ENA - The New Normal: Dealing Effectively With Change

The New Normal:Dealing Effectively With Change

Kuala LumpurOct 6th 2011

For those who are prepared…For those who are prepared…

…chaos brings opportunity

What you told me…

• Overwhelmed by work load and change• Overwhelmed by speed of work and change• Looooooooong days / no breaks• Too few resources – staff/money/time/equipment• Lack of trust / collaboration• Violence / abuse from patients

Some of this can’t be fixed!

“Take massive control of anything you can control, and try as hard as you humanly can to let go of anything you can’t.”

304

1.2

HONESTFORWARD LOOKING

COMPETENTINSPIRING

FAIRSUPPORTIVE

The Leadership Challenge

by Kouzes and Posner

I want a leader who will:

Tell me the TRUTH… Has a clear vision for

where we are going… Has the skills to get

us there successfully… Is excited about going

with me…And will treat me

fairly and support me along the way.

The rate of internal innovation must exceed

the rate of external innovation”

II > EI

19822022

100,000,000

• The willingness… even enthusiasm… to change EVERYTHING combined with the wisdom to understand what must NEVER be changed.

The Key To Success in the New Normal…

•Nimbleosity•Nim-bo-licous

Anyone who tells you they enjoy change…

should seek immediate professional help.

Emotional Response to Perceived Negative Change

Stability

Immobilization

Denial

Anger

Bargaining

Depression

Testing

Acceptance

TimePassive

Active

Emoti

onal

Res

pons

e

Managing Positive Responses to Change

Uninformed Optimism

Informed Pessimism

HopefulRealism

Informed Optimism

Completion

CheckingOut

TIME

PESS

IMIS

M

6 Key Steps to the Change Process

Successful Change

Irresistible case for changeNew vision of the futureSense of urgencyGuiding coalition

C+R+ISO

Successful Change

Irresistible case for changeNew vision of the futureSense of urgencyGuiding coalitionPlan for small winsEmpower others

Four antidotes to change resistance1. Bring people face-to-face with the external pressures to change.

2. Engage change “zealots.”

3. Manage feelings & emotions.

4. Support the change with new tools, systems and training.

Positive Culture

Fun

Family

Friends

Fair

FreedomPride

Praise

Meaning

Results

5

1-10

The key elements of a winning culture

• D• M• C• C• M• D

irection – vivid, clear, inspiring --- shared

easurements – specific, observable, focused

ompetence – very good at what they do

ommunication – open, honest, courageous

utual Accountability – all team members

iscipline – do this every day

7 Keys to TRUST

• Tell the truth• Be transparent• Extend trust and respect• Be vulnerable• NO games• Keep your promises• Communicate clearly

SMART Communications

Shared Meaning

AuthenticityRespect

Trust

DialogueAvoid Attack

Competence

RespectDis-trust

Affection TRUST

HIGH

LOW

LOW HIGH

Concern

The 4 Cs of TRUST

“I am good at what I do… and I do it because I

care about you.”

If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com

My twitter address is: @awesomelysimple

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