change management playbook: leading change in …...engagement through… adkar metrics abcs comm...
TRANSCRIPT
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Change Management Playbook:Leading Change in Healthcare
Session #225, February 14, 2019
Michelle Gishkowsky, IT Lead Systems Analyst, Mayo Clinic
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Michelle Gishkowsky, MBA PMP
Has no real or apparent conflicts of interest to report.
Conflict of Interest
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Agenda
Manager’s role in…
Engagement through…
People:
The X Factor
Importance of…
Impact of…
Sponsorship:
Visible, Active
It starts with…
Effective
communications by…
Communication:Everyone, Everywhere
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Learning Objectives
1.Recognize how
people are critical
in driving
adoption and
usage
2.Discuss how to
integrate the
sponsorship role
3.Describe how to
assist people with
open, effective
communications
4.Identify next
steps in your
playbook
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PLAYBOOK
People: The X Factor
Importance of…
Impact of…
Sponsorship: Visible, Active
It starts with…
Effective communications by…
Communication: Everyone, Everywhere
Manager’s role in…
Engagement through…
ADKAR
METRICS
ABCs
COMM PLAN
FRONT LINE
TOOLKIT
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PEOPLE: THE X FACTOR
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ADKAR
A wareness
D esire
K nowledge
A bility
R einforceProsci ADKAR (c) Model
ADKAR
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Importance of ADKAR…
Preparing
Managing
Reinforcing
Prosci ADKAR (c) Model
ADKAR
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Impact of Metrics…
People’s actions = deliver results
Increased adoption = increased ROI
METRICS
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Examples of metrics # of staff/users/stakeholders trained
% of adoption rate
# of calls to Help Desk
User satisfaction through surveys
Employee feedback through focus groups
METRICS
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SPONSORSHIP: VISIBLE, ACTIVE
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It starts with ABCs…
A ctive and visible
B uild coalition
C ommunicate!
This Photo by Unknown Author is licensed under CC BY-NC-ND
ABCs
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Effective Communications by…
COMM Plan
• Identifying stakeholders
• Targeting messages
• Determining channel and frequency
This Photo by Unknown Author is licensed under CC BY
COMM PLAN
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COMMUNICATIONS: EVERYONE, EVERYWHERE
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Manager’s Role in…
Front Line Management:
Trust!
Proximity!
Expertise (i.e. translating)!
FRONT LINE
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Engagement through…
Manager Toolkit
Support
Readiness
Resistance management
COACHING
TRAINING
TIPS AND
TRICKS
TOOLKIT
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Resistance ManagementTips and Tricks
1. Listen
2. Remove barriers
3. Make personal appeal
4. Create hope
5. Show benefits
6. Choices and consequences
change-management.com
TOOLKIT
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Effective Communications by…
COMM Plan
• Identifying stakeholders
• Targeting messages
• Determining channel and frequency
This Photo by Unknown Author is licensed under CC BY
TOOLKIT
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PLAYBOOK
People: The X Factor
Importance of…
Impact of…
Sponsorship: Visible, Active
It starts with…
Effective communications by…
Communication: Everyone, Everywhere
Manager’s role in…
Engagement through…
ADKAR
METRICS
ABCs
COMM PLAN
FRONT LINE
TOOLKIT
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• Contact Info:
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@mishgish
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