|
Managing Change in the Workplace: |
||
|
Ralph L. Kliem and Irwin S. Ludin |
||
|
$13.95 |
(c) 1999 |
|
Contents
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
Index