FACILITATING CHANGE

SHRM ATLANTA WEBINAR

STUART SMITH, SPHR, CMF

“The trouble with the future is that it usually arrives before we are ready for it”

Arnold H. Glaslow

FACILITATING CHANGE – OVERVIEW

Getting Started

“Change Happens” – the certainty of uncertainty

Facilitation – “to make easy” Why “facilitation?”

The roles of a change management facilitator

Change management work to be facilitated

Closing Questions

Resources and next steps

GETTING STARTED

“It must be remembered that there is nothing more difficult to plan, more uncertain of success, nor more dangerous to manage than the creation of a new order of things. For the initiator has the enmity of all who would profit by the preservation of the old institutions, and merely lukewarm defenders in those who would gain by the new ones.” -- Machiavelli, The Prince, 1513

GETTING STARTED

Dialing into radio station – WIIFM

What is your “change challenge” that is most difficult to address?

Type into dialog box on the Dashboard and I will try to address in presentation

At anytime –

Feel free to type in a question

A little about me . . .

THE COST AND TOLL

Change Management – the Challenge(s)

It is estimated that $___ will be spent on change efforts each year

Change failure rates range from ___% to ___%

Of the change projects that are completed ___% of the

“functionality” is cancelled, unused or underused

___% of change projects that are terminated early, installed and then

abandoned, installed simultaneously with another change causing

confusion

CHANGE HAS CHANGED THE CERTAINTY OF UNCERTAINTY

B C

A

Adapted from ODR, Inc. Copyright 1995

CHANGE HAS CHANGED THE CERTAINTY OF UNCERTAINTY

Adapted from ODR, Inc. Copyright 1995

Ra

te o

f A

ccele

rati

on

90s 2010

The Combined Effect Produces

A Highly Turbulent Work

Environment.

CHANGE IS PERSONAL

Adapted from William Bridges, © 1990

Denial Commitment

Resistance Exploration

External / Environment

Internal / Self

CURRENT FUTURE

“A TALE OF TWO CITIES”

Installation Goals

Activities

Schedules

Easy to measure

Only the impetus for

change

Realization Goals

Desired results – why the

change was needed

Takes more time than

expected

Unmeasured and un-

measurable – unknown

and unknowable

The real change to include

the increased ability to

change

“WHAT’S TAKING SO LONG”?

Adapted from ODR, Inc. Copyright 1995

Executive Senior Managers Front Line Front Line

Team Managers Supervisor

Commitment

Exploration

Resistance

Denial

Awareness

Current Date?

KOTTER – EIGHT REQUIREMENTS FOR

SUCCESSFUL CHANGE

Establish a Sense of Urgency

Create the Guiding Coalition

Develop a Vision and Strategy

Communicate the Change Vision

Empower Employees for Broad-based Action

Generate Short-term Wins

Consolidate Gains and Produce More Change

Anchor New Approaches in the Culture

Adapted from John Kotter, HBS © 1996

ROLES IN A CHANGE PROCESS

Adapted from ODR, Inc. Copyright 1995

Sponsor - Individual/group who legitimizes the change

Change Agent (FACILITATOR) - Individual/group responsible for implementing the change

Advocate - Individual/group who wants to achieve a change but does not possess legitimization power

Targets - Individual or group who must actually change

“TO MAKE EASY”

FACILITATION

THE EFFECTIVE FACILITATOR

What is a facilitated session?

A facilitated session is a highly structured meeting in which the facilitator guides the participants though a series of pre-defined steps to arrive at a result that is created, understood and accepted by all participants

The Effective Facilitator

15

The Effective Facilitation Methodology

THE EFFECTIVE CHANGE MANAGEMENT

FACILITATOR

Roles, Qualities and Skills

Knowledgeable Facilitator – knows facilitation tools, processes and techniques AND change management, organizational development, quality, leadership, the organization, culture . . .

Persistent – “last one to quit”, gives the energy that is needed by the group

Paternal – understands group dynamics, shows empathy, objective, fair and firm, praises

Intuitive – can see, sense and feel what is not observable

Present – focused and in the moment

Referee– manages dysfunction

Task Master – absolute focus on objectives, time, task standard

Active listener – able to understand the words and the meaning

THE SPONSOR INTERVIEW

“HIGHLY STRUCTURED MEETINGS”

CHANGE MANAGEMENT

The Sponsor Interview Vision

Realization vs. Installation

Barriers and success factors

Skills required Asking great questions

Consultative Selling

Products Change Charter

THE EFFECTIVE CHANGE FACILITATOR

SPONSOR INTERVIEW

The 5 P’s:

PURPOSE – Why are we having this session?

PRODUCT – What do we need to have when we are done?

PARTICIPANTS – Who will be attending? What are their attitudes?

PROBABLE ISSUES – What issues will be addressed?

PROCESS – What steps will get us there?

LET’S WORK IN TEAMS!

20

“HIGHLY STRUCTURED MEETINGS”

CHANGE MANAGEMENT

The Team Launch Create, understand and accept both the change and the

need to work effectively together

Skills required Effective Facilitation

Understanding of team development and dynamics

Products Team Charter

Project Plan

Communication Plan

CHANGE MANAGEMENT

RESPONSIBILITIES AND TASKS

Role Assessment – Meetings, observations, written assessments Sponsor

Change agents

Advocates

Targets

Risk Assessments – Meeting, observations, written assessment Installation goals

Realization goals

Financial risks

Talent risks

Unintended consequence assessment

CLOSING – QUESTIONS?

RESOURCES

SHRM Atlanta and National website

Books, e-Books Leading Change – Kotter

Our Iceberg is Melting – Kotter

Managing Transitions – Bridges

Managing at the Speed of Change – Conner

Good to Great – Collins

YouTube P3 Professionals Change Drivers Bronze Age Orientation Day – Monty Python

Giraffe Kubler Ross Stages of Grief – Adult Swim

TED “How do ants know what to do?”

Email me and I’ll send you more

FACILITATING CHANGE

NEXT STEPS

The Effective Facilitator

4 Days Customized to Your Project

20% Discount for SHRM Participants = $1595

Change Management Consulting = 20% discount

30m free

8 sessions on December 20th, 2011

8 sessions on January 12th, 2012

Stuart Smith, Certified Master Facilitator

1sjsmith@bellsouth.net

770-855-4197

http://www.linkedin.com/pub/stuart-smith/0/a06/634