1. Scottish Improvement Skills
Influencing colleagues and other stakeholders
SIS: Group E Leading People Through Change: Module – Influencing colleagues and other stakeholders: Participant

2. System of Profound Knowledge
Deming 2000

3. Influencing colleagues and other stakeholders
By the end of this session you will be able to:
Apply frameworks to identify key stakeholders and gain understanding of their needs
Plan for positive influencing using reflection, advocacy and inquiry.

4. Stakeholder analysis: RACI matrix
Responsible
Accountable
Consulted
Informed

5. Title of project, or change idea, or test of change
RACI matrix: template
Title of project, or change idea, or test of change
Name
Task 1
Task 2
Task 3
Task 4
Task 5
Task 6

6. Pulmonary Rehabilitation Programme: Patient Education Materials
RACI matrix: example
Pulmonary Rehabilitation Programme:
Patient Education Materials
John
Sue
Kiran
Alex
Lyn
Anna
Write material A R C I
Arrange design and print
Distribution to GP practices
Data collection AR
Data analysis
Reporting

7. Planning communications
Stakeholders
Purpose of communication
Key messages to be communicated
Timing of communication
How to communicate
Who is responsible for communication.

8. Influencing: Ladder of Inference

9. Your Story
Something similar has happened to all of us. What’s your story?

10. Example
Hand hygiene

11. Example: Hand Hygiene
In a corridor near the door to a clinic. A handwash gel dispenser is on the wall by the door. Liz approaches the door. Chris is just beyond the door, along the corridor, holding a clipboard. Liz uses the gel dispenser and rubs a dose of gel into her hands. She steps towards the door. Chris says ‘Excuse me, can I …’. Liz says ‘Sorry, I’ve been bleeped,’ and goes t through the door.

12. Actions Beliefs Conclusions Assumptions Meanings Data I select
Observable Data
Data I select
Meanings
Assumptions
Conclusions
Beliefs
Actions
I’ll show them. I won’t give anyone a reason to find fault. I’ll use the gel –
as usual. I won’t talk to her about it.
They treat us like children. They don’t trust us to do the right thing.
There’ll be trouble if people don’t use the gel.
It’s an audit on use of handgel.
A clipboard means collecting data. We’re supposed to use the hand gel before going through the door.
Chris is standing in the corridor holding a clipboard. The gel dispenser is on the wall by the door.

13. Example: Hand Hygiene
In a corridor near the door to a clinic. A handwash gel dispenser is on the wall by the door. Liz approaches the door. Chris is just beyond the door, along the corridor, holding a clipboard. Liz uses the gel dispenser and rubs a dose of gel into her hands. She steps towards the door. Chris says ‘Excuse me, can I …’. Liz says ‘Sorry, I’ve been bleeped,’ and goes t through the door.

14. Actions Beliefs Conclusions Assumptions Meanings Data I select
Observable Data
Data I select
Meanings
Assumptions
Conclusions
Beliefs
Actions
I’ll stop her and go through the
survey questions with her.
She won’t mind me asking her about it to help develop ideas for my improvement project.
She can tell me why she uses it.
She knows why she uses it.
Using the hand gel is good practice.
Liz is approaching the door.
She’s using the hand gel.

15. Actions Beliefs Conclusions Reflexive Loop Assumptions Meanings
Observable Data
Data I select
Meanings
Assumptions
Conclusions
Beliefs
Actions
Reflexive Loop

16. Your Own Example What action did you take, or what did you say?
What beliefs was that action based on?
What conclusions led you to those beliefs?
What assumptions did you make?
What meanings did you add?
What data might have been available that you selected out?

17. Actions Beliefs Reflection Conclusions Advocacy Inquiry Reflexive Loop
Observable Data
Data I select
Meanings
Assumptions
Conclusions
Beliefs
Actions
Reflexive Loop
Reflection
Advocacy
Inquiry

18. Influencing colleagues and other stakeholders: summary
RACI matrix
Communications plan
Ladder of Inference:
Reflection
Advocacy
Inquiry

19. References and further resources
Senge, Peter M, 1994 The Fifth Discipline Fieldbook: Strategies for Building a Learning Organisation Nicholas Brealey Publishing