There is one constant when running any business including climbing gyms: CHANGE. I know that sounds corny, but it is absolutely true. As your business matures and grows, so will the needs of the business. As the world changes and market forces affect your business, so will the needs and desires of your customers. You will inevitably need to change policies, practices, team structures, pricing and products. How will you manage those changes? Here are some easy best practices to follow when rolling out any change big or small
ADKAR - A Format for Managing Change
A → Awareness of business reasons for change
Why are we doing this?
D → Desire to engage and participate in the change
What’s the motivation?
K → Knowledge about how to change
What are they expected to do, or do differently? *
A → Ability to realize/ implement change at the required performance level
Do they have the necessary skills/tools/resources to do what is expected?
R → Reinforce to ensure change sticks
How to keep it going, prevent reversion or backsliding?
Change Management Planning Tool
When preparing for change, ask the below questions and be prepared to communicate the answers.
WhoWho are all the people/groups with whom you need to communicate? | WhatWhat message(s) do you need to communicate to each? Be specific. | By WhenWhen do you need to communicate? What is the deadline? | HowWhat method of communication will you use? | AccountabilityWho specifically is accountable for this message and following up on it? |
Strategies for successful change management plan
Whenever possible and appropriate, meet 1:1 with people affected by change ahead of sharing in a group setting. People don't like feeling surprised. For example, let a manager know about something that might affect their people 1:1 before notifying the larger group. This gives the manager the time to ask questions and be best prepared to support the change and their team.
Think thru the ADKAR model for each situation and build a plan using the prompts above
Look for the benefits—help to identify “what’s in it for me” for those affected
Communicate early and often
Recognize that high-change periods may involve extra work, which can add to additional feelings of stress
Discuss the timetable for change; what will happen when
Acknowledge behaviors/feelings, but use neutral language
Don’t be afraid to say “I don’t know”
Don’t make promises you can't follow through on
When you hear “resistant to change”—investigate further. Use as an opening for dialogue and learning.
Invite participation and input; be open to all perspectives
Encourage people to share their concerns and challenges
Think before responding in pressure situations
Review and/or celebrate successes
Increase confidence by identifying what is possible, rather than what is impossible
Model and reinforce the behaviors you expect of others
Communicate early, and often. Transparency and follow through builds trust. "Here is what is happening, and here is when you can expect the next update"
Strategies for Moving Forward
Understand that before you can begin something new, you have to end what used to be.
Acknowledge losses openly and sympathetically.
Don’t be surprised at “overreaction.”
Give people information continuously.
Define what’s over and what isn’t.
Treat the past with respect.
Don’t underestimate the impact of the “little things”
Understand that people want “beginnings” to happen but may also fear them at the same time.
Provide the four “P’s”:
Purpose – why we’re doing this
Picture – where we’re going, what the future will look like
The Plan - how we’re going to get there
Part to Play – how you/they can help
Reinforce the new beginning by:
Being consistent
Looking for quick wins and building on those successes
Symbolizing the new identity
Celebrating successes/acknowledge contributions
Ensuring accountability → Without doing so, people will revert back to what is most comfortable, most natural
Reasons for Lack of Engagement During/After Change
Mixed messages
Don’t understand the message
Don’t believe the message
Don’t accept it
Take it personally
Source not credible
No incentive to change
No personal commitment to the change
Required giving up something that is valued
No role models
Rise Above collaborates with clients to enhance their ability to effectively manage change. We start by identifying what changes need to be made and then building the plan to execute.
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