Managing Change

April 15, 2011Linda Gordien, Cardinal Health

47th Annual Conference Surviving Healthcare Reform-Bridging the Gap

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Change, some are hard some are easy• Leading condiment 15 years ago- Ketchup

– Today Salsa

• Ambiguity is the enemy of change

• Clarity helps us get through change

• Knowledge is rarely enough to create change– Example- Cigarette packaging outside the US

• Emotion Sparks Change

• Technology and Fashion= constant changes

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Fashion Changes every year..or does it?

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To quote a famous speaker…“Time for a Change”

• “They are waiting to be lead”• Everyone wants to do something to help, but

nobody wants to be the 1st (Pearl Bailey)

• Adopt a go beyond mentality

• Feel comfortable with change!!

• Let’s get started!!

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Goals of our time together

• Develop a common language to help us all get through change

• Tools to help us work together

• Understand what we are feeling as change occurs be it professional or personal

• Develop ways to help each other through changes at work and possibly at home as well

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Change and Transition

Change: an event that is observable, situational, external to oneself. It starts with a beginning. Change sets into motion the transition process.

Transition: is psychological, it is a three phase process that individuals go through over time to come to terms with the external changes. It starts with an ending.

“Unless transition occurs, change will not…” William Bridges

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William Bridges, Author and Consultant on human and organizational change wrote:

States that within all change experiences there are three Phases:

1. Ending, Losing-”letting go of the old ways

2. The transition or Neutral Zone-”Critical psychological realigments and repattering take place.”

3. The New Beginning- new identity, new energy, new sense of purpose

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Changes in the Industry and Market

• Health Care Reform

• Budget cuts

• New Safety regulations (never events)

• More Data than we know what to do with

• Aging population

• Aging parents

• Demands of your family…

• Retirement????

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Key take aways on how to lead change

• Time and energy are the main cost of change

• If everyone is extremely happy with the way things are, it is more difficult to change them

• If current dissatisfaction is high enough, then anyone can change, regardless of age

• Change shouldn’t depend on your comfort zone, but what is needed for a particular situation

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Phases of individual transition

Endings

The Neutral Zone

New Beginnings

How do you manage the depth and duration of the transition?

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Stages of individual transition

Endings

The Neutral Zone

New Beginnings

Numbness

Anxiety

Shock

Confusion

Anger

Fear

Frustration

Cynicism

Hope/Skepticism

Acceptance

Impatience

Curiosity

Enthusiasm

Trust

Excitement

Relief

Denial“Never”

Resistance“Someday, Maybe”

Exploration“Now Feels Right”

Commitment“Forever”

“Preparation, Soon”

Valley of Despair

INTENT TO PROTECT

Focus: PAST

Emotion: FEAR

Internal Process:

REACTION (automatic)

Attitudes:

Threat

Defense

Judgment

Blame

External Focus:

CONFLICT (win / lose)

Outcome:

SEPARATION

INTENT TO LEARN

Focus: PAST/PRESENT

Emotion: EXCITEMENT

Internal Process:

CRITICAL THINKING

Attitudes:

Opportunity

Flexibility

Acceptance

Curiosity

External Focus:

RESOLUTION (win / win)

Outcome:

CONNECTION

Change Is NeutralNEUTRAL

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“It’s not so much that we’re afraid of change or so in love with the old ways, but it’s that place in between that we fear……It’s like being between trapezes. It’s Linus when his blanket is in the dryer. There’s nothing to hold on to.

- Marilyn Ferguson, American Futurist

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The Valley of Despair

“I can survive the old way. I can survive the new way. It’s the *&%$# transition that’ll kill me.”

Bruce Rupport

Agway

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3 Behaviors that keep someone in the Valley of Despair…

1. Made Up Stories

2. Excess Baggage

3. Circle of Influence, Circle of Concern

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Seven Dynamics of Change

1. People will feel awkward, ill-at-ease and self conscious

2. People will think about what they have to give up

3. People will feel alone even if everyone else is going through the change

4. People can handle only so much change

5. People are at different levels of readiness for change

6. People will be concerned that they don’t have enough resources

7. If you take the pressure off, people will revert back to old behavior

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Your Support Network

• Cheerleaders

• Esteem builders

• Role models

• Technical supporters

• Advisors

• Celebrators

• Catalysts

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A little training exercise….

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• bed

• rest

• awake

• night

• dream

• eat

• snooze

• nap

• relax

• sound

• slumber

• snore

12 Words 15 seconds

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Now write the 12 words you observed….

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• bed

• rest

• awake

• night

• dream

• eat

• snooze

• nap

• relax

• sound

• slumber

• snore

12 Words

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“I was telling myself all sorts of awful things, and what’s worse, I believed me.”

Excerpt from “Aftershock”

Thank You!