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Slides used for a presentation on values, culture, and workplace attitude for the Montana Health Care Association by Values Coach CEO and Head Coach Joe Tye.
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The Florence
Prescription for a
Culture of OwnershipMontana Health Care Association
September 23, 2013
Joe Tye, CEO and Head CoachValues Coach Inc.
Copyright © 2013, Values Coach
Inc.
Comment posted on Allnurses.com, 9-18-12
“As an ER nurse I give you all
the credit in the world. I can
tell when residents receive
loving care, and I feel proud
of the nursing profession
that includes such wonderful,
caring nurses...
Comment posted on Allnurses.com, 9-18-12
“… I can’t do LTC, I don’t
have the personality for it, so
God bless all of you. I really
think you are doing great
work.”
Self Made Man by Bobbie
Carlyle
6
Key goals for our
morning together
7
Goal #1 – Your Organization
Describe the concept of
Invisible Architecture™
and the why & how of a
culture of ownership
8
Goal #2 – You
Share strategies that
will help you see the
lion in your own mirror
When Sally and I were in the
market for a second home in
Arizona our criteria were:
Spectacular back yard
Low to zero maintenance
Affordable
And this is our primary
residence, the Solon house
where we lived for the past
20 years and raised our
two children – photo taken
last April 20…
Lessons
Things aren’t what they
seem.
What you really want might
be closer than you think.
You must be willing to
jettison old baggage to move
forward.
There is almost always a way
to create a win-win.
Healthcare Crisis
Your
Organiz
ation
Question #1
When did the
healthcare
crisis begin?
Question #2
When will the
healthcare
crisis end?
23
This story…
24
Has a happy
ending!
The Lady with the
Lamp and the
foundations of
modern healthcare
27
The Crimean War
William Howard Russell
The British Ego
“Surely this is the
Kingdom of Hell.”
“A vast field of suffering and misery”
Reverend Sydney Godolfin Osborne
And we think WE have a healthcare crisis!
Laura Fraser in the
BBC television
program Florence
Nightingale
“By the end of the war, the
Scutari hospitals had been
transformed into efficiently-
organized, smooth-running
operations.”
Mark Bostridge: Florence
Nightingale:
The Making of an Icon
Florence Nightingale firsts include:• Medical records
• Laundry and housekeeping
• Infection control
• Nutrition service
• Pharmacy
• Materials management
• Patient library
• Medical triage
• Nursing uniforms
• Chaplain service
The first person ever to
calculate cost per patient
day in a hospital!
She understood the rule
no margin, no mission
The first professional
long-term care
administrator
After the war
The [Sidney] Herbert Hospital, 1866
WWFD – Today?
“Nightingale’s
enduring legacy is
socially relevant
because the
profession of nursing
shows signs of losing
its soul; it is in
crisis.”Barbara Montgomery Dossey et al: Florence
Nightingale
Today: Healing, Leadership, Global Action
And it’s not
just
nursing!
Companies that study
employee engagement*
consistently find:
~ 25% fully engaged
~ 60% not engaged
~ 15% aggressively
disengaged
* e.g. Gallup, HR Solutions, Press Ganey
Engaged: Spark Plugs
55
Not Engaged: Zombies
56
Disengaged: Vampires
57
Disengagement
negatively
effects…
Clinical
quality
Patient safety
Patient
satisfaction
Productivity
Marketing
image
Turnover (good and bad)
Job security
Disengaged people,
especially disengaged
managers, are a
defect
But what’s
even more
tragic...
It has a life-diminishing
impact on the
disengaged.
“Disengagement [is]
one of the chief causes
of underachievement
and depression.”Edward M. Hallowell, M.D. in HBR, 12-10
Cynthia Pearsall
Mina Ubbing
CeCe Peters
Let’s take a tour of your organization’s brain…
77
Bean
Cou
nte
rPo
et
79
Management is of the
left brain.
Leadership is of the
right brain.
And in today’s world we need leaders in every corner – not just in the corner office
transactional
Transformational
Rules
Values
Process
Attitude
Plans
Inspires
contracts
Handshakes
Measured
Seen
A Given
A Choice
Inert
Contagious
What you do
Who you are
Boring!
Chaos!
Left Brain Counts beans
Right brain creates
beans
It’s not
accountability (left
brain) OR ownership
(right brain).
It’s how we
interrelate the two
to create a whole
brain culture.
The journey from mere
Accountabilit
y to a culture of
Ownership
Ac
count
able
Accountability
Doing what you are
supposed to do because
someone else expects it of
you. It springs from the
extrinsic motivation of
reward and punishment.
You cannot hold people
“accountable” for the
things that really
matter.
Nobody ever
changes the oil in a
rental car!
Ownership
Doing what needs to be
done because you expect it
of yourself. Ownership
springs from the intrinsic
motivation of personal
pride.
19,734,525 views 80,976– avg 5 stars
“We have hundreds if not thousands of examples…” 816,911
104
Invisible
Architectur
e“Invisible Architecture” is a trademark of Values Coach Inc.
Invisible architecture
is to the soul of your
organization what
physical architecture
is to its body.
3 stages
Th
e F
ou
nd
ati
on
Core values
define what
you stand for
and what you
won’t
stand for
The 3-minute
values clarification
drill…
The values statement on the wall:
Compassion
Advocacy
Respect
Excellence
The cute acronym philosophy for creating values statements
Old version
Compassio
n
Advocacy
Respect
Excellence
New version
Integrity
Enthusiasm
Loyalty
Stewardshi
p
Ownership
Fun
From…
Compassion
Advocacy
Respect
Excellence
To…
Nobody does it
better than...
119
Zappos Family Core Values1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With
Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble
Source: Zappos website
1. Deliver Wow Through Service
Core Values Frog thinks anything worth doing is
worth doing with WOW. To WOW, CVF differentiates
himself by doing things in an unconventional and
innovative way. He goes above and beyond the
average level of service to create an
emotional impact on the
receiver and give them a
positive story they can take
with them the rest of their
lives.
Source: Zappos website
The guiding insights
behind our work at Values
Coach…
122
Values are
Personal
125
“People who are clearest
about their personal
vision and values are
significantly more
committed to their
organizations.”James Kouzes and Barry
Posner:
A Leader's Legacy
Nobody learns
everything they
need to know in
kindergarten!
Created by Values Trainers at Fillmore County Hospital
Certified Values Trainers – Sidney Regional Medical Center
Fillmore County Hospital
CEO Paul Utemark said
he got a whole new
team and didn’t have to
change any of the
people.
The deepest human
values transcend
political and religious
beliefs, ethnic heritage,
social class, and every
other superficiality.
After all, who
wants to be a
phony?
Core Action Value #1
is Authenticity
And don’t people who
live their values inspire
and influence others?
Core Action Value
#12 is Leadership
Core Action Values 1-6:
Laying a Solid
Foundation
Core Action Value #1
AuthenticityThe Cornerstones:
1. Self-Awareness
2. Self-Mastery
3. Self-Belief
4. Self-Truth
Core Action Value #2
IntegrityThe Cornerstones:
1. Honesty
2. Reliability
3. Humility
4. Stewardship
Core Action Value #3
AwarenessThe Cornerstones:
1. Mindfulness
2. Objectivity
3. Empathy
4. Reflection
Core Action Value #4
CourageThe Cornerstones:
1. Confrontation
2. Transformation
3. Action
4. Connection
Core Action Value #5
PerseveranceThe Cornerstones:
1. Preparation
2. Perspective
3. Toughness
4. Learning
Core Action Value #6
Faith The Cornerstones:
1. Gratitude
2. Forgiveness
3. Love
4. Spirituality
Core Action Values 7-12:
Taking
Effective Action
Core Action Value #7
PurposeThe Cornerstones:
1. Aspiration
2. Intentionality
3. Selflessness
4. Balance
Core Action Value #8
VisionThe Cornerstones:
1. Attention
2. Imagination
3. Articulation
4. Belief
Core Action Value #9
FocusThe Cornerstones:
1. Target
2. Concentration
3. Speed
4. Momentum
Core Action Value #10
EnthusiasmThe Cornerstones:
1. Attitude
2. Energy
3. Curiosity
4. Humor
Core Action Value #11
ServiceThe Cornerstones:
1. Helpfulness
2. Charity
3. Compassion
4. Renewal
Core Action Value #12
LeadershipThe Cornerstones:
1. Expectations
2. Example
3. Encouragement
4. Celebration
When a critical mass
of people connect
with and act upon
their core values,
they will have a
positive impact on…
Th
e S
up
ers
tru
ctu
re
Culture is to the
organization what
personality and
character are to the
individual.
Which diner is most
likely to earn your
repeat business and
have you recommending
the place to friends and
neighbors?
Or…
This is not a trick
question…
It’s the reality of
competing today.
Same business
Different cultures
People pay to
shop at
Costco…
People shop at Wal-
Mart because they
don’t have to dress up
like they do for the
Dollar Store.
Same business
Different cultures
Nap
Rap
12 Reasons Culture
Eats Strategy for
Lunch
Reason #1
People are loyal
to culture, not
to strategy
Southwest
Airlines didn’t
earn the highest
loyalty in the
industry with its
bags fly free and
fuel price
hedging
strategies
Getting a job at the Zappos
call center is more
competitive than gaining
admission to Harvard
Reason #2
Culture
provides
resilience in
tough times
A resilient culture was more
important than new
strategies in saving
Starbucks
“The only assets we have
as a company [are] our
values, our culture and
guiding principles, and
the reservoir of trust with
our people.”Starbucks CEO Howard Schultz in
Harvard Business Review, July-August
2010
Reason #3
Culture is more
efficient than
strategy
Nordstrom people don’t go
above and beyond the call
of duty because it’s in a
policy…
This is the Nordstrom
policy manual in its
entirety…
Reason #4
Culture creates
competitive
differentiation
Les Schwab sells the same tires
you can buy anywhere else – but no
one can compete with their culture
“Advertising is a tax
you pay on having an
unremarkable culture.”
Robert Stephens, Founder of Geek
Squad
Your culture is
your brand!- Tony Hsieh
Reason #5
Culture can
spark a
contrarian
business
strategy
From a Glamour magazine article – NOT a paid ad!
“Celebrities from Kristen Bell to the
Jonas Brothers to Heather Graham
have all pledged to go barefoot
tomorrow -- will you embrace your
inner hippie for a truly worthy cause,
too?”
You cannot buy
publicity like that at
any price – you earn it
with a great mission
and a powerful culture.
Reason #6
A brittle culture
can doom even a
great
organization (or
product)
As witnessed by one
of the most highly
publicized funerals
of our time…
The fingers are all
pointing in the
wrong direction
What really killed
Hostess was a culture
of labor-management
hostility.
Reason #7
When strategy
and culture
collide, culture
will win
Nardelli’s hard-fisted GE
strategies increased
sales, profits, and stock
price…
At the cost of violating its
people-centric values and
ability to compete for the
best talent.
Home Depot’s board
wanted so badly to get
rid of Nardelli that they
paid him a quarter of a
billion dollars just to
make him go away!
Reason #8
Cultural miscues
are more
damaging than
strategic ones
Not fixing Dave Carroll’s
guitar cost United $millions
Not to mention the damage
to the company’s already
bad reputation for
customer service…
And the airline’s already
troubled employee
relations (they are the ones
taking the brunt of
customer ire).
Reason #9
Strategies can be
copied but no one
can copy your
culture
All the major air carriers
copied the Southwest
business model: but they
all failed the culture test.
Reason #10
Culture
provides
greater
discipline than
disciplinary
action does
We don’t need
to tell people
they can’t
smoke in our
buildings or
discipline them
when they do –
coworkers will
take care of that
People too young to remember
these days hardly believe it when
you tell them about it.
Reason #11
Culture provides a
level of risk prevention
that cannot be
attained with strategy
alone.
Wal-Mart’s culture of
low price at any cost
has come at a huge
cost to the company.
Wal-Mart has spent
over $100 million on
the investigation of
bribery and other
ethics scandals.
Sam Walton would
be rolling over in his
grave!
Reason #12
Culture will have a
significant impact on
your future bottom
line.
Your bottom line next year
will largely be determined
by your current strategies;
your bottom line in the
following years will be
more influenced by your
current culture.
“Every organization has a
culture. Unfortunately,
many, if not most,
cultures develop by
happenstance...”
Pamela Bilbrey and Brian Jones: Ordinary
Greatness: It’s Where You Least Expect It...
Everywhere
Your organization has a
strategic plan – but do
you have a culture
plan?
The 6-word
culture
clarification drill
208
Hemingway wrote a
short story in just 6
words
And this guy made a fortune with just 6 words
210
From a large
medical
products
company
211
Version 1
Global company driven
by motivated
individuals
212
Version 2
Great company, often
own worst enemy
213
Version 3
Process driven crisis
management creating
dysfunction
214
From a large
academic
medical center
215
Version 1
Heartfelt commitment
unifies a dynamic
culture
216
Version 2
Sailing in turbulent
waters rudders
aligned
217
Version 3
Dedicated employees
deflated by
overwhelming obstacles
How can managers working
in the same organization
have such differing
perceptions!?!?
Entrepreneurial small business
We’re tough
We’re focused
We win
Nobody does it
better than...
Southwest Airlines Motto
Servant’s Heart, Warrior
Spirit, Fun-Loving Attitude
The greatest
culture change
story of all time
Are you old enough to
remember these days?
Back then people
smoked everywhere!
When Dr. C. Everett Koop called for a smoke-free society in 1986 it was an “impossible” goal
What happens to
someone who
lights up in a
public place today?
We don’t need
to tell people
they can’t
smoke in our
buildings or
discipline them
when they do –
coworkers will
take care of that
A Key Point!
You cannot allow
people to opt-out of
positive culture
change!
Culture doesn’t change
unless people change,
and that is
emotional
work!
Th
e
Inte
rior
People don’t care how much
you know until they know
how much you care…
236
Emotional climate is
determined by what
you expect and what
you tolerate…
237
And over time, what
you tolerate will
dominate over what
you say you expect!
238
A positive workplace
culture begins with
intolerance for toxic
emotional negativity.
239
“One toxically negative
person can drag down
morale and productivity
of an entire work
unit.”
240
“It is a leadership
responsibility to create a
workplace environment
where toxic emotional
negativity is not
tolerated.”
245
Harlan County Hospital
Brodstone Memorial Hospital
Alverno Clinical Laboratories
White River Health System
Mr. Pickle Jr.
Values Coach office
Sidney Regional Medical
Center
The Pickle Challenge at Star
Valley Medical Center in Afton,
WY
The pickle party at the Battle
Creek VA Medical Center
Building a
culture of
ownership
Do you have to start with the
right people on the bus?
You can’t always
choose who you
have on the bus!
You can’t just
throw all the
“wrong” people off
the bus!
You can create a bus that
everyone wants to ride
It begins with a
shared vision…
261
Essential
qualities for
promoting a
culture of
ownership
Fairfield Medical Center adopted
the 8 Florence Characteristics
for their employment brand
Commitment
To the values, vision, and
mission of the
organization
Commitment is
most important
when the going
gets tough...
“We need to see
opportunities where others
see barriers. We need to
be cheerleaders when
others are moaning doom-
and-gloom.”
“We need to face problems
with contrarian toughness
because it’s in how we
solve those problems that
we differentiate ourselves
from everyone else.”
“Brick walls are not
there to stop you, they
are there to make you
prove how much you
want something.”
Randy Pausch: The Last Lecture
Engagement
With patients,
coworkers, and with the
work itself
At Best Buy, a 0.1%
increase in employee
engagement generates
a $100,000 increase in
gross store revenue*
* Harvard Business Review, October 2010
Passion
Enthusiasm, positive
attitude, and joy
reflected in everyday
actions
Initiative
Don’t wait around to be
“empowered” –
Proceed Until
Apprehended!
This giant poster greeted me when I
arrived at Star Valley Medical Center for
our course on The Twelve Core Action
Values
279
Can one person
who takes
initiative change
your
organization?
282
MMFI!
Fellowship
Because (as Mother
Teresa reminded us) we
are all children of the
same God
The root of the word
integrity is “integer”
– one unified whole
The incredible
invisible man
288
Pride
In your organization, in
your profession, in your
work, and in yourself
Pride is reflected in the answer
to that universal icebreaker
question:
What do you do?
What do you do?
Thanks for asking!
I’m good at what I do.
I love what I do.
I’m proud of what I
do. What I do is
important.
What could be more boring than
industrial ventilation systems?
Part 2 – Seeing
the Lion in
Your Mirror
Breaking through the
invisible ceiling on
the performance
potential of your
people and of your
organization
1. Reprogramming
negative self-talk
What is the first
word that a
child learns to
say?
2. Checking the
emotional baggage
306
3. Defining your
memories of the
future
310
Joe’s Youroscope
A breakthrough concept
emerges back at the office
today. A great day to
make a difference, make a
friend, and make a
decision and...
Joe’s Youroscope (contd.)
A great new opportunity
will come from out of the
blue, but it will be well-
disguised – so pay
attention and focus, and…
Joe’s Youroscope (contd.)
Call your
Mom
316
You can remember the
future more clearly and
more accurately than
you can remember the
past.
317
The difference
between wishful
thinking and
positive thinking…
318
Wishful thinking is
hoping for something
and waiting for
someone else to make
it happen.
319
The new American Dream
320
Positive thinking is
expecting something
and working to make it
happen.
321
Wear your Dream next
to your heart
322
Five times every
morning and two things
every day.
323
A Memory of the Future
creates healthy
cognitive dissonance
324
325
Imagination is like any
other muscle – it gets
stronger when you use
it and atrophies when
you don’t
326
The 6-As for
creating
Memories of the
Future
327
1. Aspiration
You gotta want it –
without ambition we
would all still be
hunting and gathering.
328
3. Articulation
You need to describe
your dream in a way
that others can see it.
329
3. Affirmation
Because we dream in
pictures but we worry
in words.
330
4. Asking
The Aladdin Factor is
asking the right
question of the right
person
at the right time.
331
5. Action
Action transforms fear
into fire; accumulation
of many small actions
yields big results.
332
6. Adaptation
Because, as von Moltke
said, no plan survives
contact with the
enemy.
333
Every great
accomplishment was once
the “impossible dream” of
a dreamer who simply
refused to quit when
things got tough.
334
Expect a miracle: but
don’t give the universe
a deadline!
4. Overcoming
anxiety, fear, and
worry
“Courage is the most
important of all virtues,
because it makes all of
the other virtues
possible.”
Winston Churchill
“Courage is all of the
other virtues at the point
at which they are
tested.”
C.S. Lewis
Can one person
with courage
change the
world?
The 9/12
difference
Anxiety
Fear
Worry
Anxiety
When you are in the
thrall of anxiety (looking
out through the doom
glasses) you don’t see
the world as it is, you see
it as you are.
Three bad things happen
when you in the thrall of
anxiety…
Bad Thing #1
Memory is distorted:
past successes seem
small and insignificant
while past failures seem
huge and certain to be
repeated.
Bad Thing #2
Perception is distorted:
the dangers facing you
are blown out of
proportion while you
underestimate the
resources you have.
Bad Thing #3
Vision is distorted: you
cannot see the
possibilities for a great
outcome because you are
so fixated on images of
doom.
The Performance-Anxiety Curve
Fear
The absence of fear
is not courage!
The absence of fear
is…
No Fear,
No Courage…
Worry
Fear can paralyze or
it can catalyze
Fear is an ally when...
…it alerts you to the
fact that you are
unprepared or...
…that you are on the
wrong path in life.
Terror or exhilaration?
Are people afraid
of change?
Give fear a name
and it becomes
just a problem.
It’s easier to solve
problems than it
is
to conquer fear.
Fear is a reaction;
courage is a
decision.
5. Determination to
pursue your goals
and dreams
Perseverance
Perseverance is
making the courage
decision every day.
“Success is the ability to
bounce from failure to
failure without loss of
enthusiasm.”
- Winston Churchill
Law #1
The rain will fall and bad
things will happen to
good people – including
you
Law #2
Life is a motion picture,
not a snapshot.
Law #3
You must pass through
the valley of the
shadow.
Law #4
Falling on your face is
good for your head
Law #5
Whether it’s the best of
times or the worst of
times is your choice
Law #6
One door closes, another
door opens
Law #7
Without the valleys, you
won’t appreciate the
mountains.
Law #8
There are millions of
others who would love
to have your problems
Law #9
Dare most when times
are darkest.
Law #10
Don’t forget to laugh.
“Cursed with cancer,
blessed with
friends”
7. Taking the 7
promises of The
Self-Empowerment
Pledge
“I attribute my
success to the fact
that I never gave
or took an excuse.”Florence Nightingale
THE SELF-EMPOWERMENT
PLEDGECopyright © 2010, 2011, Values Coach Inc.
Seven Simple Promises
That Will Change Your
Life*
* One for each day of the week.
If you’ve been
waiting for someone
else to empower
you, you should
know that…
No one can empower you but – YOU – and once you have empowered yourself…No one can take that power away.
The Self-Empowerment
Pledge can give you
that power – but first
you need to invest in
yourself…
365
minute
s
If you knew it would
change your life for the
better – profoundly and
permanently – would
you invest …
A minute a day for the next 365
days
Would you give up one
television commercial
a day for a year to
change your life?
You
bet!If your answer
is yes, here’s
what you
need to do.
Every morning start
your day by making
that day’s promise –
which will take you
about
15 seconds.
Repeat the promise
again in in the middle
of your work day.
Once more before you
leave for home.
I am re
sponsible,
accountable, and
determined!
And one more time
right before you go to
bed.
4 x 15 seconds = 1 minute
Repeat these promises
like you really mean
them!
Read
y?
Let’s take a
look at the
seven
promises…
Monday’s Promise:
Responsibility
Tuesday’s Promise:
Accountability
Wednesday’s Promise:
Determination
Thursday’s Promise:
Contribution
Friday’s Promise:
Resilience
Saturday’s Promise:
Perspective
Sunday’s Promise:
Faith
Here’s WHY it works…
You keep promising yourself that
you will be responsible,
accountable, and determined; make
a contribution, be resilient in the
face of adversity, have a positive
perspective,
and that your faith
will shine through.
Then you catch yourself whining
and complaining, procrastinating,
gossiping, blaming others for your
problems, taking when you should
be giving, and pretending
that you have no power.
You end up with what
psychologists call…
Cognitive Dissonance
Which is trying to
simultaneously hold two
incompatible beliefsI am responsible,
accountable, and
determined! It’s not my fault,
they did it to me,
this is so unfair.
At that point, one of
two things MUST
happen. Either you
take the easy way and
stop making
the promises…
Or you keep making the
promises until you
begin to change your
attitudes and your
behaviors.
And as you do that, you
will begin to achieve
better results in every
dimension of your life.
Read these seven
promises one more
time…
Now ask yourself these
two questions…
Question #1:
If you personally were to take
these seven promises to
heart, would you be better
off than where you are
headed now – personally,
professionally, financially,
and spiritually?
Question #2:
If everyone where you work
made a good faith effort to live
these seven promises, would
you do a better job of serving
customers and of supporting
each other?
If your answer to these
two questions is…
And if you’re
being honest,
that’s what your
answer will be.
Then why wouldn’t you
invest those 365
minutes in yourself?
Do it, because no one
can empower you
but you.
Will you do it? Will
you give up one TV
commercial a day…
To
change
your life?
Key lessons we’ve
learned through
our work on
cultural
transformation…
Lesson #1a
Launching a movement is
a lot harder than starting
a program – it is also
much more likely to
achieve a lasting positive
impact
437
Lesson #1b
Achieving critical mass
requires approximately
30% population
commitment
Lesson #1c
You need enough people
moving fast enough to
escape negativity,
pessimism, cynicism, and
inertia of the past
Lesson #2a
Top down direction and
support
AND
Bottom up passion and
innovation
Lesson #2b
People must believe
senior leadership
believes in and is
committed to the
cultural vision
Lesson #2c
Middle management’s
mere support is not
enough – they must be
gung ho champions for
change
You are here
Lesson #2d
The privileges of being a
manager also entail
certain foregone
freedoms
Lesson #3a
Remember what Zig
Ziglar taught us –
everyone listens to the
same radio station:
WIIFM
Lesson #3b
The most important
battle isn’t with the
competition, it’s the one
each of us must win
against our own worst
enemies
Lesson #3c
The collective self-talk,
self-image, and self-
esteem of your people is
an invisible ceiling on
your organization's
potential
Lesson #4a
Embrace the skeptics,
marginalize the cynics,
and plow through
resistance
Lesson #4b
Engage potential critics
in a constructive
manner – encourage
them to think like
partners in the change
process
Lesson #5a
Avoid identification of
the change process with
any single individual or
“program.”
Lesson #5b
Create initiative
coherence by being
clear about how various
projects reinforce one
another
Lesson #5
Celebrate successes
through stories
Lesson #6
Proceed until
apprehended
!
“If we each do our
part, we will
change our lives for
the better.”
453
“If we all do our
parts, we will
change our
organizations for
the better.”454
“And in changing our
organizations, we can
change our world for the
better.”
455
