Welcome to

Human Dimensions of Change

By end of today you will:• Understand why the Human Dimensions

of Change are important

• Have an overall framework for managing change

• Understand the difference between simple and complex change – and the different approaches needed

By end of today you will:• Have developed your understanding of

how to work effectively with different personality types when leading change

• Have a better understanding of why people resist change and ways to respond to resistance

• Understand the most common reasons why change projects fail

By end of today you will not:

• Be an expert in change management – can’t do that in a day

• Have lots of easy answers –real life change is often complex and messy

• Have all your learning needs met all the time – the group is too diverse for that.

Course Approach

• Some theory - its important and helps give you confidence in your approach but….

• Not theory for theory’s sake – has to help you with real life.

• You bring the case studies – various exercises where you will look at how theory applies in your situation

Aims of Session One

• To understand why the Human Dimensions of Change are important

• To provide a framework for effective change management

• To understand the difference between simple and complex change – and the different approaches needed

Why is it important to manage the human dimensions of change?

• Change in Healthcare = people changing

• Estimated 80% of change projects failure = failure to manage the people issues

• Need to understand the ways people react to change

– minimise the risks of failure

– maximises skills and talents of the team

Exercise in Pairs

Transition Curve

Progress through curve depends on:– Personality type– How much feel in control of change– How much other change is going on in life– Past experience

STEP ONETHE CASE FOR CHANGE

‘People responsible for planning and implementing change often forget that while the first task of change management is to understand the destination and how to get there, the first task of transition management is to convince people to leave home.’

William Bridges

Why change? – how to generate dissatisfaction with status quo

• Patient Stories

• Pathway Mapping

• Use of data

• Visiting other services…seeing what is possible

Remember

and

Change and learning

Comfort ZoneComfort ZoneNo learningNo learningNo changeNo change

Panic Zone

•people close uppeople close up

•they freezethey freeze

•they don’t learnthey don’t learn

Change and learning

Discomfort Zone

•uncertainty uncertainty •learninglearning

PanicZone

Comfort ZoneComfort Zone

STEP TWOVISION FOR THE FUTURE

Leaving the comfort zone

‘To leave the comfort of the status quo, most individuals need to believe that the change is truly imperative and that there is a more attractive alternative’

Silversin/Kornacki

What to Change To?

Effectiveness of a Decision=

Quality of Decision x

Commitment to Implement

No Involvement = No Commitment

What to Change To?

• Ideally, involve those impacted in the change in developing a vision for the future:– Miracle Question– Value Stream Mapping– Option Development and Appraisal– Visits to other services

STEP THREE

PLAN TO GET BETWEEN PRESENT AND FUTURE

If, overnight, I was to remove all cats from the World - what would be different

a) Today?

b) In Six Months?

c) In Two Years?

Complex Adaptive Systems

•Collection of partsCollection of parts

•Share an environment or spaceShare an environment or space

•Parts can act independentlyParts can act independently

•Parts are interconnectedParts are interconnected

•Action by any part affects the wholeAction by any part affects the whole

Examples: immune system, insect colony, flock,stock market, just about any collection of

humans

Complex Adaptive Systems

Deterministic Systems (Machine Metaphor)

the system is predictable, if you understand the rules you can predict the behaviour

Complex Systems (Environment Metaphor)

the sum is bigger than the parts – cannot predict behaviour of whole system by understanding the

individual parts

What type of system are you trying to change – simple or complex?

Complex Adaptive Systems

• Health and social care systems meet the classification of a complex adaptive system.

• BUT….complex systems have systems within systems – and some of these might be simple

Traditional Mgt Theory

• Based on the metaphor of the organisation as a machine

• Theories or rules apply to the system and result in a particular outcome

• Mismatch between theories and practice

• CAS Theory is an explanation of why

Simple Following a Recipe

Recipe is essential Recipes are tested to

assure replicability of later efforts

No particular expertise:

knowing how to cook increases success

Recipes produce standard

products Certainty of same results

every time

Complicated A Moon Rocket

Formulae are critical and

necessary Sending one rocket

increases assurance that next will be okay

High level of expertise and

many specialised fields and co-ordination

Rockets similar in critical

ways High degree of certainty of

outcome

Complex Raising a Child

Formulae have only a

limited application Raising one child gives

no assurance of success with the next

Expertise can help but is

not sufficient Every child is unique Uncertainty of outcome

remains

Source: Zimmerman

Complex Adaptive SystemsWhat do we know and how does it help

us?

We know:Cannot predict effect of the change by the size of the input. Small inputs can result in large changes, large inputs can result in no change

Which means:– Promotes an experiential approach to change -

try lots of different things on the margins (PDSA)– Allows us freedom from thinking we must

work/plan it all out in advance.

Complex Adaptive SystemsWhat do we know and how does it help

us?We know:

Ability to predict in detail what will happen as a result of any given change in system rapidly deteriorates with time

Which means:

– Don’t spend lots of time on detailed plans

– Keep a close eye for unintended consequences

Complex Adaptive SystemsUnpredictable in Detail

Complex Adaptive SystemsWhat do we know and how does it help

us?We know:They have distributed control rather than one command centre

Which means:– Recognises can’t control everything by issuing

orders from the top– Solutions to issues are distributed throughout the

organisation and not confined to the top– Need to find ways to ‘attract’ the system to change

rather than ‘directing’.

Throwing a Rock or a Bird?

y = x2 – b

f = ma?

“attractor”

Source: Paul Plsek, based on Richard Dawkins

Complex Adaptive SystemsWhat do we know and how does it help

us?We know:

Much of the power for creativity and innovation lies not with individuals but within relationships among parts of complex system

Which means:

– place more emphasis on micro (people and interactions) than macro such as strategy

– generative relationships - just putting different people in the same room can result in change

Generative Relationships

“Occur when interactions among parts of a complex system produce valuable, new, and unpredictable capabilities that are not inherent in any of the parts acting alone.”

David Lane and Robert Maxfield

Complex Adaptive SystemsWhat do we know and how does it help

us?

We know:

They are history dependent - shaped and influenced by where they have been

Which means:

– Explains why good practice in one area doesn’t always work in another

– But doesn’t mean we have nothing to learn from elsewhere!

Complex Adaptive SystemsWhat do we know and how does it help

us?We know:For a CAS to be sustainable there must be diversity – key to innovation and long term viability.

Which means:– Need to value our differences - our long term success

depends on the differences– Must be prepared to ask the difficult questions - face

the taboos– But must also manage the distress to keep it at

productive levels.

Complex Adaptive SystemsWhat do we know and how does it help

us?We know:A very complex system can be (is) guided by a few simple rules

Which means:– Build a good enough vision – provide general direction

pointing, absolute boundaries and resources or permission rather than trying to plan everything in detail

– Simple rules (often unstated) also maintain the system at status quo

– Greatest leverage for innovation and change comes by modifying simple rules

Good Enough Vision andMinimum Specifications

• Hunterdon Medical Center (USA)

• Need: Community health initiatives

• Approach: Nursing committee

• Observation: After 6 months, committee had not yet gotten out of the hospital!

Good Enough Vision andMinimum Specifications

• Instead... Simple rules

– A nurse can schedule up to half-day per week to work on community health initiative

– Don’t do anything illegal

– Remain within the project budget (all expenditures publicly posted)

SummaryEffective Approaches in Complex

Situations

1) Give the change problem back to those involved to generate solutions

2) Constructive open dialogues (seek first to understand, then to be understood!)

3) Experiment – small scale change – PDSA4) Simple rules5) BOTH/AND not EITHER/OR6) Role of management is

facilitating/enabling rather than directing

Giving up the Myths

1) Myth of Autonomy – everything you do depends on others, you cannot do it alone

2) Myth of Control – can’t control everything, need to win hearts and minds

3) Myth of Omniscience – you don’t have all the answers as manager/leader

Often the toughest battle is not letting go of myths yourself but getting your staff to let go of them

Applying the Theory

Important to identify when an issue is complex and when it is simple – needs

different techniquesBut

Remember a change initiative may consist of both simple and complex

parts

Stacey Agreement and Certainty Matrix

A method to select the appropriate management actions in a CAS

Close toCertainty

Far fromCertainty

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A

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t Stacey Matrix

Anarchy

Simple

Simple Zone• Know where you want to get to, have clarity

on steps need to take to get there and agreement that it needs to happen

• Traditional management theory works well here – project management approach, which splits out tasks and assigns them to individuals to implement

• Key role of management is ‘directing’ the process to ensure project plan implemented

Complex Zone• Not clear if you make a change what the

impact will be and no agreement whether to do it

• Key to working in this area is peoples beliefs and ways of thinking

• Focus on involving people in identifying issues and solutions, experimenting, constructive dialogue and simple rules

• Key role of management is ‘enabling and facilitating’ rather than ‘directing’

Close toCertainty

Far fromCertainty

Clo

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Fa

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A

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Examples

Anarchy

Priority actions to improve treatment of depression

Implementation of advocacy services in line with mental health act

In the zone of complexity…

Simple

Experiment

Constructivedialogue

Structure, processand pattern mapping

Simplerules

Complexity – Where does your change fit?

Pairs Exercise•Think about a change you are currently involved in and discuss how this fits into the Stacey Matrix•Remember, different aspects of the change may fit into different parts of the Matrix•Does the change management approach being used fit with the type of change – and if not what needs to change?

Summary of Key Steps

Story so far…Step One Make the case for change (Plan)Step Two Vision for the future (Plan)Step Three Plan to get from A to B and do it (Do).

But also needStep Four Review and embed if working - do

something else if not delivering benefits (Study/Act)

Formula for Change

D x V x F > RDissatisfaction

with current state

Vision for the Future

First concrete steps towards

the future

Organisational Resistance

Beckhard & Gleicher

In this session we’ve…

• Looked at why the Human Dimensions of Change are important

• Provided a framework for effective change management

• Looked at the difference between simple and complex change

• Given you a tool for working out what type of change you are facing and looked at the different approaches needed

The Road to Transformation?Source: Gareth Morgan

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