This toolkit explains the underlying processes of Change and recommends practical actions to overcome resistance faster and move towards the adoption of change (new skills, new values, new bahaviours).

1. 1
by Milda Bagdonaite
CHANGE MANAGEMENT TOOLKIT

2. EVERYBODY REACTS TO CHANGES!

3. COMPLIANCE VS. ADOPTION
It’s the company’s..
I have to…
I’m scared…
It will slow me down...
It’s mine
I want to
I am motivated
It will help me succeed
3

4. DEFINITIONS
• COMPLIANCE is the practice of obeying rules
or requests made by people in authority
• ADOPTION is the act of taking something on
as your own.
*Oxford dictionary

5. ADOPTION LEVELS
* CEB (2015)

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DESPITE THE BEST EFFORTS, ADOPTION OFTEN
FAILS TO MEET EXPECTATIONS…
Scenario #1: Adoption curve flattens prematurely and unexpectedly Scenario #2: Tool impact is delayed, lagging expectations
* CEB (2015)

7. CHANGE CURVE *
-There is a smooth way through
Information/
Communication
Emotional
support
Guidance/
Directions
Minimize time
Minimizedepth
Maximizeimprovements
*Based on Kubler Ross Change Curve Model
How to go through the
change quickly and
efficiently?
How to reduce potential
disruptions?
How to increase user
acceptance/productivity/
retention?

8. GUIDE THROUGH THE CHANGE
WHAT?
Behaviours observed
WHY?
Potential
feelings/
responses
HOW?
Potential leadership
behaviours
and actions required
Create
Alignment
Maximize
Communication
Spark
Motivation
Develop
Capability
Share
Knowledge
5 Steps to Success
Denial
Frustration
Despair
Acceptance
Integration

9. DENIAL
HOW?
• Explain the rationale of
change purpose and
company wide benefits
• Set clear expectations
• Build a CRM advisory
board
WHAT?
• Loss of productivity
• Trying to avoid the
inevitable
• Seek for more guidance
and clearance
WHY?
• Being comfortable with
the status quo
• Feeling threatened
• Fear of failure
Create
alignment
Disbelief, looking for evidence that it isn’t true

10. FRUSTRATION
HOW?
• Clarify CRM benefits to salesreps
• Provide feedback and praise to
keep people confident
• Share success stories
WHAT?
• Feeling down
• Nostalgic for the old
times
• Drop in performance
levels
WHY?
• Suspicion
• Scepticism
• Frustration
Maximize
communication
Recognition that things are different, sometimes angry

11. DESPAIR
HOW?
• Reassure that others are
experiencing the same feelings
• Foster supporting and
encouraging workplace
• Develop rewards & incentives
WHAT?
• Morale is low
• Self-doubt and
anxiety levels peak
• Fixation on small
issues or problems
WHY?
• Apathy
• Isolation
• Remoteness
Spark
Motivation
Low mood, lacking in energy

12. ACCEPTANCE
HOW?
• Provide system and behavioral
change training
• Identify gaps in training
programs
• Develop supplemental trainings,
coaching programs and self-study
tools
WHAT?
• Begin to work with the
changes rather than
against them.
• Energy & productivity
begin to recover
• Growing in confidence
WHY?
• Excitement
• Relief
• Impatience
Develop
capability
Initial engagement with the new situation, feeling more
positive

13. INTEGRATION
HOW?
• Coaching to improve the
successes gained
• Peer/tech support
• Provide greater responsibility
and involvement to ensure
on-going success
WHAT?
• Making the change
work
• Forward thinking
• Starting to see the
benefits come through
WHY?
• Acceptance
• Curiosity
• Trust
Share
Knowledge
Learning how to work in a new situation

15. NOTHING CHANGES IF NOTHING CHANGES