Whole Health Clinical CareDay 2 Afternoon
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Welcome back!
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Aim Statement
6 Essential Questions
3 Legged Stool of Success
Gaps with CM, PM, Leadership
ADKAR Application
Groups Affected by Aim
Identify Barrier Points
Up Next:Address Barrier Points
13. Bridges, Trees, and Bears – Oh My!
Navigating Barriers
The Journey to Transformation
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Let’s Return to Our Lists of Barriers for a Moment
The Jackhammer of Change
Management
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The Lucky 7: 7 Elements to Address Barriers
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1.Communication
2.Sponsorship
3.Resistance Management
4.Coaching
5.Nuts and Bolts
6.Training
7.Circling Back
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Communication
Sponsorship
Training
Coaching
Resistance Management
Awareness
Desire
Reinforcement®
Knowledge
Ability
Adapted from PROSCI
These 7 Elements help address ADKAR barrier points
Circling Back
Nuts and Bolts
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14. Element 1: Communication
The Journey to Transformation
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Communication: OverviewDesired Outcomes: Awareness/Reinforcement
Consider:
• What. What do you need them to know?
• When. What is the right timing?
• Who...
oWho is best to send the message?
oWho should receive the message?
oPresent your communications plan to the project team, primary sponsor and leaders who are needed to support the change
Communication: Considerations
Carefully match messengers with the audience.
What do you think of the following ways
communication could happen?
1. Executive to clinician about day‐to‐day job functions?
2. WH Champion to clinician about day‐to‐day job
functions?
3. Executive to employees to share the vision?
4. WH Champion to employees to share the vision?
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Communication: Considerations
Carefully match messengers with the audience. What do
you think of the following ways communication could
happen?
5. If communications are coming from the project or change
management team, what impact does that have?
6. Best to hear the message and get the information from your
direct supervisor/manager?
• Often this ends up coming from the WH POC or Champion –
why is this less than ideal?
• What can the WH POC or Champion do instead?
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Group Activity: Communicate about Communication
• Complete the Communication slide
in your PowerPoint presentation
• For guidance, use the materials in
your workbook for Module 14
• Key Messaging Guidelines
• Messaging Guidelines for
Executives, Managers, and
Employees
• Consider having different members of
the group work on each section
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WHCC Communication Planning
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Large Group DiscussionCommunication
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Take a Break!
15. Element 2:
Sponsorship
The Journey to Transformation
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Sponsorship: OverviewDesired Outcomes: Awareness/Desire/Reinforcement
• Effective change sponsorship is the number one contributor to a successful change outcome.
• Preparing and equipping our change sponsors to effectively fulfil their role increases the likelihood our change will succeed.
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Sponsorship: Considerations
Let’s reflect for a moment:
1. What is a sponsor?
2. What are key qualities of an effective sponsor?
3. Give an example of a time where you have given or received good sponsorship
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Sponsorship Tips
• It’s critical to clarify roles and responsibilities of the sponsor at each stage of the project
• Outline actions needed from them at each phase of the project to successfully sponsor the change
• Identify 3‐5 leaders connected to the stakeholder groups who will play a critical role in the change process
• Emphasizes the A, B, C’s of effective sponsorship:
oActive and visible participation
oBuilding coalitions
oCommunicating directly with employees
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Group Activity: Getting (and Giving) Excellent Sponsorship
• Review and complete the materials in your workbook for Module 15
– Primary Sponsor Checklist
• Planning and Start‐Up
• Implementation
– Preparing Sponsors Tool
• Complete the Sponsorship slide(s) in your PowerPoint presentation
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WHCC Sponsorship
2020
Large Group DiscussionSponsorship
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Movement!
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16. Element 3: Resistance Management
The Journey to Transformation
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Resistance Management: Overview Desired Outcomes: Desire
• Resistance is a normal reaction to change and should be expected
• This plan is a proactive approach to anticipating and managing resistance
• Determine what resistance looks like for your particular change
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Resistance Management: Considerations
Reflect on a time when you either:
• Resisted a change
• Promoted a change that met with resistance
• Jot notes in the back of your workbook ‐Module 16 section
Now, find a partner from another group. You’ll each have a few minutes to share your experiences.
1. Describe the situation
2. How might this inform how you address resistance to your WH Clinical Care plan?
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Resistance Management: More Considerations
Motivating factors (can be positive or negative)• Personal and family situation
• Health• Finances• Stability• Mobility• Relationships
• Professional and career history/plans• Successes, aspirations, promotions• Failures• Years to retirement
• How much the change will affect them personally (even some large changes have only a minimal impact on some people)
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Resistance Management: Tips
Reasons for Employee Resistance
• Lack of awareness of why a change is needed
• Change saturation• Fear• Lack of support from management or leadership
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Resistance Management: Tips
Reasons for Manager Resistance
• Organizational culture• Lack of awareness and knowledge about the change
• Lack of buy‐in• Misalignment of project goals and personal incentives
• Lack of confidence in their own ability to manage the people side of change
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Reasons People Resist – What to do?Rosebeth Moss Kanter, HBR, 9‐2012
Reason ActionLoss of control Invite and involve in decisions
Excess uncertainty Create certainty
Surprise Sprinkle seeds and seek input
Everything seems different Keep what you can familiar
Loss of face Celebrate the past, move on
Concerns about competence Invest in training and support systems
More work Acknowledge, reinforce, reward, recognize
Ripple effects Consider all stakeholders
Past resentments Heal old wounds
Threat is real Honest, transparent, fast, and fair
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Top Ten Tactics for Managing Resistance
Listen and Understand Objections
1Focus on the
‘What’ and Let Go of the ‘How‘
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Remove Barriers
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Share some examples from your experience!
Pages 65-66
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Top Ten Tactics for Managing Resistance
Share some examples from your experience!
Provide Simple, Clear Choices
and Consequences
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Create Hope
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Show The Benefits
in a Real and Tangible Way
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Top Ten Tactics for Managing Resistance
Share some examples from your experience!
Make a Personal Appeal
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Convert the Strongest Dissenters
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Demonstrate Consequences
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ProvideIncentives
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Group Activity: Rolling with Resistance
1. Review and complete the materials in your workbook for Module 16
– Resistance Assessment Worksheet
– Top 10 Tactics for Managing Resistance
2. Complete the Resistance Management section of your PowerPoint presentation
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Adapted from: Prosci
Managing Resistance to WHCC
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Large Group DiscussionResistance Exercise Debrief
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