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SESSION 2B
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Transcript of SESSION 2B
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SESSION 2B
PERILS FROM THE DEEP
Presenter:Dr Denise Meyerson, Director, Management Consultancy International
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The change MonsterBuild resilience to change!
Customer Service Conference 2013 Dr Denise Meyerson
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Session Purpose
Understand the emotional side of change
Practical tips + guidelines to build resilience and reduce stress for yourself, your team and your family
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Listen to your instructions
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How well did you go?
What could you have done better?What did you get out of the activity?
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List the emotions that you experienced during the last few minutes
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The Change Monster:
All the human issues that swirl around change
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Feelings of….Fear
CuriosityExhaustionLoyaltyParanoiaDepression
OptimismRageRevelation
Delight
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The iceberg model
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The change story = an emotional human process
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The Change Curve
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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?
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What are your top 10 tips to build
resilience to change and to reduce stress
levels?
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1. Acknowledge that the monsters are there
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2. Listen and observe
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3. Build Emotional Intelligence levelsThe head and the heart
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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?
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5. Take a total View
“Even though this incident is negative, the total view of my situation is positive.”
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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.”
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The danger of making assumptions!
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Use the Ruler Method
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7. Remember that feelings around change are temporary
“This too shall pass.”
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8. Say to yourself: This occurrence is not exceptional
“Many people in my situation have gone through this.”
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Remember!
We all have unique personalities and we have
experiences that are universal AND the way you choose to handle them is
unique
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9. Find a Distraction
“I choose to refocus my energies.”
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What are your favourite distractions?
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10. Do the difficult“I will face what I fear.”
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Here are a few more tips….
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11. Work in Parts
“I will solve the problem one step at a
time.”
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Plan a party for 100 people
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“I will look for a solution by
taking advice or doing further
research.”
12. Solutionise
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“Since I cannot
change this situation, I
choose to let go of it.”
13. Surrender Control
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Call out others on your list
that we have not mentioned
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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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