Change Management
for Leaders
Copyright © March 2007
by Georgia Department of Technical
and Adult Education, Quick Start®.
All rights reserved. No part of this manual may
be reproduced or transmitted in any form or by any means,
electronic or mechanical, including photocopying, recording,
or by any information storage and retrieval system,
without written permission from Georgia Department of
Technical and Adult Education, Quick Start®.
Published September 2007
(G092607ATL)
Change Management for Leaders
iii
Table of Contents
Introduction ........................................................................................ 1
Course Overview ...............................................................................................1
Course Objectives ..............................................................................................2
Change ................................................................................................. 3
Introduction ........................................................................................................3
Causes of Change in the Workplace ..................................................................3
Effects of Change ...............................................................................................5
Resistance to Change .........................................................................................6
Acceptance of Change .......................................................................................7
Taking Charge of Change .................................................................. 9
Video: Taking Charge of Change ......................................................................9
The Change Process ......................................................................... 11
View of Change................................................................................................11
Transition .........................................................................................................12
The Characteristics of Change .........................................................................13
A Strategy for Managing Change ....................................................................14
Activity: Personal Change ..............................................................................15
The Ending Stage ............................................................................. 17
Introduction ......................................................................................................17
Clarify What is Ending ....................................................................................18
Actively Seek Closure......................................................................................20
Exercise: The Change in the Ending Stage .....................................................21
The Neutral Stage ............................................................................. 23
Introduction ......................................................................................................23
Accept Ambiguity ............................................................................................23
Remember to Communicate ............................................................................24
Be Willing to Experiment ................................................................................25
Activity: Handling Neutral .............................................................................27
The Beginning Stage......................................................................... 29
Introduction ......................................................................................................29
Create a Personal Mission Statement ...............................................................30
Behave as if there are No Barriers ...................................................................30
Actively Solicit Support from Others ..............................................................32
Exercise: My Mission .....................................................................................33
Actions, Factors & Consequences ................................................... 35
Factors Facilitating Change .............................................................................35
Actions Facilitating Change.............................................................................36
Consequences to How We Deal with Change ..................................................41
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The Leader’s Role in the Change Process ...................................... 43
Introduction ......................................................................................................43
Introduce Change .............................................................................................44
Activity: Bubble Gum .....................................................................................47
My Role ...........................................................................................................48
Leading the Team through Change ..................................................................51
Activity: Leading the Change .........................................................................56
Helping the Leader Lead Job Aid ................................................... 59
In Closing .......................................................................................... 61
References ......................................................................................... 63
vi
Change Management for Leaders
Introduction
Course Overview
This course provides participants with a clear understanding of organizational
change; identifying change, resistance to change, factors facilitating change, and
successfully leading change initiatives
Participants will have an opportunity to examine and discuss causes and effects
of change in corporations across America. The critical role of communicating
the change will be discussed, along with the benefits of focusing on the positive
implications of change initiatives.
Using an industry change model, participants will review and discuss three
distinct stages of organizational change and practice using tools to successfully
lead the organization through each stage.
Change Management for Leaders
1
Course Objectives
The information presented, as well as the activities and practices provided during
this course will enable you to:
2
•
Discuss the causes and effects of change that take place in
corporations throughout U.S. America.
•
Identify the reasons both leaders and employees resist change.
•
Distinguish the difference between change and transition.
•
Relate the three stages of change.
•
Describe and utilize the techniques to manage change more
effectively and positively.
•
Identify the consequences associated with how we deal with
change.
Change Management for Leaders
Change
Introduction
According to Dictionary.com change is defined as:
1.
a. To cause to be different, b. To give a completely different form or
appearance to;
2.
To give and receive reciprocally, interchange
3.
To exchange for or replace with another, usually of the same kind or
category
4.
a. To lay aside, abandon or leave for another; switch. b. To transfer from
(one conveyance) to another.
Therefore, based on the definitions and as we have experienced, change can be
minimal or totally different from the past.
Causes of Change in the Workplace
Key Notes
Some causes of change in the workplace…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
As a leader you have probably experienced the effects of these changes. As part
of your team, your employees also feel the effects of these changes. Later, we
will discuss in great detail how we all react to change.
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3
These changes are a result of three major causes:
•
People
•
Technology
•
Information
People generate new ideas and invent or create things. New technology that is
developed to make our lives easier causes us to learn new ways and oftentimes
eliminates old ways. With new technology, information reaches us more quickly,
causing us to process more information and at a faster rate. All of these create a
greater need for us to accept change.
According to Dennis Jaffe and Cynthia D. Scott of Managing Change at Work:
Leading People Through Organizational Transitions, “The pace of organizational
change is increasing. Recent studies show that:
•
More than 61 million Americans will retire in the next 30 years
•
32% of workers say they will likely change jobs within the next
five years
•
White males are a minority in the workplace
•
Women make up 60% of the U.S. workforce, and the percentage
is growing
•
Huge productivity gains are needed to remain competitive
•
40% of the U.S. workforce was unionized 40 years ago – now it is
less than 5%
•
70% of merges end up as financial failures”
One’s ability to transition through change is critical for success, since the
continual fast pace of change is inevitable.
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Change Management for Leaders
Effects of Change
Key Notes
My immediate thoughts of the word “change” are…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Mt employees describe change as…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
My thoughts of change are…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Most of the effects on us, or our reactions are demonstrated through emotional
responses. As we have discussed in the Icebreaker and now, most associate
change with negative thoughts or feelings.
It is most common for us to resist change. However, we, especially as leaders,
need to look as change in a positive way by accepting and embracing these new
opportunities. Therefore, we need to understand why we resist change and the
process of how to “transition through the stages of change” to acceptance.
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Resistance to Change
We Resist Change because the Change…
•
Violates norms
•
Exposes weaknesses
•
Threatens …
•
Is forced
•
Requires less skill
•
Requires less social-interaction
•
The costs outweigh the benefits
•
Threatens job security
•
Creates fear and uncertainty
•
Is unclear or difficult to understand
•
Enhances a lack of trust and confidence
•
Promotes a perceived risk
However, this resistance is based on a level of:
•
Ability
•
Awareness
•
Desire
•
Knowledge
•
Reinforcement
In addition to the reasons of resistance that we just identified, we may have more
reasons to resist, as a leader.
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Change Management for Leaders
A leader’s reasons for resistance are as follows:
•
Required to support change even if we do not agree
•
Have to deal with our own stages of change, as well as those of our
employees
•
Changes are not clear to us
•
Benefits and direction are unclear
It is important that we understand the reasons we and our employees may want to
resist change. Now that we understand the reasons for resistance we can focus on
why we are willing to accept change.
Acceptance of Change
When things are not going quite right, are unclear, or are not working at all, we
are more accepting of change. Reasons we may accept change include:
•
Poor Morale
•
Poor work environment
•
Low productivity
•
Current lack of direction, confusion, stress, uncertainty, etc.
•
Dissatisfied customers
•
Industry competition
•
Anticipation of being better off
•
Seeing it as an opportunity
Even if we are unclear of what the change really means, we may be more
accepting of change if we anticipate that we will be better off with the change.
We may see it as an opportunity to make our job easier.
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Key Notes
I have trouble accepting or am accepting of change. (Choose one.)
In the past, this type of technology took up a lot of room and has become
smaller and smaller. In fact, technology advances so fast, that we are oftentimes
discarding things that we historically would have saved for years or decades.
How accepting we are of change helps determine our ability to “Take Charge of
the Change”.
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Change Management for Leaders
Taking Charge of Change
Video: Taking Charge of Change
Instructions: Review the questions below and be prepared to discuss them after
watching the video.
1.
How can we manage change?
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
2.
What three things do we need to do in the “Ending Stage” to take charge of
the change that we are experiencing?
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
3.
When we are in the “Neutral Stage”, we need to…
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
4.
When we are in the “Beginning Stage”, we are beginning to show our
acceptance of change by…
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
Clearly understanding the stages of change, and understanding that these stages
and the feelings associated with them are normal, will help you “Take Charge of
Change”.
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Notes:
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Change Management for Leaders
The Change Process
View of Change
Some believe that the change process is cyclical. The reason for this belief is that
change is never ending. If you think about the changes you experience everyday,
once you get used to a change, a new one is introduced into your life. Change
moves in cycles and waves. The cycle of these stages is continuous, if not
overlapping. It is very rare, if at all, that we are feeling committed to our plan and
comfortable with it, before another change is introduced.
Key Notes
When I have to make changes to the original change, I feel…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Emotions are a signal to us. Feelings of discomfort, resistance or defensiveness
are signs to us that something important is happening.
However, it is important to recognize that while this change is taking us out of
our comfort zone and we may not feel good about it, this change may not be a
threat, but an opportunity. As leaders, we will need to see changes as just this,
opportunities!
Key Notes
In the video, how did Claire who worked with Stream Software Corporation view
the change of the Symtec sale being cancelled? How did her view continue to
change?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
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Understanding that this is a normal process is important. It allows you to know
what to expect.
This too is normal. People are individuals, each with different experiences and
personalities. Change is easy for some people and more difficult for others. The
degree of comfort with change and the length of time needed to complete the
change will vary from person to person.
When You Doubt Your Ability to Handle Change
•
Avoid comparing yourself to other people.
•
Be patient with yourself.
•
Be patient with others.
Transition
Key Notes
We define ‘change’ as…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Change does not have to be difficult...just different.
We know that a change has started to take place when we start reacting with
emotions, feelings, and thoughts. This is when we are at the beginning of
transitioning.
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Change Management for Leaders
Transition is the:
•
Feelings associated with change.
•
Period of letting go of the old and moving towards the new.
•
Passage from one form, state, style, or place to another. Passage
from one subject to another in discourse. (Dictionary.com.)
•
Rite of passage: “A ritual or ceremony signifying an event in a
person’s life indicative of a transition from one stage to another…”
(Dictionary.com.)
The stages that you experience with change are like the rite of passage. You
transition from one to another in a “process” at your individual or teams’ pace.
The Characteristics of Change
All individuals go through predictable stages when they experience change.
When going through these stages, there are specific characteristics that go along
with the change. We have discussed many of them.
These characteristics are a signal to challenge our comfort zone. These feelings
of anxiety, discomfort, or resistance are a notice to us that something important is
going to happen. These emotions do not really distinguish whether this change is
positive or negative, however they are natural.
Once you realize the emotions, it is necessary for you to identify the positives
or negatives of the change. Remember that not all change is difficult. By
understanding these emotions yourselves, you will be able to identify the
reactions and emotions of your employees, and facilitate the change process.
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Much of the research on the change process indicates that in general everyone
experiences these emotions during the various stages of change.
1.
Comfort and Control
2.
Fear, Anger, and Resistance
3.
Inquiry, Experimentation, and Discovery
4.
Learning, Acceptance, and Commitment
A Strategy for Managing Change
In order to successfully manage the change, one needs to be able to totally
understand what happened by:
•
Describing the event.
•
Identifying one’s feelings.
•
Identifying the stage of change.
Describing the event means the ability to understand the type of event that has
occurred, the feelings associated with it, and how it relates to the stages of change.
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Change Management for Leaders
Activity: Personal Change
Instructions: Write two personal examples of change. These examples can be
unexpected or anticipated, positive or negative. Answer the questions as follows:
1.
Identify a change that was easy to make. Describe the demands this change
is creating or created. What stage are, or were, you in? What feelings did
you experience?
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
2.
Identify a change that was hard to make. Describe the demands this change
is creating or created. What stage are, or were, you in? What feelings did
you experience?
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
Imposed change is usually the hardest for us to process. Imposed change is
change that is outside of our control or change that we did not choose, and
oftentimes, do not want.
Regardless of the type of change, it can be difficult. However, it is critical that
we get to the stage of learning, acceptance, and commitment. We can do this
by believing that change is normal, not abnormal, and understanding what is
happening. In doing so, our positive attitude will support positive intentions. In
the end, these positive beliefs will help us demonstrate positive behaviors.
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Notes:
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Change Management for Leaders
The Ending Stage
Introduction
“The Ending Stage” is when we:
•
Clarify What is Ending
•
Let Go of Old Assumptions
•
Actively Seek Closure
At “The Ending Stage” you are leaving the “comfort and control” and the change
has already occurred.
Before the change occurred, you may have felt that you were in control of your
work life. The environment felt orderly, you understand your role, and what was
expected of you.
This did not mean that you were totally satisfied with every aspect of your
environment; however, it was familiar and there were no real problems. Or, you
felt that your environment was positive and rewarding.
At “The Ending Stage” you have left all of these characteristics of comfort
and control. You are entering into a stage of feeling out of control, stressed, or
yearning for the past. You are probably unsure of what the future will be like.
You are no longer feeling the characteristics of comfort and control:
•
Safe
•
Everything’s fine
•
Happy
•
Satisfied
•
No problems, order
•
Positive
•
Rewarding
•
Familiar
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Clarify What is Ending
In this stage it is necessary to “Clarify What is Ending”. The better you
understand that comfort, control, familiarity, or a position of status no longer
exists, the easier it will be for you to deal with the change.
In realizing the “ending” you will experience many characteristics (emotions and
actions). As a result, you may begin to feel anxious and uncertain. This also can
cause anger and resentment because the change reduces comfort levels. The most
common reaction is for one to focus on the loss, believing that the change is a
disruption and a threat. A natural reaction to fear, anger, and loss is to resist (even
refuse) the change or deny that a change has taken place. Bargaining is often used
in an attempt to maintain comfort and control.
Sadness and a sense of loss may exist as one realizes that no amount of denial,
bargaining, or resistance will prevent the change.
It is natural to resist change and sometimes there are valid reasons to stand against
the change. It is also natural to first focus on what you might lose, but the more
quickly you focus on what you might gain, the easier the change will be.
Key Notes
The lead nurse at Eastern Medical Center, in the video, helped the nurse clarify
what was ending by…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
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Change Management for Leaders
Let Go of Old Assumptions
In “The Ending Stage” it is necessary for one to realize that what was happening
in the past will now be different or not exist at all. These beliefs ultimately
become our behavior. Therefore, it is necessary for us to realize how to be
successful when a change occurs.
•
Change is normal. (Along with stability.)
•
The change has already started. (Before you realize it.)
•
Resistance is a wake-up call.
•
Change can be positive, and beneficial.
•
Focus on what you will gain as quickly as possible.
•
Your commitment to the change will lead you to success.
The sooner one believes that success can be driven by focusing on the positive
aspects, the faster he or she will be able to move onto the next stage. “Letting
Go of Old Assumptions” will enable one to deal with the change honestly and
objectively.
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Actively Seek Closure
“Actively Seeking Closure” means that one has realized that there is no going
back to the “old way”. One must let go! Therefore, one must accept what one
cannot change. However, as a follower of the change process it is important
to realize that power exists to influence the change. Just as one can negatively
influence change, one has the power to positively influence change.
Key Notes
Recall in the video, when the guys at RAND Industries Warehouse were moving
to Dock 16. What was happening with the procedures? What happened when
Tony voiced his resistance?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Did Tony seek closure?
__________________________________________________________________
__________________________________________________________________
An important part of seeking closure means that you embrace the change and
play an important role by helping shape and influence the change with ideas
by contributing positively to the change for you, your team, and the company.
You will be able to try new things. This change will enable you to grow in the
workplace.
Once you have achieved closure with the old ways of doing things, you can move
on to “The Neutral Stage”.
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Change Management for Leaders
Exercise: The Change in the Ending Stage
Instructions: Individually, identify a change that you have experienced or that
you anticipate experiencing. Identify how to handle it and how to approach your
employees.
The Change…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
I will handle the change by…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
I will present this to my employees by…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Change Management for Leaders
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Notes:
22
Change Management for Leaders
The Neutral Stage
Introduction
“The Neutral Stage” is when we:
•
Accept Ambiguity, but don’t become paralyzed (by it)
•
Remember to Communicate (Keep channels open in all directions)
– helps problem solving
•
Be willing to experiment (acknowledge the progress of one’s own
transition) – may lead to a workable solution
At “The Neutral Stage” one is entering into the stage of “Inquiry,
Experimentation, and Discovery”.
When one is in “The Neutral Stage” he or she has decided to embrace the change
and make it work for the company and oneself. The focus is on the future, but
things are not very clear.
Key Notes
The characteristic that I most often experience in this stage is…
__________________________________________________________________
Accept Ambiguity
As we have discussed, there is a feeling of vagueness, uncertainty, and doubt as
to what we should be doing. These feelings may make one self-conscious or feel
awkward when trying to implement the change.
When going through change, it’s natural to feel ill at ease or a little self-conscious.
•
Recognize that others may feel awkward and self-conscious, too.
•
Accept discomfort as normal and temporary.
Change Management for Leaders
23
It is important that one “Accept Ambiguity” and not become paralyzed by it. It is
normal and temporary.
In The Neutral Stage, you or your team may feel overwhelmed. Oftentimes, the
change is happening too fast, or there are several changes occurring at the
same time.
At some point, and everyone is different, the change may be overwhelming!
When one begins to feel overwhelmed, it is normal to question one’s own
capability of accomplishing even one change.
When You Feel Overwhelmed…
•
Take time out to re-focus
•
Determine priorities
•
Set realistic goals
At the point in which one is taking the time to re-focus and set priorities and
goals, one can experiment. One is starting to transition into “The Ending Stage”.
However, good communication is an important part of “The Neutral Stage”.
Remember to Communicate
It is normal when one experiences something that he or she views as negative,
one oftentimes feels alone. It is important to realize that everyone else is going
through the same change.
It is also a normal human response to believe that we have to “do it” all by
ourselves. However, it is important that we keep the channels of communication
open in all directions.
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Change Management for Leaders
Key Notes
When we try to “do it” by ourselves, generally…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Communication will…
•
Eliminate the feeling of being alone.
•
Demonstrate support for the change.
•
Demonstrate support of your team.
•
Enable you to seek support from other people.
•
Help problem solving.
•
Create a more positive transition in the change process.
•
Clarify!
“Remembering to Communicate” will eliminate the ambiguity, vagueness,
and confusion. Communication will enable one to focus on the characteristics
that we discussed in the introduction, such as seeing the change as hopeful, an
opportunity, a challenge, focusing on the benefits, exciting and innovative.
Be Willing to Experiment
As we have discussed, in “The Neutral Stage” one begins to focus on the future.
As a result, one looks for ways to make the change work, by looking for answers,
creating solutions to problems, and determining what is expected. One starts
to experiment and realizes what he or she can change. This helps lead to the
realization of his or her own progress in the transition.
More positive actions are taken, uncertainty diminishes, stability increases, and
anxiety, fear, and doubts subside.
Change Management for Leaders
25
Key Notes
How did Claire and the man at Stream Software Company, in the video,
demonstrate transition in The Neutral Zone?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
In “The Neutral Stage” more positive actions are taken through communication,
experimentation, and the acceptance of ambiguity.
26
Change Management for Leaders
Activity: Handling Neutral
Instructions: In pairs, identify how to transition through the neutral zone, based
on each change that you individually identified in the previous “Exercise: The
Change in the Ending Stage”. Help each other. Record your responses.
I will accept ambiguity by…
__________________________________________________________________
__________________________________________________________________
I will communicate … to my team.
__________________________________________________________________
__________________________________________________________________
I will communicate in order to…
__________________________________________________________________
__________________________________________________________________
I will experiment by…
__________________________________________________________________
__________________________________________________________________
I will encourage my employees to transition through “The Neutral Stage”
by…
__________________________________________________________________
__________________________________________________________________
Communication, experimentation, and acceptance of ambiguity leads you to “The
Beginning Stage”.
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Notes:
28
Change Management for Leaders
The Beginning Stage
Introduction
“The Beginning Stage” is when we:
•
Create a personal Mission Statement
•
Behave as if there are no Barriers
•
Actively Solicit Support from Others
At “The Beginning Stage” one is entering into the stage of “Learning, Acceptance,
and Commitment”. One is focused and excited about the future. One is starting
to clearly see the positive outcomes of the change.
The feelings and thoughts associated with these characteristics are…
•
Now I know!
•
Energized
•
Success!
•
We made it!
•
Relief
•
Wow!
•
Self-confidence
•
Satisfied
•
Comfortable
•
What’s next?
In “The Beginning Stage” people are focused on and excited about the future.
They begin to see the positive outcomes of the change.
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29
Create a Personal Mission Statement
During this stage, one should be asking, “What do I want to achieve (with this
change)?”
Key Notes
In the video, how did the recruiter at Barlow University Admissions demonstrate
“create a personal mission statement”?
__________________________________________________________________
__________________________________________________________________
One has already committed to the change, regardless of whose idea it was.
During this stage of change there is opportunity for one to choose a strategy and
establish one’s goals. In doing so, a personal mission statement has been created.
Regardless of the change variables, one has an opportunity to create a personal
mission statement. By asking oneself what do I want to achieve, and setting goals
and strategies to achieve these goals, one is embracing the change and planning
for the future!
Behave as if there are No Barriers
Behaving as if there are no barriers requires one to:
•
Focus on the opportunities
•
Embrace new ideas
•
Embrace new ways
•
Utilize new skills
•
Create a mindset
–
Change can be accomplished successfully
–
New ideas and ways may be necessary
It can oftentimes be difficult to behave as if there are no barriers.
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Change Management for Leaders
Key Notes
Have you ever felt like you made a commitment to a change and then something
happens to get in your way?
__________________________________________________________________
Did you feel as if you needed to just stop or that you could not do it now?
__________________________________________________________________
______________________________ was in my way of making the commitment.
While it may difficult to do at times, it is necessary for one to continue to move
forward as if there is nothing in the way to our commitment to change. It can be
even more challenging to move forward with the implementation when to only
real solutions are drastic, extreme, or radical in natural.
We overcome this by…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
How did Claire at Stream Software Company, in the video, demonstrate radical
solutions to the change?
(To CS: Insert 1 line here)
__________________________________________________________________
Through acceptance and learning, two characteristics of this stage, one should be
able to create a mindset in which the change can be accomplished successfully,
and new ideas and ways may be necessary. In addition, eliminating those
potential barriers can sometimes be easier by supporting one another.
Change Management for Leaders
31
Actively Solicit Support from Others
One can gain support from others and encourage a “joining in” on a collective
future. By demonstrating resolve and confidence, one can encourage others to
join in.
People are generally more willing to “make a leap into the unknown or a
frightening” change if they can do it collectively. Change generally appears
to be easier to make the transition with others, than alone. It also, provides an
environment of support for each other, a potential reward system for progress, and
a support to help one get back on track when setbacks arise.
Key Notes
People in the video “actively sought support from others” by…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Actively gaining support from others is a matter of:
•
Working collectively
•
Demonstrating resolve and confidence, on one’s part
•
Encouraging others to “join in”
•
Making the unknown or frightening change easier – together
•
Stay on track
In “The Beginning Stage” one is taking action to move forward with the change.
One has created a mission statement by setting goals and supporting strategies.
One embraced the change and ignored any potential barriers that may have gotten
in the way, as well as encourage others to work collectively in embracing the
change.
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Change Management for Leaders
Exercise: My Mission
Instructions: Individually, and utilizing the change identified in the previous
exercise, participants will develop a mission statement, focusing on the positive,
without barriers and with support.
For Example:
Alex’s goal:
I will learn leadership skills to give my team better leadership,
and give myself a better chance for the future as changes take
place within my company.
Alex’s strategy: I will share my goals with my leader so that he or she can
provide me with the opportunities for leadership and
skills training.
Alex’s support: I will seek support from my leader and team members and ask
for feedback. I will also ask for support from my family when
taking on new opportunities.
Alex’s potential Leader needing more of Alex’s time in current job role,
barriers:
inhibiting training opportunities; Resistance, and lack of
cooperation and support from team members; time limitations
for leadership training.
Alex’s mission: Enhance leadership skills through on the job experiences and
skills training courses.
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33
My goal is…
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I will accomplish it using the following strategies…
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My support includes…
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Potential Barriers that I will overcome are…
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Therefore, my mission is…
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Change Management for Leaders
Actions, Factors &
Consequences
Factors Facilitating Change
When a change or changes occur there are many factors or issues that can help
facilitate the change.
Key Notes
Factors that would influence one to be more accepting of change include…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Change can be facilitated when there is:
•
Dissatisfaction with the current situation or status quo.
•
Shared ownership.
•
A crisis.
•
Resources for the change.
•
Open communication.
•
Clear direction & defined steps or action.
•
The potential cost or danger associated with not making
the change.
•
Addressing specific issues or concerns.
One is more willing to embrace the change when these factors exits because the
potential change’s benefit outweighs the current situation or one sees it clearly as
a positive change.
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Actions Facilitating Change
In each of the stages there are actions that one can take to make the transition
easier.
Key Notes
Characteristics that we feel before a change takes place are…
__________________________________________________________________
__________________________________________________________________
The factors we discussed in the previous section are what prompt us to seek
change.
Key Notes
Some actions that one can take to positively seek or start the transition of change
are…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
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Change Management for Leaders
Even though one is in a comfortable situation or a feeling of control, the
situation may not be ideal. Either we implement a change or someone around us
implements a change. Regardless, it is our responsibility to take positive
action by:
•
Acknowledging one’s successful past.
•
Acknowledging the need for change, the pain and the
consequences of not changing.
•
Reducing reliance on comfort, control, and complacency by
focusing on the benefits of change.
•
Seeking out information about the change . . .
customer complaints, budget data, increasing costs, competitive
pressures.
•
Giving oneself time to process the ideas.
•
Focus on the solutions . . . not the problem!
Since the change has taken place it is now necessary to identify what actions
should be taken in each stage for a successful transition!
The Ending Stage
Key Notes
Characteristics that one possesses in ‘The Ending Stage’ are…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
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In “The Ending Stage” the actions that one should take includes:
•
Get the big picture…the vision.
•
Ask, ask, ask!
•
Share concerns and stay involved in the discussion.
•
Acknowledge the emotional side of change: pain, perceived loss,
anxiety, and anger.
•
Don’t try to ignore feelings.
•
Acknowledge the potential loss, but focus on the gain.
•
Discuss ways to solve the problems with the change.
These actions will enable you, as well as your team, to successfully transition to
“The Neutral Stage”.
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Change Management for Leaders
The Neutral Stage
Key Notes
Characteristics that one possesses in “The Neutral Stage” are…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
In “The Neutral Stage” the actions that one should take to promote inquiry,
experimentation and discovery are:
•
Find and suggest own solutions.
•
Explore.
•
Challenge oneself and take risks.
•
Continue to ask questions.
•
Use personal reflection and learning.
•
Ask for training and support.
•
Set short-term goals.
These actions will enable you, as will as your team, to successfully transition to
accepting and making a commitment in “The Beginning Stage”.
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39
The Beginning Stage
Key Notes
Characteristics that one possesses in “The Beginning Stage” are…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
In “The Beginning Stage” the actions that one should take to promote learning,
acceptance, and commitment include:
•
Acknowledge hard work.
•
Seek shared ownership.
•
Seek support.
•
Be supportive of others.
•
Celebrate successes and accomplishments.
•
Acknowledge what was left behind.
•
Develop long-term goals and plans.
•
Ask for tools and training to reinforce new behaviors.
•
Prepare for the next change.
•
Resist complacency that may result from new levels of comfort
and control.
Focusing on taking action to implement and support the change will enable one
to make a smoother transition with the change and reap the benefits of what the
change has to offer.
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Change Management for Leaders
Consequences to How We Deal with Change
Regardless of how we deal with the change there are consequences for ourselves,
our team, and our company. Therefore, it is important that we understand the
consequences or impact of our actions.
We have already discussed how positive actions can facilitate the transition of
change. Now we will discuss the negative consequences in the transition of
change.
In the transition of change one can get stuck in a stage. The negative
consequences are:
If one gets stuck in Comfort and Control it can lead to complacency and
obsolescence. One gets too comfortable with the old ways and never learns
anything new. Skills become outdated.
If one gets stuck in Fear, Anger, and Resistance he or she may become hostile and
sad, leading to depression and sickness.
If one gets stuck in Inquiry, Experimentation, and Discovery, a feeling of anxiety
may develop. Spending too much energy and time looking for answers, and not
finding a solution increases the anxiety. This limits potential growth.
If one gets stuck in Learning, Acceptance, and Commitment a level of comfort
and safety develops a resistant to additional changes.
To efficiently and effectively transition through each stage, and manage the
change well, it is necessary to take the positive actions and implement the
strategies discussed.
Now that we understand the change process and how one can transition through
change, we will focus on our role as leaders and leading our team members
through change.
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41
Notes:
42
Change Management for Leaders
The Leader’s Role in the
Change Process
Introduction
As a leader it is your responsibility to lead by example and be the role model for
your team members. It is critical for you to provide positive reinforcement to all
in their transition.
It has been determined that 80% of the change process is emotional. The
technical part of change is addressed early on, through actions such as planning
and training. However, the emotional part of change is unpredictable and
sometimes hidden.
As we have discussed throughout this course, no one person responds to change
in the same way or in the same time frame. Many variables exist. However, your
ability to manage yourself and lead your employees through change is key to
your success.
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43
Introduce Change
Approach 1:
The company has just purchased a new computer system. Everyone in the
company will now be required to utilize the system for all written correspondence.
Because the go-live date is 45 days from today, everyone will be required to work
overtime starting in two weeks.
I am really not happy about this, but it must be done. I don’t have any control or
input in the decision.
Key Notes
My reaction to what was said is…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
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Change Management for Leaders
Approach 2:
Thank you for meeting with me today. I have some really exciting news. It
will be great for you, me and the company, as well. We are incorporating a
new computer system that we will all be able to use. The system will enable us
to eliminate the mounds of paper that we process in the office, which will cut
costs, and increase our dividends. The implementation will take place in the 45
days. In order for us to have a successful and smooth implementation, we are all
being asked to work some overtime. Of course you will be compensated for the
overtime. This is a wonderful opportunity that will enable you to make a little
more money right now, but also increase your dividends and improve your work
environment. At the end of this meeting, I will contact you all individually to
discuss schedules for the overtime and implementation. Thank you in advance for
your support.
Key Notes
My reaction to what was said is…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
The approach that will be most successful is…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
What contributed to the leader’s success?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
It is not uncommon for one to overreact when change is introduced. Most
consider “what is in it for me (WIIFM)”. Notice how Approach – 2 appeared to
be a better change because the WIIFM was introduced.
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45
Most of you have probably experienced similar changes in the workplace. While
you may not be able to do anything about the change, how you approach it
directly affects how our employees approach and see change.
How the change is presented to us and how we “react” to change greatly affects
our acceptance of change.
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Change Management for Leaders
Activity: Bubble Gum
Instructions: Refer to the following questions:
1.
What is the ratio of talking versus listening time of the supporter?
_____________________________________________________________
2.
What kind of information did the supporter get from the non-supporter?
_____________________________________________________________
3.
What strategies did the supporter use to convince the non-supporter to be
receptive to chewing gum (changing)?
_____________________________________________________________
4.
Did the supporter do anything to demonstrate a smoother transition to chew
gum (accept the change)?
_____________________________________________________________
Other strategies that the supporter could have used are…
__________________________________________________________________
__________________________________________________________________
While we understand the change process for ourselves, it is important as leaders
to be able to use the strategies that will help us successfully transition our
employees and team members through the change process.
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My Role
As leaders, we find ourselves in a double role. First, we have to deal with change
on our own level. At the same, time we have to be an advocate for the change, in
the eyes of our employees.
Most often, the “change” is not a decision, you the leader has made, however it is
your responsibility to implement.
Most decisions are made by upper management and therefore, we believe that
they are out of our control. However, as just stated, the implementation is
your responsibility. Therefore, the successful transition is dependent on you
successfully leading your team.
Leaders are really co-learners. As leaders we learn along with our employees.
Our employees are our followers. However, we cannot dismiss them as having
little power. As we know, from experience, they have power.
As a leader it is critical that you lead this power in a positive direction toward the
change. Realize that:
•
Your actions, behaviors, and communication directly impact a
successful transition and implementation of the change.
•
To be effective, a leader must be able to manage oneself along with
leading the team through the transition.
We just witnessed this in the previous “Activity: Bubble Gum”.
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Change Management for Leaders
Key Notes
I can be a role model to my team members when there is a change in the company
by…and be supportive of the change by…
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__________________________________________________________________
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As a leader, one should:
•
Focus on the Positive.
•
Treat team members as intelligent partners who…
Can handle the truth.
Have ideas to share.
Are important in influencing and implementing the change.
One can:
Focus on the Positive by:
•
Being Patient – allow enough time. Everyone goes through these
stages at a different rate.
•
Providing support for the change.
•
Providing support to your team members in the change process.
•
Providing resources for change.
•
Setting a clear direction.
•
Defining steps or action.
•
Providing a positive outlook.
•
Demonstrating willingness to make the change buy-in.
•
Focusing on the benefits associated with the change.
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49
As a leader, treat team members as intelligent partners who… can handle the
truth by:
•
Providing an environment of open communication.
•
Demonstrating consistency of change with objectives, goals, plan
and vision of the company.
•
Tying change in with objectives, goals, plan and vision of team.
You can treat team members as intelligent partners who…have ideas to share and
are important in influencing and implementing the change.
Key Notes
I can demonstrate that I see my team members as intelligent partners who have
ideas to share AND are important in influencing and implementing the change
by…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
In the “Activity: Bubble Gum”, why was it important for the supporter to get
information from the non-supporter?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Regardless of the magnitude of the change, a leader needs to be able to
demonstrate listening. Listening is critical to understanding where an employee
is in the change process and the feelings associated with the change. Without the
knowledge, gained through listening, a leader cannot successfully lead the change.
As leaders we need to be able to deal with change on our own level, as well as
being an advocate for the change and supportive of our employees.
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Change Management for Leaders
Leading the Team through Change
Key Notes
The stages of the change process are…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Just as we have identified the stages of change as they relate to us as leaders, we
need to be able to identify these stages (ending, neutral, beginning) of change in
our team members.
As we have discovered, we all respond to change differently and at different rates.
By listening to how others respond we are able to understand the time, stage and
feelings of another in the change process.
By using listening skills, along with defining a team member’s response to
change and the underlying determinants of the response, a leader can facilitate the
transition to success!
The Ending Stage
When one introduces the change it is necessary as a leader to:
•
Describe the change – be specific.
•
Be supportive to the change – lack of support or contradiction can
be confusing and send mixed signals to employees, causing them
to remain status quo.
•
Be committed to the change, regardless of whether you are in
agreement or not.
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51
Once the change has been introduced, in “The Ending Stage” it in necessary to be
able to “clarify” the team member’s:
•
Perceived loss.
•
Real wants.
As a leader you can “clarify” by:
•
•
•
Actively Listening.
–
Separate your own immediate interests and the goals of
the company.
–
Acknowledge losses openly and empathetically.
Providing feedback.
–
Summarize to the employee’s satisfaction, what he or she said
and meant.
–
The leader is most likely the best person to resolve a point of
resistance to change. Directly address the causes of
the resistance.
–
Treat the past with Respect – don’t devalue the person’s work
history; Be respectful of the past; Explain how the skills can be
reapplied to the changes, as appropriate.
Identify the beliefs and attitudes of your team members.
–
Accept the Fact of Subjective Losses – be understanding that
people experience loss differently.
Facilitating questions can help you gain the information, such as:
“What do you feel you lost?”
“What would you like to gain?”
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Change Management for Leaders
The Neutral Stage
In “The Neutral Stage” it in necessary to be able to “share” with the team
member:
•
What he or she has to gain.
•
The purpose of the change.
At this point you are shifting the focus to you communicating to your employee
or team member. Be clear that you heard and listened to his or her losses and
gains, and now it is your turn to share. This is the time that you engage the team
member to actively listen by:
•
Linking what he or she has to gain to what he or she said.
– Help employees realize the success associated with the change:
tangible or symbol of the success.
–
•
•
•
Linking what the employee said to the purpose of the change.
–
Clearly communicate.
–
Demonstrate that you were actively listening.
Expand on the benefits and appropriateness of the changes.
–
Be clear in your direction.
–
Provide logical business reasons and the background for the
change, such as a business plan if possible.
–
Enforce expectations to maintain level of performance.
Check for understanding and buy-in by asking for feedback.
–
Change Management for Leaders
Compensate for Losses – where can you reapply the skill.
If possible, include employees to gain greater “buy-in” in the
plan for change.
53
Facilitating questions that can help gain feedback are:
“What personal benefits do you see for yourself?”
“After speaking with each other, what do you see as the purpose of this change?”
By sharing with your team members, you are able to share the purpose of the
change, and the benefits you see for your team. By doing this, you are also
exhibiting the skills of a strong and positive leader that we discussed earlier.
The Beginning Stage
In “The Beginning Stage” you, the leader, need to encourage the team member
to “commit” to the change. Just as we discussed your commitment and the
importance of transitioning through the stages of change, it is necessary that:
•
Your team members be willing to act as a positive influence to
successfully change.
–
•
Be confident in implementing the change.
A monitoring system be implemented for ongoing feedback.
–
Focus on the future.
–
Provide the plan or roadmap for the change process.
– Utilize feedback techniques.
■
Demonstrates your commitment to follow-up.
■
Be patient, listen, communicate, and encourage.
■
Provide ongoing follow-up to ensure continued employee
success to the change process.
■
Reduces mistakes – documentation and feedback enable all
to learn from the mistakes.
It is also necessary, just as you made a plan for yourself, that you help your team
members focus on the future by making a plan that supports the change.
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Change Management for Leaders
Mistakes or problems will occur. However, these can be used as learning
experiences and are opportunities for feedback. Ensure that the proper procedures
and documentation are implemented, and that you follow through.
Key Notes
In the video, the leader of RAND Industries Warehouse determined the
commitment of her employees by…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Open-ended and future-oriented questions that can help you establish your
employee’s commitment include:
“How can I support you in this change?”
“What is your plan for this change?”
“What steps are you planning to take to commit to this change?”
“Would you like to meet weekly or every two weeks to review our change
transition progress?”
“What steps can we take to meet this deadline?”
The commitment of your team members demonstrates action of moving forward.
The commitment will drive the success of you and your team. The beliefs and
attitudes of each person drive the behavior and his or her commitment. It is
critical that as a leader, you clearly understand the beliefs and attitudes of your
team members. You will be able do this by clarifying, sharing, and gaining
commitment of your team members.
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55
Activity: Leading the Change
Instructions: In your group, utilize the “job aid”, and identify and record
responses to the following based on the scenario.
The scenario is as follows:
The company’s current “clock in” system consists of time cards and clocking
in with time cards when arriving and departing for each day, lunch, and break.
You have just received a memo stating that at the beginning of next month the
company will no longer utilize this “clock-in” system. Next week, you will
attend a meeting regarding the changes. After your meeting, the company will
start issuing electronic cards for each employee. These cards are to be used as
identification cards, security cards, as well as time cards. Upon entering the
employee’s building or work area (depending on the employee’s job description)
the employee will scan the card. This card scanning system will replace the
current “clock in” system.
56
•
Reasons why employees will resist this change
_________________________________________________________
_________________________________________________________
_________________________________________________________
•
Categorize the reasons as either rational (expensive, loss of cards, etc.)
or emotional
_________________________________________________________
_________________________________________________________
_________________________________________________________
•
Ways that this new system will improve employee and company
effectiveness
_________________________________________________________
_________________________________________________________
_________________________________________________________
Change Management for Leaders
•
Why leaders themselves should embrace this system
_________________________________________________________
_________________________________________________________
_________________________________________________________
•
Why your employees should embrace this system
_________________________________________________________
_________________________________________________________
_________________________________________________________
•
How you, as a leader, plan to positively introduce this system to your
employees
_________________________________________________________
_________________________________________________________
_________________________________________________________
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Notes:
58
Change Management for Leaders
Helping the Leader Lead
Job Aid
The changing environment is… (Briefly describe)
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
My concerns are…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
I see the results of this change (as, to be, etc.)…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
My team member’s (name) (potential) concerns are…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
My team member’s (name) (potential) reactions are…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
My team member (name) is exhibiting ….(kind of problems) with the change.
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
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My team member (name) would complete as follows:
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
I feel I have lost….
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
I would like to gain…
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
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Change Management for Leaders
In Closing
Now that you have completed the Change Management for Leaders course, you
are able to:
•
Discuss the causes and effects of change in corporate U.S.
America.
•
Identify the reasons both leaders and employees resist change.
•
Distinguish the difference between change and transition.
•
Relate the three stages of change.
•
Describe and utilize the techniques to manage change more
effectively and positively.
•
Identify the consequences associated with how we deal with
change.
In summary:
 Change is normal, along with stability.
 The change has already started, before you realize it.
 Focus on what you will gain as quickly as possible.
 Change moves in cycles.
 Commitment to the change will lead you to success!
Effectively managing change is a necessary asset to your success as a leader in
both your professional and personal lives. We have identified that one thing in
life that is “constant is change”. We have no choice. However, we do have a
choice about how we respond to change. We all need to grow through change, or
become stagnate. Growth is a productive and preferred response to change!
“Before you change your thinking, you have to change what goes into your
mind.” (Zig Ziglar’s Little Book of Big Quotes)
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Notes:
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Change Management for Leaders
References
Dictionary.com
Jaffe, Dennis, & Scott, Cynthia, D. ( 2004 ). Managing Change at Work:
Leading People Through Organizational Transitions. (Third Edition). Canada:
Thomson Crisp Learning.
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