Change Management and Dealing with Resistance Flashcards
What is resistance?
it comes from ignoring basic elements of a change process
How is change defined?
Change means moving to a target condition that is different from the current condition.
During a change, what questions are asked?
Question 1:
Why changing the current condition?
Question 2:
Where are we heading to?
Question 3:
How do I get there?
Question 4:
Why should I do it?
Where do you find answers about these questions for your TOS Project? • Current condition? • Why now? • Project target? • How to reach the target?
described in the project charter
What is change management?
Change Management is the indented design of changes in the three dimensions process, strategy and culture.
For a successful & sustainable change which three dimensions need to be considered?
Strategy
Process
Culture
Management is not about managing the improvement, but what?
the change process itself
What is the “Newschool” Management of change processes?
- Giving purpose / answering the Why together
- Support, connect and moderate people
What is the “Oldschool” Management of improvements?
Steering and organizing by target agreements & controlling
For change to happen, there must be what?
the willingness to leave a current stable condition
Incidents/problems/survival anxiety leads to willingness to move forward to a new stable target condition.
A balance between what is needed in every organization?
A balance between stability and instability is needed
in every organization
This is why not the biggest company wins, but the one
adapting the fastest to new customer demands.
Imagine there is a real crises in the company – a “change-or-die-situation” – how easy do you think it will be for people to accept the
change?
• very easy
And how difficult do you think it is to initiate a change if the current business is running smooth and the profit is also very good?
• very difficult
Which statements regarding change management are true?
TRUE
• Stable processes are needed to create profit
• If I see a reason to change, I am more willing to leave the current stable condition
Which statements regarding change management are false?
FALSE
• In TOS projects we always pursuit for stable conditions
• Stability means a loss of money
How do people go through a change process?
Every person who goes through a change process goes through a so called change curve.
What are the elements of a change curve?
Change
Denial
Doubt
Acceptance
What is the denial element of the change curve?
Blame others
How to recognize?
People being shocked or in denial
What to do?
Listen…only listen, do not advise or fix, just listen
What is the doubt element of the change curve?
Uncertainty/Confusion
How to recognize?
• Signs of doubt and confusion, also first signs of acceptance start showing through
What to do?
• Support/delegate direction
What is the acceptance element of the change curve?
Acceptance/ Rationalization
How to recognize?
• People start letting go of the past and begin testing and exploring the new condition.
What to do?
• Support/discuss
• Be careful, falling back by having doubts is a common use.
• From here on change workshops to show and work on details about the process make sense.
What are the next steps after change has been accepted?
Problem solving
How to recognize?
• In addition to the acceptance people start embracing the new condition..
What to do?
• Support/discuss
Moving on
How to recognize?
• The new condition is the new normal. People usually embrace the made improvement to their work
What to do?
• Support with learning
What is the challenge of change for a JLC?
Your challenge is not only to get the system, process and
structure right, but also supporting the colleagues going through the
change curve in their individual speed.
What are the different stages of the change curve in the correct order?
- Blame others
- Blame yourself
- Uncertainty/Confusion
- Acceptance/ Rationalization
- Problem solving
- Moving on
As (Junior) Lean Consultants you must take which aspects into account to effect change?
apparent and non-apparent aspects
What are Four dimensions must be taken into account in order to support change in the long term?
- Insight
Adults learn “emotionally” - Skills
Adults learn “rationally” - Culture/role model
Adults learn “socially” - Systems
Adults need support
What are the two types of resistance when change happens?
There is an active and a passive kind of resistance when change happens.
What is Active resistance (attacking)?
• raising objections, rationalizing, over detailing
People talk about it instead of trying it out e.g.: raising counter argumentation, making accusations, speaking out threats
• generalizing, trivializing, ridiculing
Withdrawal from a differentiated discussion, e.g.: focusing on trifles, joking
• arguing, building alliances, spinning intrigues
Volume in the discussion is clearly above normal, everyone is talking in confusion, objectivity is lost, attacks take place on a personal level
What is Passive resistance (escaping)?
• blocking, refusing
This includes silence, grumbling, yawning, reducing participation to a minimum, stubborn formalism
• forgetting, confusing, oversleeping, withdrawing, missing
No attention, fatigue, absenteeism, internal resignation, sickness
Attention: Can also have physical causes
• Digressing, changing the topic
Move the attention of the people to a different topic, talk about unimportant matters
• Getting confused or acting stupid
The person you’re dealing with is smarter than he/she does
What are the two signals of resistance?
There are also open and hidden signals of resistance.
What are open signals of resistance?
Signals you can recognize easily
• gestures
• language
• actions
What are hidden signals of resistance?
Signals are ambiguous
• Not clear what behavior means
What are reasons for resistance?
Violating, restricting or ignoring personal values, standards, needs or sensitivities lead to resistance.
Please note: Causes are different from person to person and depend on the context. They cannot be generalized.
What are the four steps I can take when I face resistance?
- Checking myself
• Have I provoked resistance?
• Is the resistance particularly against me?
• How is my relationship with the other?
• What is my goal? Am I too fast? - Thinking about the other person
• What does this person need?
• What does this person want to protect herself from?
• What does this person unconsciously want to achieve?
• What sense might this have had in the past? - Perceiving
• Observe and evaluate
• Take it seriously (address it and question it) - Intervening and acting
• Offer her/him to come up with own suggestions and solutions
• Tell this person that it’s all right.
• Let this person interpret the resistance
• In individual cases, e.g. have 1o1 for clarification
• For groups formal e.g. conversations with whole group
• For groups informally e.g. conversations with the most popular, most competent person or group leade
What are some examples of active resistance?
Active resistance • being cranky • being aggressive • taking opposite side • joking constantly
What are some examples of passive resistance?
Passive resistance • not being involved anymore • being silent • being inhibited • being suspicious
What are the four maxims regarding resistance in change processes?
Maxim 1
There is no change without resistance!
If resistance is not openly visible, watch out and look for the hidden one.
Maxim 2
Resistance always contains an encrypted message!
The causes of resistance lie in the emotional area (thoughts and feelings - the part of the iceberg you don’t see).
Maxim 3
Non-consideration of resistance leads to blockades!
Maxim 4
Go with the resistance, not against it!
Give room to resistance, investigate causes, engage in dialogue to clarify further procedures.
