Workshop-LaToya Gilbert & Wendy Beck-Understanding the Big Picture for Your Change Strategy
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1 LaToya Gilbert and Wendy Beck April 14, 2014 Understanding the Big Picture for Your Change Strategy
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WellPoint representatives, LaToya Gilbert and Wendy Beck, provide scenarios where they were able to apply performance consulting to help clients develop a change management strategy. Gilbert and Beck discuss how completing an analysis and gaining feedback, help identify areas of focus for communication, setting expectations and reinforcement.
Transcript of Workshop-LaToya Gilbert & Wendy Beck-Understanding the Big Picture for Your Change Strategy
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LaToya Gilbert and Wendy Beck
April 14, 2014
Understanding the Big Picture for Your Change Strategy
Time
People
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Leaves
Seasons
Weather
Before we continue…
“I like to move it, move it”
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What happens when people experience change?
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Change Curve
http://4.bp.blogspot.com/-hPd6qKX86Tg/UF7dIqaedtI/AAAAAAAAExg/5lX6eUX2P10/s640/Transition+Curve.png
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Scenario #1
Manager requesting
trainingTeam going live with a
new productNo training availableNew manager
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Scenario #1: Conducting Analysis
Ask questions to get
an understanding of
what is going on from
their perspectiveObserve associates to
determine if what
they say is what they
are doing
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Have the tools/resources to do their job Number of cases expected to manage Little communication about what’s coming Do not have clear expectations about transition Face-to-face visits
Scenario #1: Findings
Communication plan for implementation Revisit expectations for case load Reset expectations for care coordination vs. complex
case management Continue with plan for rounds revamp and Q&A tool Coaching/mentoring through complex case
management Evaluation for implementation
Scenario #1: Recommendations
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Scenario #2
Request for communications
New technology
implementation across
teamTwo new leaders
promoted in middle of
technology rollout
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Scenario #2: Conducting Analysis
Ask questions to get
an understanding of
what is going on from
their perspectiveObserve associates to
determine if what
they say is what they
are doing
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• Massive nationwide product overhaul in progress• Many/Most working 50+ hours a week• Located across the US plus some internationally• Communications easy to miss in vast amount of emails
coming in• Frustrated about transitioning to new system in the
middle of so much work• Love the old system, even with its limitations• New leaders focused on workload, everything else
second in line
Scenario #2: Findings
Met with new leaders to clarify work and expectations, and to get commitment
Identified blended learning training solution• Online learning (available 24/7) outlining new system,
core functionality, key concepts• Processes and procedures made available online• Multiple Q&A sessions scheduled
Communications included consistent, specific, clear subject line for easy identification
Communications were short, to the point, not flashy but still friendly
Monitor feedback
Scenario #2: Recommendations
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Let’s practice!
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Practice Scenario
Listen to the following scenario Determine which questions you need to ask in order to
help the client Using your template, document the recommended
change plan
Restructure of customer service organization New manager with new team alignment Taking over administrative tasks to allow the other group to
focus on customers Using same systems
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Practice Scenario: Customer contacts us requesting training
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Practice Scenario: What questions would you ask?
? ? ?
Reminder:•People•Process•Technology•Metrics
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Practice Scenario: Conducting Analysis
Reminder:What did you
hear?
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Finding Finding Finding
Practice Scenario: Findings
Reminder:Summary
of what you heard
Recommendation Recommendation Recommendation
Practice Scenario: Recommendations
Reminder:Report-out to the business
Should be actionable
steps in support of the overall change
strategy
Take a look at the big picture to understand how you can effectively impact people experiencing change
Meet with the leader AND the associates to get a clear understanding of the issue (perspectives)
Identify the non-negotiables upfront Tie metrics to business results to ensure you can
measure the impact
Best Practices/Tips & Tricks
Questions
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