It's Changing Again
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Transcript of It's Changing Again
Facilitated by: Mark LaPlaca Senior Training Specialist Employers Association of the NorthEast
Understand the four stages of the change process
Identify the unique needs of the four generations in todays workforce
Increase acceptance and competence
Employee Resistance to Change
Its not the progress I mind, its the change I dont like.
- Mark Twain
BUSINESS CHANGE (project/task management)
BEHAVIOR CHANGE (change management)
The change process must achieve both business and behavior aspects
Communicating the Change
What is your message?
Who is your audience?
Failure to Communicate
Two Levels of Organizational Change
Above the Waterline
Below the Waterline
Impact of Intentional vs. Imposed
Intentional Change Imposed Change
Is a conscious decision vs.
Is anticipated vs.
Is gradual vs.
Solves problems vs.
Provides new opportunities vs.
Is a decision without choice
Stages of Transition through Change
Stage One - Denial
People in denial:
Avoid the topic of change as much as possible.
Act as if nothing is happening.
Focus on little details and ask picky questions.
Question the data or method used to make decisions.
Stage Two - Resistance
People in resistance:
Show anger / complain.
Disparage or doubt the wisdom of the change.
Refuse to go along or pretend to go along.
Resistance The top obstacle to successful change is
associate resistance at all levels: front-line, middle managers, and senior managers.
Resistance is a natural and inevitable part of the change process.
The most difficult resistance is that which is covert.
Ignoring resistance will only make it stronger and more contagious.
Thank people for raising issues and expressing their resistance.
Causes of Resistance
Associates resist because they lack awareness of the change, are comfortable
with the ways things are, and fear the
Middle managers resist change because of fear of losing control and overload of
current tasks and responsibilities
Expect the most resistance from the people who have the most to lose with the change
How to Appreciate a Fine Whine
1. Acknowledge that you value resistance
2. Provide easy feedback channels
3. Leverage informal leaders, positive and negative
4. Understand their Frame Of Reference (FOR)
Stage Three - Exploration
People in exploration:
Seek to learn and discover possibilities.
Take risks and try new things.
Want to solve problems
Begin to see the vision
Stage Four - Commitment
People in commitment:
Feel confident and in control.
Are comfortable with change.
Feel more mastery and less stress.
Are up to speed on the technical changes.
Stages of Transition through Change
Four Generations in the Workplace
Although in their 70s now, many are still active in the workplace. They are technology
avoiders. It isnt intuitive to them, and they are often afraid of breaking something. In the
workplace, they may argue that the old ways
are the best ways. Pens and paper are their
friends. Many got through that entire VCR
fad without learning how to record, and they hope other technologies are just as transient.
Allow the employee to set the rules of engagement
Ask what has worked for them in the past and fit your approach to that
Let them define quality and fit your approach to that definition
Use testimonials from the nations institutions (government, business, or
Emphasize that youve seen a particular approach work in the past,
dont highlight uniqueness
The Baby Boomers
(1945-1964) are technology acceptors. Many
are frustrated that they barely learn how to
deal with the latest release of a gadget before
they have to start learning another. They can
handle computers and smart phones, but
typically absorb just enough to make them
functional. They will cautiously take on a new
technology. but only after they are sure its going to stay around for a while.
Show them how you can help them use time wisely
Assess their comfort level with technology in advance
Demonstrate how important a strong team is
Customize your style to their unique needs
Managing Boomers Emphasize that working with you will
be a good experience for them
Emphasize that their decision is a good one and a victory for themtheyre competitive and want to win
Follow up and check in and ask how the individual is doing on a regular
(1965-1980) are technology adopters. They
are likely to take pride in owning new
gadgets; having the latest gizmo is a status
symbol. Technology has always played a
central role in their offices and
communications. It is a tool, and one they
cant function very well without..
Put all the options on the table
Be prepared to answer why
Present yourself as an information provider
Use their peers as testimonials when possible
Appear to enjoy your work remember carpe diem
Follow up and meet your commitments. Theyre eager to improve and expect you to follow
(1981-2000) are technology anticipators.
It is so entwined in their daily life that they
are surprised when it cant do something. If their device lacks a capability, they hit the
Internet to search for the program, app or
widget that will make it possible.
Offer customizationa plan specific to them
Offer peer-level examples
Spend time providing information and guidance
Be impressed with their decisions
Progress might have been all right once, but it
has gone too long
Leading Change: Summary
Change is viewed by each individual from his/her own frame of reference
Resistance is a natural part of the change
Must define new expectations early
Reward and recognize small changes
Always focus on desired outcomes