Managing, Messaging, Motivating How to Mobilize People & Operationalize Behaviors in Times of Change

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Project Management

Managing Manage the scope Make sure tasks are SMART Specific Measurable Agreed upon Realistic Time based

Messaging

Motivating Celebrating success is one of the most important and overlooked parts of a project. Celebrations don’t have to be BIG Celebrations do have to be GENUINE

Coaching Through Change 1 PURPOSE and REASON 2 BENEFIT and IMPACT 3 TRAINING and PRACTICE 4 REINFORCEMENT

Managing Purpose and Reason More information Benefit and Impact Incentives and Consequences Training and Practice Learning and Repetition Reinforcement Encourage and Reward Sample text

Messaging

Motivating Use positive motivators Incentives align with the change Support change champions Tailor to the person

“Managing Transitions: Making the Most of Change” (William Bridges) Ending New Beginning Neutral Zone 21

Transitions Curve: Productivity/Morale Ending & Letting Go Denial Resistance Neutral Zone Resistance Exploration New Beginning Exploration Commitment Denial Anxiety Shock Enthusiasm Energy Hope Fear Anger Frustration Skepticism Confusion Stress Ambivalence Impatience Acceptance 22

This could just make things worse. What People Will Say Endings & Letting Go Denial Resistance Neutral Zone Resistance Exploration New Beginnings Exploration Commitment This won’t affect me. That will never happen. This timeline won’t work. What will this mean for me? For all of us? This is going to work! Why does this change take so long? Our customers won’t be happy. The old way was better. I don’t see the need for this. Haven’t we tried this before? This could just make things worse. Remember 10 years ago… I hope our customers are happy. It might not be so bad. I can’t wait for this to be done! 23

Managing Expect & make time for emotions Don’t minimize More touch points Anticipate & mitigate errors & service gaps Stick to the plan & it’s scope COMMON TRANSITIONS LANGUAGE

Messaging REPEAT – REINFORCE – DO IT AGAIN! Paint a picture of the new beginning! WHY! WHY! WHY! Reinforce what’s NOT changing Alignment LISTEN & adjust Be prepared for rumors & speculation REPEAT – REINFORCE – DO IT AGAIN!

You Need to State “The Obvious”

Motivating Treat past with respect Cross-functional, multi-level teams Promote patience: it takes time Utilize & share “lessons learned” & staff inputs Celebrate, Celebrate, Celebrate!!! OPTIMISM & IMPROVEMENT

Manage - Message - Motivate Endings & Letting Go Denial Resistance Neutral Zone Resistance Exploration New Beginnings Exploration Commitment Expect & acknowledge signs of emotion. Don’t try to talk people out of their feelings. Listen. Encourage! Be positive. Involve! Paint a clear picture. Share the plan. Celebrate! Clarify what’s NOT changing Explain what to expect. Be visible! Treat the past with respect. Provide direction. Look for & understand temporary resistance. Have teams share success stories. Don’t overreact. Focus on the future. Explain “why.” WIIFM? Reinforce! Communicate and celebrate!

Pair Up Consider a change on your horizon Pair Up Consider a change on your horizon. Using what you’ve learned today: What are you going to do differently? 29

Summary

Managing, Messaging & Motivating SMART Project Management Purpose, Benefit/Impact, Training/Practice, Reinforce Endings - Neutral Zone - New Beginnings Organizations don’t change, people do! YOU can help make the difference.