starts with a discussion - iise.org · texting while walking accidents less anxious parents more...
TRANSCRIPT
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Starts with a Discussion
Jennifer Hooks, MBA
Medical University of South Carolina
Six Sigma Master Black Belt
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98% of all change initiatives
evaluated as unsuccessful
had good technical solutions or approaches
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Poll Question
What do you think is the major cause of change initiatives failing?
a. Strategy Not Clearly Communicated
b. Lack of Support by Key Leaders
c. Decision-Makers Do Not Understand the Relevance
d. Lack of Resources
e. Technology Needed is Not Available
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People issues
cause change initiatives
to fail
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People SideTwo sides of change
• Executive summary
• SIPOC
• Process map
• Fishbone
• Implementation plan
• Control plan
• Data
Technical Side
• Engagement
• Understanding
• Knowledge
• Commitment
• Communication
• Support
• Fear
• Attitude
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How do you feel about change?
Degree of choice about the changeChange Agent
• Conscious decision• Seems gradual• Solves a problem• Seems logical• Provides new opportunities
Change Target
• Out of their control• Seems sudden• Creates problems• Seems arbitrary• Disrupts routine
Sees change as intentional
Sees change as imposed
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Perspective
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Bell Curve of Change
Innovators2.5%
EarlyAdopters
13.5%
Early Majority
34%
Late Majority
34%
Laggards16%
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The Road Signs to Change
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OPPORTUNITYISNOWHERE
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Build Mutual Need for Change
1. Establish importance
2. Identify barriers
3. Build momentum
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Threats and Opportunities
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Threats and Opportunities
• More injuries
• Angry people
• Higher burden on
police
• Fewer injuries
• More face-to-face
communication
• Better posture
• Increase in ED
visits
• Higher loss of life
• Disrupted traffic
patterns
• Decrease in ED
visits
• Parents less anxious
over student safety
• Police able to do
other things
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Create a Shared VisionChange is emotional
Communicate from inside out
WHY?
HOW?
WHAT?
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Stages of Change
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15 WordsHow do I feel about the change?
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15 WordsHow do I feel about the change?
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Visualize the Future State
1. Appeal to heads and… hearts
2. Paint a picture
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What Will the Future Look Like?
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What Will the Future Look Like?
More people talking
to each other
More time for ED doctors to
see other patients
Less distractions
Less injuries
More situational awareness
Less lawsuits related to
texting while walking
accidents
Less anxious parentsMore safety for pedestrians
and drivers
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Get Buy-In and Commitment
1. Understand levels
of commitment
2. Identify potential
resistance
3. Develop a strategy
to overcome
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I’m all for it but…
It won’t work in this
department.
This is just a fad.
It’s against
tradition.
Everything is fine. We
don’t need to change
anything.
I’m uncomfortable with change.
No one asked me.
That will never work because...
What’s in it
for me?
We’ve already tried
that and it didn’t work.
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&
CUL UREValues Beliefs
Norms &Assumptions
Behaviors
History
Artifacts
S Y m b o l sCeremonies
& Celebrations
&
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Stakeholder Analysis
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Stakeholder Analysis
Students XTaking away
personal freedoms
Show data of number of injuries
explain only asking to stop and
then text. Not stop texting
ED doctors X
Parents
Cell phone
companies
Police
X
X
X
Taking away
revenue/imposing
restrictions
Show data of number of injuries
explain only asking to stop and
then text. Not stop texting
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Stakeholders’ Willingness to Change
Participation and
Involvement in Decision Process
Involvement in Discussion
Listening with FeedbackListening Alone
No Involvement
Commitment to change
Willing to change
Begins to understand need for change
Neutral feeling toward change
Ignores change
Source: Endeavor Management 2012
Un
de
rsta
nd
ing
and
Co
mm
itm
en
t
Involvement
0% 20% 40% 60% 80% 100%
100%
80%
60%
40%
20%
0%
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Reinforce Change
• Burn bridge leading to old way
• Enable new behavior
• Make it part of the culture
• Provide consistent, visible,
tangible reinforcement
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Evaluate Progress
• Establish milestones and accountability
• Make progress visible
• Maintain momentum
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Communicate
Why?How? What?
When?What’s in
it for me?
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Communication Plan
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Communication Plan
Students
Inform them the
decision has been
made to ban texting
and walking
Town Hall
meeting
6/10/2017 Campus
President
Cell phone
companies
Need your support to
help stop texting and
walking; decision has
already been made
In-person
meeting with
executives
6/1/2017Campus
President &
parents
ParentsNeed your support to
help stop texting and
walking; decision has
already been made
Email & hard
copy letters6/1/2017 Campus
President
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Celebrate wins – small and big
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Tools to start the discussion
✓Threats & Opportunities
✓15 Words
✓Visualize the Future
State
✓Stakeholder Analysis
✓Communication Plan
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On the road to SUCCESSFUL change…
• Involve team in decision making when possible
• Communicate threat of not changing
• Minimize uncertainty and fear
• Be transparent
• Communicate, communicate, and communicate some more
• Celebrate success
If you are a passenger…
• Choose how you want to respond
• Assess threats and opportunities
• Ask questions/gather information
• Can you be a change agent?
• Look for ways to be part of the solution
• Challenge your perception of the situation
If you are driving…
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