CHANGE MANAGEMENT

“We’re Only Human”

Presented by: Leslie Koziara, CRM

leslie.koziara@sos.wa.gov360-586-4893

Overview of Today’s Session

• Records and change management

– Technology has changed the world

–We’re still human

– Implementing and managing change

Nothing has changed

Revised Code of Washington (RCW)

40.10 Essential Records40.14 Preservation and Destruction of

Public Records 40.16 Penal Provisions for the Destruction of

Public Records40.20 Reproduced Records

42.56 Public Records Act(Under the authority of the Attorney General’s Office)

What HAS Changed

Technology has an impact

Agencies must take into consideration the impact that

technology has on public records(The good, the bad and the really ugly)

Impact of change

• Change has an impact• Managing the change will make an

impact

We’re only human!

“Technology advances, people stay the same!”

Some things never change

• In this world nothing can be said to be certain, except death and taxes

(Benjamin Franklin 1789)

• Now the only things certain in life are death, taxes and breaches

(News article from Olympian April 2014 on “Heartbleed” bug security problem)

Changes in attitude, changes in latitude..

When it comes to change, what is your general attitude?

A. Change is my middle name – let’s do it! B. Show me it’s better and I’ll support it. C. If it ain’t broke – don’t fix it. D. You gotta be kidding, I don’t want to,

don’t have to, can’t make me.

Change “Grief Cycle”

Resistance is futile (or is it?)

Resistance to change is a very common reaction

Resistance is a very common reason for failure of implementation

We’re only human

Complex emotional beings

• We embrace change– How many devices do you own?

• At the same time hate it– You can’t tell me what do to!

Yet we’re incredibly adaptableThink of all the things we’ve

accomplished!

Why humans resist

• Disagree with reason why– This is stupid, I don’t want to, can’t make me

• Disruption of work/routine– No time for this/I have my own way of doing

things that’s been working just fine (for me)

• May increase sense of discomfort or insecurity– I’ll never be able to learn that!

• Anxiety about changes– Is my job going away? Are they moving me?

The reality

• Sometimes there are real problems with proposed change itself:– Not enough homework/preparation prior to

implementation– Hasty decisions made/under pressure to

doing “something” and pronto – Decisions based on inaccurate information– Decisions made without consultation of key

stakeholders or business unit/user input

FEAR FACTOR

Reluctance and resistance is often driven by fear of the

unknown

“The only thing we have to fear is fear itself” – Franklin E. Roosevelt

Going in - some considerations

• Identify where and how change may create issues

• Be responsive to fears and concerns, don’t be dismissive

• Clarify the “why” of change• Emphasize the benefits of the change• Help resistors find new roles/comfort

levels• Be patient, chocolate helps

Some tips and strategies

1. Take a deep breath2. Communicate what’s coming3. Communicate along the way4. Communicate after (get feedback)5. Training and education (the more the

better) allow for smoother transition6. Make no assumptions7. Have patience and take more deep

breaths, provide more chocolate

Ask questions

• As you begin ask a lot of questions:– Try to find out areas of unease or

discomfort– Ask some questions to help person

articulate their reasons for resistance– Ask questions how to help them get

from point A to B that will enable them to be successful (which in turn makes for successful implementation)

Training and education

Learning new things/processes is different with adults

Three general learning styles:• Visual• Auditory• Kinesthetic

One style is usually the dominate style, most will use all three while learning

Visual

• Visual is most common• “See how this works?”• Visual learners rely on pictures,

visual aids and visual cues– Graphs, diagrams, illustrations– Handouts, writing on board– Seeing is believing

Auditory

• Auditory learners listen carefully• “How does that sound to you?”• Listen to sounds/tones/inflections of

voices• Discussions/group sessions– Questions and answers– Recordings/books on tape– Some musicians learn/play “by ear”

Kinesthetic

• Need an emotional/physical connection

• “How do you feel about that?”• Have feelings about what they are

learning and how they are being taught– Role playing– “Hand’s on” demonstrations– “Hand’s on” repetitive practice

Implementing change

• Listen carefully and communicate• Be positive and encouraging• Facilitate the different styles of

learning while training/educating – Visual, Auditory and Kinesthetic

• Everyone will learn a bit differently and at a different pace

• Remove the fear factor!

It takes a team to go the distance

All together now

• Talk is cheap and a great resource – Open communication goes a long way

towards the success of implementing change (big or small)

We’re all in this together

We’re only human!

You Are Not Alone

For advice and assistance:

recordsmanagement@sos.wa.gov

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