© KMD A/S
_Management consultant
_ITIL® ekspert
_TIPA Lead Assessor
_NLP Master Practitioner
_Mærsk Line, Engineer
_CIO, University Hospital Odense
_Management, KMD
_Dad, three wonderfull girls
_Burning desire - psychologi and history
_To find meaning and reason
ERIK BARTHOLDY
3.300 employés Pretty much everything in it
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I AM GOING TO TALK ABOUT
Is ITIL invented in Africa?
Are other animals using ITIL?
What is going on, inside the head of your colleague?
”How to” – getting succes with CHANGE
© KMD A/S LET’S START OUT IN AFRICA
Production Plant in 1million years By the way, that’s more time, than Homo Sapiens has been here
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IF IT IS NATURAL - WHY IS IT THEN SO DIFFICULT TO GET PEOPLE
TO WORK WITH (ITIL) PROCESSES?
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11. OKTOBER 2014
DIAS 7
INPUT
OUTPUT
BEHAVIOR
Values &
Beliefs
- experience
- Learnings
- cultur
- language
Your unique perception of the world
FILTERS
- GENERALIZATIONS
- DELETIONS
- DISTORTIONS
Emotion & physiology
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REACTION TO CHANGE
Time
Perf
orm
ance
chock
denial
External blame
Internal blame
accept
optimal performance
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NO NEED TO CHANGE
© 2008. Based on OGC ITIL® material. Reproduced under licence from OGC
complacency
No visible
threats
To many
resources
Low overall
performance
standards
Narrow
measurering
Wrong
performance
indexes Lack of external
feedback
Kill the messenger
Limited cognitive
resources
To much
“happy talk”
John P. Kotter, HBR marts/april 1995
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BEST PRACTICE – GOOD PRACTICE
Service Strategy Figur 2.5 Proces modellen Based on ITIL® material © Crown Copyright 2011 licens of AXELOS Limited
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DIAS 13 MY OWN JOURNEY WITH ITIL® - AND NLP
As CIO at Odense University Hospital I would have loved ITIL
Working with ITIL in KMD, something was missing?
How do you get people to se the need of change – and how do you get them to change?
For me, some of the answers were, and still are - NLP
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QUICK ”TOUR DE NLP”?
”Invented ” in the 70’s in USA
Richard Bandler og John Grinder
-Neuro
-Linguistics
-Programming
It is NOT a religion
-Practical tools from psychology
-State of mind, mood &
motivation
11. OKTOBER 2014
DIAS 14
Also to proff. Business
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EVERYTHING STARTS IN THE BRAIN
The Neocortex
- Newest invention, 1 mio.
year
- Logic
- Creativity
- Language
Reptile brain - Freeze - Run - fight
Limbic system - Amygdala - Chemical factory - Data and Memory - ”The Clan Brain”
Slow
Fast
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THE BRAIN - THE SMALL CHEMIST ...
Dopamin - short termed happiness, shopping, having sex, playing poker!
Serotonin – long termed happiness, Prozac, keeping you in marrige etc.!
Endorfin – reward, fysical satisfaction after etc woorking out
Why?: The power of evolution
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PERCEIVE
In general, abstract or concrete detail
Field of interest
People, things, places, information
Toward or away from motivated
Mismatches or matching
Processing Logical thought or feeling
Internally or externally Judge
Past - present - future orientation
Long-term or short-term time perception
Acting Extrovert or introvert
Proactive or reflexive
Possibility or procedure-oriented
Independent - Proximity - team
META PROGRAMMES
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REPRESENTENTIAL SYSTEMS
What are you seeing?
What are you hearing?
What are you feeling?
What are you thinking?
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PERCEPTUAL POSITIONS
You -Seeing -Hearing -Thinking -Feeling
Counterpart -Seeing -Hearing -Thinking -Feeling
”Outside” -Seeing -Hearing -Thinking -Feeling
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IN COMMON – ITIL & NLP
Both ITIL and NLP is rooted in the study of
the excellent
Both is helping people to do something
else rather than what they usually do
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WHAT TO DO
You now know
• Social processes, in other words, trying
to get order in chaos - is a part of our
DNA
• Your brain is BY DESIGN desperately
trying to avoid change
• Every human being in this universe
experiences the world in different ways
and are motivated in different ways
With this in mind, you have to implement
changes
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HOW TO USE MODEL OF PERCEPTION
Listen very carefull
Ask the right questions
What people say revieals personallity, perceptions etc.
- You ought to …..
- Says who?
- Everyone is …..
- Everyone?
- I cannot ..….
- When was the last time you had succes with …. ?
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USEFULL TOLLS
When speaking to ”many
people” use META
PROGRAMMER, all
personalites will be present
Prepariation or evaluation - Use 1,2 & 3 person
Communication in general, is the counterpart ”seing, hearing, fealing or thinking”?
PERCEIVE In general, abstract or concrete detail Field of interest People, things, places, information, things Toward or away from motivated Mismatches or matching
Processing Logical thought or feeling Internally or externally Judge Past - present - future orientation Long-term or short-term time perception
Acting
Extrovert or introvert Proactive or reflexive Possibility curve or procedure-oriented Independent - Proximity - team
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FOCUS ON PROBLEMS
Away from motivated
Problem-oriented - useful and limiting Development of technology effectively to improve & correct Development of organizations and people: The use of costly energy, finding the guilty, creating weakening of confidence If there is anything we know about learning, it's "when the defense comes up, then go down the learning process" (Freeze, flee, fight)
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OFFENSIVE FOCUS
Towards motivation
Offensive focus
- What would you like to achieve?
- What does it give you?
- When do you know you are there?
- What happened to get there, what did you do? What did others do? How will others notice the change? Provides a positive state of mind
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”HYPNOSIS” & NUDGING
Hypnotic language skills
Implement commands in
the language – cheating our
awareness
Nudging – making it easy
to do ”the right things” Study after study demonstrates how we have limited cognitive resources available when we must navigate an increasingly complex world. We get tired, take mental shortcuts to omit important details, and we often motivated by short-term perspective.
© KMD A/S TO CREATE PURPOSE – NEUROLOGICAL LEVELS
Enviroment Where we are, with whom, market, customers etc.
Behaviors What are we doing?
Capabilities What are we able of?
Values & beliefs What is important?
Identitet Who are we?
Mission & Vision Part of?
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HUMAN BEINGS & ITIL – AND WHY IT IS IMPORTANT TO KNOW HOW
THE BRAIN WORKS
You now know, that there is no single objective
reality, only your subjective conception
You now understand the organization and processes
are natural and part of our DNA
Most important when working with change – it has to
make sense - we are trying to change habits - and it
takes time
NLP (and other psychological magics) can be used as
a tool to get individuals to work with commitment
around a common goal - NLP can be used to help
succeeding with ITIL