Change Flashcards
1
Q
Change rules
A
Good intentions
Gradual
Planned
All affected = all involved
2
Q
Internal and external forces fo change
A
Internal= rising costs, employee attitudes, education, competition, more discerning customers External = legislation, acts
3
Q
Force field analysts
A
Driving and restraining forces
4
Q
Driving forces
A
Economic gain Improve situation Challenge Future impact Growth or recognition
5
Q
Restraining forces
A
Need for security Lack of time Lack of energy Perceived loss of freedom Negative past experiences Poor plan Extra work
6
Q
Stages of change model
A
Precontemplation Contemplation Preparation Action Maintenance
7
Q
Lewins change model
A
Unfreeze
Change
REFREEZE
8
Q
Unfreeze
A
Determines what needs to change
Ensure strong support from mgmt
Create need for change
Manage and understand doubts and concerns
9
Q
Change
A
Communicate often
Dispel umours
Empower action
Involve people in process
10
Q
REFREEZE
A
Anchor changes into culture
Develop ways to sustain change
Provide support and training
Celebrate successes
11
Q
Techniques to reduce resistance
A
Education and training Coercion Negotiation Participation Manipulation Support
12
Q
Six dimensions of quality
A
Quality SAF Patient centred Effective Equitable Efficient
13
Q
Adkar
A
Awareness Desire Knowledge Action Reinforcement
