Dr Ian Brookes, eminent international presenter on Total Quality Management told delegates that in today’s challenging world we have two possibilities – we can lose or we can change!
“Organisations don’t change, people change,” he said. “People make it happen. If you want your organisation to change then you must get your people to change by provoking and challenging them to think in different ways.”
Dr Brookes said that, in leading change, there are seven basic facts that must be addressed. First, people do not resist change they resist being changed by others. Therefore, he said it was vital to involve them in both planning and implementing change.
Second, people cope better with change in small steps, so develop a plan of separate phases to take you where you want to go.
Third, it is vital to change people’s behaviour. This demands a means be put in place where people are encouraged by incentives and rewards. Give staff feedback so they believe they are actually making a difference.
Four, people must fully understand there is a need to change. Give staff all the facts, use your customers, create a sense of urgency and above all persist.
Five, people must want to get to the promised land. Inspire people, be on a mission, set targets, state the benefits – if you win, we all win.
Six, people must believe the change is achievable. Have a plan that makes sense to your staff and give everyone a role. Communicate the wins to everyone in the organisation and celebrate all victories.
Lastly, there must be an environment of trust.
People need information, involvement and support, but most importantly always do what you say you are going to do.
