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

2. “We have no relevant financial relationships to disclose for this session.”

9. Project Management

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

11. Messaging

12. 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

15. Coaching Through Change1
PURPOSE and REASON 2
BENEFIT and IMPACT 3
TRAINING and PRACTICE 4
REINFORCEMENT

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

17. Messaging

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

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

22. 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

23. 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

24. 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

25. 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!

26. You Need to State “The Obvious”

27. 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

28. 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!

29. 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

30. Summary

31. 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.