handling change - pages€¦ · how many of you handle gradual change better? will someone share...

Handling Change

Leader Guide

Handling Change

Acknowledgements

Development of this program …

Trademarks & Copyright Acknowledgements

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This leader guide was created with:

a product of Great Circle Learning, Inc. www.leaderguidepro.com

Leader Guide Table of Contents

DVS Training Page i Rev. Date 11/2/2010

Table of Contents

INTRODUCTORY MATERIAL

Getting Started Error! Bookmark not defined.

About This Guide Error! Bookmark not defined.

The Program In Perspective ii

Program Preparation iii

Training At A Glance iv

MODULES

Handling Change 1

Welcome 2

Class Opener Error! Bookmark not defined.

Change and Transition 3

Making Connections 6

Breaking Out of a Transition Crisis 10

Closer 13

Table of Contents Leader Guide

Page ii Handling Change

The Program In Perspective

Why a Handling Change program?

To provide the participants with tools that assist in the transition to changes in their work environment and personal lives in order to improve internal and external customer service.

Learning Objectives

After completing this program, participants will be able to:

Discuss the definition of change and transition

Discuss stages in the transition process in work and personal settings

Identify strategies for managing change and determine which strategies work best for them

Recognize the impact change has on internal and external customer service

Program Timing

90 minutes

Number of Participants

10 minimum – 16 maximum

Leader Guide Table of Contents

DVS Training Page iii Rev. Date 11/2/2010

Program Preparation Pre-Work

Recommended Materials

Posters for class norms and learning outcomes

Flipchart or whiteboard with markers

Small and large color markers on each table

Handouts:

“Career First Aid” - © EOS Career Services 2007

“Coping with Anger and Loss” – EAP

“Strategies for Managing Stress” – EAP

“Change and Innovation Template”

“Change or Event” Worksheets

“The Process of Transition diagram/Handling Change” handout

1 sheet of flipchart paper & markers for each team of 3-4 participants

6 sheets of Post-it® flipchart paper

3 cards/slips of paper for each participant (for poster activity)*

Room Set-Up

Four groups with up to four people at each table

Instructor Preparation

Before class, distribute brochure, slips of paper, and all handouts except “The Process of Transition/Handling Change.”

*Prepare flipchart/white board for closing activity. Headings of “Event,” “Negatives” and Positives.” Prepare Flipchart Heading.

Training At A Glance Leader Guide

Page iv Handling Change

Training At A Glance

Time Module Description

<<90 Minutes

Handling Change

Welcome participants, review class norms and learning outcomes. Run the class opener so the participant experiences the stress/anxiety associated with change and debrief

Review definitions of change and transition and discuss “The Process of Transition” diagram/Handling Change” handout.

Do a word association activity, then team up to create a poster with graphics representing three chosen words. Facilitator debriefs the activity.

Review and discuss handouts

Examine the negative and positive aspects associated with a future event or change and debrief

Leader Guide Handling Change

DVS Training Page 1 Rev. Date 11/2/2010

Handling Change

Purpose

The purpose of this module is to provide the participants with tools that assist in the transition to changes in their work environment and personal lives in order to improve internal and external customer service

Time

<90 Minutes

Process

Welcome participants, review class norms and learning outcomes. Run the class opener so the participant experiences the stress/anxiety associated with change and debrief

Review definitions of change and transition and discuss “The Process of Transition” diagram/Handling Change” handout.

Do a word association activity, then team up to create a poster with graphics representing three chosen words. Facilitator debriefs the activity.

Review and discuss handouts

Examine the negative and positive aspects associated with a future event or change and debrief

Materials Needed

(See page iii.)

Handling Change Leader Guide

Page 2 Handling Change

Welcome

Welcome. My name is (facilitator’s name).

REVIEW the Class Norms.

REVIEW the Learning Outcomes:

Today we’re going to talk about:

The definition of change and transition

The stages in the transition process in work and personal settings

Identifying strategies for managing change and what works best for you

How to recognize the impact change has on internal and external customer service

SAY: Let’s take a look at the difference between change and transition?

Answers:

Change is the event – something ends and something new begins or you replace one thing for another

Transition is the process where you adapt to a change, something new, or an event



Change and Transition

Change is a part of everyday life and plays a part in our growth and opportunities. However, it can also contribute to stress.

Major changes, such as marriage, divorce, a death of someone close to you, job change, serious illness, birth of a child or grandchild, etc., can affect you on an emotional and physical level.

Emotional effects can be

Hostility, depression, or,

Happiness and excitement.

Physically stress and tension can cause

Run down, susceptible to illness.

Disruption of sleeping patterns

Muscles ache and increase blood pressure

ASK: Think about the changes you have experienced, some were immediate and some gradual.

How many of you handle immediate change better?

How many of you handle gradual change better?

Will someone share why they like that type of change?

Possible answers Gradual changes or changes made by our own choice make it

easier to adapt because you have more control.

Immediate - change is done and over with

ASK: Why do people resist change?

Possible answers Fear of the unknown; feeling powerless.

Unexpected; loss of control

Unresolved resentment from past experiences.

Different routines and surroundings

Distribute the following handout(s):

“The Process of Transition “diagram/”Handling Change” handout




SAY: All of us have had a major change in our lives, good or bad. We just discussed that change is the event and transition is the process. As we take a look at the “Process of Transition,” think about a major change or changes in your life and see if you can envision going through the transition levels.

Keep in mind that you may not go through all of the stages. Some stages may be brief and you may not be conscious of them.

Gloria May, a hypnotherapist, adapted John Fisher’s “The Process of Transition” diagram using quitting smoking as the change. I will highlight the diagram using Gloria’s adaptation.

Anxiety and confusion – “Can I cope?”

Become anxious if information is lacking or when you are aware an event is outside of our control.

Happiness or elation – “I will stop now; I have made up my mind!”

May feel elated or relieved that something is going to change, or others share your viewpoint.

Denial or bargaining and rationalizing – “It would be illegal if it was that bad.”

Might not accept the change and deny that there will be an impact, ignoring information that is contrary to your beliefs.

May keep using old practices or processes.

On the positive side, if a change is overwhelming, this stage can allow us time to prepare for it.

Fear – You realize that you will need to act in a different manner and may wonder how the change will affect you.

Threat or relapse– You may think the change will radically alter your future choices and other people's perception of you.

May be unsure as to how we will be able to act or react in a totally new environment

Guilt – “Why did I have that puff! Did I really do or say that? Did I do enough…? Did I do too much…?




Disillusionment or defeat– “I can’t do it, I give up.”

Feel your beliefs and goals seem incompatible with those of another person or our division.

Feel unfocused or dissatisfied. This can cause us to withdraw and just “go through the motions’” or “do the bare minimum.”

Hostility – “How could I be that stupid!” I never should have started smoking again.

Depression – “I miss my cigs.”

Unsure what the future holds or how you fit in, it may cause depression.

May feel this way when you know the change is needed but feel powerless.

This phase can lead to a lack of motivation and confusion.

Gradual acceptance – You move forward and finally let go of the past and look for opportunities associated with the change. “I can survive.”

Moving Forward or celebrating – “I feel better every day!”

You incorporate the change into your life.

SAY: So, you can be excited or happy about the change but it still can cause stress, depression, jealousy, etc.

ASK: In thinking of one of your major changes, can you see yourself going through some of these phases?



Making Connections

ASK:

In your situation, what stages did you experience?

Possible answers:

Anxiety or fear stage because your situation was not comfortable and you did not want to change it

The happiness stage, envisioning a better situation or work environment

Acceptance – the work relocation may make your job easier because you will be closer to your internal customers

TRAINER NOTE

If work-force planning comes up:

Did you feel the anxiety or fear stage, possibly wondering about the future of your job? You may have moved to a happiness stage by envisioning the opportunity to move into a new position as people retire.

If telecommuting comes up:

“Yes, these types of changes can be very frustrating to all of us. Did you move to “Threat” rather quickly? Where do you think you are in the transition stage?



ASK:

What was your reaction?

How did your reaction impact the external customer?

SAY: People may provide different service to customers, depending on what transition stage they are in. Think about the service you would provide if you were in the acceptance stage versus the fear or depression stages.

ASK: We just discussed several changes, including the upcoming move. How do you think service to internal and external customers is impacted by these changes?

(Flipchart the answers.)

Possible answers:

Unproductive or do the minimum

Bring down others around us

Take anger/frustration out on internal and external customers or home and personal relationships

Become gruff or short when talking with others

Uninformed

Unapproachable

SAY: Several changes at the same time can cause additional stress and cause people to be in a different stage in the transition process

Understanding that people may transition through the process at different rates can be beneficial in the getting through the transition stages.

ASK:

If there is a change you do not agree with, do you immediately go into negative stages?

If yes:

Now, knowing what you know, will this information help you transition through those stages?

Transition to Activity:

We are going to take a closer look at what change means to you.



2 minutes

2 Minutes

5 minutes

WORD ASSOCIATION ACTIVITY

This module is about change.

Part 1: Word Activity

Let’s get started on the first part of the activity. This is an independent activity, which means that you do not talk to each other.

You each have 3 slips of paper.

When you hear the word change, what other words, ideas, concepts, or issues pop into your mind?

Write three different words or phrases associated with the word change, one word or phrase per paper. Obviously, there are no correct or incorrect answers. Write whatever words come to your mind.

Don’t forget, one word or phrase per slip of paper. You have 1 minute to complete the task. Please begin now.

Part 2: Card & Team Up

Please gather your group’s slips and pass them to the group next to you.

Review everyone’s words or phrases and jointly select three with the strongest association to the word change. Remember that everyone should participate in this selection process.

You have 2 minutes for this activity. Please begin now.

(Distribute flip chart paper when you announce “times up.”)

Part 3: Graphics (OPTIONAL)

Ready or not, here we go to the next part. Each team will create a poster on the flip-chart paper I gave

you. Make a drawing or drawings that represent each of the words

or phrses your group chose as most strongly associated with the word change.

Cannot use letters, numbers or symbols in your drawings. You have 5 minutes to complete this task. Please begin now.



5 Minutes

Part 4: Display (OPTIONAL)

Please have a member of each team hang your poster on this wall. Congratulations on your brilliant posters.

Ask participants to guess the words. Look at this first poster and call out words or phrases that are

reflected by the graphics. If your team created the poster, do not to give any clues or feedback.

If participants cannot guess, ask the team members to provide the words/phrases and write them on the drawing(s).

Repeat the process with all posters.

5 Minutes

Part5: Debrief

ASK: Can we classify the words or phrases into positive, negative,

and neutral categories? Record a +(possitive), - (negative) or (neutral) next to the word or phrase on the posters.

So, which category did we classify the most words/phrases into?

Do you think it is possible for all people to feel positive about a change? What type of change would it be?

Which word on the list surprises you the most as being associated with change?

Which word is currently the one word that you most strongly associate with change?

TRAINER NOTE

If you are ahead of schedule, explore other words such as innovation, progress, stress, constant, improvement, etc.

Transition to Breaking out of a Transition Crisis

Sometimes, if we find the change difficult, we get stuck in a transition crisis. Let’s look at some information to help you break free.



Breaking Out of a Transition Crisis

SAY: I’m going to touch on some key points on these handouts. Please read them more in depth when you have some time. The “Career First Aid” handout has some tips that can help you breaking free of a transition crisis.

1. First, “stabilize the situation.” Get help or advice from others.

2. Take care or yourself and manage the symptoms of stress to get back in control and think clearly. Three key factors are fitness, preparing for stressful situations and relaxation (stress dumping).

3. Seek help and information for immediate problems. Some situations need prompt action or referral for expert advice, but you can also consult with someone you trust and respect.

4. Buy time for major decisions.

5. Check options and discuss them with others to help sharpen your ideas about what really matters.

6. Do not give up. Hard times show us life from a new perspective. A crisis can help you let go of old ways and come to terms with a new reality.

7. Eat your elephant a spoonful at a time. If you are stuck, find the smallest, easiest piece you can do successfully. Small victories give us confidence to move forward again.

8. Support your friends and co-workers. Do not scapegoat or get jealous. If someone got a new job or promotion, do not let people belittle him or her for their ambition. Stand up for them.

9. Have something to look forward to. Plan things you enjoy, time for yourself, and to be with people you like every week, starting today!




Please look at the “Coping with Anger and Loss” handout. Although we usually think of grief in terms of a death, we experience grief anytime there is a disruption in our lives, or our expectations are not met. When we reviewed the “Process of Transition” diagram, we talked about how loss can result in anger, sadness, doubt and anxiety. If you are “stuck” in the anger phase, consider the presence of grief. Although anger can motivate us to attain our goals, you must be able to distinguish the things you can attain from those you cannot. Please take a minute to read the sections “Identify what you CAN influence – and let go of the rest.” Pick out two things or, think of other methods that you think will help you to manage change. ASK:

Which suggestions do you think would help you?

TRAINER NOTE

If no response, come up with a personal example: When I have difficulty letting my anger go, I write my thoughts down or compose an email. I may never send it but allows me time to calm down. If I respond too quickly I may escalate a situation.

Do you have any other strategies that work for you?

Possible answers:

Talk to family, friends or co-workers willing to listen and help me through the situation

Look for options

Talk to a counselor

Write in a journal

Rate the importance to you




The “Strategies for Managing Stress” contains four strategies to avoid, reduce and get relief from stress.

1) Build up your stamina and resistance to withstand the pressures of your situation

Exercise, feed your body and treat yourself kindly.

Replenish through relaxation, sleep and by establishing regular patterns.

2) Organize yourself by controlling the way you spend your time.

Pace yourself, Make choices and set priorities.

Set goals and strive to reach them.

3) Change your viewpoint by seeing the choices in your life

Replace judgment with curiosity.

Let go and close some doors. Accept your limits, give yourself positive messages.

See the humor in the pieces of life that simply do not fit together.

4) Manage your environment.

Practice the art of saying no, the art of retreat.

Tune into other’s feelings.

Seek out supportive relationships and nest building.

TRAINER NOTE

(Use personal example): When I arrive home at the end of my commute, I give myself a few minutes to clear my head, relax and do some deep breathing. I have found that it makes the transition to family life much easier and more enjoyable.

When you have some time, please read the tips and pick out strategies that you think would help you manage stress.

Determine what issues you should be concerned with, what to let go. Take care of you!

Let’s close with a look to the future.



Closer

Record participants answers on prepared flipcharts or whiteboard

ASK: Can you tell me what changes or events you are looking forward to in your future? (Specifically about MNLARS?)

Possible answers:

Vacation/travel

Buy new clothes, a house, a boat, etc.

Retirement

Birth of a child/grandchild

Child going to college

5 Minutes

SAY: Great answers. Please pair up. You each have a paper with 2 columns. Use one of the sheets or both if you run out of space. Pick one of the changes or events listed on the flipchart and write it on your paper. Explore all aspects associated with the event and list both the negative and positive aspects. Please select a spokesperson. You have 5 minutes.

ASK each spokesperson:

Which event did you choose and what negatives did you come up with for the event?

(Record responses on the flipchart/whiteboard.)

Possible responses:

Vacation/travel – lack of money, lack of time off

Buy new clothes, a house, a boat, etc. – lack of money

Retirement – lack of money, nothing to do, friends still working

Birth of a child – can’t go out as often, increased expenses

Child goes to college – will miss him/her, worry about him/her, financial worries



Ask each spokesperson: What did you come up with for positive associations? (Record responses on flipchart/whiteboard.)

Vacation/travel – learn about new cultures, relaxation

Buy new clothes, a house, a boat, etc. – exciting, new look, more room, enjoyment

Retirement – Do what I want, sleep in, travel, time for hobbies or charitable/volunteer work

Birth of a child – Feeling of family, watch them grow and learn, bring you closer to your mate.

Child goes to college – more quiet time, more space in the house TRAINER NOTE

If someone picked the same event, ask what they had different.

SAY: When you are having difficulty in dealing with a change, it may help you to write yourself a list of the negatives and positives. Then ask yourself, which aspects you have control over and how and when you can take charge of the aspects.

We have provided a Change and Innovation Template that can help you address the issues relating to a change.

We cannot provide you with a “cure-all” to handle change; rather, we can raise your awareness of the transition process and provide you with some information and tools to use in preparing for change.

Keep in mind, the end will be a new beginning!

Change Quotes

Change has a considerable psychological impact on the human mind. To the

fearful it is threatening because it means that things may get worse. To the

hopeful it is encouraging because things may get better. To the confident it

is inspiring because the challenge exists to make things better.

King Whitney Jr., President, Personnel Laboratory Inc

They always say time changes things, but you actually have to change them

yourself.

Andy Warhol (1928 - 1987), The Philosophy of Andy Warhol

Only I can change my life. No one can do it for me.

Carol Burnett (1936 - )

We all have big changes in our lives that are more or less a second chance.

Harrison Ford (1942 - ), quoted by Garry Jenkins in 'Harrison Ford: Imperfect Hero'

Things do not change; we change.

Henry David Thoreau (1817 - 1862), Walden (1970)

Nothing endures but change.

Heraclitus (540 BC - 480 BC), from Diogenes Laertius, Lives of Eminent Philosophers

It's not that some people have willpower and some don't. It's that some

people are ready to change and others are not.

James Gordon, M.D

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Change or Event: ___________________________________________________________

Negative Associations Positive Associations

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Handling Change

“To exist is to change, to change is to mature, to mature is to go on creating oneself endlessly.” Henri Louis Bergeson, Scientist

What is the difference between change and transition?

Change is the event – something ends and something new begins; replacing one thing for another.

Transition is the process – adapting to a change, something new, or an event.

Change is a part of everyday life. It can contribute to individual growth and opportunities, but it can also contribute to stress with the demands associated with it.

Major changes can affect you on an emotional and physical level. Many times these changes are unexpected (a death of someone close to you, a serious illness, etc.) or they may be expected (job change, moving, etc.).

Gradual changes or changes made by our own choice are easier to adapt to. Some changes are gradual and some happen on a daily basis. We adjust to events in our lives. If you initiate the change, the transition may be easier as you have more control.

Why do people resist change?

People resist change for many reasons – fear of the unknown; feeling powerless; it is unexpected; loss of control; unresolved resentment from past experiences; different routines and surroundings.

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