NAVIGATING CHANGE Understanding and Leading Staff through Organizational Changes INTRODUCTION Workshop Overview Some people welcome change. Others are more cautious and wonder how change will impact them personally. For some people the ambiguity of change creates significant stress and even fear. During organizational change, it is the job of managers to help their staff successfully navigate changes in policy and operations and how that impacts expectations for staff and the work they do. Some administrators and managers may have recently joined the organization, and others have been through several transformational changes over many decades. Taking into consideration the varying levels of experience of participants, this workshop will give leaders an opportunity to reflect on lessons they have learned about themselves and their teams in relation to their reactions to change. We will also talk about the role of administrators and managers in communicating with staff about change. In order to be a learning organization, it is important for managers to be effective “information transmitters”- including receiving information from central office, sending information to line staff, and then closing the loop by sending line staff feedback back to central office. In this workshop, participants will have an opportunity to work with other managers to develop a short-term plan for delivering routine communications with staff and sharing their feedback with central office in support of their role as information transmitter. 2 Ag e n d a O bj e c t i v e Time Module Ice Breaker - I understand what to expect from this workshop, including why this topic is important. 10 min Section 1: Understanding Our Personal Capacity for Change - I have reflected what I’ve learned about change in the past year or so. I understand how my staff respond to change. I understand image shift and how that affects messages I receive and send. 25 min - Section 2:Tuning into Staff- The role of management in communications - I understand my role in communicating with staff about change. 15 min Section 3: Communications Plan Group Exercise - I have a routine staff communications plan for my office. 30 min Reflection/Resolve 10 min 3 Overview Navigating Transitions Change is all around us, pushing us, making demands, and offering opportunities. We ignore making the transitions associated with change – or choose not to respond to it at our peril. Effectively leading staff through transition requires managers to anticipate the impacts of the change, to be flexible in the face of changes in the organization’s culture, adapting to changing needs of customers, new mandates and new business requirements, and developing their ability to deal with seemingly constant change. This workshop is designed to provide you with tools and techniques so that you can plan for change and lead transitions effectively within your “sphere of influence” in your particular office. We address issues that affect your ability and the ability of the people around you to be successful in developing a resilient and adaptive attitude and culture. The goal is to help you move through transitions in healthy and productive ways and to help those around you who are struggling with change to follow your example. To do this requires an understanding the human side of change and some of the basic requirements for helping others successfully navigate transitions. That is the focus of this workshop. Change is the law of life. And those who look only to the past or present are certain to miss the future. — John F. Kennedy 4 SECTION ONE Understanding Our Individual Experience with Change The key to your universe is that you can choose. — Carl Frederick 5 Understanding Your Response to and Capacity for Change Change occurs all around us and in many facets of our life – personal, family, professional, community, and world. Understanding our personal experiences of change enhances our ability to understand our current reality. To realize our full capacity for change, we must build awareness of how our attitudes and responses to change affect and influence our relationships and larger group dynamics. Any change, even For example, leaders are called upon to help their organizations navigate the social a change for the implications of significant technology changes, better, is always embrace the complexities and opportunities of accompanied by business process changes, move from a reliance on control to an emphasis on teamwork, and to drawbacks and augment technical skills with greater emotional discomforts. and relationship ones. Your own personal experience of change —Arnold Bennett profoundly affects how you approach and lead change. It is helpful to begin by reflecting on your experiences, choices, and subsequent assumptions about change. This is a useful way to uncover your strengths and blind spots in managing yourself and leading others. If you tend to think about change at a rational and structural level, you may be blindsided by your own unacknowledged emotions. You may also fail to address the human needs of the people who are impacted by a change. Increasing your self-awareness will help you identify areas for your own growth and help you lead change with greater compassion, conviction, and courage. It also helps you understand how others react to change and how you can help them transition. It is easy to fall into the trap of thinking that you don’t have time to attend to all of the aspects of change. However, failing to do so will ultimately plague your organization in the form of low morale, low trust, and low performance. 6 What Have You Learned about Change? During the past year or more in your agency you have experienced a lot of changes. What have you learned about your own reaction to organizational change, and the reactions of your staff? 1. Reflect individually and make a list of lessons learned. 2. Share with a partner and from both of your lists choose two most important, surprising, or helpful lessons. 3. Write the two lessons on half sheets of paper so they can be posted on the wall. 4. Large Group Discussion: What were your lessons learned? What similarities or differences do you notice in the lessons shared on the wall? What do these lessons say about the importance of communicating with staff during periods of change? What will you do differently in the future based on your lessons learned? 7 Understanding Your Preferred Response to Change Conservers: Accept structure Prefer that change is incremental Pragmatists: Explore structure Prefer that change is functional Originators: Challenge structure Prefer that change is expansive 8 Contributions of the 3 Styles During Change Conservers Pragmatics Originators Get things done on schedule Willing to address the needs of the organization as they arise Understand complex problems Work well within organizational structure Get things done in spite of rules, not because of them Bring strong design and conceptual skills Attend to detail and factual information Negotiate and encourage cooperation and compromise to get problems solved Push the organization to understand the system as a whole Demonstrate strong followthrough skills Take a realistic and practical approach Support and encourage risktaking behavior Encourage and adhere to routine Draw people together around a common purpose Provide future-oriented insights and vision for the organization Respect rules and authority Organize ideas into action plans Serve as catalysts for change Handle day-to-day operations efficiently Have short-term and long-term perspective Initiate new ideas, projects, and activities Source: Change Style Indicator: Discovery Learning, 2000 Self-Reflection: What is your preferred response to change? In which category do you see yourself? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ 9 Potential Pitfalls of the 3 Styles During Change Conservers Pragmatic Originators May be rigid in thought and action May be indecisive and undirected May not adjust vision to facts, logic, or practicalities of situation May discourage innovation by promoting existing rules and policies May not promote ideas and properties enough May be lost in theory May not see beyond the present details to understand the broader strategic context May try to please too many people at the same time May overextend themselves – moving on to new projects without completing them May delay completion of task because of perfectionism May appear to be noncommittal May not adapt well to policies and procedures May delay action too long by overly reflecting on situation May be easily influenced May appear unyielding and discourage others from challenging them May appear unyielding and set in ways May negotiate compromise that is too middle of the road May ignore the impact of ideas on system and people May over focus on small details May wait for others to decide before taking action May overlook relevant details Source: Change Style Indicator: Discovery Learning, 2000 Self-Reflection: Have you ever faced any of these pitfalls in dealing with change? How did you overcome the pitfalls? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ 10 Increasing Your Change Style Flexibility The following are suggestions for increasing your flexibility in your change style and avoiding pitfalls: Consult with a person you believe to have a different style than yours before proceeding. Make efforts to understand the perspectives of styles other than yours. Imagine putting on a hat of another style. True stability results when presumed order and presumed disorder are balanced. A truly stable system expects the unexpected, is prepared to be disrupted, and waits to be transformed. Tom Robbins Step back and be aware of your initial reaction in a situation, especially when you are aware of responding emotionally. 11 Understanding How Our Brains Receive Messages Using knowledge of how our brains process information can also help managers understand how to help their staff navigate change. In 1956, Kenneth E. Boulding- an economist and social scientist- developed a new theory about individual behavior and social dynamics called the “image shift” theory. There are five key points to his theory, which was the foundation of modern research on organizational change: 1. Everyone operates out of images. 2. Those images govern our behavior. 3. Messages we receive shape our images, and we filter those messages through our “value screens”. 4. Images can be changed. 5. Changed images change behavior. What I have been talking about is knowledge. Knowledge, perhaps, is not a good word for this. Perhaps one would rather say my image of the world. Knowledge has an implication of validity, of truth. What I am talking about is what I believe to be true; my subjective knowledge. It is this Image that largely governs my behavior. -Kenneth E. Boulding Although Dr. Boulding’s work dates from the 1950’s, recent research on how our brains process information supports his theory of image shift. The Triune Brain: 1. The Unconscious Mind or “autonomic brain” governs our involuntary systems and develops in utero. 2. The Subconscious Mind or “feeling brain” develops from birth. 3. The Conscious Mind or “thinking brain” begins to develop around the age of 18 months as we form language. 12 Our brains gather information, or messages, from our five senses- sight, sound, touch, smell, and taste. Since before birth our brains have developed pathways specialized for each type of message, including visual pathways, auditory pathways, and kinesthetic pathways. Our Conscious Mind- or neocortex- processes approximately 40 bits of information per second. Amazingly, or Subconscious Mind takes in about 20 million bits of information per second. In order for our Subconscious Mind to cope with volume of messages it receives, it bundles information and stores it away as “images” or mental models. Over time, an image or mental model of something is created from our past experiences and that affects our behavior. Mental models are the vehicle for all we experience and define how we see reality. As we receive new messages, the image we have of that thing is likely to be changed to some degree. When we receive a message, we can have many possible responses: Congruent messages: Sometimes we receive a message that fits with our mental model and it reinforces our view of the world. It may even expand our understanding and add to our mental model. Unperceived messages: Sometimes we are sent messages that don’t even register with us. Our perceptions don’t pick it up. This is an area of current 13 research about inattentional blindness- or our tendency to miss things right before our eyes because of our mental models. We notice what we are cued to notice by the context and our images of the world. Incongruent messages: Some messages conflict with our mental model or worldview. When this happens, we have a choice. We can dismiss the message to preserve our image of the world. We can feel doubt, which causes us to seek more information and may lead to a change, or we can accommodate the new message and change our image of the world in subtle or transformational ways. Implications of Image Shift Theory for Leading Staff Through Organizational Change Begin to see yourself as an “image shifter”, supporting your staff’s learning and behavior change. Keep in mind the power of “value filters” and how they affect the new messages staff receive about the change. We can’t assume that our staff sees the world the way we do. Only an individual or a group itself can choose to change. We can’t direct someone to change their image of the world- we can only introduce new information that makes them think. Additional Resources: 1. Boulding, Kenneth E., The Image: Knowledge in Life and Society, Ann Arbor. The University of Michigan Press, 1956. 2. Senge, Peter, The Fifth Discipline: The art and practice of the learning organization, Doubleday, New York, 1990. 3. Argyris, Chris, Knowledge for Action: a Guide to Overcoming Barriers to Organizational Change. San Francisco: Jossey-Bass, 1993. 14 Individual Learning Styles and Change Learning styles are broadly defined as one of the three primary ways in which a person can learn. Those include visual (sight), auditory (sound), and kinesthetic (actions/touch). An individual's preferred or best process by which they will learn is typically through one or a combination of these styles. In a more general sense, learning styles can include elements of the environment including their optimal time of day, lighting in the room, temperature of the room, etc. They also include a person's own emotionality, physical needs, and sociological needs. Visual learners typically learn best through sight, through visual representation, or visual aids. These learners love charts, graphs, notes, handouts, and any other visually stimulating media. Visual learners can learn it if they can see it. Auditory learners learn best by hearing or through verbal communication. They simply prefer to hear an auditory representation of information to learn it. Auditory components such as tone, pitch, and loudness are all important to these learners. These learners are excellent at remembering information that they hear. Kinesthetic learners are sometimes referred to as tactile learners. This type of learner typically learns best through a hands-on approach specifically through touching or doing. Kinesthetic learners love to work with their hands, manipulate objects, and take a more active approach to learning in general. These learners typically have a short attention span if they are not able to use a hands-on approach. A majority of learners are kinesthetic learners. In the world of work, there is widening recognition of the need to capitalize on different learning styles within organizations. According to Dudley Lynch, in Your High Performance Business Brain, "we can use this powerful new way of understanding people to design better organizations, ... do a more effective and productive job of hiring and placing people, and to frame our management messages so that they can penetrate the natural filters of the mind." Large Group Discussion: 4. What is your preferred learning style? How about your staff? 5. As a manager, how can you create messages for your staff so they meet the needs of their varied learning styles? 6. What are some examples of messages for visual, auditory, and kinesthetic learners? 15 SECTION TWO Tuning in to Staff: The Role of Management in Communications Nothing in the world is permanent, and we're foolish when we ask anything to last, but surely we're still more foolish not to take delight in it while we have it. If change is of the essence of existence one would have thought it only sensible to make it the premise of our philosophy. - W. Somerset Maugham The Razor’s Edge 16 How Leaders Can Successfully Lead Organizational Change Organizations must address both the business and people sides of change in order to be successful. In a recent study of more than 300 organizations undergoing major business change, the number one reason for project failures or delays was failure to manage the people side of change. Being ready for change goes beyond wanting employees to feel good about the change. It is about helping them to understand, learn and demonstrate the new skills and behaviors that will be required for the project or change effort to be successful. To successfully implement change requires the acceptance of those who will endure and have to sustain the change. People are not likely to change because you tell them to. People will consider making changes if the following are true: The changes fit with their own personal value system. Many employees in public service place a high value on helping their clients obtain the help and services they need. If they believe the changes will ultimately benefit their clients or customers, they are more likely to support the changes. You must clearly explain what the new or revised process or system will accomplish, and who will benefit and how. People feel involved in the change and have time to adapt. People can't just drop everything and change or learn new skills just because their boss says so. Even if they want to change and learn new skills, they have a whole range of issues that keep them fully occupied for most of their day. Involving people early in the discussion about the design and development of the new process or system gives you and your employees a chance to understand the implications and feasibility of the upcoming change(s). You are empowering them to participate in the change by encouraging them to offer ideas even better than you might have envisioned. Helping employees understand, accept, support and be directly involved in the change so that it is successful and sustained over time requires a carefully planned and executed strategy that involves people at every stage. When people feel they are valued participants in planning and implementing change, they are more likely to be motivated to make the change successful. Even if they have no choice about whether to implement the new initiative, they can still have an impact on how it is accomplished. 17 Your Role in Leading Change Your role as a manager, supervisor or lead worker is, at a minimum, to enlist others to participate in or, at the least, not to hinder the change effort. To be a leader of change is to assume a much larger role – to inspire, persevere, reduce ambiguity, and provide the opportunity for people to engage, participate, and prepare. In successful change efforts, an organization’s leaders: Provide the vision and a sense of urgency and are out front communicating it. Support the change by answering the concerns raised by individuals as to how a change will impact them personally and professionally. Involve others in designing and implementing the change process. Provide individuals with the tools, training, and time to learn the changes and incorporate them into a job, business unit, or division. Provide feedback throughout the transition process to the leaders sponsoring the change so that appropriate interventions and course corrections can be made along the way to the desired goal. Central Office and Local Office Administrators Regional/Local Managers and Supervisors Lead and champion the change Champion the change – get engaged Live, lead, and model the behaviors and attitudes that are supportive of change Live, lead, and model the behaviors and attitudes that are supportive of change Help direct-report managers understand what’s coming Prepare and coach staff Communicate the vision frequently and proactively Communicate the vision frequently and proactively Be the conduit for determining what managers and staff need to be successful Listen to and report on what staff are saying – be the voice of the field/end user Anticipate problems and make it safe for line managers and leads to escalate issues Understand current business processes and techniques for improving processes 18 Central Office and Local Office Administrators Regional/Local Managers and Supervisors Provide data and input to executives so they understand the impacts and implications of decisions Escalate issues so barriers, challenges, and concerns can be addressed quickly Encourage feedback about the changes to determine what is working/not working Correct misinformation and misperceptions The Importance of Communication How do you lead people through a transition process and the changes that are driving it? A key to avoiding a failed change initiative is to invest significantly in communication to everyone who is affected by the change. But what exactly do you need to communicate? 1. A clear vision for the change: what will be different for us and the people we serve; how our processes and way of doing business will be different. 2. The purpose of the change: what is driving the need for change. 3. A broad overview of how the organization will transition to the future state: what will change and when the changes will occur. 4. The role that each person will play in making the changes: how employees’ day-to-day activities will be affected. 5. An awareness of different communication/interaction styles, some of which are culturally based. 6. The tools and support that will be provided along the way. 7. How people can get more information about the change. 8. Where to go with questions and how to offer feedback. 9. The specific timeline for the change and the immediate next steps. 19 SECTION THREE Your Staff Communication Plan In the final analysis, change sticks when it becomes the way we do things around here. - John Kotter 20 Best Methods for Communicating Change Research conducted on large-scale projects shows that the top-level executive managers are the preferred senders when the message pertains to the business need for change and the alignment of the change with the organization’s overall direction. Employees’ supervisors are typically the preferred senders of messages that pertain to the individual and work unit level impacts of the change. Recognize that people generally begin to understand the implications of change only when they are partway through the transition. Be sure to talk about their reactions throughout the process and let them talk about how they feel, rather than trying to defend or sell the change. The frequency and methods to communicate change in an organization or business unit varies, but the rule of thumb during change is: You can’t over communicate. Share messages more frequently than you think you need to by a factor of 10. Below are some effective communication methods or channels to use with staff: Intranet One-on-one discussions Group meetings Formal presentations Forums Informal lunch discussions Newsletters Communication Tips The two most effective communication methods for communicating change to employees are: One-to-one or face-to-face discussions that are honest, straightforward, and offer details of the change on a personal level. Most employees prefer personal interaction to reading information. Small group meetings to share information, brainstorm ideas and discuss new or changed work processes. Develop two-way channels to improve feedback and involvement. Don’t assume people understand – give them opportunities to question and process the change and the new expectations that 21 accompany it. Provide opportunities, wherever possible, for employees to have input into the changes as they are designed and developed. Increase one-on-one communication with those directly impacted by the change. Some people will need more coaching and personal attention to understand the change and what it will mean for them. Provide regular updates so that people can keep their transition process moving along parallel with that of the overall change effort or project. 22 Embracing Your Role as an Information Transmitter Using the template on the following pages, you have the next 20 minutes to plan one routine communications activity for your staff that could be implemented in the next 30 days. Examples of the types events you might want to communicate about could include: policy briefs, clarifications and reminders and NC FAST post card information. 1. Work on template with instructions individually. 2. Share with partner, get feedback, and make adjustments as appropriate. 3. Write title of activity on card and share on wall. 23 Communications Plan Template What is the routine information or event you are going to transmit to staff? What is the current image your audience has about the topic? How will that image need to shift? Current Image What messages will reinforce the new information and image? Auditory Messages New image Visual Messages Kinesthetic Messages Remember: Messages aren’t just words. Can also be pictures, sounds, and physical space. When, during the next 30 days, will you begin your communication efforts? How often and when will you repeat the messages? Where will you communicate the messages? When will you start and how often will you repeat? How will you gather feedback from staff and relay it to central office? Feedback Loop & Support Needed What will you need to support your communication plan? 24 Communications Checklist Did you answer the question “why is this change happening?” When people learn about a change, their first question is “why?” Acceptance of, and participation in change increases when people know why it is happening. It is important to reinforce the “why” throughout the entire project, especially if there are large time lapses between communication events. Did you answer the question “what are the benefits and how does the change affect me?” After communicating the “why” about change, the next question people have is “how will this affect me personally?” To gain support from the people who must participate in change, it is important to provide a compelling case about how the participants will be better off or what they will get out of engaging in change. Are you using the right channel to deliver communication? Research shows that employees prefer to hear messages from two people in the organization – the leaders of the organization (for messages about the business issues and reasons for change) and their immediate supervisor (for messages about the personal impact of change.) Are you using face-to-face communication? This is the most effective form of communication. While it is more time intensive, it is an important component of a communications strategy around change. Are you creating opportunities for two-way communication? People need the opportunity to share concerns, provide feedback and ask questions. Twoway communication creates buy-in and provides answers in real-time. Are you repeating key messages five to seven times? When change is first announced, people are usually focused on how it will affect them personally and will not pay attention to the details of the change. Repeating key messages is essential to ensure that what you want to get across is being heard. Err on the side of over-communication. Are you using effective ways to reach employees? The best communications approach uses a variety of channels to reach people – newsletters, presentations, one-on-one, meetings, intranet, Q&A forums, workshops, brainstorming sessions, etc. 25 Large Group Discussion: What’s one new idea you remember from the workshop? ________________________________________________________________ ________________________________________________________________ What stood out? What made most sense to you? ________________________________________________________________ ________________________________________________________________ How will this help you help your staff navigate change? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ What would help support your action plan? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ 26