate
ch an g e
Evaluate,
consolidate
and
institutionaliz
e new
approaches
Produce more
change
Ensure Resources for
short term projects
and wins
Implement new
instruments
and demonstrative
projects
Leadership
and Coalition
of Partners
Create a Sense of
Urgency for change
Empower staff and
stakeholders to act
on the vision
Create a Vision
and Strategy
TRIGGERS FOR CHANGE
108. TRIGGERS FOR CHANGE
• Trigger 1: Create a common sense
of urgency
• Identify and discuss anticipation to potential
crises or looming crises, or major opportunities
for change on objective and on emotional
grounds
• Examine market and competitive realities
• Formulate the “why to change”
• Refer to leading and peer scientific research /
models / best practice
109. TRIGGERS FOR CHANGE
• Trigger 2: Form a Powerful
Leadership & Coalition of Partners
• Assemble a group with enough and potential
power to lead the change effort
• Encourage the group to work together as a team
• Seek strategic partners outside your organisation
110. TRIGGERS FOR CHANGE
• Trigger 3: Create a Vision and
Strategy
• Create a vision to help direct the change effort
• Develop strategies for achieving that vision
• Define demonstrative actions
111. TRIGGERS FOR CHANGE
• Trigger 4 : Empower staff and
stakeholders to act on the Vision
• Change systems, structures that seriously
undermine the vision
• Encourage risk taking and non-traditional ideas,
activities and actions
• Get rid of obstacles and routines that adverse
change
• Facilitate new behaviours by the example of the
guiding coalition and example
112. TRIGGERS FOR CHANGE
• Trigger 5 : Ensure resources for
Short-term Projects and Wins
• Ensure budgets and human resources for
demonstrative and innovative projects that have
proven to be successful in other countries
• Ensure budgets and committed staff to initiate
risk projects
• Hire and promote employees who can implement
the vision.(in case you don’t find them within
your organisation, hire expertise for change from
outside)
113. TRIGGERS FOR CHANGE
• Trigger 6 : Implement
Demonstrative Projects and
Instruments
• Plan for publicly visible improvements
• Facilitate and create those improvements and
projects
• Encourage demonstrative projects
• Recognise and reward employees involved in the
improvements
114. TRIGGERS FOR CHANGE
• Trigger 7 : Evaluate, Consolidate
and Institutionalise New
Approaches, Produce More Change
• Use your increased credibility to change policies,
structures and routines that don’t fit the vision
• Reinvigorate the process with new projects,
themes and change agents
• Articulate the connections between the new
behaviours and corporate success
115. TRIGGERS FOR CHANGE
• Trigger 8 : Lead and
communicate the change
process
• Use every vehicle possible to
communicate the new vision and
strategies
• Your change agents and change agents in
waiting are the people you rely on
• Mixed approach to the hesitating and the
pro-active resistors.
• The group of the defensive resistors
should not be targeted
PRO-ACTIVE
RESISTORS
DEFENSIVE
RESISTORS
BYSTANDERS
CHANGE
AGENTS
CHANGE
AGENTS
IN
WAITING
Actively
Against
Neutral Strongly
Supportive
Yes
No
Have
necessary
attitude and
skills for
proposed
change
Commitment to Proposed Change
116. The 4 communicative approaches for change
Cognitive approach: objective data to convince the
‘rationalist’
Learning approach: Training and guidance on best
and promising practices to convince the ‘learning’
Conversational approach: maintain conversational
interaction with stakeholders to convince the ‘willing’
Coercise approach to the active resistors and non -
willing
117. STRUCTURE OF THE TRAINING
1. Psychology of change
2. Why change? Drivers to change
3. Triggers for change
4. Wrap – Up: Quick Scan on readiness for change
118. WRAP UP
• Change management involves both
generating and directing the needed
changes in an organisation and
mastering the drivers / dynamics of
change by organizing, implementing
and supporting the triggers for
change
119. THE CONTENT
the WHAT of
change
THE PROCESS
The HOW to
Change
THE CONTEXT
The WHY of
Change
Crafting Change