© KMD A/S

HUMAN BEINGS

& ITIL

DIAS 1

VERSION 1.2 2014

11. OKTOBER 2014

© KMD A/S

_Management consultant

_ITIL® ekspert

_TIPA Lead Assessor

_NLP Master Practitioner

_Mærsk Line, Engineer

_CIO, University Hospital Odense

_Management, KMD

_Dad, three wonderfull girls

_Burning desire - psychologi and history

_To find meaning and reason

ERIK BARTHOLDY

3.300 employés Pretty much everything in it

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I AM GOING TO TALK ABOUT

Is ITIL invented in Africa?

Are other animals using ITIL?

What is going on, inside the head of your colleague?

”How to” – getting succes with CHANGE

© KMD A/S LET’S START OUT IN AFRICA

Production Plant in 1million years By the way, that’s more time, than Homo Sapiens has been here

© KMD A/S OTHER SPECIES ARE ALSO USING ”ITIL”

SOCIAL AGREEMENTS = GOOD STRATEGY

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IF IT IS NATURAL - WHY IS IT THEN SO DIFFICULT TO GET PEOPLE

TO WORK WITH (ITIL) PROCESSES?

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11. OKTOBER 2014

DIAS 7

INPUT

OUTPUT

BEHAVIOR

Values &

Beliefs

- experience

- Learnings

- cultur

- language

Your unique perception of the world

FILTERS

- GENERALIZATIONS

- DELETIONS

- DISTORTIONS

Emotion & physiology

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REACTION TO CHANGE

Time

Perf

orm

ance

chock

denial

External blame

Internal blame

accept

optimal performance

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NO NEED TO CHANGE

© 2008. Based on OGC ITIL® material. Reproduced under licence from OGC

complacency

No visible

threats

To many

resources

Low overall

performance

standards

Narrow

measurering

Wrong

performance

indexes Lack of external

feedback

Kill the messenger

Limited cognitive

resources

To much

“happy talk”

John P. Kotter, HBR marts/april 1995

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HOW DOES ITIL FIT IN????

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BEST PRACTICE – GOOD PRACTICE

Service Strategy Figur 2.5 Proces modellen Based on ITIL® material © Crown Copyright 2011 licens of AXELOS Limited

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ARE HUMAN BEINGS MACHINES?

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DIAS 13 MY OWN JOURNEY WITH ITIL® - AND NLP

As CIO at Odense University Hospital I would have loved ITIL

Working with ITIL in KMD, something was missing?

How do you get people to se the need of change – and how do you get them to change?

For me, some of the answers were, and still are - NLP

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QUICK ”TOUR DE NLP”?

”Invented ” in the 70’s in USA

Richard Bandler og John Grinder

-Neuro

-Linguistics

-Programming

It is NOT a religion

-Practical tools from psychology

-State of mind, mood &

motivation

11. OKTOBER 2014

DIAS 14

Also to proff. Business

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EVERYTHING STARTS IN THE BRAIN

The Neocortex

- Newest invention, 1 mio.

year

- Logic

- Creativity

- Language

Reptile brain - Freeze - Run - fight

Limbic system - Amygdala - Chemical factory - Data and Memory - ”The Clan Brain”

Slow

Fast

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DEMO – THREE CAKES - PICK THE LARGEST ONE

Smallest

Biggest

Medium

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THE BRAIN - THE SMALL CHEMIST ...

Dopamin - short termed happiness, shopping, having sex, playing poker!

Serotonin – long termed happiness, Prozac, keeping you in marrige etc.!

Endorfin – reward, fysical satisfaction after etc woorking out

Why?: The power of evolution

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THE BRAIN IS STUPID

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PERCEIVE

In general, abstract or concrete detail

Field of interest

People, things, places, information

Toward or away from motivated

Mismatches or matching

Processing Logical thought or feeling

Internally or externally Judge

Past - present - future orientation

Long-term or short-term time perception

Acting Extrovert or introvert

Proactive or reflexive

Possibility or procedure-oriented

Independent - Proximity - team

META PROGRAMMES

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REPRESENTENTIAL SYSTEMS

What are you seeing?

What are you hearing?

What are you feeling?

What are you thinking?

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PERCEPTUAL POSITIONS

You -Seeing -Hearing -Thinking -Feeling

Counterpart -Seeing -Hearing -Thinking -Feeling

”Outside” -Seeing -Hearing -Thinking -Feeling

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IN COMMON – ITIL & NLP

Both ITIL and NLP is rooted in the study of

the excellent

Both is helping people to do something

else rather than what they usually do

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WHAT TO DO

You now know

• Social processes, in other words, trying

to get order in chaos - is a part of our

DNA

• Your brain is BY DESIGN desperately

trying to avoid change

• Every human being in this universe

experiences the world in different ways

and are motivated in different ways

With this in mind, you have to implement

changes

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HOW DO I CREATE MOTIVATION

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HOW TO USE MODEL OF PERCEPTION

Listen very carefull

Ask the right questions

What people say revieals personallity, perceptions etc.

- You ought to …..

- Says who?

- Everyone is …..

- Everyone?

- I cannot ..….

- When was the last time you had succes with …. ?

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USEFULL TOLLS

When speaking to ”many

people” use META

PROGRAMMER, all

personalites will be present

Prepariation or evaluation - Use 1,2 & 3 person

Communication in general, is the counterpart ”seing, hearing, fealing or thinking”?

PERCEIVE In general, abstract or concrete detail Field of interest People, things, places, information, things Toward or away from motivated Mismatches or matching

Processing Logical thought or feeling Internally or externally Judge Past - present - future orientation Long-term or short-term time perception

Acting

Extrovert or introvert Proactive or reflexive Possibility curve or procedure-oriented Independent - Proximity - team

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FOCUS ON PROBLEMS

Away from motivated

Problem-oriented - useful and limiting Development of technology effectively to improve & correct Development of organizations and people: The use of costly energy, finding the guilty, creating weakening of confidence If there is anything we know about learning, it's "when the defense comes up, then go down the learning process" (Freeze, flee, fight)

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OFFENSIVE FOCUS

Towards motivation

Offensive focus

- What would you like to achieve?

- What does it give you?

- When do you know you are there?

- What happened to get there, what did you do? What did others do? How will others notice the change? Provides a positive state of mind

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”HYPNOSIS” & NUDGING

Hypnotic language skills

Implement commands in

the language – cheating our

awareness

Nudging – making it easy

to do ”the right things” Study after study demonstrates how we have limited cognitive resources available when we must navigate an increasingly complex world. We get tired, take mental shortcuts to omit important details, and we often motivated by short-term perspective.

© KMD A/S TO CREATE PURPOSE – NEUROLOGICAL LEVELS

Enviroment Where we are, with whom, market, customers etc.

Behaviors What are we doing?

Capabilities What are we able of?

Values & beliefs What is important?

Identitet Who are we?

Mission & Vision Part of?

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HUMAN BEINGS & ITIL – AND WHY IT IS IMPORTANT TO KNOW HOW

THE BRAIN WORKS

You now know, that there is no single objective

reality, only your subjective conception

You now understand the organization and processes

are natural and part of our DNA

Most important when working with change – it has to

make sense - we are trying to change habits - and it

takes time

NLP (and other psychological magics) can be used as

a tool to get individuals to work with commitment

around a common goal - NLP can be used to help

succeeding with ITIL