1. Effective Change Management: The Role of Communication IABC – San Diego May 18, 2011 Sharon Lieder Lieder Consulting Group 1

2.  Provide a Change Plan  Identify key communication points  Explore your role in the change process  Build the business case for expanding your role 2

3. Types of Change 3  Evolutionary Change:  Gradual and incremental. Can prepare and plan.  Strategic Change:  Sense of control, driving the change, or keeping pace.  Shock Change:  Unexpected. Either sets you back or spurs you on

4. Discussion Questions  How does your organization currently manage change efforts?  What is the success rate?  What is your role typically in these change efforts? 4

5. Failure Rate  70 percent of large-scale system implementation change efforts fail  Of these failures more than 70 percent are due to culture-related issues:  employee resistance to change  unsupportive management behavior 5

6. Possible Roles  On the planning committee  Prepare communication plan  Coach leaders on communication approaches  Coach leaders on their skills  Prepare announcements  “press kit” – internal  “press kit” – external 6

7. Possible Roles - 2  Support the Change Agent  Facilitate employee discussions  Write stump speeches  Conduct surveys .  No role or late in the process 7

8. Success Factors  Managers were more successful when:  objectives were set and the need for action made clear at the outset  a search for ideas was carried out  participation was used to engage people with the planned change 8

9. CHANGE PLAN 9 2. Harmonize and Align Leadership 1. Challenge the Current State 6. Evaluate and Institutionalize the Change 5. Guide Implementation 4. Nurture & Formalize a Design 3. Activate Commitment ©ASTD

10. Challenge the Current State 10 1. Challenge the Current State

11. Gather & Analyze Data  Findings  Options and Opportunities  Recommendations 11

12. 12 Establish a Need Compelling Business Case

13. Assessing Organizational Readiness General Considerations:  Size of Change  Current Internal Stress  External Impact  Change History  Supportive Culture  Clear Internal Processes People Variables:  Workforce Talent  Executive Leadership  Skilled Change Agents  Management Support Resources:  Time Commitment  Money  Access to Workforce  Structural Flexibility 13

14. Harmonize and Align Leadership 14 2. Harmonize and Align Leadership

15. Change Management Roles 15 Change Leader Change Management Team Change Agent

16. A Change Leader’s View for Success V isionary I nspiring E nthusiastic W isdom How would you help here? 16

17. Creating & Sharing a Compelling Vision 17

18. Designing Communication Plans  Identify People  Identify the Specific Information  Identify the Methods  Identify the Timeline 18

19. Activate Commitment 19 3. Activate Commitment

20. Build a Critical Mass Commitment Chart 20 O No Change Commitment O X X6. OX5. XO4. X3. O2. XO 1. Make Change Happen Help Change Happen Let Change Happen Key Players

21. Understand Reactions to Change  Innovators  Early Adaptors  The Early Majority  The Late Majority  Laggards 21

22. Activity  Identify a recent change you resisted.  Why did you resist?  What would have helped you to accept it more easily? 22

23. The Four “P”s  Purpose for the change  Picture of expected outcome  Plan for navigating  Part the employee will play 23

24. Use a Process to SHIFT Resistance S urface the resistance H onor the resistance I dentify the kind of resistance F ind out what resister would prefer T hank the person 24

25. Nurture and Formalize a Design 25 4. Nurture & formalize a Design

26. Selecting and Using Metrics  Purpose  Track progress  Celebrate accomplishments  What to set  Project itself  Change management success 26

27. Guide Implementation 27 5. Guide Implementation

28. Change Agent Role Q uery executives U pdate management teams I mplement capacity-building efforts C reate transition strategies K now the informal leaders E ngage stakeholders R each out to the naysayers 28

29. Evaluate and Institutionalize the Change 29 6. Evaluate and Institutionalize the Change

30. Avoiding Regression  How to make the change stick!! .  What role could you have here? 30

31. Your “Take-Aways” .......... 31

32. If I can be of help….. Sharon Lieder LiederGrp@aol.com 619-871-4696 www.LiederConsultingGroup.com 32

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35. Definitions  Change  to make or become different Synonyms:  Alter  Modify  Vary  Communication  “Shared meaning” 35