From Transactions to Transformations: how shifting our mental models moves us forward

faster

This project made possible with funding by the Institute of Museum and Library Services, through the Maryland State Department of Education, Division of Library Development and Services and Western

Maryland Regional Library

Online Follow-Up for Maryland LibrariesSummer 2014

Gail Griffith

Goals for this Session

• Share what we’ve been doing since the workshops• Shifting and questioning our own mental

models and those of others?• Your ideas for programs and services from

a new perspective?• Implementation?

• Develop strategies for dealing with change, transition, and resistance as you move forward

What Have You Been Up To?

A. Thinking about mental models I see—my own and others’

B. Talking with my colleagues about our own and others’ mental models

C. Had an idea for something transformational, based on a shift in mental models

D. Began to implement something transformational, based on a shift in mental models

E. Nothing yet—haven’t had time. (It’s summer, have you seen how busy we are?!?!?!?)

If you already have an idea or a plan, please share

• Your idea• The mental model you are ‘busting’/

transformation you are trying to bring about• We’ll ask how it’s going a little later.

Have a mic? Raise you hand and we’ll call on you. No mic? Tell us about your idea in chat.

Seen on the WikiInternal: How We Work• Staffing rotations• Use Skype for instant

messaging• Staff skills bank

Services• Get library’s programs into

the catalog• Pop-up library with tablet to

market digital services• Law Help Clinic

Policies• Alternatives to fines (food,

volunteering)• Circ staff to negotiate

customer accounts in collection

Programs (Many specific examples of programs for all ages and topics!)• Computer instruction on

demand• Expand evaluation to look for

transformations

Community Partners• Legal • Genealogy

Other• Make program space available

for quiet study when not in use

If you’ve been thinking or talking, please share

• What mental models would you like to challenge or change?

• What kinds of transformation would you like to be part of?

• Any new ideas based on what you’ve heard today or seen on the wiki?

Have a mic? Raise you hand and we’ll call on you. No mic? Tell us about your idea in chat.

http://www.bcps.org/parentu/

Check Out ALA’s Initiative

http://www.ala.org/transforminglibraries/libraries-transforming-communities

Now, back to those of you who already have an idea or a plan…• How is it going?• Who has to get on board for the

implementation to succeed? • If things are going well, why do you think that

is?• If you’re experiencing a rough patch, why do

you think that is?Even when your idea seems like a no-brainer, there are a lot of other forces at play!

39%33

%

14%14%

misc. obstacles

inadequateresources/$$$

lack of mgt. support

employeeresistance

72% = resistance + ineffective communications

Organization Cycle of ChangeOp

timism

Pe

ssim

ism

Time

Initial Phase: Uninformed Optimism

Third Phase: Determination

Fourth Phase: Informed Optimism

Fifth Phase: Success

OR Third Phase: Giving Up

Second Phase: Reality

What happens whenpeople transition?

William Bridges

Resistance

• In the eye of the beholder

• A matter or survival

• A response to something—but what?

Rick Maurer

Three Levels of Resistance

Three Levels of Resistance

Three Levels of Resistance

Turning Resistance Into Support

Make your case• Explain WHY before HOW

• Use language they understand

• Use a variety of communication channels

Level 1: I don’t get itInformation: facts, figures,

ideas

Turning Resistance Into Support

Remove fear and increase excitement about the positive aspects

• What’s in it for them

• Engage them in the process

• Be honest about any downside

Level 2: I don’t like

itEmotional reaction to the change

Turning Resistance Into Support

Tend to neglected relationships and rebuild damaged ones• Mea Culpa when needed• Keep commitments• Spend time together• Allow yourself to be

influenced, consider worthwhile ideas

Level 3: I don’t like

youTrust and

confidence

Three Levels of Support

Mind the Gap• Do you see the same

thing that other stakeholders see?

• If not, analyze the difference• Huge or small?• Data?• Urgency?• Trust?

• People must:• understand what you’re

talking about (Level 1)

• feel emotionally why the change is critical (Level 2)

• trust the source (Level 3)

In the change you want to bring about

If the answer to any of these questions is no, how will you address?

Tips on Managing Resistance

Effective Ways1. A step at a time!2. Not everyone “gets it” in the

same way—or on your schedule

3. People change if they see a chance for something better – they do not change to avoid something worse

4. You aren’t in charge of anyone else’s mind

5. Expect and acknowledge resistance

6. Change your change process 7. Expect change to take longer

than you expect

Ineffective Ways

• Ignoring resistance, expecting it go away on its own

• Not listening to the concerns of those impacted

• Underestimating the resistance

• Poor communications

Next Steps

• Survey later this year• Please do add your ideas/action plans to the

wiki, if you haven’t already http://mentalmodels.pbworks.com

• Listserv?