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IMPROVED STRATEGIC MANAGEMENT
CAPACITY PROJECT
October 2013
Change Management – Session 3
Jocelyne Rasé
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Day Three
Anticipating and coping with resistance
• Force field theory – tug of war between restraining & driving forces
• The social positions people adapt when faced with organisational change: Champions, citizens & cynics of change.
• Identify and map the resources available to you: Mavens, Connectors, Salesmen
How do you cope with conflicting situations?
• The Thomas Killman conflict resolution model
• Do you want to be right or to have a relationship?
• Avoiding Dual Thinking
Group project - blockers & enablers
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Organisational Change
Shaping a Vision (What is expected)
• Making sure that the desired outcome of change is clear, legitimate, and widely understood and shared
• SM Facilitators need to tell what change looks like
• Communicate the change of mindset necessary – to train people, run workshops, discussion groups, formally & informally with key stakeholders to make the vision alive and cascade it down
Mobilizing Commitment (Who else could be involved)
• Making sure that there is a commitment from a strong network to make the change work
• SM Facilitators need to influence and find allies
• Get management’s attention in each ministry – who else an you involve in the process?
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Organisational Change
Monitoring Progress (How we are measuring getting better)
• Making sure that progress is real, that benchmarks are set and realized
• Making sure that Key Performance Indicators KPI are established to ensure progress
• SM Facilitators need to keep a record ongoing improvement,
• Report progress to SMC project staff and MoD,
• Meet with each other to benefit from their experience
Making It Last (How we are going to keep the momentum)
• Making sure that appropriate plans are made and followed
• SM Facilitators need to make sure that that learning in one part of the institution is shared throughout the whole organisation
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Organisational Change
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Force Field Analysis - Lewin's Model
Driving forces:
• Incentives
• New enthusiastic people
• Strategic Management project
Managerial pressure
• International pressure
• Ambition
• Sense of purpose
Restraining forces:
• Loss of status
• Fear of incompetence
• Complacency – “it’s not
that bad…”
• Established work methods
• Tradition
• Culture
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Force Field Analysis
• Describe current state
• Describe a problem
• Identify the situation where the organization will end
up if no corrective action is taken
• Describe a desired state
• Brainstorm the positive and negative forces
• Review and clarify each force or factor
– What is behind each factor?
– What works to balance the situation?
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Exercise
• Identify a significant change you would like to make
• Describe state – A –
• Describe the problem you have
• Identify the situation where you will end if no corrective action is taken
(worst scenario)
• Describe the desired state – B – what you want to achieve
• Brainstorm the positive and negative forces
• Review and clarify each force or factor
– What is behind each factor?
– What is necessary to support the change?
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edilmektedir At the core of change is a dilemma
9
50%50%
DUAL THINKING: either/or, black/white, good/bad
Which voice are you going to listen to?
Doin
g N
oth
ing –
Sta
tus Q
uo
55%
60%
70%
80%
PARALYSIS
of
ANALYSIS
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Blocking factors – restraining forces
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Blocking factors – restraining forces• Lack of vision
• Lack of purpose
• Lack of understanding
• Lack of motivation
• Lack of courage
• Lack of encouragement
• Lack of incentives
• Circumstances
• Political climate
• Tradition
• The old tapes in your head
• Specific negative people “It can’t be done”
• Other priorities (family, sickness, emergencies, etc)
• Misconceptions - beliefs
• Prejudice
• Preconceived ideas
• Fear, learned helplessness
• Etc….
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Enabling factors – driving forces
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Enabling factors – driving forces
• Positive, encouraging people “It is possible”
• Clarity of vision and of purpose
• Sponsors, mentors, allies
• MoD & MoF, The court of Auditors & The Parliament
• SDUs
• TAT - Technical Assistance Team – External experts – Marko,
Kathryn, Eduardo and short term experts (TWT)
• Resources available
your past experience
the experience of other people
• Practice
• Network
• Reading – blogs, information
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Three level model
• Unfreezing - find a method to make it possible for people to let go of an old patterns that were counterproductive in some way
• Stepping out of the comfort zone - STOP the old way
• Change - change in thoughts, feeling, behavior, that is in some way more liberating or more productive – training, support, coaching, mentoring to adopt a mindset of Continuous Improvement
• Entering the stretch zone – new habits
• Refreezing - establishing the change as a new habit, so that it now becomes the "standard operating procedure”. Share best practice with others, monitor ongoing progress.
• Develop long term high performance and resilience
• Without proper refreezing, it is easy to backslide into the old ways
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Resistance to ChangeDef: ”behavior which is intended to protect an individual from the effects of real or imagined
change”
Resistance might come from…
• Frustration and anxiety: resisting a potential loss of status, pay, comfort, or power that
came from expertise under the old system
• Fear of the unknown future and about one’s ability to adapt to it
• Resentment in disgruntled employees due to a perceived unfairness of the change.
This can be strong enough to lead to sabotage.
• Seeing the change as a violation of agreement management has with employees:
loss of mutual trust, lack of loyalty, no keeping commitment
• Competing commitment that is incompatible with the desired change
•
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Tap into your network
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Optimise Your Network
MavensKnow everything
Decision
Makers
ConnectorsKnow everybody
Sales PeopleCan sell anything
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edilmektedir Exercise – Mapping your environment
MavensKnow everything
Sales PeopleCan sell anything
ConnectorsKnow everybody
Decision
Makers
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5 topics identified1. How to get engagement and support from the under secretary of
your institution? What actions would take? How would you do it?
2. How to make more coherent the various SM documents. Which
ones? and how?
3. Choose 3 strategic areas relevant to your institutions and define the
main priorities and the KPIs – Key Performance Indicators - for each
of them
4. What measures would you take to improve the SM capacity in your
institution
5. How would you ensure that there are more incentives to comply with
the SM measures?
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Force Field Analysis
• Describe current state
• Describe a problem
• Identify the situation where the organization will end
up if no corrective action is taken
• Describe a desired state
• Brainstorm the positive and negative forces
• Review and clarify each force or factor
– What is behind each factor?
– What works to balance the situation?
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What are the causes behind the problem?
What – Who are your blocking factors?
What – Who are your enabling factors?
Analysis Exercise – in sub groups – flip charts
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Anticipate Resistance
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Skill - Will
Grumpy
ExpertSM Facilitator
OK if I do
OK if I don’t
Can’t Do
Won’t DoEager Novice
Will
Skill
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edilmektedir When facing resistance – questions to ask yourself…
25
Awareness Do they know that they need to change?
Desire Do they want to change? What is in it for them?
What are the consequences for them of not changing?
Knowledge Do they have the required knowledge? How can they acquire tit?
Ability Are they able to apply skills and knowledge? Is coaching/support
required?
Reinforcement What happens when they do (or do not) display required
behaviour/way of working?
Is there positive reinforcement when they do?
Are there negative consequences when they do not?
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Attitude is everything
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Attitude is everything
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edilmektedir What is your basic attitude?
15 November 2013 30
Situation Pessimist Optimist Principle
Good event
Ex: It is sunny
"It is temporary."
"It will last for a long
time; Spring is here
to stay.”Permanence
30
Bad event
Ex: I lost the
tennis game
“I am such a failure, I
never win anything”
“Today was not my day...
I will do better tomorrow"Pervasiveness
Negative outcome
Ex: I did not get the
promotion
"I caused it;
it’s my fault”
“Circumstances
caused it.”Personalisation
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Social Roles - Champions
Mantere (2003)
• People who actively try to
participate as well as
influence the larger sphere, e.g.
other people’s opinions, larger
organizational systems, etc.
• They are ready to act as
strategic agents.
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Social Roles - Citizens
Mantere (2003)
• Acting as a part of the
strategy process, but not
active on influencing the
organization in strategic
issues transcending her
own immediate working
sphere
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Social Roles - Cynics
• The cynic is a person who has given up on the very notion of the change, regards it with occasional scorn, occasional disinterest.
• The cynics can be positive in their identification with the institution, but do not feel anything useful couldcome out of organisationalstrategy
Mantere (2003)
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edilmektedir In order to influence people to change, you need to build trust
Rapport
Ritual - Cliché
Facts - Information
Opinions - Beliefs
Emotions - Feelings
Tru
st
Ris
k
Tim
e
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Change is forced upon someone…
35
Current
State
Future
State
TIME
Optimism/Relief
Shock
Denial
Anger
BargainingAdapting
Testing
Acceptance
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Do you want to BE RIGHT
or to have a relationship?
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edilmektedir Human dilemma
37
Being loyal
to Others
Or
Being loyal to
yourself
Either
DUAL THINKING – either /or
leads to confusion, resentment,
passive aggressive behavior, anger
AND
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Competition
Win – LoseI am right
FIGHT
Collaboration
Win – WinWe can both be satisfied
ASSERTIVENESS
CompromiseBoth of us are dissatisfied
No Win - No Lose
Avoidance
Lose – LoseI don’t know
PARALYSIS
Accommodation
Lose – WinI am wrong
FLIGHT
Low Cooperation - loyalty to others High
Lo
w
Ass
erti
ven
ess
–lo
yalt
y to
mys
elf
H
igh
Thomas Killmann Model of Conflict Resolution
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Competition
WIN - LOSE
I win – We are going to the
football game
Collaboration
WIN - WIN
We go to the football game together
one day, next day to ballet
Compromise
NO WIN – NO LOSE
We are going to see a movie we don’t like
…at least the other did not win
Avoidance
LOSE – LOSE
We don’t do anything together
Accommodation
YOU WIN – I LOSE
You win, I am giving up ballet
Low Cooperation High
Thomas Kilmann modelL
ow
Ass
erti
ven
ess
H
igh
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Thomas-Kilmann Conflict Model
COMPETING: I WIN – YOU LOSE
• Is assertive and uncooperative, a power-oriented mode.
• When competing, an individual pursues his or her own concerns at
the other person’s expense, using whatever power seems appropriate
to win his or her position.
Appropriate when
• Standing up for your rights
• Defending a position you believe is correct
• Enforcing rules, legal issues, ethical matters, human rights, etc
• Safety – not negotiable
• Asserting one’s authority (ex: with your children)
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ACCOMMODATING: YOU WIN – I LOSE
• Is unassertive and cooperative.
• The individual neglects his or her own concerns to satisfy the
concerns of the other person; there is an element of self-sacrifice in
this mode.
Appropriate when
• Selfless generosity or charity
• Obeying another person’s order (ex: following a fireman’s instructions)
• Yielding to another’s point of view for a higher purpose
• Picking battles that matter
• Allowing the other to save face on an issue that matters to him (ex: going through the door first)
Thomas-Kilmann Conflict Model
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AVOIDING: I LOSE – YOU LOSE
• Is unassertive and uncooperative.
• The individual does not immediately pursue his or her own concerns
or those of the other person. He or she does not address the conflict.
Appropriate when
• Diplomatically sidestepping an issue (ex: not discussing politics or religion)
• Postponing an issue until a better time (ex: taking time to cool off)
• Withdrawing from a threatening situation (ex on the parkway)
Thomas-Kilmann Conflict Model
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COMPROMISING: NO WIN – NO LOSE
• Is intermediate in both assertiveness and cooperativeness.
• The objective is to find an expedient, mutually acceptable solution that
partially satisfies both parties.
Appropriate when
• Bargaining prices - splitting the difference
• Exchanging concessions (ex: I will give you this if you give me that …)
• Seeking a quick middle - ground position (let’s agree to disagree and not argue about that)
You have to know what you are willing to give in
and what your bottom line is – what you are not willing to negotiate
Thomas-Kilmann Conflict Model
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COLLABORATING: WIN – WIN
• Is both assertive and cooperative.
• Attempts to work with the other person to find a solution that fully
satisfies the concerns of both. It involves digging into an issue to
identify the underlying concerns of the two individuals and to find an
alternative that meets both sets of concerns.
Appropriate when
• Learning from each other’s insights
• Sharing resources
• Finding a creative solution to an interpersonal problem
• Negotiating how to work together – willingness on both sides
• Recognition of each point of view as valid and legitimate
Thomas-Kilmann Conflict Model
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FIGHT or FLIGHT?
Winner or Loser?
DUAL THINKING
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either/or – good/bad – black/white
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WIN and WIN
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Exercise in sub groups
• How do you apply those principles of TKI in your
Ministry with the people you meet
• When do you use each mode of conflict resolution?
• Give examples
• How can you handle situations better in the future?
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See you tomorrow…