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LEADERSHIP GUIDE
2011
TABLE OF CONTENTS
INTRODUCTION __________________________________________________________________ 4
WHAT IS CHANGE MANAGEMENT? _______________________________________________________ 4
CHANGE STARTS WITH A VISION ________________________________________________________ 5
Characteristics of an Effective Vision: _________________________________________________ 5
What about a Strategy? _____________________________________________________________ 6
COMMUNICATION STRATEGY______________________________________________________ 15
1.
2.
3.
4.
By definition, progress means change. This is not always comfortable. It may challenge our
assumptions, and the way we are used to doing and seeing things. It asks us to have faith in
the larger picture, the eventual results, and each other. We need energy to deal with it, and
perspective, and sometimes just a sense of humour.
Sheldon Levy, Presidents Newsletter to the Ryerson Community, Spring 2007
INTRODUCTION
The purpose of this guide is to provide you with a framework of the concepts and theories of
change management and tips/tools on how you can lead a successful and rewarding
organizational change initiative. The guide focuses on two streams; the process or change
model, and the transition or emotional impact when embarking on a change effort.
As leaders of change you have a critical role to play in ensuring that the change effort is
successful. At Ryerson, the Human Resources Department can provide guidance and support
to you and your team in understanding the change process. Our Organizational & Employee
Effectiveness (OEE) unit can provide the diagnostics tools, programs, consultation and advice
that youll need.
For more information about our programs, tools and resources, please contact us at 416-9795000 ext 6248.
Change Management:
As a Systematic Process
Change management is the formal process for organizational change, including a
systematic approach and application of knowledge. Change management means
defining and adopting corporate strategies, structures, procedures, and technologies to
deal with change stemming from internal and external conditions.
-Society for Human Resources Management, 2007 Change Management Survey Report
4
As a Competitive Tactic
Change management is the continuous process of aligning an organization with its
marketplaceand doing so more responsively and effectively than competitors.
-Lisa M. Kudray and Brian H. Kleiner, Global Trends in Managing Change, Industrial
Management, May 1997
Definition:
A vision statement tells you where you are going. It paints a compelling work of a desired future
state. It can make anyone who reads it, hears it or lives it want to support, work for, give to, or
in some other way be part of your organization.
-Christina Drouin, White paper on Visioning for the Centre for Strategic Planning
Current
Vision
Strategic Plan
0%
40%
Employee resistance
76%
Communication
breakdown
72%
Insufficient time
devoted to training
Staff turnover during
transition
Costs exceeded
budget
80%
44%
36%
32%
Communication
breakdown
Staff turnover
Leaders Role
Consequences
New strategies arent implemented well
Reengineering takes too long
Quality programs dont deliver hoped-for results
7
The Change Agent is the person or group that assists the department/faculty to implement the
proposed change i.e., Human Resources. Their role is to advise and guide the Champion and
Sponsor throughout the change initiative and:
Focus on assisting, advising and coaching the Sponsor and Champion in the change
effort.
May act in a number of roles data gatherer, educator, advisor, facilitator or coach.
Has no direct-line authority to or over the Sponsor or Stakeholders.
Act as subject-matter-experts in the change management process.
Stakeholders are those employees who will be impacted by the change. It is critical that they
are involved in the process and understand how the change initiative will impact their current
state.
WHERE TO START?
Before embarking on a change initiative, spend some time answering the questions below to
assess how you feel about the change. Consider the following questions to help you gauge
your preparedness for the initiativev:
Based on the questions above, do you generally have a positive or negative opinion of the
change? As leaders, your opinion of the change will have an impact on your efforts to support
and guide your team. Therefore it is critical that you understand and support the need for
change.
Did you know that managers who communicate change effectively can improve their direct
reports performance by as much as 29.2% (Corporate Leadership Council, 2009).
Click here to understand the change commitment process.
10
Common Pitfalls
Underestimating
the difficulty of
driving people
from their
comfort zones.
Becoming
paralyzed by
risks.
Tip: Begin with the end in mind - Steven Coveys Seven Habits of Highly Effective People.
Desired New Behaviour: People start telling each other, "Let's go, we need to change
things!"
Common Pitfalls
No prior
experience in
teamwork at the
top.
Delegating team
leadership to HR
rather than a
senior line
manager.
Tip: Draft a large, diverse team made up of individuals at all levels and with different skills.
Desired New Behaviour: A group powerful enough to guide a big change is formed and they
start to work together well.
11
Common Pitfalls
Presenting a
vision thats too
complicated or
vague to be
communicated in
five minutes.
Tip: Position the change around a compelling picture of the desired future state i.e.,
Ryersons Master Plan.
Desired New Behaviour: The guiding team develops the right vision and strategy for the
change effort.
Developing a
communications
strategy.
Keeping communication
simple and heartfelt.
Speaking to anxieties,
confusion, anger, and
distrust.
Common Pitfalls
Behaving in
ways contrary to
the vision.
Tip: Create tools that help people tailor information to their specific needs rather than
forcing more generic memos and reports into over-stuffed email and in-boxes
Desired New Behaviour: People begin to buy into the change, and this shows in their
behaviour
12
Common Pitfalls
Failing to
address
powerful
individuals who
resist the
change effort.
Common Pitfalls
13
Common Pitfalls
Declaring victory
too soon with
the first
performance
improvement.
Tip: Replace a time-consuming and painstakingly detailed monthly activity report with a onepage summary that highlights only major milestones and key information.
Desired New Behaviour: People remain energized and motivated to push change forward
until the vision is fulfilled
Common Pitfalls
Tip: When introducing new hires to the organization, use videos that contain heartfelt
messages from clients whose lives the department has impacted.
Desired New Behaviour: New and winning behaviour continues despite the pull of tradition,
turnover of change leaders, etc.
14
COMMUNICATION STRATEGY
The importance of developing a well thought out communications strategy is often overlooked
when embarking on a change initiative. Effective communication during a change effort will
serve to provide employees with timely and accurate information, which can positively influence
whether the organization can maintain employee productivity and morale and overcome
resistance to change. The following five areas outline questions and key information for you to
consider when building and delivering a communications strategy designed to inform and guide
employees through a change event:
1.
2.
3.
4.
5.
1.
Building a Strategy
Involving Key Stakeholders in Communications Efforts
Determining Message Content
Identifying Most Effective Communications Channels
Ensuring Follow Up
Building a Strategy
Have you and your change team created a communications strategy that considers the
questions outlined below?
a. What do we need to accomplish?
What is the current state?
What is the desired state?
b. What do we need to communicate?
Who relays which messages?
With whom do we need to communicate?
c.
d.
e.
f.
15
2.
Have you considered all key stakeholders impacted by the change effort?
Do all areas (executives, HR, and managers) collaborate to communicate a consistent
message?
Has HR provided managers with tools and training to adequately prepare them to support all
communications?
To assist in ensuring that the change effort is communicated to the employees in a timely
and effective manner, a communications strategy is critical. The following links will help
you:
o Template for Building a Communications Strategy
o Checklist for Communicating Change
o Additional Communication Tips
3.
Do communications detail the rationale behind the change? Do the messages achieve the
following:
Give reasons for the change and explain the benefit?
Ask for staffs help in making the change work effectively?
Show support for the change (i.e., help others accept the change)?
Does the communications strategy effectively relay how the change will affect employees and
the business in the short and long term? Does the strategy meet the following:
Provide as many details as possible?
Supply realistic detail of both the positives and negatives of the change?
Let employees know that the organization understands the range of emotions associated
with the change?
CORPORATE LEADERSHIP COUNCIL PAGE 2
4.
Have you and your change team determined how to clearly communicate what is expected of
employees and resources available to them? Have you considered the most effective channels
of communication that consider the following questions outlined below:
Does the organization have an infrastructure in place in order to provide timely, honest
communication with employees?
Does the strategy include a timeline detailing when critical messages should go out?
Has the organization determined the appropriate communication channel mix to reach
diverse, dispersed employee groups?
Does the communications strategy ensure that important messages are repeated
through a variety of communication vehicles to ensure that employees receive the
message?
16
Channel
Mass
Email
communication
Intranet
Memos
Newsletters
Face-to-face
Meetings
communication
Information
sessions
Round table
discussions
5.
Advantages
Disadvantages
Cost effective
Efficiently
communicates routine
change
Allows organization to
reach a large audience
quickly and consistently
Impersonal
Employees may not read
mass communication
Does not easily facilitate
an environment in which
recipients can ask
questions or supply
feedback
Time consuming
Ineffective for reaching
employees in dispersed
workforces
Executives presence may
discourage employees
from openly voicing
concerns
Inappropriately timed and
too detailed information
can cause confusion
Enables leaders to
reinforce importance of
the change initiative
Allows employees to
ask immediate
questions and provide
feedback
Enables employees to
receive information from
leaders, whom they are
more likely to trust
Ensuring Follow-Up
Once you have implemented your communication strategy, it is critical that you monitor its
impact on an on-going basis. Questions you might consider asking to gauge the effectiveness
of the strategy might include:
Is the department or faculty prepared to engage employees by doing the following:
Asking questions?
Listening to employee concerns?
Acknowledging each contribution and highlighting advantages and disadvantages of
various suggestions?
Does the department or faculty consider the following:
Plan to assess employees reactions to change (via surveys, focus groups, etc.)?
Continually monitor key metrics related to communications objectives and make
necessary adjustments as employees react to different messages?
Proactively and reactively adjust the communications strategy based on employee
responses?
Express appreciation for employees assistance and cooperation in implementing the
change?
17
Time
As a leader of change your role will be to support and encourage your staff throughout each
phase. It is important to recognize that transition is not linear and therefore, those that are
impacted sometimes find themselves moving back and forth between the phases. Given this
possibility, you will need to expect and anticipate that people will go through the transition
process at different speeds and in different ways. Your skills in communication, listening and
coaching will be pivotal in identifying how to support your staff, both as individuals and as a
group, so they can move through the phases as quickly and effectively as possible.
18
Sense of shock
Fear
Resentment
Apathy
Loss
Behaviours to watch for:
Asking questions
Challenging
Complaining
Failing to see any positive
outcomes
Trouble sleeping
Withdrawal
Blame
Anxiety
Confusion
Decreased motivation (which can
result in lack of productivity)
Some hope
Behaviours to watch for:
Adjustment
Bargaining
Willingness to get involved
so unorganized
Here we go again!
19
New energy
New identity
Sense of purpose.
Behaviours to watch for:
Rebuilding
Cooperation
Clear focus and planning
Strategies
Click here to view a checklist to ensure you effectively address employees emotional
reactions to change.
20
Ryersons Human
Resources
Department has
certified trainers that
can deliver the
Personality
Dimensions
workshop.
It is strongly
recommended that
you conduct this
workshop prior to
embarking on a
change effort.
21
ADDITIONAL RESOURCES
Books:
Leading Change, John P. Kotter
(1996)
Organizations Transitions
Managing Complex Change, Richard
Beckhard (1987)
Articles:
John, P. Kotter, Why Transformation Efforts Fail, Harvard Business Review, March-April 1995
Jacobs, Robert, Five Questions to ask in Measuring Change Effort Success http://www.windsofchangegroup.com/measuring-change-effort-success
Websites:
To assist in determining your progress against Kotters eight (8) steps, visit the Heart of
Change website to take the on-line tool at http://theheartofchange.com/.
CONTACT INFORMATION
Human Resources Department
Organizational and Employee Effectiveness
416-979-5075
22
Why
Area
Expectations
Purpose
What
Goals
Scope
Timeline
Success Indicators
What
Roles and
Responsibilities
Guiding Principles
Norms
Operating Principles
23
Suggestion
1) The team is unclear about the specific timelines for the change, including the official merger
date and suggests company-wide Webinar with additional communications about the timeline.
Yes
Next Steps
Review provided timelines with
team; Suggest to central change
team a Webinar to provide
updated timelines
Owner
Team lead;
John Q. to
contact central
change team
2)
3)
24
Target Audience:
Stakeholders:
Communication Channels:
Communication Channel(s)
Frequency
What do we need to
communicate?
What is it that is changing?
What is the elevator pitch?
What is the one take-away?
25
COMMUNICATIONS TIPSx:
1. Only communicate what has been authorized. This will ensure consistency across the
organization.
2. Communicate the business rationale for the change and the events leading up to it.
Clarify the vision and specific change plans.
3. Explain the benefits of the change to the broader department or faculty and the
individuals on your team.
4. Update your team regularly on the progress of the change.
5. Acknowledge the negatives of the change.
6. Provide as much detail as possible to minimize rumors.
7. Acknowledge when you do not have the answers. Do not guess.
8. Emphasize that change will happen.
concerns?
Has the organization determined how to clearly communicate what is expected of employees and resources
conversations?
Am I reaching my audience via numerous channels?
Response
Employee Reaction
Individual believes that the problem will
correct itself
Denial
Bargaining
Depression
Acceptance
Inform
ContactEmployees first learn about the
change
AwarenessEmployees realize that
change will take place
UnderstandingEmployees demonstrate
comprehension of the nature of the change
and what is expected of them
Educate
Positive PerceptionEmployees
develop a positive attitude toward the
change
AdoptionEmployees understand the
value and impact of the change
Commit
InstitutionalizationThe change is
formally adopted into routine operations
InternalizationEmployees are highly
committed to the change because it
aligns with their personal interests, goals,
etc
Inform
Educate
Commit
Key Manager Actions
Continue to provide a series of specific
next steps and follow-up frequently
Continue to reinforce positive actions the
individual can take
Provide recognition for his/her efforts
Use committed employees as a coaches or
mentors for others
CLC4389109PRO
REFERENCES:
i
Kotter, John P. Developing a Vision and Strategy. Leading Change (1996). 72. Library of Congress
Cataloging-In-Publication Data. Web. Feb 1. 2011.
ii
Extracted from the Corporate Executive Board, Human Resources Learning and Development
Roundtable.
Cited Sources:
Society for Human Resource Management. www.shrm.org. (n.d.) Web. 1 April 2007.
iii
Extracted and adapted from the Corporate Executive Board, Human Resources Learning and
Development Roundtable.
Cited Sources:
Change Management Model of Roles and Responsibilities. (2007): Corporate Executive Board.
Web. Feb 1. 2011.
iv
Kotter, John P. Transforming Organizations: Why Firms Fail. Leading Change (1996). 16. Library of
Congress Cataloging-In-Publication Data. Web. Feb 1. 2011.
Kotter, John P. Leading Change. Boston: Harvard Business School Press,1996. Library of
Congress Cataloging-In-Publication Data. Web. Feb 1. 2011.
Kotter, John P. and Cohen, Dan S. The Heart of Change. Boston: Harvard Business School
Press, 2002. Library of Congress Cataloging-In-Publication Data. Web. Feb 1. 2011.
Kotter, John P. Why Transformation Efforts Fail Harvard Business Review, (March-April 1995):
59. Harvard Business School Publishing Corporation. Web. 1 Feb. 2011.
The Heart of Change. www.theheartofchange.com. (n.d.). Web. 1 February 2011.
vii
Extracted from Process and Tactics for Communicating Change: A Three-Pronged Approach to
Managing Change during Difficult Business Climates (2007): Corporate Executive Board. Web. Feb
1.2011.
viii
Extracted from Managing Corporate Cultural Change (2008): Corporate Executive Board. Web. Feb
1. 2011.
ix
Extracted from Managers Toolkit for Managing Change (2008): Corporate Executive Board. Web. Feb
1. 2011.
x
Extracted from Managers Toolkit for Managing Change (2008): Corporate Executive Board. Web. Feb
1. 2011.
xi
Extracted from Managers Checklist for Communicating Change (2008) Corporate Leadership Council
research. Web. Feb 1. 2011.
xii
Extracted from Building Employee Commitment to Change (2009) Corporate Leadership Council, HR
Practice. Web May 1. 2011.
xiii
Extracted from Building Employee Commitment to Change (2009) Corporate Leadership Council, HR
Practice. Web May 1. 2011.