Friday, 31 October 2014

Using 5W Questions to Navigate Any Situation

Last night, my brother, Steve, and I took my dad to the hospital emergency ward. At 91 years old he had fallen. 

Our dad seemed okay after the fall although his left eye and the top of his head were red and swollen. Nurses at his seniors' residence were monitoring him throughout the week and noticed his abrasions were getting worse. An appointment with the doctor prompted the precautionary visit to the hospital.


It took a couple of hours for my dad to be admitted and we spent the next six hours watching as he progressed through a series of tests. 

The '5W questions'—Who, What, When, Why, Whereare primary tools of journalists, researches and problem solvers. They are the first to be asked and create an overall picture of a topic or situation.

The 5W's are excellent change management questions too. Each question requires factual answers and cannot be answered with a "yes" or "no". They help to gain perspective, develop hypotheses and support decision making on how to move forward.

Here are the questions we asked (and ones we wished we had):


The tests are ongoing, far longer than we thought. More questions are required. This time, I will write them down in advance so there are none in the 'should have asked' column.

Phil

Friday, 24 October 2014

What triggers your performance mindset?

Last week, I ran a half marathon. I wasn't in the best shape given I was battling a cold and had missed a couple of training runs. As I approached the starting line, I didn't feel like this was my day to break any records. 

A fun part of runs is reading the humorous posters that people display along the course. Even the most popular phrases―"Chuck Norris Never Ran a Marathon", "Worst Parade Ever"--continue to inspire smiles. 

There is one sign that I look out for at every race: "Touch Here for Power". I always take the opportunity to veer off the path to hit the star-burst on the poster to receive my motivational power charge. 

I used to do it because it was fun. Now I do it because it has become a trigger for my performance mindset. Immediately after I hit the target my mind focuses, I take stalk of my physical condition and what I need to do to maximize my speed. 

Within seconds I have formed a game plan. I may decide to rehydrate at the next water station, eat a snack, change my stride, run faster or slower. I am confident that I am improving my performance regardless of the action. 

I also have tricked my mind into believing that I am getting energy from the sign. It gives me a psychological edge when battling pain, exhaustion and ever-depleting resources. Performance is a mental and physical pursuit.

The same phenomenon holds true in business. Before I give a presentation, I call on my triggers to focus my mind, survey my environment and maximize my performance.

Here are the triggers I have developed:
  • Introduce myself to everyone in the room―for large groups, meet everyone sitting at the front three tables
  • Angle my body so that it is squarely facing my audience
  • Control my breathing―breathe in, hold my breath and exhale for three seconds 
  • Smile
  • Begin with an open-palmed welcoming gesture
  • Share a story that either relates to the audience or my topic

Two kilometres before the finish line I saw another "Touch here for power" sign. Again, I veered over and hit the star-burst, triggering my performance mindset. 

Although my legs were starting to cramp, I sped up at the end to pass a few runners. 

It felt like a good race but nothing spectacular. When I got home I was surprised to learn that I had achieved a personal best time, 1:13 faster than my fastest half marathon.

I will continue hitting power signs and activating my business-related triggers. Having a performance mindset helps me to be my best.

Phil

Friday, 17 October 2014

8 Tips on How to Roll Out a New Process

Lately, I have been helping organizations roll out new global processes. They require people in different geographies and functions to work differently than they do now so that they can work similarly in the future.

This requires people to take on new ways of thinking, tasks, skills, behaviours, relationships, and sometimes systems.

Many years ago when I led my first global process project, I assumed that people would be as excited to operate consistently across the globe. After all, they would speak the same business language, do the same things, easily share best practices and become more efficient. What's not to like?

What I quickly realized is that there are many reasons why a business area would not want to adopt a global process. The more common ones are:

  • Not customized to the needs of the business area
  • Unproven locally
  • Unknown
  • Confusing
  • Being forced upon them
  • More costly
  • Longer to execute
  • Someone else's success
  • Created by unknowns
  • A disruptor of the current success formula
  • Hard and looks like work 
  • Similar to something that was mandated in the past that failed 


I realized that rolling out global processes happens incrementally over time. People must understand how it can help them before they become interested in learning what it is and how to do it well. 

Teams also need to discuss how it can work for them and be able to make modifications that make it more effective without compromising important areas of commonality. This is when they fully support the new approach and call it their own.

Not providing time and space to reflect on the process and how it can fit with other practices leads to avoidance, bare minimum adoption, outright abandonment and, at worse, sabotage. 

Here are some tips to enable people to take on new processes:

  • Explain the 'why' before speaking about the 'how'
  • Back up the benefits with hard facts. If you don't have any then realize that the process will be viewed as an untested hypothesis
  • Define the principles and components that need to be the same across the business; everything else is negotiable
  • Realize that people are emotionally attached to the current ways they do things, which can be sources of pride, expertise and accomplishment 
  • Invite teams to make the change better. Assuming that you have a perfect solution is naive, creates a source of resistance and negates opportunities for co-creation
  • Focus your efforts on making a pilot business area successful. Peer testimonials hold the most credibility and value
  • Build in time for absorption of new ways of operating—thinking, actions and behaviours 
  • Recognize and reward the business areas that adopt the process first. This is the best way to create demand for new things and replicate successful transition paths
Rolling out new processes takes awareness building, interest, knowledge, skill and practice. Most of all, it takes people who take on new ways of working that they have co-created, ones who say, "We did this."

Phil

Friday, 10 October 2014

10 Tips for Forming New Teams During Change

When riding on the subway this week, I noticed that the guy beside me had placed his bag on the seat between us. How rude to take an extra seat.

I scanned the subway car and saw other people doing the same thing. There were also people who held their bags on their laps not imposing on prime sitting real estate. 

Why were some people taking extra space and others not? Were some rude and others considerate, or were some just unaware of the impact of their actions? 

It is easy to judge people you don't know. This is what happens when new teams form during change. New relationships are formed between people who have different expectations and do things differently. Some team members attribute these differences as premeditated disparities while others see them as natural diversity.

The first approach assumes negative intent while the second assumes neutrality. One interpretation leads to division and entrenchment while the other leads to discussion and inquiry. 

Here are some tips to avoid misunderstandings and negative perceptions:
  • Immediately schedule a meeting for people to connect
  • Ask people to share their backgrounds including roles, accomplishments and aspirations—people forget
  • Acknowledge that it is normal for people to do things differently given their different leaders and experiences
  • Align people around a common purpose or goal
  • Do something social. New and fun experiences leads to shared memories and fresh bonds
  • Ask team members to create rules of engagement based on their values and definitions of high performing teams
  • Insist on team members who are located in the same city to sit together
  • Use video conference technology to engage remote team members—conference calls are not good enough
  • Celebrate early successes as team accomplishments
  • Hold frequent team meetings to align on goals, share information and manage any challenges
Change management is about helping people move from where they are to where they need to be with minimal disruption. Managing early team dynamics is essential for minimizing misunderstandings and tensions that get in the way of this transition and better performance.

The guy beside me on the subway stood up to give his seat to a senior citizen who got on our car. Maybe he wasn't so rude after all.

Phil

Friday, 3 October 2014

7 Ways to Manage Expectations During Change

Last Friday night, my back seat passenger window refused to go up. When I investigated, I could hear the motor mechanism clicking, but the window didn't move. It was probably jammed, I thought.

The next day, I went to my car dealership and was able to get a technician to take a look without an appointmentthings were looking up. He said it was probably a faulty cable. It would cost $500 to repair and take about two hours install the new part.

"$500!" I exclaimed, with a look of horror on my face. "Couldn't it be something else?" I pleaded. 

"I hope it's not the motor" he said. Motors must be more expensive than cables, I thought.

My car repair experience is similar to most activities in life: we evaluate how well things are going based on our expectations. Often these predictions are not based on fact but rather wishful thinking.

Organizational change operates in the same way; exceptional performance can be perceived as sub-standard results when compared to unrealistic expectations. "I was expecting X," is a common comment from leaders whose perceptions are higher than reality.

Here are six ways to manage this bias when managing a change project:
  • Build awareness up front that the project plan (or outcomes) will need to be adjusted if conditions change or the agreed level of support is not provided—not doing so leads to impressions of mismanagement or failure
  • Brief leaders and their teams on changes (and how they will impact them) as they occur—delaying communication only make gaps appear worse
  • Compare progress with similar change projects—either internal or external—facts and data are the best defense against guesses
  • Build in room for variances in your plan—provide timing ranges when specific dates are unknown (e.g., week of September 29)
  • Identify contingencies you can activate quickly if your original plan is no longer possible—minimize the gap
  • Stay connected with stakeholders, especially those managing the business, to proactively test and adjust assumptions
  • Remind people that it is normal for a change plan to be updating—people often forget
Setting realistic expectations is critical to the success of any change project. Without them, some people are going to be disappointed regardless of the benefits of the outcome.

My window repair cost $479.25 and took one and a half hours to complete—slightly better than my informed expectations. The dealership washed my car too, which was a bonus. As I opened and closed my now working car window, I felt lucky.

Phil

Friday, 26 September 2014

How to Energize People in a Round Table Discussion

I have been preparing to facilitate some round table discussions at a Leadership forum next Tuesday. 

Participants rotate through twenty-minute discussions with three different knowledge specialists. It's like speed dating for executive learning.

I have facilitated similar sessions and they are fun, loud and shorter than you would like. Staying focused in a carnival environment is a key success factor.

The forum is branded "Recharge" and this session is guaranteed to deliver. My topic is Leading Through Ambiguity and Change. I want to over-deliver on the experience. What can I do to super-charge the Recharge?

As a facilitator, you have many ways to set the mood. Your tone, body language and energy level directly effect people's thinking, feelings and behaviour.

Here are the approaches I will be taking to ignite my groups:

  • Set energized expectations with my welcome
  • Demonstrate open body language—hands open, good eye contact, facing people directly, smiling a lot
  • Ask everyone to stand in a circle—it's easier to be energized when more mobile
  • Start with a quick energizer activity: "Shake hands with the person beside you and say, "'I feel great' like you mean it!"—there is neuroscience behind this one, really 
  • Add humour through stories
  • Ensure everyone participates
  • End with a crescendo!
We have a lot of influence on the environments in which we work. One way to recharge is to work with like-minded people who are energized by what they do. Just thinking about these energized discussions is already recharging me.

Phil

Friday, 19 September 2014

Does saving old work files lead to opportunity or threat?

Last week, I was in a meeting when someone said, "I have something I did in the past that will be perfect here." It didn’t sound right although I have had similar thoughts. 

I am an archivist by nature and have always backed up all of my files on discs, and more recently, external hard drives. You never know when it will come in handy, has been my motto.

Although I have amassed a large collection of files, I have opened only a few of them since they were saved. Why not more often, I thought? After all, doing so has benefits:
  • Provides a draft plan
  • Saves time
  • Leverages good practice
On the other hand, there are drawbacks:
  • Created with dated thinking 
  • Not aligned with current circumstances
  • Skipped thinking process 
For me, the drawbacks far outweigh the benefits. Other than using tested processes and lessons learned, using old material produces inferior results. 

When I did review old files there was nothing I could use. I went through the Powerpoint presentations and found a few things of interest but not of use. I felt like I was looking through a photo album: revisiting memories, but not reliving them.

This week, I reviewed my archive and found files from the early 2000's. Why was I keeping them when they weren't being used? Perhaps there is a sense of security from having access to past work. The experiences are less likely to be forgotten by keeping proof that they existed. Also, they may inspire confidence to tackle new challenges; we have succeeded before and therefore we can succeed again.

I am adopting a new approach to archiving. After each project, I will focus on capturing new approaches and lessons learned. They lead to opportunities; the other stuff leads to a threat of not being your best.

Phil

Friday, 12 September 2014

Can you change people with a free t-shirt?


Years ago, I facilitated a workshop on a new approach to creating commercial strategy. It had just been launched globally and the North America leadership team was reviewing it for the first time.


The leader, who had just joined the company, sarcastically said, "Ya, I have already got that t-shirt." Unsurprisingly, he didn't support the initiative and it wasn't fully adopted.

The leader's point was that he had seen similar initiatives in his career and had reservations about the implications of the new rules around strategy. It didn't make sense for his region.The free t-shirt comment referred to a typical promotional item given out during project launches. The posters and mugs didn't sway his views.

I wondered if other people felt that way. Did people value the promotional material that accompanies big change initiatives? Did the free stuff make them more open to new concepts and ways of working?

I thought of these questions last Sunday when I ran the Bang & Olfsen 5K Yorkville run. It is common for charity races to offer a race t-shirt and free samples as a perk for signing up and paying the admission fee. 

This year, The B&O 5K team offered the best kit I have ever seen including a pair of B&O PLAY Form 2 headphones, sport-fuelling starter kit from Vega, premium tea package from David's Tea, voucher to download free professional race photos and a New Balance technical t-shirt. Incredible!

I wondered whether the t-shirt +++ kit encouraged interest in the race, perhaps over other races. Did the kit make a difference? 

I think the kit piqued interest about the race, however, it wasn't the deciding factor to sign up. People signed up for what the race offered: a chance to see the fastest 5K runners in the country as part of the Canadian 5K Road Race championship, a course that is flat and fast, a very professionally organized race for five years running, fun after-race festivities and the ability to fund raise $200,000 for local charities. This is an excellent race.

The same holds true for promotional materials associated with organizational changes: they can create excitement and interest in the change, but won't sway people's views if it doesn't make sense for the business or its employees. 

So, should you offer promotional items to support change initiatives? Yes, it helps the initial engagement process. Is it more important to effectively communicate the change so people understand how it will benefit the organization and its employees? Absolutely. If not, then people will already have that t-shirt.

Phil

Friday, 5 September 2014

What to do When Leaders Don't Lead Change Well

There are many studies that cite change leadership as the most important factor contributing to successful transitions. Over the the last three years in consulting, I have had the opportunity to test this assertion by observing how different organizations view the roles of change leaders.

Progressive organizations define the change leader's role and ensure that all leaders are aware of the activities they must perform. The best ones define specific roles for senior leaders and managers that match their levels of seniority and spans of influence. Change capability is valued, invested in and rewarded.

Other organizations have a laissez faire approach to change leadership. The change leader's role is defined by individual leaders based on their mindset and abilities. There is an unspoken organizational belief that leaders will know how to manage change challenges because of their senior roles and assumed skill set. Change capability is assumed, not an area of focus and not rewarded.

Unsurprisingly, the "they will know what to do" approach doesn't work. Leaders act and behave based on their personal styles and skill sets, and therefore act inconsistently to challenges with varying levels of success. Mixed messages are communicated and confusion ensues, which leads to distraction, loss of focus and lower performance.

So, what do you do when leaders don't lead change well? There are three options:

  • Build your leader's desire and ability to take on the change role
  • Get another leader to take on the change role
  • Take on the change role yourself

Build your leader's desire and ability to take on the change role
The upside of this approach is that leaders perform the leadership change role themselves. As long as they buy into the rationale for the roles and  perform the activities, their abilities will improve and benefits will be gained.

The downside of this approach is that mindsets are difficult to change and the leader my not value your rationale enough to change their behaviour. If so, there still is value in negotiating with them to perform some activities such as communication and removal of obstacles.

Get another leader to take on the change role
The upside of this approach is that another, well-skilled and motivated leader will effectively perform the leadership activities and produce immediate results. Natural change leaders understand the importance of change leadership and take pride in taking on the leader activities.

The downside of this approach is that you need to position the request in a way that avoids personal politics among leaders. Also, it can be difficult to convince a leader to take on a significant commitment that maybe outside their mandate.

Take on the change role yourself
The upside of this approach is that you have the most control of how the role will be fulfilled; you will guide how communications are made, obstacles are escalated and active and visible support is provided.

The downside of this approach is that you are not the best person to take on the change role and its support activities. Benefits will be realized but you may not have sufficient influence to manage issues and get problems resolved. You will also need to position your activities in a way that avoids personal politics.

Gaps in change leadership are common and contribute to many change failures. You have options to address when leaders don't lead change well so that transitions are successful. The upside of all of them is they give you the opportunity to demonstrate your change leadership skills.

Phil

Friday, 29 August 2014

How to Help People Manage Their Emotions Just Before a Change


Most people behave differently just before they experience a significant change. Supporting people when they must bridge their current and future circumstances can make the difference between a successful or unsuccessful transition. 

During this time, most people express emotions associated with anticipationexcitement, fear, anxiety, blind optimism, sadness, etc. The spontaneous nature of these emotions leads to their amplification. Not managing them leads to distraction and poses a risk to taking on new ways of thinking and acting.

Since people express different emotions at different times with different intensitiesminimizing the likelihood of experiencing them is a more productive approach than just addressing them after they are expressed.

So how do you help people through this short, but intense, phase of transition? Here are some actions you can take:

Encourage people to appreciate what they are leaving behind
Every individual aor group has traditions and practices that define them. Reliving these practices either through doing them or storytelling can provide closure to the way things were.

Remind people of the benefits of what they are taking on
Although this is something that is important through all stages of change, it is essential just before people take on new and often uncomfortable ways of behaving. Remembering the ‘why’ behind the change can help justify the anticipated pain of experiencing it.

Offer multiple types of support as people take on the change
Demonstrating how people will be supported through their transition can reassure them that they are not alone. Easily accessible assistance can help minimize the anxiety caused by thinking about the unknown. Offering multiple types of support demonstrates commitment and builds confidence that things will be okay.

This week, my family has been anticipating a significant change. Our eldest son, Sam, is going to university in Halifax, Nova Scotia, 1,800 kilometres away from our home.


My emotions have been varied and intense--everything from pride and excitement, to sadness and nostalgic longing. It has been distracting, but I have been determined not to let it be a risk to our transition. Here are some actions we have taken:

Encourage people to appreciate what they are leaving behind
Sam has had many get-togethers and a party this week. Making them fun and festive was our family's priority. We have also spent a lot of time doing and reminiscing about our traditions.

Remind people of the benefits of what they are taking on
This is an easy one. Sam is entering an exciting time in his life where he will gain new experiences and meet new friends. Living in a new city will be an adventure too. He is going to grow in many ways and everyone is talking about his journey.

Offer multiple types of support as people take on the change
We have turned Sam's move into a family vacation. Barb and Sam are en route to Halifax, and Charlie and I will be flying today to join them. We will be with Sam for three days followed by numerous video and phone calls, correspondence. He may not have time to study. 

Helping people manage their emotions and behaviours before they experience a significant change directly impacts their ability to successfully make their transition. This is true of business and personal changes. A few actions can help ease transitions, as we are finding out now.

Phil

Friday, 22 August 2014

Twelve Traits of a Change Agile Organization

Change agility is rapidly becoming a key skill of successful organizations. It is the ability to quickly respond to new developments—consumer choices, competitive threats, economic conditions, government regulations, etc.—so that opportunities are realized and challenges are managed.

Many common practices slow down an organization's response rate. Annual strategic planning, siloed resource management and static personal objectives (and incentives) encourage leaders and their teams to complete their commitments as originally agreed, regardless of its current importance. 

Agile organizations align three drivers of speed: leadership, resourcing and culture. Here are traits of a nimble organization: 

Leaders:

  • View change initiatives as a portfolio of opportunities versus a list of projects managed separately
  • Know their roles in change including acting as an unbiased assessor of value delivery
  • Are prepared to alter assumptions about an initiative even if it means changing direction and abandoning unproductive work 
  • Own the success of the change after it is launched


Resources:


  • Are assigned to the highest priority changes according to need versus negotiated minimum requirements
  • Have right people selected for key change roles including experience, capability and motivation
  • Are easily transferable across initiatives and roles
  • Are dedicated to measurement of benefits and continuous improvement


People:
  • See change as an enabler of ongoing success versus something to get through now
  • Understand the organization's vision and how the change initiatives will help achieve it
  • Give honest feedback that is listened to and rewarded
  • Discuss, share and follow lessons learned

An organization's ability to quickly change how it operates to achieve its goals is a key ability to ongoing success. As the speed of change continues to increase, it may not be an option. Adopting these traits could be a good start.

Phil

Friday, 15 August 2014

How to Lead Yourself Through Change


Constant change has become a day-to-day reality for most organizations. They must adapt to the changing needs and requirements of their stakeholders, often reshaping their portfolio of change initiatives before they are implemented.

The ability to be your best while accommodating a moving change agenda is a must-have skill for leaders, managers and their team members. People must work through their own reactions to disruption before they can effectively manage it. Those who respond with their initial mindset, feelings and behaviours tend to show their worst and accomplish the least.

Here are some tips to help you manage through continual redefinition of change:

Take time to reflect on the change
Everyone goes through an emotional cycle when faced with change. Before reacting, invest time in thinking through the change including the reasons behind it, how it will impact your organization and you and how to best accommodate it.

Talk through your feelings about changes with someone you trust
Gaining perspective is essential to managing change well. Confidants act as sounding boards to test and broaden perspectives and provide more options to consider. Two or three heads are better than one.

Choose your attitude, actions and behaviours

Ask yourself, “What attitude will make the best of this change?” Next, identify the actions and behaviours that demonstrate your attitude. Often, we don’t consider the impact we have on our co-workers’ ability to navigate change. Planning how to be your best will provide a positive example for others to follow.

Focus on what you know
It is common for people to speculate about the implications of a change, especially when little information is available. These conversations can quickly turn negative. To stay productive, focus on fulfilling your role based on what you know; not on what other people think they know.

Ask questions if you are unclear
Lack of clarity is one of the most cited challenges of dealing with change. Seeking clarity avoids incorrect assumptions and wasted effort. Your questions are most likely shared by others and asking them early contributes to a common understanding of what will and won’t change.

Be patient with yourself and others
Change can be difficult and it is normal for people to feel anxious when their environment changes. Giving people (including yourself) permission to be human will reduce stress and minimize relationship tensions.

Be confident in your capabilities and accomplishments

Often, people react to a change without taking stock of what they can bring to it. Thinking of the capabilities that will help make you successful—past experiences, knowledge, skills and relationships—will focus your energy and build your confidence. 

People remember how you behave and act during change far more than the tasks you complete. How you react to ongoing change—attitude, actions and behaviours—will last longer than the details of the changes you face.


Phil

Friday, 8 August 2014

How a Second Pair of Hands is Helping Me Become Smarter with My Time

Delegation has never come easy to me. It's definitely not a strength. The first time I had access to an assistant, I didn't know how to help this person help me. 

My justifications for this poor time management cover the range of productivity misconceptions: it would take more time to explain what I want than to do it myself, I do this task really fast, I can do it the best, etc.

Starting a consulting business didn't make delegation any easier. Often, there was only me to delegate things to and completing tasks myself gave me the satisfaction of keeping expenses low. I had no problem calling in experts to do work that I couldn't do myself, but the small tasks remained areas of opportunity. My accountant offering to file my quarterly tax payments. I responded "No thanks, I like to do it." Another productivity mistake.

I became interested in a virtual assistant when Michael Hyatt shared the benefits of and tips on using this service.  He made a compelling and pragmatic case, but I didn't take action.

Last week, I was reading a blog post by Steve Scott about his Kindle book launch. He shared that Fancy Hands, a virtual assistant subscription service, had completed his research for a small fee. I clicked on the link and became intrigued by this service.


Fancy Hands offers most types of tasks including setting up appointments and conference calls on your calendar, booking services, admin tasks such as editing emails, making calls on your behalf, research, etc.

I decided to start with the basic 5 tasks per month for $25 package to test how much I would use the service. The set up process took minutes on their easy to navigate website. It was great to see a 50 percent discount for the first month adjustment to my invoice too. Every step of the process made me happier. 

This year, I haven't had a lot of time to market Change with Confidence or my consulting business. This seemed like a perfect area to get help with. I wanted to send copies of my book to professors to see if there was interest in including it on their course reading lists or to have me as a guest lecturer. I have had excellent experiences with a few profs, but have not had time to expand my connections. 


My first Fancy Hands request was to compile a list of profs who teach organization development or change management courses in the US and Canada. In time, I will create another task for the rest of the world.

Once I hit send, a banner appeared saying "relax while we take care of that for you." I thought, this is also a de-stressing service. 

I can't wait to review the results of my request. My guess is that once I get used to the service I will think of many other tasks that are better completed by Fancy Hands.  Delegation is easier than I thought. Phil

Friday, 1 August 2014

3 Types of Change Leader: Engaged; Staged; and Disengaged

It's no surprise that leaders play an important role in the success of change initiatives. In fact, they play the most important role. Most research cite lack of visible and active executive sponsorship as the primary source of change failure. 

I have observed that leaders approach their change sponsor roles in three ways: engaged; staged; and disengaged.

Engaged leader are active participants in defining their roles. They:
- View change initiatives as business projects critical to current and future success
-  Are engaged in planning and briefing meetings
- Ask questions to gain clarity on their role and test the quality of thinking and rigour behind transition plans
- Get excited by the roles they will play
- Edit their communication
- Say things like "we have to get this right" and "what do you need from me"?

Staged leaders are attentive participants in defining their roles. They:
- View change initiatives as necessary, but not always a priority
- Are good listeners in briefing meetings
- Ask questions to gain clarity on tasks
- Accepts the roles they are given
- Review their communication and make minor adjustments
- Say things like, "just tell me what to do and I will do it" 

Disengaged leaders are passive participants in defining their roles. They: 
- View change initiatives as necessary, but not priorities
- Are efficient in briefing meetings
- Ask questions to understand commitments and may negotiate lesser roles than the one proposed
- Are resigned of the roles they will play
- Say things like, "other commitments may change my availability" and "we also have a business to run"

When I first meet executives, I watch for clues on what type of change leader they want to be. It is an early indication of how successful the change will be. Engaged leaders usually do well because their skills are fully leveraged and high level of commitment is known by all. They are invested and will do what it takes to ensure success.

Staged leaders are often successful too. As long as they stick to the script and their behaviours reinforce key messages, they usually do well.  If not, trust in them evaporates and employees retaliate by not supporting the change.

Disengaged leaders rarely lead change well. Their focus is on other things and people know it. Since people's actions follow those of their leader, they also focus on other things. Project teams have difficulty gaining momentum and execution suffers. Eventually the project fails to deliver benefits or it is shelved.

A change manager's role is to build the skill, behaviour and confidence of leaders so they are at their best during times of change. One way to do so is by shaping how they perceive their sponsor role. Increasing their level of engagement is a good start.

Phil

Friday, 25 July 2014

It's Good to Revisit the Past, Just Don't Stay Too Long

I am helping a business prepare for a structural change. Although the material changes to employees are minimal, the psychological ones may be big; people who have worked for separate companies for many years will be joining their parent company and taking on its name.

A leader predicted that the announcement would cause people to reminisce about their pasts. He asked if it was okay for people to revisit what they hold dear from their current company.  

Absolutely, I said. It is healthy to honour where you come from and the things from years ago that have personal meaning. Those experiences have helped form who they are today. Honouring the past does not mean not letting it go.

Ben Watt --Toronto, July  17 '14
I went through a similar experience last Thursday. In the morning, I read that Ben Watt, a musician who greatly influenced me in my mid-twenties, was playing that night. I had closely followed his career as a solo artist and as part of Everything But the GirlMy friends were busy, so I bought a single ticket. 


Throughout the day, I thought about something from my past that I held dear. In 1988, I decided to leave my job to go back packing in Europe. I felt I wasn't  achieving my goals and needed to make some changes.

I had planned on spending three months traveling by Europass.  Other than flying into and out of Amsterdam, I was free to discover my own path.


The Quest
The only must-do commitment I made was to visit a small resort town in northern England called Scarborough. That was where Ben Watt had taken photos for the cover of his North Marine Drive album. 

My quest started as a whim, but grew in importance as I made my way through Europe. It became a symbol of my decision to actively define and achieve my goals. I could do anything in life and it was up to me to decide what that would be. 

When I got to Scarborough it was deserted. It had been a rainy summer and vacationers had opted for other, perhaps warmer, destinations. For me, it was perfect.

I walked North Marine Drive and took photos near where Ben had taken his. I had achieved my goal. When I got home I sent a photo of me by the sea to him, with a letter about the insights I realized on the road.    


The Postcard
A couple of months later, I received a thoughtful and kind postcard from Ben, talking about the time he had spent at university in the area.


Twenty-five years later, I was five feet away from Ben on the stage, listening to his songs from my personal soundtrack. He also played his excellent new album, Hendra.

As I left the show, I thought about my time in Europe. I also thought of the people I was going to work with who would be thinking of their pasts.  It is important to respect and encourage remembrances of what people hold dear. It's healthy, grounding and inspirational.

Looking backward can lead to moving forward as long as you don't stay too long in the past. Hendra is at the top of my playlist.

Phil. 

Friday, 18 July 2014

If You Have Something to Say, Make Sure You Can Be Heard

One of the best parts of participating in a charity run is the cheering on of others just before the finish line. 

For runners, it's a 'so close yet so far' experience. They can see the finish line, but it is still far away. Exhausted they draw upon every ounce of strength they can muster to achieve their goal. Thirty seconds is a long time when each one feels like an eternity.

This is when runners need the most support. Motivational phases like "you can do it" or "you are almost there" can help someone push through their pain to do their best.

Reactions from runners are varied. Some run past, oblivious to the well-wishes, others look at you but say nothing and others smile and say thanks. My favourite response is when someone speeds up, giving it their all. 

Last Sunday, I saw an athletic man who was running with a backpack on. I said, "Your finish is going to be great." He looked at me, smiled and blasted off to the finish line like an Olympian. Great stuff!

Midway through my cheers, I noticed a teenager behind me and to my side. He had joined in on the cheering.  His encouragements were more specific and better than mine. He said thinks like "start kicking your feet now" and "200 hundred metres to go." Encouragement is like a compliment: the more specific the better.

Unfortunately, his calls were barely audible. I could hear him but the runners, many wearing headphones, couldn't. Also, he was standing about six feet away from the path, out of the line of site of runners. He wasn't noticed and his great encouragements didn't have the impact he intended.

I asked him if he wanted to come closer to the runners, but he said no. 

This happens so often in business, especially in organizations going through a lot of change. People are doing great work to support the change but it is not noticed. Sometimes the reason is cultural, where standing out, even if you have the right answer, is discouraged. Other times, people avoid being the focus of attention.  Either way, their work doesn't have the impact that was intended.

Part of good change management is to catch people doing good things that are aligned with the direction the the organization has chosen. It is the change leader's role to identify, recognize and reward these efforts so they positively impact the organization and advance the change.

You can be sure that I will be saying "start kicking your feet now" and "200 hundred metres to go" at my next race. Phil

Friday, 11 July 2014

Approach a Computer Set Up Like a Change Project

My New Computer
This week, I set up my new computer. I had been using my son's old computer after he had upgraded to a "gaming" model four years ago. 

My rationale for an upgrade was productivity. Internet pages weren't loading quickly and documents were, saving slowly; it was time to invest in speed.

I am not tech savvy, but usually I can get things to work. I took a "just get it done" approach to setting up my new toy.


Set Up Wasn't This Easy
First, I transferred files from my old computer. No problem. Then I started loading software programs. Some weren't compatible with my Windows upgrade. Also, setting up one of my printers was a hassle. The driver wasn't even listed in the set up menu. 

My challenges continued. When I thought I was up and running, I was slowed down by what seemed like endless adjustments to factory default settings. Nothing looked the same as before. For example, while writing this post, I found that I was missing my cropping function for pictures. Where did it go and how do I get it back? 

As my productivity continued to dip I found myself longing for the good ole days when I was using my old computer. That's when I realized I was struggling with change, just like the people I help lead and manage change at work. 

What would I say to myself to get out of the 'valley of despair' of change? I would:
  • Remind myself of why the change needed to happen and the cost of using my old computer
  • Keep the main benefit of the change front and centre: increased productivity
  • Set realistic expectations for the transition period  - I am not a technician, so it will take me longer to diagnose and fix problems, and some will not be solved
  • Create a sequenced plan and realistic timeline to complete the project
  • Enlist people with the skills I don't have - computer technical skills would have been good
  • Celebrate small wins: I eventually transferred my Outlook data across versions of Office - high five!
I have a few more programs to load and settings to change before completing my transition to stress-free computing. I will have successfully transitioned to a faster computer. I will also have learned many tips for my next upgrade. My last piece of self-advice is to take a few minutes to write them down.

Phil

Friday, 4 July 2014

How Infographics Can Help You Communicate Change

By Customer Magnetism
Often, organizational changes fail because leaders don't explain why the change is needed and how it will benefit the organization and its people. 

Without rationale that makes sense and an emotional connection to the benefits, people keep doing what they have always done and the initiative fails or only achieves marginal benefits. 

Not all attempts at explaining the "why" behind a change are effective. Long emails, articles and presentations are difficult to absorb and often ignored, leaving people uninspired to change how they work. 

Infographics provide an effective way to motivate and engage people around the need for changeAn infographic is a visual representations of information that is quickly consumed, easily understood and engaging.  All important criteria for effective change communication.

I was introduced to infographics by a friend who was creating them to support a large technology upgrade. They were clear, easy to understand and memorable. 

Here are some statistics that support the power of these graphic tools:
  • 90 percent of information transmitted to the brain is visual
  • 65 percent of the population are visual learners
  • 40 percent of people respond better to visual information than text
  • Visuals are processed 60,000 times faster than text
  • Infographics are 30 times more likely to be read than text articles
  • People are 3 times more likely to share an infographic than a document

There are many examples of infographics on the internet to give you ideas on how to design your own. Here are some tips to get you started:
  • Start with your purpose - what is the message?
  • Consider the point of view of your audience - what images are meaningful to them?
  • Select an attention grabbing title
  • Focus on one theme
  • Use 'real' data - Relatable, Exciting, Attracting and Legit
  • Reveal the data at several levels of detail, from broad overview to the fine structure
  • Encourage the eye to compare different pieces of data
  • Use colour to instill different moods and emotional connections
  • Provide references to the data presented

Click here for 5 free infographic templates from Hub Spot
Creating infographics is becoming easier thanks to predesigned templates. Hub Spot has created five templates that can be downloaded for free.

Communication is an essential part of any change initiative. Sharing why the change is needed is an important step to creating committed and engaged individuals who have the power to make it successful. Infographics is an excellent way to do so.

Phil

Sources: 
http://piktochart.com/not-just-another-infographic-8-steps/
http://www.customermagnetism.com/infographics/what-is-an-infographic/
http://unbounce.com/content-marketing/why-do-infographics-make-great-marketing-tools/
http://www.business2community.com/infographics/5-top-tips-creating-infographics-0828627#!7mUZc