1. Presented by: Robert D. Collinsworth The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 1

2. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * The space between where you are now and where you want to be in the future. 2

3. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * Technology * Structure needs adjusting * A different service delivery model * A different personnel system 3

4. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * To become more competitive * Regulatory * Existing work force needs reshaping to fit a new business model * Where you are is not working well 4

5. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 5

6. * Emotional internal struggle aka: TENSION * Uncertainty…how will this affect me * Loss…I like the way things are now * Anger * Why 6

7. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * Culture * Commitment * How much change can be tolerated * Key stakeholders 7

8. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * Rice bowls * Communication plan * Feedback loops * Celebrate wins 8

9. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 9

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11. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 WHY WHAT WHO X 2 HOW WHEN OVER COMMUNICATE WHY WHATWHO X 2HOWWHENCOMMUNICATION IMPLEMENTATION MONITOR AND ADJUST AS NEEDED 11

12. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * Critical to make a compelling case for change * Employees and management have to see and understand why the change is needed * End state must be defined 12

13. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * Business model * Service delivery model * Structure * Job titles * Personnel * Pay * Location * Benefits * Work schedules 13

14. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * Leadership (by title) * Focus groups (composition) * Tiger teams (composition) * If teams or groups will not be used define who will be responsible and for what * Define at the individual level 14

15. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * Structure and billets = people * Important to examine how will the change look through the lens of the employee * People will want to know how the change will affect them on an individual level * Will I still have a job * Will my job change and if so how * What will be expected of me 15

16. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * Formulate the plan * Use the systems thinking approach * Plan of actions and milestones * Must overcome or mitigate obstacles 16

17. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * Be as specific and realistic as possible * May need to use different dates for different areas in the change plan (domino effect) * Monitor closely…slips in dates could be an indicator of problems which need to be addressed 17

18. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 18

19. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * Leadership role is crucial * Plan communication events with purpose * All-hands, group, Adhoc, meetings, one-on-one * Install feedback loops 19

20. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * People must see how they as individuals fit into the overall change initiative * Acknowledge employee feelings * Motivate and over communicate 20

21. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * Work the plan * Capture deviations from the change plan to study for any needed adjustments to the plan * PMA from leadership can not be under estimated * During times of uncertainty people look toward the leadership 21

22. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 * Do not leave anything for chance * Test the stages of change for desired results * Communicate to leadership on successes, failures, unintended consequences and advice for the way ahead * Adjust as needed and test until success is achieved 22

23. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 23

24. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 Change is hard even on the best of days Lead the way with conviction and compassion Some will remember what you said Other’s will remember what you did Everyone will remember how you made them feel 24

25. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 25

26. The Collinsworth Leadership Group, LLC 703.407.0656 r.collinsworth@verizon.net Copyright 2011 26