Change and Something Will Become Obsolete

ChangeManagementFileCabinets

Now that organizations are going paperless, what exactly are those file cabinets for?

To hold the plant?

12 of them?

And this is repeated on every wall… and in each cubicle (those drawers are good for the cubicle creep of family pictures, tea, and tired decorations). Think of the expense. And think of how strange it would be to not have file cabinets in an office.

Yet they have been rendered obsolete.

(and a plant stand would be cheaper).

Keep in mind with organizational change you will likely make something obsolete. It might be a technology, it might be a process, unfortunately it might be people.

Those resistance fighting change methods like to deal with this as a replacement. You “transition” from one thing to the new thing. The model will make the change so smooth you will not even notice that thing you cherished sits in obsolescence.

Right.

Better to focus on the path to reinforce the new thing (in our analogy it is actual space, organization, cost for a smaller space, etc.). In that process you will illuminate those things which do not seem to fit into the new equation.

You might even be able to change something now made obsolete into a new use. That would be the file cabinet as plant stand approach- it may appease and reassure your stakeholders.

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Behavior Change and the Price of Gas

ChangeManagementTraffic

Some behavior change happens quietly over a period of time because of external influences.

Driving is a great example.

(Apologies to my foreign readers this is US/California centric- I will leave it up to you to change the terms to fit your environment).

Over the last year or so freeway patterns have changed. There used to be the crazies who changed lanes in, out and around, thinking that they were somehow going to get to their destination in a measurably less period of time. (They are still around, just a smaller number of them).

Now traffic seems to flow a little more like a river.

There are times when it speeds up or slows down, but the transition is smooth by comparison to the past.

Some indicators of this: less brake lights on, bigger spaces between cars, not as much complete stopping (although much more slowing down thanks to the driving consistency). I have even noticed (and this has been rare in California in the past) the left lane as the fastest, middle less so and right in between exits the least (at exits it is full speed ahead in California thanks to our “X” merges).

Something is always the trigger for behavior change- want, need, necessity or force.

Two factors likely caused this (at least here in N. California): the price of gas and, more so, hybrids.

Cringe my gas-hogging-truck-driving readers, hybrids are here to stay (although maybe soon to be replaced by electric cars).

I switched from an SUV to a Prius for commuting and became obsessed with the siren song of awesome gas mileage. Quickly I learned that less braking, anticipating traffic ahead to regulate speed (love those long downhill slopes where you can see way ahead) and smooth acceleration (not to mention driving with cruise control tap) increases gas mileage.

Nothing like the thrill of 10 – 15 miles per gallon above EPA estimates to lock in new behaviors. And they did those tests on a machine. Ha I am better than an machine! More reinforcement.

Going through a major change at the office? Are you a leader in charge of behavior adaptation? Maybe you should start measuring and improving on, your gas mileage. Seems like good behavior change practice.

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Adoption of Change- getting it is different than proving you got it

Measurement is an area I dance around.

Organizations (and the people who follow the patterns) like to measure and record. In any system that must have proof for increased compensation numbers and records will be important. If there are similarities between one effort and the next, before and after measurements can be helpful to increase performance and effectiveness for the next time.

Measurement is not going away- that’s fine.

What about measurement for change management though?

The ultimate measure is complete change (whatever that happens to mean for the particular effort- behavior, technology, process, integration, etc.). Some percentage of change is a lesser measure. If complete change comes up short (which is likely always the case) then the measure can be for working toward 100%

How much of the time measuring could be used for helping to make the change happen?

After all getting the change to happen is different than proving you got it.

Change creates a new scenario. If your end state descriptions were good you should know when you get there. If you know you are there than why are you measuring?

Why is measurement so prevalent when it is taking away from results and effectiveness (unless the measure is REALLY used later for improvement as I mentioned)?

  • Measurement is busy work.
  • Busy work can be billed.
  • There is a tangible result (as in a piece of paper you can hold or a screen you can look at, and numbers- not necessarily tangible in a useful way).
  • Measurement often substitutes for simple planning.
  • Anyone with a project focus (versus a broad term change perspective) will love measurement- it is a distinct series of tasks.

Since measurement is not going away and since it may be important for justification at the cultural organizational level expect to measure. Just try to make the measurements useful, reusable and necessary. It would help your change if you also spent as little time on it as possible.

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500 blog posts!

This has been quite an adventure, this blogging thing.

My 500th post got here both quicker than I thought it would and took almost three years.

100 I gave that many tiny insights.

200 was a short list of favorite posts.

300 I proffered a tidbit list of more insights, tools to use, things I have seen.

400 My kids thought this was impossible (they love this list thing). I cheated here and listed ALL 400 posts in chronological order.

For 500 I am going to take a trip down memory lane and at the same time clean up a little and CHANGE things a bit. (Like I will be able to find the time between writing and client work- sleep is overrated right?).

Here goes:

500.  In my first post I said I would be contrarian- check that one off for sure.

499.  Also in my first post I forgot to change the title- it is the WordPress “hello world” for your practice post. Looking back at change you will often see how truly naïve your were.

498.  And I used the word heady. Does anyone use that old fashioned word? Blogs are about finding your voice and relaying knowledge. Maybe there was a reader who liked that old fashioned use of a word?

497.  It did not take me long, second post, to go after Kubler-Ross and “change as death”.

496.  Fun with words early on- “So instead of dragging participants through a tragedy that may not even exist…

495.  End state definitions were my focus early on.

494.  Empathy, motivation and context- three of my own buzz words for change.

493. Best laid plans- a glossary. I did not keep that up… although there is some good stuff in there for a book.

492.  Owner is an important one- the highest executive connected to the change (owns the budget and therefore the results).

491.  Champion is the first word struckthrough- not to be included in the glossary.

490.  Current and Future State too.

489.  Readiness.

488. Resistance (of course if you have read many of my posts).

487.  First metaphor, throwing balls over fences, executives and neighbors. They say a picture is worth a thousand words  (metaphors have to be in the 10,000’s when they work).

486.  A play on the acronym wars.

485. The first languaging discussion.

484. Corporate Change Management acronym coined- CCM.

483.  First Kotter dig (just a little one).

482.  First story tied to change. I have always thought stories a little hokey and condescending (in business writing), but they have proven too be VERY powerful (think Cheese and Change- no please don’t I was kidding).

481.  That little story also explores change states (future, current, end, transitional).

480.  Assumptions. This was the first crack at assumptions. It is started a pattern of inserting themes to carry from post to post. At that point in the blogs history I had no idea I would ever have many readers- you have to have a reader for a theme to work (thank goodness for genuine humility and naiveté).

479.  One of the fun things about blogging is the stream of conscious nature for some posts (some also get edited and re-edited like an article- when there is time). In the middle of that thought unloading little gems of wisdom can pop out. Here is one: No strategies in a vacuum.

478.  An oxymoron: Change is here to stay (of course it is…and it isn’t).

477.  Also the first study citation- IBM’s Enterprise of the Future, White Paper (2008).

476.  Internal vs. external consultant theme. This theme also recurs often.

475.  Change well done has a lot to do with the ability to translate. Idea must become work. Strategy must become execution. Energy must become effort. All of those transitions require translation.

474. Translating transitions. Maybe a gem of wisdom?

473.  Going after the competition full speed ahead:

472.  Overzealous change management.

471.  Templates and templating change.

470.  There is another fun aspect of blogging, making up words. This time “templating”. Sometimes I use a word because grammatically that would be what you would say. I think, “that can’t be a real word”. Half the time it turns out it is. I will put one in when I find it in this horizontal history journey.

469.  And I went after Readiness.

468.  And assessment (which isn’t really fair since I always assess something with clients).

467.  Reports too. Some reporting is OK- the explaining because understanding needs to take place. The weekly or, heaven forbid, daily, update thing is for project managers. Change has a longer time frame (and consultants should not be locking themselves into the effort internal governance creates).

466.   Tools I took a jab at too.

465.  Going after McKinsey even- there’s a contrary push.

464.  Assumptions is back already.

463.  Resistance.

462.  Change by story (messaging- stay tuned for the change is not selling coke post link).

461.  Passing the work buck type of change.

460.  Assumption that is OK:  Your stakeholders understand change

459.  Another:  Understanding them and their individual connection to change is powerful.

458.  More: Making that connection and illustrating the path (ok with some story built in) will create motivation.

457.  Gets you:  Energy, teamwork, participation, smiles and pride all will come as a result

456.  Instead of assumptions: Here is an even simpler approach for you, the executive leading change- A perfect balance of business acumen and Empathy.

455.  Translators.

454.  Phase really simplified: Idea to Plan.

453.  Plan to Action.

452.  Action to Use.

451.  With translators for each.

450.  Not necessarily the same people.

449.  Probably not.

448.  Throwing initiatives into functions.

447.  I coined the term for this “vertical change”.

446.  Six other vertical change initiatives: Transitional change into HR.

445.  Big technology change straight to IT.

444.  Supply chain change to Marketing.

443.  CEO reorganizational change to the successor/groomee. (I didn’t even have to look for that made up word- it did make the wiktionary dictionary- say that three times fast).

442.  Just a really long title:  “Corporate and People Strategy versus the Strategy of Change Implementation”.

441.  It did fit the post though.

440.  And the first mention of horizontal change.

439. I am pretty sure I have not officially defined that (501?).

438.  I like this post (you can decide for yourself)- sticking up for the stakeholders.

437.  A cascade of do this and this happens:

436.  Stakeholders expect change to be tied to corporate strategy.

435.  When it seems not to be (they are very astute those stakeholders) they think:

434.  One is that management has no idea what they are doing.

433.  Two is that management does not care about the individuals in the organization

432.  Belief one creates a loss of faith in leadership.

431.  Belief two creates a loss of faith in leaders.

430.  Both cause change to grind to slowdowns.

429.  The “W’s”.

428.  I realize lots of models use this.

427.  I have tried to use it in different ways.

426.  Why

425.  Some people want to know why before they jump in.

424.  Where

423.  Some people want to know where the change will land.

422.  Who

421.  Some want to know who will be participating, when and at what level of accountability.

420.  What

419.  Some just want to know what they are supposed to do.

418.  When

417.  Some need a when date to shoot for.

416.  And How. (ha).

415.  How

414.  For process oriented team members we add How. Honest we wish it started with “W”.

413. And that is a little funny, the use of we. OK it is really me… but if the readers of horizontalchange.com agree then it is we (a different we than I thought employees might be- there is a post there about deciding the path you will take as a consultant- 502?).

412.  Possibly a reflection of the engagement I was on at the time- RESISTANCE, in capital letters.

411. It is actually about resistors- yes they do exist.

410.  Accountability and Responsibility.

409.  Danger words those are.

408.  Even more so that I was talking about Change Management accountability and responsibility

407.  Ha.

406.  Only one accountability is listed- the end state.

405.  Responsibility?

404.  Helping stakeholders always know context of work .

403.  Showing stakeholders the level of their needed participation.

402.  Ensuring trust in leadership.

401.  Translating and communicating project accountabilities.

400.  Fulfilling the role of central empathetic mediator and communicator.

399.  Always thinking horizontally and holistically.

398.  A day away from the office.

397.  My kids help me “see” change management in a different way.

396. They do that all the time.

395. It used to just happen.

394. Now they are old enough to impart some REAL wisdom.

393. I listen.

392. Intently.

391. So you have a story, a connection to people and some old fashioned canning and togetherness.

390. And the juxtaposition (first one) of think or act at the start of change.

389.  They were coloring labels for their canning:

388.  Some kids seemed intent on picking the right color.

387.  Some seemed deep in thought- no grabbing of crayons, no words written down, just contemplation.

386.  Some wrote their names, or made up a company name or wrote the product first.

385.  Some were wild and erratic in throwing down the design, some smoothly controlled.

384.  And a few seemed to get a balance between think and act.

383.  Judging the results is of course subjective, but I found that the ones who acted first could not change their course (they used crayons).

382.  The ones who thought too long ran out of time.

381.  The ones who jumped to gathering resources ended up with confusing unbalanced designs.

380.  And not one of them consulted with any of the others.

379.  I came away with two things.

378.  One, I think I have worked with each of their parents or someone just like that.

377.  Two, what a fun team building exercise (and chance for a consultant to quickly gauge a group).

376.  This is one of my favorite themes: Past, Present and Future.

375.  This time it was to illustrate that this might be three different types of stakeholders.

374.  Past- status quo.

373.  Present- stuff (organization, tasks, projects etc.).

372.  Future- energy, perspective.

371.  Past persons strength- ability to articulate the difficulties of change for environment and culture.

370.  Present persons strength- their ability to act and get things done.

369.  Future person strength- describing a big picture/end state and, often, making the translation to the other two groups.

368.  One of those short little statements to describe successful and unsuccessful change:

367.  Success managed motivation. Un-success battled resistance.

366.  A short attempt at defining Horizontal Change in terms of high level change:

365.  High level change:

364.  Requires collaboration, agreement and shared purpose across the first horizontal.

363.  Is often transformational.

362.  Is often cultural.

361.  Typically involves all connected in some way, internal and often external.

360.  Can be killed by the effects of “vertical” in an organization

359.  High level change entities and roles.

358.  Intuition for Change Management Consultants.

357.  Design and Structure duke it out with Method and Approach. (a period link- a Jacob Nielsen cringe-worthy)

356.  Successful Change Management- I would put the list in but it is better in context.

355.  I started building toward my White Paper on Corporate Change Management.

354.  Design vs Method still a theme. There is a yin and yang going on here

353.  Internal change roles began appearing.

352.  Good in that it means CM was beginning to get visibility.

351.  Bad in that the use of internal resources just further strengthen the forced change approach.

350. Because it is always layered over project management.

349.  And because, start the fire, those who choose internal are not as experienced as those who resist the siren song.

348.  Experience does not always equal better chance for success, I admit.

347.  Except with change management it usually does.

346.  CM just works better with an outside perspective.

345.   And no monitoring from the performance management system.

344.  Why not use those externals to train the leaders internally.

343. Then you only need low level internal change managers.

342.  Which is even cheaper.

341.  You chose the internal version for price right?

340.  No worries.

339.  The externals will wait until you call.

338.  You always call.

337.  Keep in mind the later you call the more it costs.

336.  Full circle back to those externals that get it and watch.

335.  And learn.

334.  From multiple clients.

333. And multiple engagements.

332.  In all kinds of environments.

331.  Quick flash forward to now- rates have REALLY gone up.

330.  In a very short period of time.

329.  It seems those calls are being made.

328.  I rest my case. :-)

327.  And climb off my high horse…

326.  This was one of my favorite metaphors.

325.  Maybe it was too early, but it did not get many visits.

324.  Can you visit the “knight in shining armor” metaphor.

323.  Communicating change.

322.  Time.

321.  Place.

320.  Context.

319.  And my first closing paragraph.

318.  I learned quickly this blogging thing is about more than just writing.

317.  There is the title thing (catch attention, short, searchable, etc.).

316.  There is the whole statistics thing (time suck!).

315.  There is the writers block.

314.  I keep a running list of ideas so I am OK so far.

313.  And there is just the time needed.

312.  But every once in a while out of this air comes a compliment.

311.  Or an example of a use of something I said.

310.  Or now that I am really beginning to figure this out a retweet.

309.  Or a link back.

308.  Or a rewrite of a post.

307.  I like those they turn me around to look a different way.

306.  One of the most important skills of change management.

305.  Needing continuous practice.

304.  First round discussing the business of consulting.

303.  This time contracting.

302.  Upfront.

301.  Retained.

300.  Direct.

299.  Tackling the hourly roadblock.

298.  A consultant perspective maybe, but worth a look for clients.

297.  Also delving into the consultant vs. contractor role.

296.  And the first mention of the Microsoft case that changed the industry.

295.  That and the economy.

294.  Which at this point had not appeared as a factor.

293.  Wait for it, because BOY was it a factor!

292.  First Alan Weiss mention.

291.  His books formed much of my perspective about consulting.

290.  Not always helpful on the revenue front.

289.  But character building for the consultant in me.

288. I always knew the two would line up.

287.  They have because I stuck to my guns.

286.  By looking past some of the little things that get in the way.

285.  In order to look back on them for fixes and solutions.

284.  Did I say “things”?

283.  I might have meant people…

282.  The Alan Weiss post was a link to and about big firms vs. solo.

281.  Of course solo wins out.

280.  My simple reason is that a lot of solo consultants spent time with a big firm.

279.  But those who spend a lot of time with a big firms often do not do well as solo consultants.

278.  They do sometimes just recreate the big firm.

277.  What is success then?

276.  Cash?

275.  Or the effective practice of consulting?

274.  Ha.. a measure of both is nice.

273.  Coffee Persona, one of my favorite created terms.

272.  Your Coffee Persona is the you that shares coffee and discussion/dialogue with a close friend.

271.  That you could stand to come along for presentations.

270.  Some insights from my previous life coaching presentation skills.

269.  Change Management and Learning Styles.

268.  In case you are wondering what those are:

267.  Visual-Spatial.

266.  Auditory.

265.  Kinesthetic.

264.  Verbal.

263.  Logical.

262.  Social.

261.  Solitary.

260.  I think spatial is its own category.

259.  If you are truly spatial you see things in 3D.

258.  With perspective forward and back in time.

257.  With an understanding of place.

256.  And how things fit together.

255.  Did I say things again?

254.  I think I meant people.

253.  Again.

252.  The “What is Good Change Management” question.

251.  The first dandelion post (Organic Change Management).

250.  It got up to four post.

249.  Organic change management is a big deal.

248.  In good ways (energy).

247.  And bad (not very successful for the time, energy and hidden money devoted to it).

245.  I began to see that change moves in waves.

244.  That same post addresses anticipating change.

243.  This was another one of my favorites- change from the shore.

242.  Because I am a dreamer.

241.  Not gonna change that!

240.  If you can dream then you can look back from the horizon.

239.  The horizon, of course, being the end state.

238.  As you know it at that point.

237.  Partly cloudy or mostly sunny? perspective.

236.  Since I have passed a few New Years since I started that is always a theme at the beginning of the year.

235.  Fresh beginnings.

234.  And starting over.

233.  Even if it is just pretend.

232.  My daughter said once, “explain to me again why Jan. 1 is any different than the other days”.

231.  Kids.

230.  The gatekeepers.

229.  The energy and fire of change.

228.  I LOVE that part!

227.  Waves of Change Start with a Single Drop- one of those catchy titles (or so I am sure I thought at the time).

226. How many drops does it take to make a tsunami?

225.  The Change Management energy account was, I distinctly remember, a reaction to the burnout in organizations over operations labelled as change.

224.  And the genuine piling on of huge change all at the same time.

223.  At this point we were all about ready to get slammed by the economy.

222.  Some “change” is just all together NASTY.

221.  In hindsight we can not change back.

220.  We have been deceived (and no individuals have been held accountable).

219.  Trust is a big theme for change.

218.  Many different kinds of trust have been eroded during my blogging time.

217.  And wouldn’t you know it. The next post is the first in reaction to the economy.

216.   Do you skim from everything to save money?

215.  Or just eliminate certain things?

214.  You do know the answer…?

213.  Skimming (at least from a change perspective) rarely works.

212.  There are some posts with messed up formatting. Do you go back and fix to make everything consistent? Or is there a tie to the past in the development and learning that took place?

211.  If you try different things in a process and leave them there you have a path through the experimentation.

210.  Standardize and that is lost.

209.  But does it matter?

208.  The Trusted Adviser is my favorite hat to wear.

207.  It is the one person who gets permission to stretch things a little.

206.  To ask the hard questions.

205.  To give the executive the kind of extra support (and critique) that they will never get internally.

204.  To bring in the energy of seeing the future and possibilities.

203.  Another fun analogy to bring back my rafting guide days: Going with the flow.

204.  The first mention of my model (a couple hundred posts in).

205.  Reinforcement for my push against models.

204.  And toward flexibility and the “art” part of change management.

203.  Posts get shorter.

202.  Funny how that lined up with intense client work.

201.  The change process is like that- heavy thinking then a period of burying in task.

200.  Business buzz words and languaging. “Engagement”.

199.  The first cliché.

198.  The first “art or science” post.

197.  Root causes and solutions fixes.

196.  Who is the owner of change?

195.  The executive responsible for the change?

194.  The change agent?

193.  The passed to leader (usually a director)?

192.  All the stakeholders?

191. The CEO?

190.  The change management consultants?

189.  Change can be a lever for status quo tweaks.

188.  Change is about looking at the big picture.

187.  And quickly shifting to detail.

186.  And then zooming out for a new perspective.

185.  Why change management is not like selling Coke (or Pepsi).

184.  Penguins.

183.  I love penguins- dressed up nice all the time, gregarious, huggable.

182.  The “People Side of Change”.

181.  How many “sides” does change have?

180.  This is my favorite analogy- two tug boats working together with little visibility.

179.  Authority- this time I side with it.

178.  The Reason for Change and the Reason to Change. Catchy titles again.

177.  M & A Change Management.

176.  That one has gotten a lot of hits over the years.

175.  Mostly with image searches (“sugar in coffee” being a very common one I guess).

174.  Could it be people are stealing pictures?

173.  Mine are all paid for (iStock) or created by me.

172.  Leverage your change management.

171.  Now back out to the big picture.

170.  Most popular post, End State Focus.

169.  It could be the image again though (caterpillar to butterfly in one picture).

168.  Number two: Explaining Change Management.

167.  3: Change Management Quick Wins.

166.  #4 Changing Change.

165.  Career paths for change.

164.  When you start a blog you “decide” who your audience is.

163.  It appears when you write unexpected stakeholders can be interested.

162.  I started with the naïve notion that my readers would be senior executives.

161.  They could be. I am never quite sure.

160.  I am sure that many of my readers are those interested in jumping in to change management.

159.  This is interesting- I have a decent readership with small cities and government entities.

158.  Government needs change?

157.  Government workers must do the change management themselves?

156.  Small towns are looking for a different way to do things?

155.  Whatever the answer- thank you to all my readers.

154.  Another very popular post- Rates and Fees.

153.  And, yes, I DO give actual numbers.

152.  It is March 2012 as I write this.

151.  Judging from the activity in the last month you might want to goose all those numbers up 10 – 20%.

150.  Or expect to have some exits of your current CM consultants.

149.  Which leads to an interesting topic that I have hesitated to write about- whether it is OK for a consultant to leave an engagement when a better one comes along.

148.  I am mixed (but because of the huge range- jumps now equivalent to $50 an hour- I say its fine).

147.  So much is third party that it is hard to renegotiate.

146.  If it was my own direct client the rate would have been more reasonable- and negotiable.

145.  Yet another reason third parties will be come back to bite you- potential clients are you listening.

144.  Which leads to another topic I have not gotten to- the power of certain entities to force change.

143.  Change that only works for a select few.

142.  Number crunching insertions tend to flesh out that way.

141.  Huge across the board reductions in budget equals quick savings.

140.  And a slow expensive leak from the competency fountain as the best employees jump ship.

139.  There are many examples from procurement, finance, HR (with endless rules and governance) and maverick (in a bad way) CEO’s.

138.  Not to mention the practices of certain industries as a whole.

137.  Have you looked at the value of your home lately?

136.  And government (I am completely for government when it manages community in a reasonable way).

135.  Initiatives (I live in California we have some loopy ones), same thing.

134.  Proposition 13 here, to fix property taxes at only a 2% rise per year regardless of increased value (that used to be an issue) has devastated education.

133.  When I was a kid we were in the top 5 for per pupil spending and test scores.

132.  We have the honor of only besting Missouri now (and the per pupil spending there goes much, much farther with a reduced cost of living).

131.  Change is everywhere- ubiquitous.

130.  Even for me that is not always a good thing.

129.  Back to the big picture for horizontalchange.com

128.  Can you please visit my orphans- posts that only have one view.

127.  Although that may mean the trip is not worth it…

126.  Change Management as a Corporate Strategic Element.

125.  Who is in Charge of Motivation?  hey this one was pretty good.

124.  Pure Client Environments. This one was good too- maybe bad title?

123.  Shout outs for people who have influenced my thought, and therefore, my written words:

122.  Alan Schnur

121.  Bill Braun

120.  Faith Fuqua-Pervis

119.  Gail Severini

118.  Jim Markowsky

117.  Luc Galoppin

116.  Paul Matalucci

115.  A post influenced by a client comment, “you are suggesting front-loading change?” In their minds I was since the CM was layered over projects.

114.  Which reminds me of a post somewhere in the middle about layering in a different way- layered vs. peeled off change.

113.  And the other kind of layering, right over the project management process (very common and only effective for certain specific kinds of change).

112.  Do we really need change management?

111.  This post about the possible web of change management has been the most popular for practitioners.

110.  I read somewhere that it is important to have lists for blog posts. I have never liked that so resisted for awhile. Then in the silly (maybe) pursuit of increased numbers for visitors I started. Wow, they were right. Lists are REALLY popular.

109.  Now I like to pretend the number makes a difference… let’s go with 5, no 3, no 10…

108.  A 10 list of challenges.

107.  A 3 (for things that slow organizational change).

106.  6, tips for middle managers of change.

105.  An arbitrary 24 things (without the numbers).

104.  A post about the craziness of lists.

103.  While drudging up the lists I found my favorite post: C Level Primer.

102.  I have been doing this long enough to see patterns even in the contracting/consulting timeline.

101.  In search of new ways to present information some back and forth from blog to blog of a similar theme.

100.  This was a fun hodge-podge post about blending together all the elements of change.

99.  Leadership is a theme I have skirted (there are so many academic leadership specialists I feel I hesitate to call myself an expert- or look like I am doing that).

98.  But I work with senior leaders every day and I have for a long time, so that is a little silly…

97.  A leadership post about types of change leaders then.

96.  A fun one this time about the “Authentics”.

95.  Titles, another way to look at leadership.

94.  Leadership resistance to change (that is some kind of strange oxymoron, ha?).

93.  Mini leadership.

92.  Calling out leaders perspective..

91.  Leadership deferral.

90.  The Perfect Leader… actually the perfect client.

89.  OK maybe I have written about leadership a lot…

88.  The only time I used my name in a post- Garrett’s interpretation of the Change Process.

87.  I originally wanted to use single words to frame many posts. It took me a while to get there. I guess I had a lot to say. Here is one about labels.

86.  Now, in no particular order, some plays on words (with real definitions):

85.  Nugatory.

84.  Felicitate.

83.  Winsome.

82.  Yuppify.

81.  Prescind.

80.  Empirical.

79.  Snarky.

78.  Abnegate.

77.  This one is interesting. Using the word I have always been a picky point for me. In fact I (see there it is) had originally thought to eliminate it from my vocabulary for this blog. With no I there is no voice. Voice is an essential part of communication and change. The decision was made to use that word, hopefully sparingly, by me. It is not easy to avoid the use of the word I. I.

76.  This one sounds the best- propinquity.

75.  Or maybe this one- stiction.

74.  Weltschmertz.

73.  Thole.

72.  Satisficing.

71. Change of pace.  This post, Sense of Purpose, has been the most popular for people I do not know. It keeps bouncing around as retweet and the basis for discussion in Forums.

70.  This one raised some feathers- Tactical Change Management.

69.  So I tried to soften the blow with a post on Change Tactics.

68.  I harp on “Sense of Urgency” so I did some more softening with this post on the positive aspects of urgency.

67.  Some 2012 futurist predictions (short term).

66. They are already starting to happen three months into the year.

65.  An accumulation of horizontalchange stats.

64.  Because measurement is a back and forth issue and theme for me.

63.  Measurement is expensive.

62.  Measurement is used for justification, but the real numbers often come after the fact.

61.  So isn’t this more about trust?

60.  Do you only need to come up with one good set of numbers and have them be right to save time the next go around (with no or less number crunching)?

59.  And consulting firms use measurement (for a different type of justification) as a revenue enhancer- measurement takes time, usually actual time means money.

58.  Although I have seen firms do a project price and then include measurement- a quick way for them to go over budget.

57.  The same internally.

56.  Measurement that does make sense is the after the fact kind. For change management a wrap up to see stakeholder reaction, post engagement, adoption and understanding of change (and that particular change) can be powerful- and worth the expense.

55.  I have only had one occasion where a client called me in after the fact for “sustainability change management” (I made that up just now…).

54.  What a great idea.

53.  And an interesting experience.

52.  Highly valued by the stakeholders by the way.

51.  I started a question series a while back- first one on Consultant to Client.

50.  Second one- Client to Consultant.

49.  And finally (for now anyway) the third- Consultant to Implementary Client.

48.  In the naïve assumption that these might be interesting for a broad set of readers I reposted then on the HR.com site.

47.  And then I watched them slam the posts with the rating process.

46.  Which after I smoothed out my feathers made me snicker.

45.  I battle, and gather for important data, subjectivity ALL the time with change management.

44.  If 400 people view a post and 5 ratings average out to 3 what does that mean?

43.  In this case I get to say, “statistically- nothing”.

42.  There is the feelings and emotion part though…

41.  Just like change management.

40.  People are people after all (my kids favorite post).

39.  Like the naysayers.

38.  Maybe we need to turn to the little people once in a while. Integrity from the first graders came from my daughters class.

37.  There recommendations (impressive)- in case you missed that day in first grade.

36.  We do go “beyond” first grade and empathy battles with impatience.

35.  When you grow up though you can stop being a person and become a corporation.  Because People are Corporations, my friend (I just had to use that title for something)(sorry Mitt you just make it so much fun to play with words).

34.  What about some everyday change stuff?

33.  Do a search for, “change management” and what do you get (today at least)?

32.  Another hodge podge of varying definitions, that company that markets so heavily, and Wikipedia (which has a definition I don’t really agree with- but I am the contrarian when it comes to CM).

31.  That reminds me of a playful couple of days where I did some searching for, “change management models”. Here is the tongue in cheek version. Models.

30.  The more serious version (because it is my model).

29.  But it is not really a model.

28.  Because it is more of an approach.

27.  That can potentially be used with other models.

26.  Although it does fly in the face of a few.

25.  OK a lot.

24.  We are all gladiators in this Change Management Arena.

23.  And many of us are unchangeable.

22.  Unchangeable change agents. How does THAT make any sense?

21.  A post that rankled (because it illustrates a different way of looking at things- aaagh CHANGE!).

20.  Ah, semantics. We are all in this thing for ourselves, right? WIFM?

19.  Here are some words with hidden meanings (sort of a semantics thing).

18.  Are you bought in to this whole thing yet?

17.  You have to take this whole change management thing with a Grain of Salt.

16.  To help you along  are the change super heroes.

15.  A more down to earth new term- Professional Consultants.

14.  They can dream.

13.  And teach you how to dream.

12.  It is OK to dream.

11.  And it is OK to support things. Be a fan. Be an advocate.

10. So when it comes to change in your organization and your own life:

09.  Look forward. Dream. Imagine end state. Stretch. It does not have to turn out the way you imagined.

08.  Look at where you are now. That is the most solid ground (no matter how much it seems you need to change).

07.  Look back- history is the foundation for change.

06.  Then take that future, that end state and walk yourself backwards.

05.  Look for blanks and missing pieces (those will be the things you can learn and acquire- everyone likes learning and acquiring).

04.  On that walk back you will see what you have, what you can take with you.

03. Which leads you back through the present.

02. Too all those things from the past, good, not so good, “takeable” on your change journey, or better left behind.

01. Now you can plan and get started (your journey began on number 9- see how easy that was?).

00.  Change.

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PULL- Change and Project Communications

Have you heard these comments and responses in your organization?

“Where can I find (fill-in-the-blank) information?”

“It is right there (same fill in for portal, intranet site etc.).”

“How do I do this”.

“Ask so and so”.

Revert to response one.

I am continually amazed that each organization I work with suffers from this problem. (many of my change initiatives seek to address it).

The problem: communicating to the right people at the right time with the right intensity.

The secondary problem: not having to do this over and over and over.

PULL

In order to avoid mountains of emails and memos, organizations big and small must have a landing spot. The landing is a central portal that can be a home page or the place you feed in to from others spots. It is an intranet, a SharePoint site or a web site.

Pull is the secret magic thing that gets people to go from the message and/or the link to that central spot. It is also the usefulness of that central spot when the person gets there. Success on the first try will likely allow pull for the next communication.

The site should develop pull of its own so that users go back of their own accord. Hints for this: a reasonable amount of similar posts (say from leaders), good organization, visual interest, a disconnect from Corporate Communications (if you can get away with it).

Context

Once there users must know how the thing they are looking for connects to the whole and to other things. This information has to have context to be understood and remembered.

Here is where the big problem is (I think). The context that these sites have is textual, like an outline. Outlines make sense when you can see the whole thing. Pull any one of the pieces out of the mix and it gets confusing. Or present it in an unfamiliar way and same thing. If you know CSS you have a good example. A code structure that makes sense if you think that way- words can give you pictures of connection if you are an expert CSS’er.

Repositories

Even the most well run organizations seem to have disconnected repositories. There are all kinds of reasons- silos, security, space limitations etc. Or they have a repository that is holding everything with a horrible search function.

Take lack of pull (from over saturating users with emails) add in textual organization and top it off with storage disconnect and you have users wasting time trying to find things.

This has a lot to do with change management in that sometimes the simplest of things- getting those who will change to read or see something that is important- is next to impossible.

I have no silver bullet…

Except for this (I have never seen this anywhere nor have I been able to convince a client to do this high enough in the organization for it to work):

A Picture Map

The picture map would be a mind map of sorts. Multiple levels of importance would be represented by different shapes, or sizes or colors. Links to each of those areas might be represented by different sized lines depending on importance (or traffic or time). This would be an image map. Everything would be hyperlinked. The number of times you click through things might represent importance.

Each branch might have a similar map of its own- keeping some consistency with importance.

Clicking through combined with the previous organization would give context.

If the map was big enough and organized well enough you might be able to get to anything important in one or two clicks.

Yes much like a good website. But websites are basically textual too. It is the image that is important.

I have tried this at a low level for clients with multiple change initiatives happening at one time- it is VERY powerful and very effective.

Do anything you can to create pull, form context and have a navigable repository. If you can do it with one or a few pictures even better!

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A New Breed of Change Management Practitioner

There is a new breed of CM consultant out there.

ChangeManagementCartoonHero

Call them the Contrarians.

(there are so few of them I could make them t-shirts and not break the bank).

Maybe they got this way from seeing the crime of forced change.

Maybe it was the limitations of a project focus that made them think a different perspective might save the world (or at least the day).

Maybe they started a little before the template, do it in exactly in this order, cheese loving wave of death began.

Maybe they have that rare superhuman, or at least superhero (heroinne) combination of people and business skills (and perspective).

Maybe they have an intuitive camera in their heads (their superhero strength) that can take mental image pictures of possibility.

Whichever combination of these (or all of them, a mega superhero) got them here they have one thing in common: they see change big and broad and can translate to the here and now. (By contrast the others, not villains, just not superheroes, let alone contrarians, see things in terms of the here and now with the future state far off).

The superheroes weave process and competency into a pat,h then can accumulate expertise and be pulled toward end states.

The others pay close attention to task and phase. They are busy, but a little like the crime fighters I saw as a kid in New York all standing on Wall Street. I was about to say no crime there… bad metaphor I guess.

Without the big picture view and the down to earth understanding of people that these heroes have it is hard to catch all of the things that can get in the way of good and success which of course is what all superheroes and the people they help, want.

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10 Change Management Challenges

  1. Change Management requires adapting structure (process, procedure and culture).
  2. Adapting structure means confronting status quo.
  3. CM has a long term view, but must also layer in to short term approaches (ex. Project Management).
  4. Requires the highest level leadership in the organization.
  5. Is often implemented at the project level.
  6. Done well requires a different level of transparency.
  7. Is an extra cost with long term ROI.
  8. Requires practitioner expertise & a certain level of understanding by stakeholders.
  9. Is never the Silver Bullet.

This list, of course, assumes a definition of change management that is strategic, high level and long term. The path to get there is Tactical Change Management. If only Tactical Change Management exists four will be tough to accomplish (leaders have already disconnected), six because of the disconnect from leadership will probably not change, eight might be too expensive and nine might be true if we meant lead bullet.

The number one challenge, if this is a Leno list, is that CM is seen as the hammer to bash the nail (which only holds so long). Our list becomes real when CM is the drill to finesse in the screw for long term strength.

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Destination, Place, Journey and Time

For change to work you have to know where you are going.

Not the path, not the process, not the timing- the place.

If you do not know what that place looks and feels like, and personalize that picture, how can you possibly figure out what needs to happen? Let alone who needs to be involved or which road to take.

Yet the change management conversation quickly moves to task, process and people (as in, “how do we get Joe on board” rather than who has the skill and competency to fill in this piece). I will stick my neck out and say that is really not a change management conversation, but project management.

Holistic dialogues like talking about and then describing end states seem to be very hard for most people (I spend a lot of time teaching this in my own practice) to have. Big picture (as big as the scenario, this end state back thing works for small stuff too) viewpoints are pushed aside, not taken seriously and overpowered by operational stuff and status quo thinking.

It is usually easy to point backwards to something the client did to illustrate how a little time defining the end of change would have made a BIG difference (in results and in spending).

I get it though. Pieces and parts make for easier explanations. Pieces and parts work to translate big stuff into real stuff (and small stuff). Our pieces then:

  • Destination
  • Place
  • Journey
  • Time

Destination

Vacations that have no purpose, just get in the car and go, are fun (until the first night you can’t get a room). Change that works that way is not fun (or cheap).

Just naming the destination does not count.

Talking about, explaining, imagining, envisioning, dreaming about the destination (the end state) can make it real. That vacation to “Italy”,  fill-in-the-blank, was different than you imagined, or expected, it was still a great vacation though. If you had not planned for it and thought about how fun it would be would it have turned out as smooth and enjoyable?

And didn’t that place you were going to define the whole process? This is about… fill-in-the-blank destination. Maybe you learned a language (competency in org. talk). Maybe you bought some things you needed just for the trip (which can likely be reused). Maybe you needed help (even for the destination description) getting the whole vacation thing to work.

Odds are good you knew your destination and took the time to understand it and see it and feel it, pre-vacation.

Place

Did you take that a little further and imagine things that would happen while you were there?

Place (and spot for my change approach) are two of my favorite words. Place is the spot you are standing on (spot the relationship of yours and others places). You can pretend and imagine place before you get there.

Changes will happen along the way that define that place.

Once you know your destination you can begin to define place. You can start to make a high level list of the things that have to happen for that place in time to become.

Journey

A huge component of change has to do with the journey.

In the haste to get going, manage this whole project, the joy of the journey gets buried. In fact to use our vacation analogy it becomes uncomfortable, irritating and overwhelming.

If you know where you are going and have a sense of what that place and spot might be like you can put together some pieces of the journey. Think of it as gathering all of the parts to the building. You have started a high level plan, you have a sense of some of the things you might need. It is ok to gather them before you have the concrete project plan.

Know that as soon as you begin to gather, even plan to gather, the journey has begun.

It would not hurt to stop in the moment once in awhile to acknowledge journey.

Time

Because time just slips away.

And time is precious.

So don’t start manipulating it until you know what you are doing.

At this point in our narrative you have a destination set, you can stand in that time and appreciate what that destination is, you have a sense of the journey to get there, it is now OK to begin placing events on a timeline.

Please, please, please do not set the exact date you will get there (unless we really are just talking about vacations).

Chunk up the journey into pieces that can be labeled. Use your project management process if you want- those always have stage labels… plan, execute, implement etc. And/or try some new languaging for just this project, “across Global IT” is one I am using on my current engagement (signals this will be collaborative and circle the globe).

Then go ahead and get down and dirty with some real project management.

Check yourself on that journey. Sometimes the destination drifts away like an old Twilight Zone show where the hall has no end.

Destination, place and journey are most important for change. Task and chores just fill in the steps to get you there. The hands on work is the easy part…

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Pure Client Environments

The joy of consulting when change management is really new- especially in an established firm…

There is no perfect “right” for a change management approach. There are some “not so rights” that make getting change to happen difficult. When CM is not present in an organization or is very new (with none of those “not so’s” inserted) this career is pure joy.

Tread lightly in these cases. Here are a few tips that should fall under “right”:

  1. Set up something that helps define end states.
  2. Create a place to go and a place to store.
  3. Template and “ brand” (lightly please).
  4. Increase Leadership presence.
  5. Completely wrap your arms around what exists structurally (and be ready to tweak that).

 

End states

Knowing where you are going, even better seeing and feeling what that might be like, from multiple perspectives, is crucial to change. The better your organization and its people get at defining and describing where you are going the smoother and faster change happens.

Use leadership development, templates with the right questions to ask, and (shameless plug) external consultants.

Set up ways to collaborate to have the dialogue needed to define end states. Add ways to include facts, numbers and the business side support for those end states.

Landing and Destination spot

Create a “place” where information can be exchanged and stored. Take that one step further and make the place collaborative. Tools like SharePoint can help. Adding portals, blogs and regular newsletter type communications adds to the mix.

Consistency

Integrate consistency into your approach.

Have regular communications that happen on a consistent basis. Use colors, shapes, styles to define a few types of communication (maybe your leaders get the blue header, projects green). Do the same within projects and keep that consistent from project to project. (Do feel free to improve as you go along, just make sure you communicate differences and don’t go so far that the original consistency gets confusing).

Consistency can be tough because you do not want to police and/or stifle interaction. The more formal the exchange the easier it is to “template” it. The more you want honest exchange the softer the edges of the consistency box.

Leadership presence

If setting up this change management entity, process, approach is a change initiative of its own move this paragraph up to the top. Leadership presence is crucial for effective change. Trust and energy equal participation. All three can equal end states with some good planning and lots of work through expertise.

Make sure you have places, events and regular activities where leaders can be seen, heard and, in a perfect world, disagreed with once in awhile.

If your leaders do not already accept accountability and responsibility (to their employees and stakeholders- to the board and shareholders always seems to be a given) then create places where they can illustrate their tie to change.

If they do not have those two trust building qualities give them places in your approach and structure to build connection. Maybe you need just as much movement from employees toward leaders as you are asking of your leaders toward stakeholders?

History and structure

While putting this all together keep a list of what has come before.

Culture, structure and history either hold change back or help it move forward. Sometimes you have to call any or all of them out as roadblocks and then build something new. Many times you can simply make just the right adjustments to hold on to what you have while growing into what you need (or want).

By comparison to the less pristine organizations pure client environments are a joy to work with. Having to work with change management false starts and undeveloped structure is often like doing two engagements at the same time. If you are lucky enough to be in one of those “pure” organizations (maybe you are a start up…) get a good start with defining end states, creating landing and exchange places, adding effective consistency, building leadership presence and honoring history and structure (just enough to move forward).

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Coupon-cutting Behavior Change

Coupon4Change

Large company- I am picking on Office Depot but I am loyal so that’s fair- regularly sends out coupons. Or company, usually, an online organization, sends out coupons immediately after a purchase. We, as consumers thank all of you for those coupons. We REALLY like that you are so consistent. Behavior change is much easier when it is wrapped in some predictability.

Thanks to coupons I know my own personal behavior and habits have changed. You are welcome Office Depot (and Michaels, Best Buy, Smart Home, Big 5, Bed Bath and Beyond and a host of others) for my patronage.

All of you now have a problem with your behavior changing. Your profit margin is ALWAYS less than you thought it would be because I simply  make a nice list and wait. When the coupon arrives I grab an item on the list (at 10 –20% less than regular price).

Were those coupons to stop I would be forced to shop competitors.

Many coupons were sent, and used, before I became loyal. My loyalty (and that of other coupon users) is 10% less valuable.

OK , corporate change tie:

Beware change, and the behaviors to match, that look good on the surface or satisfy one element only. Don’t give out “coupons” and water down loyalty.  Better to offer a loyalty program and reward for multiple and long term behavior change.

Perhaps a coupon to entice, say a change in your performance system, with a loyalty program, say extra compensation for collaborative work effort, might make the most “corporate” sense?

Behavior change is fantastic if it produces the correct effect. As our coupon example shows be careful of loyalty reduced by 10%, or more. Be clear why you are looking for that change and tie it to a long term view.

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