Managing Change in the Workplace:
A 12-Step Program for Success

Ralph L. Kliem and Irwin S. Ludin

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(c) 1999
140 pp. (paper)
ISBN: 0-9664286-1-7


1. Customer
The success and assumptions of the past may no longer apply. The true value of the work being performed lies in the value that it delivers to the customer. Value is determined by the customer's expectations.

2. Challenge
When faced with a negative situation, such as not providingvalue to the customer, there is a challenge to (1) define andunderstand the situation and (2) present the need for change to the stakeholders.

3. Commitment
Change will not occur simply by spewing facts and data orbarking orders. The stakeholders need to feel the underlying need for change and they need to have the requisite skills, including teambuilding skills, for executing change.

4. Conceptualization
For change to be purposeful, it must be focused by a vision.The vision should be arrived at by consensus and guided by a master plan. It is important to communicate the vision to all the stakeholders.

5. Communication
It is crucial to keep open channels of communication--both positive and negative, up, down, and across hierarchical levels--thhoughout the change process.

6. Change
The vision and the plan are themselves never static. Expect and manage alterations to each of them.

7. Culture
A major contributor to resistance to change is culture. The way to handle cultural resistance is to get compliance throughinvolvement rather than command and control.

8. Caretaking
Resistance to change may arise from fear, frustration, or otherfactors. The targets, agent, and champions of change need to be involved in identifying and overcoming these obstacles.

9. Conflict
Conflict is natural and should be acknowledged rather thanignored. The first step in managing conflict is identifying the source rather than placing blame.

10. Coping
Training is an important coping strategy when conflictintensifies. Training is a continuous activity that occurs upand down the chain of command.

11. Concentration
Putting out fires should be the exception, not the norm. To keep from getting distracted, it is critical to set priorities and stick to them.

12. Celebration (and Continuation)
It is important to appreciate the progress made and recognize the contributions of those achieving change. It is equally important to maintain momentum. Left alone, change may slow and even halt. Change must be continuously nurtured.

Appendix A: Vision Statement Drafted by Santa and the Elves
Appendix B: 12 C's of Christmas

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