Successful Transitions

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The transition from an old to a new process or system, from a previous manager or key employee to a new hire, or any other change is tough. Understanding more about how to manage the process will make it all go a bit easier. With the right information you can make a difference between a successful transition and one that just doesn’t work well. This post highlights some aspects of change based on “The Transition Model,” by change expert William Bridges, whom I had the pleasure and opportunity to study with. Besides reviewing this article, you might also find it helpful to watch Change expert Naomi Karten and me discuss change and transition.  Coping with Chaos: Change and Transition

Even a positive change like a new piece of equipment can make people feel uncomfortable. The most common reaction to change is to second-guess it, or even resist or oppose it. By understanding why your team is dragging their feet or expressing reluctance, you will be in a better position to help them accept and ultimately support the change that is coming.

William Bridges distinguishes between changes—something that happens to us by our own choice or is thrust on us—and transitions—the process that happens in our minds and feelings as we go through a change.

Change can occur quickly, in a moment in time—the day we got a promotion; signing the closing papers on a home; buying the business; hiring a new office manager. But the internal transition is usually slower. It simply takes time to get used to a change.

There is a tendency to go through three stages as we move through a transition:

1. The Ending—things as we know them have changed.
2. The Neutral Zone—an often messy time sort of muddling about before moving on.
3. A New Beginning—a new status quo develops as the change is consolidated.

People move through transitions at different paces. Entrepreneurs may jump from an old to new business adjustment much more quickly than their employees or team members. Some people will need to linger in the Neutral Zone while trying to understand or accept a difficult feeling change.

Here are some ideas about how to help make a transition more efficient and comfortable so your team can execute as quickly as possible:

Endings

•Slow down the process in order to speed up the process. Invest the time now to eliminate future problems.
•Be open and transparent about what’s going to happen.
•Emphasize what will stay the same—values, schedules or whatever.
•Accept that there will be resistance. Listen to peoples’ feelings. Listen to concerns. Listen to fears. There will be denial, anger, sadness, disorientation, loss of identity, frustration, and uncertainty. Listen well.
•Be clear about how you will help them adjust. Offer training and resources they may need, which you’ll discover because you were listening!

The Neutral Zone

•The way you help your team prepare for the coming change will determine how long people may muddle about before getting on with the new change.
•Expect some people to feel overloaded and uncertain or confused. Others will feel impatient. It takes time to adjust to a new management system or style.
•The leader who pays attention can often find ways to offer support that will keep the process moving.

The New Beginning
You know you’ve arrived at a stage of acceptance and renewed energy when people begin to embrace the change. They start to see their efforts pay off and to feel more comfortable. Don’t let down now. You need to help your team sustain their energy and enthusiasm.

•Help people see how their personal goals connect to your long-term vision and objectives.
•Be certain everyone hears how team members implement the change successfully.
•Acknowledge peoples’ grit and persistence.

This is the quick executive summary but implementing any piece will likely help make the transition go more smoothly.

If you are about to implement some change, anything from hiring a new key team member to changing some part of your system, let us help you strategize how to more effectively implement the change. We can even come in to help your team see their way through it. If you’ve currently stalled, call or email us and we’ll show you how to get moving again.

Better to Forgive than to Forget

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Some recent research found that forgiveness affects perception of difficulty even during physical performance. Jay and I have been discussing how forgiveness might also affect the workplace.

The research found that just thinking about a time you didn’t forgive someone increased the perception of a hill’s steepness and decreased your ability to jump. At first glance neither seems related to any advantage for forgiveness in work or personal relationships. But let us suggest some possibilities.

Imagine your reaction if a team member, one more time, doesn’t follow through on an assignment or avoids thinking for themself and asks you a series of obvious and frustrating questions. You’ve been here before and your irritation level spikes. If you’re jumping ahead and thinking that we’re going to ask you to forgive the team member, well that may help, but actually the idea we’ve been thinking about may be even more important to you.

In the situation above, your response may not have been very measured and thus probably doesn’t decrease the odds you will do any better next time. Let’s face it, you blew it and now that you’ve calmed down you’re blaming yourself. Our question is, would it help to forgive yourself?

Many of our executive clients admonish themselves for “stupid” mistakes or misjudgments. They’ve read lots of advice to “put it behind you” or “let it go” but it’s possible that you might create better future solutions and stronger working relationships if you forgive rather than to try to forget. The perception of the magnitude of the effort it would take to train team members and build more effective management approaches—the hill you have to climb—might seem less daunting if you started with a bit more understanding i.e. forgiving yourself.

Once self-recrimination is tempered by or resolved with self-forgiveness, it seems reasonable to expect that we might free up our focus, creativity and energy. Tasks, including repairing our mentoring role with team members, may look less formidable.

Have you practiced a process that acknowledges, forgives and lets you get on with the task? This is where the mental game comes to the front. How quickly can you forgive your own missteps and begin to work on a different solution and repair the relationship you injured?

One hint is to focus forward with coaching prompts like :

“Well I won’t do that again!”
“That was a learning experience.”
“I lost my focus on that move.”
“What would I do differently next time?”

All of which lead to better future results than blaming and staying stuck regretting the experience.

Superior management skills and results come from practicing emotional control and getting more proficient at the basics of support and influence.

Incremental Changes Build to Success

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Doing all or nothing often feels easier than making minor adjustments. An all or nothing approach takes fewer on-going decisions than a moderate approach. But the huge investment of time and energy can put enormous pressure on us, which may not be feasible given other responsibilities. Then the excuses come—“I’d do all if I only had more time, better employees, a bigger budget, but I don’t, so I’ll do nothing.”

Smaller steps are not as exciting and may not feel like they’re worth the effort. Try setting a goal that feels worth investing in, but only pushes your schedule and commitments a small amount—enough to notice an improvement but well within your realistic capabilities.

Here’s an example of a moderate approach to change the way you train your employees or regulate your work schedule. A client of ours was trying to prepare her team for a major restructuring that would require a number of current team members to begin working more independently. She came to us asking how she could get them to begin making the decisions that she currently did.

She understood that she needed to stop answering their questions and encourage them to find answers by themselves. But she was worried that they would think it strange and even hostile if she simply refused to answer their questions one day.

“How do I explain the change?”

“How often do you answer their questions now?” Jay asked.

“They really aren’t required to think about all the ramifications of most questions so it’s faster if I just answer them and they can get back to work.”

“You need to consider potential future responsibilities when you’re training and working with current line-level team members. Start ongoing, incremental training by challenging them to think in order to prepare them for future responsibilities. In addition, you will have a system to recognize potential leaders. Be transparent about your training intent and regularly ask for suggested answers, which you can then evaluate with the team member.  Now, in your current situation, be transparent about your intent to encourage them to quickly develop answers on their own, but don’t leave them frustrated with no answer.

How about telling them, ‘I want you to begin to come to me with both questions and your best answers. We will spend a minute talking about your thinking. Most of the time I will then expect you to go ahead and implement the answer you think works the best.  I know you will make some mistakes, but I trust you to push questions back to me, if you think it might cause serious harm to a client or the business. There may well be an increase in your stress at the beginning, but I’ll stand with you and we will take this a step at a time.’”

She tried it and reported that one team member was flying solo within three days—a competence she would have recognized, if she had been asking for answers all along. Another team member experienced a great deal of anxiety about shouldering the responsibility even though her answers were solid. Again, even though this person rose to the challenge, the transition would have gone more smoothly with a longer ramp-up time. The third team member was great at follow through but poor at strategically thinking through the ramifications of complex answers. An incremental approach over time would have also identified this fundamental weakness and not wasted precious transition time trying to train-up a poor management candidate.

Transitions and change don’t tend to happen in one fell swoop. The first step is most often a small one—a trial, an experiment, a taste of something different. Trying things in small steps also allows lots of room for innovation and for learning what is effective. Small steps leave room for corrective action.

Don’t expect to implement a change with maximum effect and minimum time investment by simply flying into it whole hog. We can help you plan how to integrate change into your team interactions with the least disruption to your work flow and the most benefit. Contact us for more information and a strategic planning session.

First Understand, Then Resolve

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One of our colleagues sent us the following email upon receiving Jay’s new book Simple Steps to Change: Your Business, Your Life: “The segment below is so great it should be highlighted in bright lights. It’s so good. Should be required reading for everyone.” Here are a few excerpts along with our colleague’s favorite parts that are italicized in bold:

First Understand, Then Resolve

You need to plan for two or three conversation stages.

The goal for the initial stage is to become thoroughly familiar with each other’s point of view, thinking, and intuition. To gather this data, ask questions about anything you aren’t positive you understand and ask for confirmation that you’re correct on anything you think you do understand.

It is crucial for your understanding of the other person’s position that you help them feel safe, especially if they disagree with you or are sure you don’t understand them.

To create safety it’s better not to take an absolute stance as if you know best. You need to be equivocal in your statements and questions—meaning that you do not speak in absolutes, or as if you know something for sure.   

Listen Before You Leap

It is hard to have the patience to listen to someone when you’re pretty sure you already know what they are going to say. It can drive you up the wall if their point is obvious and they talk slowly or keep repeating each argument a number of times.

To check out that you still understand everything, ask the speaker if you heard them correctly. Repeating their main points will force you to listen. Then ask if you have missed anything.

If you want to enrich your bottom line, retain your best employees, and be on the leading edge of changes, listen patiently. Grit your teeth and pull your hair out, but listen!

Creating a Safe Space for a Hard Conversation

Here are some fundamentals for having a safe, non-confrontational conversation:

Use words and phrases that underline that you don’t know the Truth, that you only have some of the information. (This is almost always the case.) “My experience is…”, “From what I can see it looks like…”

Constantly ask questions that reflect your willingness to be corrected. “What am I missing?”, “Can you see something I’m missing?”

Do not try to convince someone that you’re right. You may be, but there is a good chance you’re only partially correct or not even quite that much.

Mostly listen and do very little talking until you understand what the other person is saying. It may help to repeat to yourself, “Listen carefully.” Or “Stop thinking of rebuttals and just listen for a while.”

Think about what assumptions you’re making and try to ask truly curious questions. “I’d like to understand better. Please share some of the information you’ve learned about why that is the case.”

Once you are fairly certain you understand each other, you need to move to the resolution conversation.

You can check out or order Simple Steps to Change: Your Business, Your Life on Kindle or softcover at http://www.amazon.com/s/ref=nb_sb_noss?url=search-alias%3Daps&field-keywords=simple+steps+to+change+your+business.

If you would like us to send you the complete section of First Understand, Then Resolve, please email us. And, if you’d like the chance to put these important skills into practice, we’re here to help you. Just call or email.