1. CHANGE MANAGEMENT
CU Auto Lending Services

2. OBJECTIVES
 Differentiate between change and transition
 Discover how you respond to change
 Understand the three stages of transition
 Develop techniques to communicate change

3. CHANGE AND TRANSITION
 Change
– An occurrence that produces a reaction
– It can be abrupt or situational
 Transition
– Psychological process you work through to come
to terms with a change

4. CHANGE AND TRANSITION
 Difference between Change and Transition
– Change is situational. It is something different: a
new boss, a new policy, a new procedure
– Change requires you to make transitions
– Transition is the process you go through that
often creates anxiety, fear and stress
– Everyone going through change experiences the
stages of transition

5. STAGES OF TRANSITION
 Stage One: Letting Go
– The more important something is to you, the more
you want to hold on to it
– You believe you can’t move on from the way it
used to be or the way you think it should be
– You may lash out as a reaction to defend what
they don’t want to change
– You may demonstrate anger, sadness,
depression and defensiveness

6. STAGES OF TRANSITION
 Stage Two: Neutral Zone
– You realize you need to let go of the way it used
to be
– It can be uncomfortable because you realize
change is happening and it is out of your control
– It is like swinging on a tightrope
– Behaviors demonstrated may be that of fear,
anxiety, concern and victimization
– Lots of mistakes can be made during this stage

7. STAGES OF TRANSITION
 Stage Three: New Beginnings
– Look at change as an opportunity rather than a
loss
– Realize various possibilities of accepting change
– See opportunities and benefits and take action to
make them happen
– Behavior demonstrated is expected to be a
positive attitude with co-operation
– New beginnings can only take place when you
are ready to make an emotional commitment to
do things differently

8. STAGES OF TRANSITION
 What actions can you take to move from “Letting Go”
to “Neutral Zone”?
 What actions con you take to move from “Neutral
Zone” to New Beginnings”?
 How can you thrive during Transition?
 How can you go through the 3 stages faster?

9. ACCEPTING CHANGE
 You are responsible for accepting change
 Change is simply acknowledging and accepting what
the new situation is
 Accepting change involves the process of transition

10. SUMMARY
 Change is constantly happening
 Change benefits your Dealership
 Move to “New Beginnings” quickly
 You can choose to jump on board or
 You can watch the bus leave without you
DON’T BE LEFT BEHIND. YOU ARE IN A
CONTINUALLY EVOLVING PROCESS

11. CONTACT INFORMATION
Frank Mercer, CEO
CU Auto Lending Services
6609 Convoy Court
San Diego, CA 92111
(O) 858-874-6748
(C) 619-890-2444
fmercer@cuals.com