Navigating the Change Process Successfully

Overview/Description
 Consider the difference between a group of people playing musical instruments verses the MAGIC of a talented symphony orchestra! Imagine your service team playing with that same magic! Transformation is tricky. Change is challenging. Discover exactly how to create needed changes and lead with skill and precision. Avoid the traps and recognize the subtle skills required for successfully transforming your service team into that orchestra! Acquire the ability to stay on track and continually gain momentum throughout the change. Most importantly, you will gain deep insight into the psychology of change. How it impacts you, the team and the organization.

Target Audience
 Managers, supervisors and coaches

Expected Duration
4.0 hours

Lesson Objectives:

The Nature of Change

  • identify the characteristics basic to the nature of change.
  • identify key drivers of change.
  • recognize fundamental issues contributing to the magnitude of changes.
  • identify stress levels leading to desire for control.
  • identify methods for keeping teams committed and involved.

    • Ensuring Successful Change

  • understand the value of recognizing potential traps when experiencing change.
  • identify the mistakes of other organizations that limited the success of the change effort.
  • identify mistakes of other organizations that limit potential for success.
  • identify the distinction of "being" rather than "doing" during the change process.
  • select examples of actions that build trust and loyalty.

    • Process of Change

  • recognize the distinct growth phases of responses to change.
  • identify examples of the phases of change.
  • recognize the characteristics of a positive response to change.
  • identify the characteristics of a negative response to change.
  • identify guidelines for establishing commitment for change.

    • Culture of Change

  • recognize the components of organizational culture.
  • recognize factors defining culture.
  • identify characteristics of a culture created for change.
  • identify examples of specific roles required to ensure successful change.
  • select the qualities of a synergistic team.

    • Course Number: CUST0226