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Leading Through

Change

Rebecca Pomering

Chief Practice Officer, Moss Adams LLP

October 11, 2016

NWCUA Small Credit Union Round Table

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SOME OF MY EXPERIENCE LEADING

CHANGE

• Joined our wealth management group as CEO in July of 2008…

• Implemented new Investment Portfolios in 2010 and new IT system (portfolio management, rebalancing and reporting) in 2016…

• Firm moved 100’s of people into new space in August…

• Transitioned into CPO role in August…

• More subtle (revolutionary) cultural change as well…

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OBSERVATIONS

• How you lead others through change can define you as a leader

• Leading change is different than managing change

o Leadership is not about efficiency (at least initially)

• People react differently to change & frequently not as we expect/stereotype

• Change can feel like loss

o The stages are similar to other grieving processes

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STAGES OF CHANGE/GRIEF/LOSS

1. Shock

2. Denial

3. Anger

4. Bargaining

5. Depression

6. Testing/accepting/letting go

7. Reluctant acceptance/understanding

Source: Michael Barker

Information/ Communication

Emotional Support

Guidance/Direction

WHAT PEOPLE EXPERIENCE WHAT PEOPLE NEED

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KOTTER’S 8 STEPS OF CHANGE

Source: John P. Kotter & Dan Coen The Heart of

Change Boston: Harvard Business School Press

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TIPS

• Identify your leaders/opinion drivers

• Involve them and others as early and often as you can

o In defining the change, when possible

o Giving input and participating in planning

o Implementing change

• Commit and get others to commit

o Including if the change wasn’t your idea

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PLANNING FOR CHANGE

• Why are we doing this?

• What do we hope to accomplish?

• Who will it impact?

• Who needs to participate?

• Who needs to know?

• How will they react?

• How can we support them?

• Where do we need help?

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MORE TIPS

• Communicate as much as you cano Plans, insights and context

o “We are so transparent!”

o “I swear I already said this…”

o Don’t say more than you actually know (don’t speculate)

o Even little bits along the way will be helpful

o Consider the perspective(s) of your audience and their potential reaction(s)

o Listen carefully

o If it gets tough, don’t retract; communicate more

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Source: Oxford Leadership Academy

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EVEN MORE TIPS

• Keep things moving day-to-day along the way

• Be human

• Be positive & confident

o “I am thinking about how I will…” as opposed to “I am afraid of…”

• Don’t admit (or pretend like) you don’t get it

o Learn the talking points you need to know as a leader

• Focus on removing fear

13Source: The Heart of Innovation