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Change Management:
The Systems and Tools for Managing Change


Scope of change management

This tutorial provides a summary of each of the main areas for change management based on Prosci's benchmarking research with more than 3400 organizations over the last 15 years.

The purpose of defining these change management areas is to ensure that there is a common understanding among readers. Tools or components of change management include:


Change management process

The change management process is the sequence of steps or activities that a change management team or project leader would follow to apply change management to a project or change. Based on Prosci's research of the most effective and commonly applied change, they have created a change management process that contains the following three phases:

Phase 1 - Preparing for change (Preparation, assessment and strategy development)

Phase 2 - Managing change (Detailed planning and change management implementation)

Phase 3 - Reinforcing change™ (Data gathering, corrective action and recognition)

 



Figure 1 - Prosci 3-Phase Change Management Process
 

The Prosci 3-Phase Process is available in two Do-It-Yourself options for immediate access to the methodology and tools:
    -  Change Management Pilot Professional: online option, $489 - order | learn more
    -  Change Management Toolkit: hardcopy option, $389 - order | learn more
Also presented in Prosci's acclaimed 3-day Certification Program: brochure | see schedule

 


Defining change management

It is important to note what change management is and what change management is not, as defined by the majority of research participants.

  • Change management is not a stand-alone process for designing a business solution.

  • Change management is the processes, tools and techniques for managing the people-side of change.

  • Change management is not a process improvement method.

  • Change management is a method for reducing and managing resistance to change when implementing process, technology or organizational change.

  • Change management is not a stand-alone technique for improving organizational performance.

  • Change management is a necessary component for any organizational performance improvement process to succeed, including programs like: Six Sigma, Business Process Reengineering, Total Quality Management, Organizational Development, Restructuring and continuous process improvement.

  • Change management is how we drive the adoption and usage we need to realize business results.
     

Prosci's definition of change management: Change management is the application of a structured process and set of tools for leading the people side of change to achieve a desired outcome.
 


Readiness assessments

Assessments are tools used by a change management team or project leader to assess the organization's readiness to change. Readiness assessments can include organizational assessments, culture and history assessments, employee assessments, sponsor assessments and change assessments. Each tool provides the project team with insights into the challenges and opportunities they may face during the change process.

  • Assess the scope of the change, including: How big is this change? How many people are affected? Is it a gradual or radical change?

  • Assess the readiness of the organization impacted by the change, including: What is the value- system and background of the impacted groups? How much change is already going on? What type of resistance can be expected?

  • Assess the scope of the change, including: How big is this change? How many people are affected? Is it a gradual or radical change?

  • Assess the readiness of the organization impacted by the change, including: What is the value- system and background of the impacted groups? How much change is already going on? What type of resistance can be expected?

  • Assess the strengths of your change management team.

  • Assess the change sponsors and take the first steps to enable them to effectively lead the change process.
     


Communication and communication planning

Many managers assume that if they communicate clearly with their employees, their job is done. However, there are many reasons why employees may not hear or understand what their managers are saying the first time around. In fact, you may have heard that messages need to be repeated 6 to 7 times before they are cemented into the minds of employees. That is because each employee’s readiness to hear depends on many factors. Effective communicators carefully consider three components: the audience, what is said and when it is said.

For example, the first step in managing change is building awareness around the need for change and creating a desire among employees. Therefore, initial communications are typically designed to create awareness around the business reasons for change and the risk of not changing. Likewise, at each step in the process, communications should be designed to share the right messages at the right time.

Communication planning, therefore, begins with a careful analysis of the audiences, key messages and the timing for those messages. The change management team or project leaders must design a communication plan that addresses the needs of front-line employees, supervisors and executives. Each audience has particular needs for information based on their role in the implementation of the change.
 


Sponsor activities and sponsor roadmaps

Business leaders and executives play a critical sponsor role in change management. The change management team must develop a plan for sponsor activities and help key business leaders carry out these plans. Sponsorship should be viewed as the most important success factor. Avoid confusing the notion of sponsorship with support. The CEO of the company may support your project, but that is not the same as sponsoring your initiative.

Sponsorship involves active and visible participation by senior business leaders throughout the process. Unfortunately many executives do not know what this sponsorship looks like. A change agent's or project leader's role includes helping senior executives do the right things to sponsor the project.
 


Coaching and manager training for change management

Supervisors will play a key role in managing change. Ultimately, the direct supervisor has more influence over an employee’s motivation to change than any other person at work. Unfortunately, supervisors as a group can be the most difficult to convince of the need for change and can be a source of resistance. It is vital for the change management team and executive sponsors to gain the support of supervisors and to build change leadership. Individual change management activities should be used to help these supervisors through the change process.

Once managers and supervisors are on board, the change management team must prepare a coaching strategy. They will need to provide training for supervisors including how to use individual change management tools with their employees.
 


Training and training development

Training is the cornerstone for building knowledge about the change and the required skills. Project team members will develop training requirements based on the skills, knowledge and behaviors necessary to implement the change. These training requirements will be the starting point for the training group or the project team to develop training programs.
 


Resistance management

Resistance from employees and managers is normal. Persistent resistance, however, can threaten a project. The change management team needs to identify, understand and manage resistance throughout the organization. Resistance management is the processes and tools used by managers and executives with the support of the project team to manage employee resistance.
 


Data collection, feedback analysis and corrective action

Employee involvement is a necessary and integral part of managing change. Managing change is not a one way street. Feedback from employees is a key element of the change management process. Analysis and corrective action based on this feedback provides a robust cycle for implementing change.
 


Celebrating and recognizing success

Early successes and long-term wins must be recognized and celebrated. Individual and group recognition is also a necessary component of change management in order to cement and reinforce the change in the organization.

The final step in the change management process is the after-action review. It is at this point that you can stand back from the entire program, evaluate successes and failures, and identify process changes for the next project. This is part of the ongoing, continuous improvement of change management for your organization and ultimately leads to change competency.
 


Summary

These eight elements comprise the areas or components of a change management program. Along with the change management process, they create a system for managing change. Good project managers apply these components effectively to ensure project success, avoid the loss of valued employees, and minimize the negative impact of the change on productivity and a company's customers. The Prosci Change Management Certification Program is a great option for hands-on learning about these eight elements and other tools for managing change.

 

 



Resource guide

For leaders and team members involved in managing a change project, these resources provide an immediate understanding and tools to help you maximize success.

RESOURCE WHO IS IT FOR?
Change Management Toolkit: a comprehensive change management process, includes specific sections on sizing your change management effort, communication planning, training development, sponsor roadmaps, and reinforcing change. Change leaders, consultants and change management team members - get templates, assessments, guidelines, examples and worksheets that help you implement organizational change management
Best Practices in Change Management: 650 companies share experiences in managing change and lessons on how to build great executive sponsorship. The report makes it easy to learn change management best practices and discover the mistakes to avoid leading change. Change leaders, consultants and change management team members - learn what is working for others, what is not, and what mistakes to avoid - includes team and sponsor activity lists. Includes success factors, methodology, role of top management, communications, team structure and more.
Change Management: The People Side of Change: introductory guide to change management -  an excellent primer and catalyst for change leadership with best practices from Prosci's latest research and case studies. Change leaders, executives and managers - learn the 'why,' 'how,' and 'what' of change management. "Change Management is like a driving school for change agents."  This 'quick read' includes the Prosci ADKAR Model and the Prosci 3-Phase Change Management Process.
Change Management Guide for Managers and Supervisors: complete with team and individual coaching activities, best practices findings and frequently asked questions. Managers and supervisors - a guide specifically designed for managers and supervisors dealing with change. This tool is ideal for managers who are directly dealing with employees facing change. Use with the Employee's Survival Guide to Change and the Change Management Toolkit.
Employee's Survival Guide to Change: a handbook to help employees survive and thrive during change. Employees facing change - answers frequently asked questions and empowers employees to be effective change agents with the Prosci ADKAR Model.
 

 

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Prosci Change Management Certification

"Amazing: these three days are going to save me
hundreds of hours and help me help my company
realize the benefits they seek."
Mike C., April 2011 participant

“I'm truly inspired!” Joe F., May 2012

“The most applicable training I have been to - ever!
Great, applicable training & usable tools.”
Chelle, November 2012

“Excellent course. Well worth the investment of
time and money. Excellent job!” Sue A., July 2012

 

Program highlights:

  • Learn the methodology through practical application to your current project
  • Learn from experienced executive instructors
  • Become part of a change management community
  • Earn 2.4 CEUs, 24 PDUs and 23.5 HRCI recertification credits
  • Walk away with products and course materials worth over $1000

Download the certification program brochure

Upcoming sessions:

  • Dec 3 - 5, 2013: San Francisco, CA area
  • Dec 3 - 5, 2013: Washington, DC area
  • Dec 3 - 5, 2013: San Diego, CA area
  • Dec 10 - 12, 2013: Portland, OR area
  • Dec 10 - 12, 2013: Chicago, IL area
  • Dec 10 - 12, 2013: Denver, CO area
  • Dec 10 - 12, 2013: New York, NY area
  • Dec 17 - 19, 2013: Washington, DC area
  • Dec 17 - 19, 2013: San Francisco, CA area
  • Jan 7 - 9, 2014: Chicago, IL area
  • Jan 7 - 9, 2014: Washington, DC area
  • Jan 14 - 16, 2014: Denver, CO area
  • Jan 21 - 23, 2014: San Diego, CA area
  • Jan 21 - 23, 2014: Orlando, FL area
  • Jan 28 - 30, 2014: San Francisco, CA area
  • Feb 4 - 6, 2014: Chicago, IL area
  • Feb 11 - 13, 2014: Washington, DC area
  • Feb 18 - 20, 2014: Portland, OR area
  • Feb 25 - 27, 2014: San Francisco, CA area
  • Feb 25 - 27, 2014: Orlando, FL area
  • March 11 - 13, 2014: Denver, CO area
  • March 11 - 13, 2014: Washington, DC area
  • March 18 - 20, 2014: San Francisco, CA area
  • March 18 - 20, 2014: Orlando, FL area
  • March 25 - 27, 2014: Chicago, IL area
  • March 25 - 27, 2014: Portland, OR area

REGISTER

Visit the certification training page

Email a certification inquiry or call
+1-970-203-9332 to register today.

“Awesome! Best training program I have attended in my career!”
Ryan L., May 2012

“Best course I've ever taken… Incredible instructors and excellent material. Can't wait to use it!”
Kim P., August 2012

“This is the best training that I have ever attended. Now I understand what I need to do when I go back to the office and start to immediately apply what I've learned. Very organized and easy to follow. Great online resource and USB and hard copies.”
Tamaho Q., July 2012

“Absolutely Awesome!!! 5 stars!” Brenda M., December 2012

“This is one of the best programs I have attended. Excellent faculty, outstanding material, and amazing use of experiential learning techniques. Attention to every little detail, comprehensive program, material, great planning, outstanding facilitation.”
P. Ravi S., November 2012

“Excellent training, excellent content, extremely comprehensive addressing of CM concepts & practical approach. Best instructors ever!!!”
Panos P., December 2012

“The best training class I have had in years. Goes way beyond the strategy and framework and focuses on real world problems and the tools to solve them.”
- Jennifer J., April 2009

"I gained so many skills in such a short amount of time. This training will impact not only my own ability to manage change, but impact our larger organization.”
- Kim W., January 2012

"This is the best training class I've ever attended."
- Abby D., April 2011

“This was the most effective and engaging course I've ever taken. I feel that I can truly use this knowledge in my personal and professional life immediately.”
- Lisa S., February 2009

"This is exactly what I was hoping for - a hands on program that would allow me to absorb the concepts by relating them to a current business project."
- Lisa C., November 2010

“Awesome - truly one of the most beneficial programs I have ever attended - immediate application on the job!”
- Robin S., March 2009

 

Offerings for applying Prosci's change management methodologies:

Licensing:

  • Prosci's site licenses are a great solution for building change management capabilities and competencies throughout your organization. With a site license, you can customize and integrate Prosci’s world-leading research and methodologies to fit your organization and begin building the individual competencies necessary for true change capability. Contact a Prosci Account Manager at +1-970-203-9332 or changemanagement@prosci.com to discuss your change management needs and how Prosci's research-based, holistic, easy-to-use solutions can work for you.

Training:

  • Change management certification ($2800) - attend Prosci's 3-day certification program where you bring your own current change project to the session and learn to use Prosci’s tools through practical application – taught by former fortune 500 executives at locations across the US - includes over $1000 in products, including the Best Practices in Change Management benchmarking report, the Change Management Toolkit and the Change Management Pilot Pro 2012
  • Train-the-trainer ($3500) - learn how to teach Prosci change management training programs in your organization
  • Onsite training - bring Prosci to your location for 3-day certification programs, 4-6 hour executive briefings, 1-day manager programs or 1-day employee programs - call +1-970-203-9332 for more information

Methodology tools:

  • Change Management Toolkit ($389) - hardcopy 3-ring binder presenting the Prosci Change Management Methodology, includes templates, checklists and assessments for managing the people side of change (includes USB)
  • Change Management Pilot Pro 2012 ($489) - online tool including the Prosci Change Management Methodology, eLearning modules and downloadable templates, assessments, presentations and checklists
  • Change Management Guide for Managers and Supervisors ($209) - tools to help supervisors engage and coach their direct reports through change
  • PCT Analyzer ($149/$349) - web-based tool for collecting PCT Assessment data, analyzing results, identifying risks and developing action steps

References and books:

  • Best Practices in Change Management benchmarking report ($289 / quantity discounts available) - journal-style report with lessons learned and best practices from 650 participants, presented in an easy-to-use format - reads as a checklist of what to do and what not to do
  • Change Management: the people side of change ($18.95 / quantity discounts available) - a primer for anyone involved in organizational change that addresses why manage change, individual change management and organizational change management
  • ADKAR: a model for change ($18.95 / quantity discounts available) - the definitive work on the Prosci ADKAR® Model
  • Employee's Survival Guide to Change ($14.95 / quantity discounts available) - a handbook to help employees survive and thrive during change, answers frequently asked questions and empowers employees to take charge of change

 

*** Prosci also offers leadership packages - groupings of products at discounts that offer you some of the most helpful and common combinations of Prosci change management resources

 

Email a Prosci analyst or call 970-203-9332 with questions about the methodology, its application, or finding the right resources to support your change management activities.

 

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