1. SESSION 2B PERILS FROM THE DEEP Presenter: Dr Denise Meyerson, Director, Management Consultancy International

2. The change Monster Build resilience to change! Customer Service Conference 2013 Dr Denise Meyerson

3. Session Purpose Understand the emotional side of change Practical tips + guidelines to build resilience and reduce stress for yourself, your team and your family

4. Listen to your instructions

5. How well did you go? What could you have done better? What did you get out of the activity?

6. List the emotions that you experienced during the last few minutes

7. The Change Monster: All the human issues that swirl around change

8. Feelings of…. Fear Curiosity Exhaustion Loyalty Paranoia Depression Optimism Rage Revelation Delight

9. The iceberg model

10. The change story = an emotional human process

11. The Change Curve

12. Discuss Do we look for someone, or something, or some event or circumstance to excuse or to justify behaviour? When does the time come when we say to ourselves – “I need to behave differently?” When does the time come for us to take on a different perspective or extend ourselves ?

13. What are your top 10 tips to build resilience to change and to reduce stress levels?

14. 1. Acknowledge that the monsters are there

15. 2. Listen and observe

16. 3. Build Emotional Intelligence levels The head and the heart

17. 4. Do an Audit – what are the causes of my stress? What is in my sphere of control and influence and what is out of my sphere of control and influence?

18. 5. Take a total View “Even though this incident is negative, the total view of my situation is positive.”

19. 6. Get perspective & look at the facts “This event is not threatening. It may not happen. This situation is not dangerous to my well being, therefore I can view it as a triviality, and …it may not even happen.”

20. The danger of making assumptions!

21. Use the Ruler Method

22. 7. Remember that feelings around change are temporary “This too shall pass.”

23. 8. Say to yourself: This occurrence is not exceptional “Many people in my situation have gone through this.”

24. Remember! We all have unique personalities and we have experiences that are universal AND the way you choose to handle them is unique

25. 9. Find a Distraction “I choose to refocus my energies.”

26. What are your favourite distractions?

27. 10. Do the difficult “I will face what I fear.”

28. Here are a few more tips….

29. 11. Work in Parts “I will solve the problem one step at a time.”

30. Plan a party for 100 people

31. “I will look for a solution by taking advice or doing further research.” 12. Solutionise

32. “Since I cannot change this situation, I choose to let go of it.” 13. Surrender Control

33. Call out others on your list that we have not mentioned

34. Commitments What two things from today’s session will you focus on in your day-to-day role? _______________________________ What do you commit to doing more of or less of? _______________________________ What will you teach others in your team from today’s session? ________________________________