change management playbook: leading change in …...engagement through… adkar metrics abcs comm...

1

Change Management Playbook:Leading Change in Healthcare

Session #225, February 14, 2019

Michelle Gishkowsky, IT Lead Systems Analyst, Mayo Clinic

2

Michelle Gishkowsky, MBA PMP

Has no real or apparent conflicts of interest to report.

Conflict of Interest

3

4

Agenda

Manager’s role in…

Engagement through…

People:

The X Factor

Importance of…

Impact of…

Sponsorship:

Visible, Active

It starts with…

Effective

communications by…

Communication:Everyone, Everywhere

6

Learning Objectives

1.Recognize how

people are critical

in driving

adoption and

usage

2.Discuss how to

integrate the

sponsorship role

3.Describe how to

assist people with

open, effective

communications

4.Identify next

steps in your

playbook

7

PLAYBOOK

People: The X Factor

Importance of…

Impact of…

Sponsorship: Visible, Active

It starts with…

Effective communications by…

Communication: Everyone, Everywhere

Manager’s role in…

Engagement through…

ADKAR

METRICS

ABCs

COMM PLAN

FRONT LINE

TOOLKIT

8

PEOPLE: THE X FACTOR

9

10

ADKAR

A wareness

D esire

K nowledge

A bility

R einforceProsci ADKAR (c) Model

ADKAR

11

Importance of ADKAR…

Preparing

Managing

Reinforcing

Prosci ADKAR (c) Model

ADKAR

12

Impact of Metrics…

People’s actions = deliver results

Increased adoption = increased ROI

METRICS

13

Examples of metrics # of staff/users/stakeholders trained

% of adoption rate

# of calls to Help Desk

User satisfaction through surveys

Employee feedback through focus groups

METRICS

14

SPONSORSHIP: VISIBLE, ACTIVE

15

It starts with ABCs…

A ctive and visible

B uild coalition

C ommunicate!

This Photo by Unknown Author is licensed under CC BY-NC-ND

ABCs

16

Effective Communications by…

COMM Plan

• Identifying stakeholders

• Targeting messages

• Determining channel and frequency

This Photo by Unknown Author is licensed under CC BY

COMM PLAN

17

COMMUNICATIONS: EVERYONE, EVERYWHERE

18

Manager’s Role in…

Front Line Management:

Trust!

Proximity!

Expertise (i.e. translating)!

FRONT LINE

19

Engagement through…

Manager Toolkit

Support

Readiness

Resistance management

COACHING

TRAINING

TIPS AND

TRICKS

TOOLKIT

20

Resistance ManagementTips and Tricks

1. Listen

2. Remove barriers

3. Make personal appeal

4. Create hope

5. Show benefits

6. Choices and consequences

change-management.com

TOOLKIT

21

Effective Communications by…

COMM Plan

• Identifying stakeholders

• Targeting messages

• Determining channel and frequency

This Photo by Unknown Author is licensed under CC BY

TOOLKIT

22

PLAYBOOK

People: The X Factor

Importance of…

Impact of…

Sponsorship: Visible, Active

It starts with…

Effective communications by…

Communication: Everyone, Everywhere

Manager’s role in…

Engagement through…

ADKAR

METRICS

ABCs

COMM PLAN

FRONT LINE

TOOLKIT

23

• Contact Info:

Gishkowsky.Michelle@mayo.edu

Twitter Pinterest LinkedIn

@mishgish

Friendly reminder: please complete online session evaluation

Questions