Managing Change April 15, 2011 Linda Gordien, Cardinal Health 47 th Annual Conference Surviving Healthcare Reform-Bridging the Gap

2 Change, some are hard some are easy Leading condiment 15 years ago- Ketchup –Today Salsa Ambiguity is the enemy of change Clarity helps us get through change Knowledge is rarely enough to create change –Example- Cigarette packaging outside the US Emotion Sparks Change Technology and Fashion= constant changes

3 Fashion Changes every year..or does it?

4 To quote a famous speaker… “Time for a Change” “They are waiting to be lead” Everyone wants to do something to help, but nobody wants to be the 1 st ( Pearl Bailey) Adopt a go beyond mentality Feel comfortable with change!! Let’s get started!!

5 Goals of our time together Develop a common language to help us all get through change Tools to help us work together Understand what we are feeling as change occurs be it professional or personal Develop ways to help each other through changes at work and possibly at home as well

6 Change and Transition Change: an event that is observable, situational, external to oneself. It starts with a beginning. Change sets into motion the transition process. Transition: is psychological, it is a three phase process that individuals go through over time to come to terms with the external changes. It starts with an ending. “Unless transition occurs, change will not…” William Bridges

7 William Bridges, Author and Consultant on human and organizational change wrote: States that within all change experiences there are three Phases: 1.Ending, Losing-”letting go of the old ways 2.The transition or Neutral Zone-”Critical psychological realigments and repattering take place.” 3.The New Beginning- new identity, new energy, new sense of purpose

8 Changes in the Industry and Market Health Care Reform Budget cuts New Safety regulations (never events) More Data than we know what to do with Aging population Aging parents Demands of your family… Retirement????

9 Key take aways on how to lead change Time and energy are the main cost of change If everyone is extremely happy with the way things are, it is more difficult to change them If current dissatisfaction is high enough, then anyone can change, regardless of age Change shouldn’t depend on your comfort zone, but what is needed for a particular situation

10 Phases of individual transition Endings The Neutral Zone New Beginnings How do you manage the depth and duration of the transition?

11 Stages of individual transition Endings The Neutral Zone New Beginnings Numbness Anxiety Shock Confusion Anger Fear Frustration Cynicism Hope/Skepticism Acceptance Impatience Curiosity Enthusiasm Trust Excitement Relief Denial “Never” Resistance “Someday, Maybe” Exploration “Now Feels Right” Commitment “Forever” “Preparation, Soon” Valley of Despair

INTENT TO PROTECT Focus: PAST Emotion: FEAR Internal Process: REACTION (automatic) Attitudes: Threat Defense Judgment Blame External Focus: CONFLICT (win / lose) Outcome: SEPARATION INTENT TO LEARN Focus: PAST/PRESENT Emotion: EXCITEMENT Internal Process: CRITICAL THINKING Attitudes: Opportunity Flexibility Acceptance Curiosity External Focus: RESOLUTION (win / win) Outcome: CONNECTION Change Is Neutral NEUTRAL

13 “It’s not so much that we’re afraid of change or so in love with the old ways, but it’s that place in between that we fear……It’s like being between trapezes. It’s Linus when his blanket is in the dryer. There’s nothing to hold on to. - Marilyn Ferguson, American Futurist

14 The Valley of Despair “I can survive the old way. I can survive the new way. It’s the *&%$# transition that’ll kill me.” Bruce Rupport Agway

15 3 Behaviors that keep someone in the Valley of Despair… 1.Made Up Stories 2.Excess Baggage 3.Circle of Influence, Circle of Concern

16 Seven Dynamics of Change 1.People will feel awkward, ill-at-ease and self conscious 2.People will think about what they have to give up 3.People will feel alone even if everyone else is going through the change 4.People can handle only so much change 5.People are at different levels of readiness for change 6.People will be concerned that they don’t have enough resources 7.If you take the pressure off, people will revert back to old behavior

17 Managing Transitions Attention to the “ OLD ” Attention to the “ NEW ” NEUTRAL ZONE FOCUSFOCUS T I M E Introduce Change

18 Your Support Network Cheerleaders Esteem builders Role models Technical supporters Advisors Celebrators Catalysts

19 A little training exercise….

20 bed rest awake night dream eat snooze nap relax sound slumber snore 12 Words 15 seconds

21 Now write the 12 words you observed….

22 bed rest awake night dream eat snooze nap relax sound slumber snore 12 Words

23 “I was telling myself all sorts of awful things, and what’s worse, I believed me.” Excerpt from “Aftershock”

Thank You!