Change Management

The Challenges of Dealing with
Change
Fynnette Eaton
EATON CONSULTING
Change Management and RIM

GWDC ARMA Spring Seminar
March 16, 2011
Scenario
The staff refuses to accept the new
software application to the point that
it is either not used at all is or only
partially used, so that the
implementation is a failure
Scenario
Question:
How would you handle this situation?
1. Don’t tell the staff why this is being
implemented.
2. Inform them and let them ask
questions.
3. Ask them what they would like to see
in this application that will help them
with their work.
Scenario
 Answer: Number 3, but in fact, it was a

complete failure because the staff was not
involved in any way and the system was
never accepted.
What is
Change Management?
 Change management is a multi-

disciplinary process of:
◦ Developing a planned approach to change in an
organization
◦ Minimizing resistance
◦ Maximizing collaborative efforts
◦ Touching all aspects of the organization
8/23/2019 5
Change vs. Transition
These terms are NOT the same
Change is a
shift in the external situation
Transition is the
psychological reorientation
in response to change
--William Bridges & Associates 2000
Phases of Transition
An Ending
 A loss
 Letting go of the old way and the old self
 Getting closure
 Saying good-bye
A Neutral Zone
 In-Between Time
 Chaos
 The Wilderness
A Beginning
 The New Chapter

 Being “With It”
 Renewal
Resistance
 It’s the transition – not the change –

that people often resist
Loss of their identity and their world

Disorientation of the neutral zone
Risk of failing in a new beginning
Change management is primarily
a human resource management issue.
This is because implementing new

procedures,
new technologies,
and overcoming resistance to change
are fundamentally
“people issues.”
Goals of
Change Management
 Ensure the business keeps running while

changes are in process.
 Build and maintain momentum to set the
changes in motion.
 Deal with the human side of change so
that resistance is minimized, and
 Manage the transition to the new way of
doing business.
Hallmark of Effective
Change Management
 Alignment and visible support of the executive

team, including senior managers.
 Planning and preparation of the “change
management” team.
 Consistent communication to employees,
including early involvement of employees in
the process
 Frequent communications and negotiations
with stakeholders.
The Five Greatest Change
Management Obstacles
 Employee and staff resistance

 Middle management resistance
 Poor executive sponsorship
 Limited time, budget, and resources
 Organizational inertia and politics
Dealing with
Resistance
 Direct one-on-one contact

 Peer pressure
 Reviews and audits focusing on
measurable performance
 Removal of tools and systems that
enable opposition
Case Study of an Organizational Change
Management implementation
 Goals
 Basic Program
 Responsibilities
 Accomplishments
 Key Strengths
 Key Challenges
Change management
Goals and Objects
 Ensure that the organization continues to
do its work while the changes are in
progress
 Build and maintain the momentum to set
the changes in motion
 Deal with the human elements of change
 Manage the transition to a sustainable
new state
Change Management Basic Program
 Reducing stakeholder resistance

 Maintaining control and perception of the
initiative during its development
 Identifying and managing political imbalances
and shifts
 Aligning changes with the organizational culture
 Anticipating and planning for the impacts of
change
 Managing the reactions of impacted
stakeholders
Change Management
Responsibilities
 Enable the initiative to successfully achieve its

goals
 Create awareness among the stakeholders
 Facilitate alignment among processes, people

and technology
 Help stakeholders assimilate the changes the

initiative brings
Initial Change Management
Accomplishments
 Developed an Organizational Change

Management Plan
 Interviewed stakeholders
 With these results began to compile a Global
Assessment that was continuously revised
Additional Accomplishments
 Presented results from stakeholder interviews to

two contractors for a briefing on the
organization’s culture
 Created Change Management scenarios
 Performed an assessment on staff responsible
for electronic records
 Developed brochure
 Provided articles for monthly Staff Bulletin
Final Outcome
 Position of change management officer

not filled when I left the organization
 Recognition of need for continuous
communication and training
 But….. Lack of commitment led to
additional issues about the program
 Program is still moving forward, but issues
remain
Key
Organizational Strengths
 Pride in the organization’s mission

 Awareness of future volume of electronic
records
 Recognition of need for User Adoption Support
 Willingness of program offices to devote staff to
ensure success
 Willingness of individual staff members to be
involved in system development
Key Challenges
 Leadership
 Internal/External Communications
 Workforce Impact and Transition
 Training
Leadership
 Inconsistent Expectations
 Perceptions on ERA’s Mission
 Decision Making
Communications
 Managing Expectations
 Credibility Among External Stakeholders
 Fatigue
Workforce Transition
 Impacts on Job Functions

 Existing Infrastructure to Address Staffing
 Potential Conflict with Other Program
Office Organizational Changes
Training
 Current Capabilities
 Lessons Learned
 Learning Management System
Lessons Learned
from EPA
 In implementing a Records Management Application
across the agency, EPA identified lessons learned from
this ongoing project, many of the 13 lessons dealt
with change management.* They included:
◦ Determine the level of competency of potential users
◦ Institute “change management” to mitigate potential user
resistance of change, especially if the organizational culture
has been heavily reliant on traditional paper processes
◦ Include a variety of users in the testing and pilot phases
◦ Begin with a small pilot when implementing to gather user
feedback and make adjustments prior to Agency-wide
rollout….and reduces the impact of negative user perceptions
before full implementation
*National Archives and Records Administration, Continuing Study of Federal Agency Recordkeeping Technologies,
2008
And you ask why people
don’t like change?
From the FINANCIAL PAGE: STATUS QU0

ANXIETY:
“…Behavioral economists have established that we feel
the pain of losses more than we enjoy the pleasure of
gains. So when we think about change we focus more
on what we might lose rather than on what we might
get. Even people who aren’t that happy with the
current [health] system, then, are still likely to feel
anxious about whatever will replace it.”
James Surowiecki, The New Yorker, Aug. 31, 2009, p.29
Lessons Learned
 Know your stakeholders

 Understand their needs
 Communicate, communicate
communicate
 Use Active listening
Lessons Learned
 Identify groups that can help you in your
project
 Clearly state your goal, and keep to it
 Identify the skills you need
 Program management is a must
 Identify those whose work will be
affected and develop mechanisms to
assure success
More Lessons Learned
 Know that there will be resistance

 Identify where it will come from and
develop mitigation plans
 Continuously monitor the concerns of
those affected
 Provide the training that will help staff to
succeed

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The Challenges of Dealing with

Change Management and RIM

 Answer: Number 3, but in fact, it was a

 Change management is a multi-

 The New Chapter

 It’s the transition – not the change –

Loss of their identity and their world

This is because implementing new

 Ensure the business keeps running while

 Alignment and visible support of the executive

 Employee and staff resistance

 Direct one-on-one contact

 Reducing stakeholder resistance

 Enable the initiative to successfully achieve its

 Create awareness among the stakeholders

 Facilitate alignment among processes, people

 Help stakeholders assimilate the changes the

 Developed an Organizational Change

 Presented results from stakeholder interviews to

 Position of change management officer

 Pride in the organization’s mission

 Impacts on Job Functions

From the FINANCIAL PAGE: STATUS QU0

 Know your stakeholders

 Know that there will be resistance

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