SESSION 2B

PERILS FROM THE DEEP

Presenter:Dr Denise Meyerson, Director, Management Consultancy International

The change MonsterBuild resilience to change!

Customer Service Conference 2013 Dr Denise Meyerson

Session Purpose

Understand the emotional side of change

Practical tips + guidelines to build resilience and reduce stress for yourself, your team and your family

Listen to your instructions

How well did you go?

What could you have done better?What did you get out of the activity?

List the emotions that you experienced during the last few minutes

The Change Monster:

All the human issues that swirl around change

Feelings of….Fear

CuriosityExhaustionLoyaltyParanoiaDepression

OptimismRageRevelation

Delight

The iceberg model

The change story = an emotional human process

The Change Curve

Discuss

• Do we look for someone, or something, or some event or circumstance to excuse or to justify behaviour?

• When does the time come when we say to ourselves – “I need to behave differently?”

• When does the time come for us to take on a different perspective or extend ourselves?

What are your top 10 tips to build

resilience to change and to reduce stress

levels?

1. Acknowledge that the monsters are there

2. Listen and observe

3. Build Emotional Intelligence levelsThe head and the heart

4. Do an Audit – what are the causes of my stress?

What is in my sphere of control and influence and what is out of my sphere of control and influence?

5. Take a total View

“Even though this incident is negative, the total view of my situation is positive.”

6. Get perspective & look at the facts

“This event is not threatening. It may not happen. This situation is not dangerous to my well being, therefore I can view it as a triviality, and …it may not even happen.”

The danger of making assumptions!

Use the Ruler Method

7. Remember that feelings around change are temporary

“This too shall pass.”

8. Say to yourself: This occurrence is not exceptional

“Many people in my situation have gone through this.”

Remember!

We all have unique personalities and we have

experiences that are universal AND the way you choose to handle them is

unique

9. Find a Distraction

“I choose to refocus my energies.”

What are your favourite distractions?

10. Do the difficult“I will face what I fear.”

Here are a few more tips….

11. Work in Parts

“I will solve the problem one step at a

time.”

Plan a party for 100 people

“I will look for a solution by

taking advice or doing further

research.”

12. Solutionise

“Since I cannot

change this situation, I

choose to let go of it.”

13. Surrender Control

Call out others on your list

that we have not mentioned

Commitments• What two things from today’s session will you focus on

in your day-to-day role?______________________________________________________________

• What do you commit to doing more of or less of?_______________________________

• What will you teach others in your team from today’s session?

________________________________

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