Remember, the task of change management is to bring order to a messysituation, not pretend that it’s already well organized and disciplined.14. Appendices14.1.ADKAR InformationAdditional informationADKAR is a goal-oriented change management model that allows changemanagement teams to focus their activities on specific business results. Themodel was initially used as a tool for determining if change managementactivities like communications and training were having the desired resultsduring organizational change. The model has its origins in aligning traditionalchange management activities to a given result or goal.For example, Awareness of the business reasons for change is a goal of earlycommunications related to a business change. Desire to engage andparticipate in the change is the goal of sponsorship and resistancemanagement. Knowledge about how to change is the goal of training andcoaching. By identifying the required outcomes or goals of changemanagement, ADKAR becomes a useful framework for change managementteams in the planning and execution of their work.The goals or outcomes defined by ADKAR are sequential and cumulative. Anindividual must obtain each element in sequence in order for a change to beimplemented and sustained.As a manager, you can use this model to identify gaps in your changemanagement process and to provide effective coaching for your employees.The ADKAR model can be used to: • diagnose employee resistance to change • help employees transition through the change process • create a successful action plan for personal and professional advancement during change • develop a change management plan for your employeesThe ADKAR model has the ability to identify why changes are not working andhelp you take the necessary steps to make the change successful. You will beable to break down the change into parts, understand where the change isfailing and address that impact point.The ADKAR model was first published by Prosci in 1998 after research withmore than 300 companies undergoing major change projects.To use the ADKAR model effectively, you will need to understand theunderlying framework for change initiatives. In the diagram below, changehappens on two dimensions: the business dimension (vertical axis) and thepeople dimension (horizontal axis). Successful change happens when bothdimensions of change occur simultaneously.
Business dimension of changeThe business dimension of change includes the typical project elements. • Business need or opportunity is identified. • Project is defined (scope and objectives). • Business solution is designed (new processes, systems and organizational structure). • New processes and systems are developed. • Solution is implemented into the organization.These are the standard elements of a business change that managers feelmost comfortable managing.14.2.ADKAR ModelIn the following scenarios, we look at the ADKAR model with one workexample and two personal examples. After reviewing these examples, you cancomplete an exercise for a change that is personal to you. This exercise isimportant for building understanding about the model and how it can beapplied in different situations.A work experienceIf you are an employee in an organization undergoing change, your reaction tothe change and how you are viewed by the organization will be directlyaffected by each of the five elements in the ADKAR model.Take for example the implementation of a new software tool. If the change isimplemented and you believe it was not needed (i.e., you were not aware thatany changes were required), then your reaction might be:“This is a waste of time.” “Why change if it was working just fine before?” “If it ain't broke, don't fix it.” “They never tell us what’s going on!”Our natural reaction to change, even in the best circumstances, is to resist.Awareness of the business need to change is a critical ingredient of any changeand must come first.If someone had taken the time to explain that the old software would nolonger be supported by the vendor, and that new software was necessary tomeet the needs of your customers, then your reaction (based on thisawareness) would likely be very different:“How soon will this happen?” “How will this impact me?” “Will I receive new training?”
Take this same example one step further. Assume you were made aware that achange was required, but you had no desire to participate or support thechange.“What’s in it for me?” “I doubt they are really serious about this.”Now the tables are turned, and you may become the target of an emotionalresponse from individuals within the organization. You may be labelled asdifficult, inflexible or unsupportive. Some may say you lack initiative or vision.You may be called a cynic or pessimist.Awareness and desire are two critical components of the change model. In thepersonal examples that follow, you will see how the other elements of themodel play a role in a successful change.Examples from personal experienceChanging a child's behaviour:Changing unwanted behavior in children follows the ADKAR model well.Consider the five goals of ADKAR as it relates to this example. Children firstneed to know what they are doing is wrong. This awareness often comes whenan upset parent tells the child he is doing something wrong. Simply knowing itis wrong, however, will not stop most children. Their natural inclination is totest the boundaries and push the limits. Consequences, either positive ornegative, are usually required. These consequences impact the child's desire tochange. However, the process cannot stop here. Given proper motivation tochange, children need a role model to understand what the proper behaviorlooks like. They need examples so they can obtain the knowledge of what thecorrect behavior is. Next, they need practice in order to obtain the fourthresult of ADKAR, ability. Few children can change immediately; it is an ongoingprocess requiring them to develop new skills and habits. They need time todevelop the ability to act in a new way. Finally, children need reinforcement tokeep the good behavior going. This may be in the form of positiveencouragement or other types of rewards.This example highlighted all five elements of the ADKAR model. Note that eachelement represents a particular result that you are trying to achieve. Alsoconsider that these results are cumulative and must be taken in order.Coaching a sportIn this case study example, a parent was attempting to improve the battingstyle and skill of his son playing baseball. Dad was concerned that his son'sbatting was not up to the level of the other boys on the team. He searched theInternet for batting videos and purchased a tape for his son. For weeks hetried to get his son to watch the video on batting mechanics. With someparental persuasion, Dad was able to get his son to watch part of the tape.After that, the video was left untouched.The father's attempt to educate his son failed and resulted only in a frustratedparent. He finally sat down with his son and asked him why he would notwatch the tape and use it to improve his batting. His son replied that he just
enjoyed playing baseball with his friends, and it did not matter to him if hisbatting was as good as some of the other boys.In this example the father skipped elements of the ADKAR model (fromawareness to knowledge). His son had no desire to change and was contentjust to be out there playing the game. Dad’s efforts to build knowledge failedbecause his son lacked the desire to change.Power of ADKAR for managing changeThe power of the ADKAR model is that it creates focus on the first element thatis the root cause of failure. When you approach change using this model, youcan immediately identify where the process is breaking down and whichelements are being overlooked. This avoids generic conversations about thechange that rarely produce actionable steps. This results-oriented approachhelps focus energy on the area that will produce the highest probability forsuccess.ADKAR can help you plan effectively for a new change or diagnose why acurrent change is failing. In some cases, corrective action can be taken andthe change successfully implemented. Here are the five elements of ADKARagain.Awareness of the need for change. 2. Desire to make the change happen. 3. Knowledge about how to change. 4. Ability to implement new skills and behaviors. 5. Reinforcement to retain the change once it has been made.Now it’s your turn.The best way to understand the usefulness of this type of model for businesschange management is to apply the model to a personal situation. Using asituation, you are personally close to will help separate the key elements of theADKAR model.Begin by identifying a change you are having difficulty making in anotherperson (a friend, family member or work associate). Complete the worksheetsto the best of your ability, rating each area on a scale of 0% to 100%.Be sure you select a change you have been trying to make happen in a friend,colleague or family member that is not working regardless of your continuedefforts. Answer and assign a score for the following questions.ExerciseThe change. Briefly describe the personal change you are trying to implementwith a friend, family member or work associate:
1. Awareness. List the reasons you believe the change is necessary. Reviewthese reasons and rate the degree to which the person you are trying tochange is aware of the reasons or need to change (1 - 5 where 1 is noawareness and 5 is total awareness). 2. Desire. List the factors or consequences (good and bad) for this person thatcreates a desire to change. Consider these motivating factors, including theperson’s conviction in these factors and the associated consequences. Rate his/her desire to change on a 1 - 5 scale. 3. Knowledge. List the skills and knowledge needed to support the change,including if the person has a clear picture of what the change looks like. Ratethis person’s knowledge or level of training in these areas on a 1 to 5 scale. 4. Ability. Considering the skills and knowledge identified in the previousquestion, evaluate the person’s ability to perform these skills or act on thisknowledge. Rate this person’s ability to implement the new skills, knowledgeand behaviors to support the change on a 1 - 5 scale.5. Reinforcement. List the reinforcements that will help to retain the change.Are incentives in place to reinforce the change and make it stick? Rate thereinforcements as helping support the change on a 1 to 5 scale. \"Now consider the first area in which your score was 3 or below. You mustaddress this area before anything else is done. For example, if you identifiedawareness as the area with a low score, then working on desire, knowledge orskill development will not help you make the change happen.
On the other hand, if you identified desire, then continually repeating yourreasons for change is not adequate to move this person forward. Once theyknow these reasons, you must address their inherent desire to change. Desiremay stem from negative or positive consequences. The negative consequenceshave to be great enough to overcome their personal threshold to resist change(same for the positive consequences).If knowledge was the area you identified, then you want to be careful not todwell on the reasons for change and the motivating factors. This could bediscouraging for someone already at this phase. What is needed is educationand training for the skills and behaviors that are needed for change.If ability was the area selected with the low score, then several steps arerequired to move forward.The person will need time to develop new skills and behaviors. Just likelearning a new sport or any new skill, time is required to develop new abilities.The person will need ongoing coaching and support. No one-time trainingevent or educational program will substitute for ongoing coaching andmentoring.Outside intervention or support may be required.Finally, if reinforcement was the area identified, then you will need toinvestigate if the necessary elements are present to keep the person fromreverting to old behaviors. Address the incentives or consequences for notcontinuing to act in the new way.Now that you have completed the ADKAR model for a personal change, youcan follow the same process for the change happening at work. This processshould give you insight as to where you are in the change process, and whatsteps you can take to not only survive change, but advance professionally in achanging business environment.You can think of organizational and personal change in the context of theADKAR model. If you are deploying a major change in your organization, thena critical step in change management is organizational awareness of thereasons for change. Desire to change at the employee level must be addressedas resistance will be a natural reaction to change. As the change moves intoimplementation, your will need to develop knowledge about the change andthe ability to implement new skills and behaviors. Once the change is in place,you will need to reinforce the change to avoid moving backwards to oldbehaviors. Each element of the ADKAR model represents a business goal formanaging change. This results-oriented model helps guide changemanagement activities for both organization and individual changemanagement.14.3.Who Moved My CheeseWhat are your Options? If you ignore the situation, change will slam into you and knock you off balance.
Getting angry won’t make it go away- in fact, temper typically makes things worse. Wishful thinking is a waste of time, too, so don’t sit around thinking and talking about “the good old days” with the hope they’ll return. You can’t even run away from it, because there’s no place you can run that’s beyond the range of change. Might as well face the problems and find the opportunities. How you think and how you act, become very important during times like these. Obviously, you won’t be able to control everything that happens to you. But you’re in complete control of how you respond to what happens.This is the Age of Instability, where managing change is everybody’s job. Think of it as your personal assignment.” The four characters represent how we respond to change. When it comes to change, who are in the story? Reading the handwriting on the wall\"\"
“Cheese” is a symbol for whatever is important to you- the way you do yourjob, relationships with other people, health, peace of mind, etc. The maze iswhere you look for “Cheese”- your organization, community or family. What is YOUR Cheese, and where are you looking for IT? ! ! What are you holding on to? What do you need to let go of in order to succeed in a changing situation? If You Do Not Change, You Can Become Extinct!
Are you becoming extinct in the old ways you are doing things?Think of some once-powerful companies, individuals or institutions thatare now extinct. It is safer to search in the maze than to remain in a cheeseless situation ! !
Do you realize there is always New Cheese in the Maze – whether you believe it or not? Where will you find your new cheese-in a cheeseless situation or in the maze? !!
What are you afraid of? Why does this frighten you?What would you do differently– in the way you do your job? or live your life –if you were completely unafraid? How would these new actions improve your situation?
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How good do you think you will feel when you move beyond your fear to find your New Cheese?What changes are you seeing or hearing about in your department? As a new set of eyes and ears in the organization, what can you suggest to change to be more effective, efficient or customer focused?
! The quicker you let go of old cheese the sooner you find new cheese !Can you change quickly enough to succeed in a rapidly? changing world? What actions can you take soon?
! !What new beliefs about change – like “I can gain from the change”– could you adopt today that would work to your advantage?List some new beliefs you could adopt about change that would work to your advantage.
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Sniff? Who can smell the change in the air? Scurry? Who goes into action immediately? Hem? Who does not want to change? “IT’S NOT FAIR! Haw? Who is startled by change, but then laughs at himself and moves on to enjoy new cheese? !! Which character most represents the way you typically deal with change? Why? THE HANDWRITING ON THE WALL
Change Happens They Keep Moving the Cheese Anticipate Change Get Ready For The Cheese To Move Monitor Change Smell The Cheese Often So You Know When It Is Getting Old Adapt To Change Quickly The Quicker You Let Go Of Old Cheese, The Sooner You Can Enjoy New Cheese Change Move With The Cheese Enjoy Change!\" Savor The Adventure And Enjoy The Taste Of New Cheese! Be Ready To Quickly Change & Enjoy It, Again, And Again!\"
“ If one advances confidently in the direction of his dreams, and endeavors to live the life which he has imagined, he will meet with a success unexpected in common hours.” “SMELL THE CHEESE OFTEN” MEETINGS1. What Old Cheese are we holding on to?2. What could our New Cheese be?3. What would we do if we weren’t afraid?4. How will we feel when we find our New Cheese?5. How can we do things differently to find our New Cheese?
14.4.Applying communication to change TYPE OF CHANGE COMMUNICATION YOUR SELECTION AND RATIONALE TELLINGThis is what I want. You followme or better leave SELLINGThis is the change we wantand we want you to come onboard. TESTINGThis is what we propose.Please check whether it works. CONSULTINGWe know the direction but weneed your advice. CO-CREATINGWe need to change. We don’tknow the way. Let us createthe future together.
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