patient advisors as change agents
TRANSCRIPT
How to be an effective change agent!
October 16, 2015
Marlies van DijkAlberta Health Services
@tweetvandijk#PFAC2015
What is a Change Agent?
• Champion for change• They name things that others don’t see yet• Point to new horizons• A person who acts as a catalyst for change• One who resist status quo when they see
there could be a better way
“The people who are
crazy enough to think that
they can change the
world are the ones who
do”
What are your top three challenges in leading change?
1. Afraid I might hurt my reputation/career
2. The lead on the project resists most new ideas
3. Hate dealing with conflict and controversy
4. Working through approval processes makes me crazy
5. My ideas go against the culture of my organization
6. Don’t know enough about how to lead change
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Which one of the following best characterizes your change efforts?
1. Influencing people resistant to change2. Trying to get complacent people to care3. People agree with me but I see no or little
action as a result of this4. Leading a group of committed change agents
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What problem are you trying to solve?12
Change Agent Value…
33.7%Source: Lois Kelly, Organizational Radicals, Foghound Study
Troublemaker Vs Radical (Change Agent)“Troublemaker” “Radical”
Break Rules Change Rules
Complain Create
Assertions Questions
Me-Focused Mission-Focused
Anger Passion
Pessimist Optimist
Energy-Sapping Energy-Generating
Alienate Attract
Problems Possibilities
Worry That Wonder If
Doubt Believe
Social Loner Social
Source: Lois Kelly, Organizational Radicals, Foghound Study
Where do you fit?Have you shifted between the two?
Table Discussions
Constructive Conversations• Constructive
what/if conversations examine assumptions, open up possibilities, invite everyone to contribute and value all points of view Lois Kelly,
Foghound#WhatifAB
Possibilities• Ask questions that highlight
possibilities vs. damn the problems• Problems create energy, problem
dissing saps it
Lois Kelly, Foghound
Christina Costello,Babson Entrepreneur Experience Lab
Create Clarity• Communicate in ways that creates
clarity from complexity• Define context, relevancy, value
Lois Kelly, Foghound
Let It Breathe• Velocity scares
people• If we go to fast, we
can mow over people, hurting our chances to affect change
• People often need time to absorb a new way
Lois Kelly, Foghound
Listen• Ask good
questions• Become a keen
listener• Curiosity
Lois Kelly, Foghound
1. able to join forces with others to create action2. able to achieve small wins which create a sense
of hope, possibility and confidence3. More likely to view obstacles as challenges to
overcome4. strong sense of “self-efficacy”
belief that I am personally able to create the change
Four things we know about successfulChange agents
Source: adapted from Debra E Meyerson
CHANGE
meBEGINS WITH
What is something that hasworked for you?
Table Discussion
Framing“People change what they do less because they are given analysis that shifts their thinking than because they are shown a truth that influences their feelings.”(John P Kotter (2002), The Heart of Change)
Framing• Connect with people’s hearts and
minds• Turning opportunity into action• Hooks to pull people in• Springboards for mobilizing
support• Need to be authentic and connect
with reality
https://www.youtube.com/watch?v=CNhYbJbqg-Y
#SCHR #Quality2015 @HelenBevan @BoelGare @jackielynton
Effective framing: what do we need to do?
1. Tell a story2. Make it personal3. Be authentic4. Create a sense of “us” (and be clear who the “us”
is)5. Build in a call for urgent action
Source of image: woccdoc.org
Source of image: installation by the artist Adam Katzwww.thisiscolossal.com
Via @NeilPerkin
https://www.youtube.com/watch?v=sfmQvc6tB1o
#SCHR #Quality2015 @HelenBevan @BoelGare @jackielyntonImage copyright: http://13c4.wordpress.com/2007/02/24/50-reasons-not-to-change/
is the new normal!
“By questioning existing ideas, by opening new fields for action, change
agents actually help organisations survive and adapt to the 21st Century.”
Céline SchillingerImage by neilperkin.typepad.com
Source: Lois Kelly http://www.slideshare.net/Foghound/rocking-the-boat-without-falling-out
What are you trying to change and how is it going?
Are people changing things or behaviors?
Do you see movement? how did it go over?
Magical thinking Assumptions
Fears
Love way it wasCertainty
Discomfort
Why is change so hard?
Time
That which we’re afraid or unable to admit
40
• If you’re not part of the solution, you’re part of the problem.• If you’re not part of the problem, you can’t be part of the solution.
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#SCHR #Quality2015 @HelenBevan @BoelGare @jackielynton#SCHR #Quality2015 @HelenBevan @BoelGare @jackielynton
Building self-efficacy: some tactics1. Create change one small step at a time2. Reframe your thinking:• failed attempts are learning opportunities• uncertainty becomes curiousity
3. Make change routine rather than an exceptional activity4. Get social support5. Learn from the best
#SCHR #Quality2015 @HelenBevan @BoelGare @jackielynton
Self-efficacy
“If you think you can or think you
can't, you are right.”
Henry Ford
“The ability to act is tied to a belief that it is possible to do so”
Albert Bandura
There is a positive, significant relationship between the self-efficacy beliefs of a
change agent and her/his ability to facilitate change
and get good outcomes
Source of image:www.h3daily.com
C http://www.slideshare.net/AndreaWaltz/gfn-slidesharegfnhandling-rejectionpositively
Source: http://www.slideshare.net/AndreaWaltz/gfn-slidesharegfnhandling-rejectionpositively
Source: http://www.slideshare.net/AndreaWaltz/gfn-slidesharegfnhandling-rejectionpositively
Source: http://www.slideshare.net/AndreaWaltz/gfn-slidesharegfnhandling-rejectionpositively
Source: http://www.slideshare.net/AndreaWaltz/gfn-slidesharegfnhandling-rejectionpositively
Source: http://www.slideshare.net/AndreaWaltz/gfn-slidesharegfnhandling-rejectionpositively
Make it a personal PERFORMANCE
target.
Source: http://www.slideshare.net/AndreaWaltz/gfn-slidesharegfnhandling-rejectionpositively
Research from the sales industry:How many NOs should we be seeking to get?
• 2% of sales are made on the first contact• 3% of sales are made on the second contact• 5% of sales are made on the third contact• 10% of sales are made on the fourth contact• 80% of sales are made on the fifth to twelfth
contact
Source: http://www.slideshare.net/bryandaly/go-for-no
How have you handled “no”before?
Any other strategies to cope with it positively?
Table Discussion
Patients are our best businessconsultants as they provide an
outside view to providers
Imagining and leading change may be the most important professional competency you can practice.
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The Action
@pts4chg@epatientdave@reginaholliday
www.patientslikeme.cawww.ChangeDayAB.ca
#ChangeDayAB
