how to win and influence tough users - meoug majlis 2014
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![Page 1: How to Win and Influence Tough Users - MEOUG Majlis 2014](https://reader033.vdocuments.net/reader033/viewer/2022052913/55d4a65bbb61ebc60e8b4579/html5/thumbnails/1.jpg)
Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, UAE
MEOUG MAJLIS 2014
March 24 & 25 Habtoor Grand Beach Resort, Dubai
#MEOUG
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Mohammed Khaiata
ERP Manager
How to Win and Influence Tough Users
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According to Panorama Consulting Solutions; 2013
172 respondents
21% reported revenues over $1bn
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53%
61% 60%
2013 ERP Report Findings
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User Re-sistance
30%
Others70%
Failure Rate
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Why Users Resist?
Management Strategies to Resistance
Styles of Change Leadership
Q&A
Agenda
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Why Users Resist?
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Why Users Resist?
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20-60-20 Rule
Why Users Resist?
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20% of users will follow any direction you pick
60% of users need to be convinced
20% of users will resist even before you talk
“It doesn’t make any sense”
“Surely it won’t work”
“This is waste of time”
Why Users Resist?
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Why Users Resist?C
on
fid
ence
Time
“I’m not sure I know what’s going on”
“I feel overwhelmed”
“I can handle this”
“We can’t do this. It won’t work”
“Actually, things might get better”
“This could be a better way of doing it”
“This way is more effective”
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Equation of Change (Beckhard)
Why Users Resist?
Behavior=
Perception * (Information + Experience)
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Four Root-Causes
Individual Issues
System Issues
Organizational Issues
Process Issues
Why Users Resist?
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Management Strategies
“If you want to make enemies, try to change something”~Woodrow Wilson
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Management Strategies
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It has to be planned
Management Strategies
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The Three Main Pillars
Effective Planning and Direction
Effective Communication
Effective Education and Support
Management Strategies
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Effective Planning and Direction
Clear Consistent Plan
Understanding of Processes and Systems
• Process Reengineering vs. Customizations
Management Strategies
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Plot Your Stakeholders
In terms of Power; where is
• Positive 20%
• Negative 20%
• Main Stream 60%
Management Strategies
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Effective Planning and Direction
Field Force Analysis (Kurt Lewin):
Management Strategies
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Effective Planning and Direction
The Future Wheel (Jerome Glenn):
Management Strategies
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Effective Communication
Top – Down Communication
Listening to Feedback
Marketing
Branding
Management Strategies
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Effective Education and Support
Training
Help Desk
• FAQs
• Forums
• Knowledge Bases
Incentives
Management Strategies
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Clearing the Root Causes
Individual Issues
System Issues
Organizational Issues
Process Issues
Management Strategies
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Clearing the Root Causes – Individual Issues
Uncertainty
• Effective Communication
• Effective Planning and Direction
Management Strategies
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Clearing the Root Causes – Individual Issues
Ignoring User Input
• Effective Planning
• Active Engagement
• Engaging Top Management
Management Strategies
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Clearing the Root Causes – Individual Issues
Loss of Control, Power or Prestige
• Effective Communication
• Process Owners / SPOCs
• Proper Design of Roles
• Engaging Top Management
Management Strategies
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Clearing the Root Causes – Individual Issues
Self - Efficacy
• Effective Training and Support
• Empowering Subordinates
• Gradual Learning Curve
Management Strategies
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Clearing the Root Causes – Individual Issues
Ownership of Old Processes
• Effective Engagement
• Effective Training and Support
Management Strategies
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Clearing the Root Causes – System Issues
Technical Problems
• Prioritize Solutions
• Share Plans
Management Strategies
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Clearing the Root Causes – System Issues
Complexity
• Try to simplify as much as possible
• Confine User Scope
• Train, Train and Train
• Empower Subordinates
Management Strategies
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Clearing the Root Causes – Organizational Issues
Culture
• Peer Pressure
• Taskforces
• Competition
• Rewarding System
• Job Rotation
Management Strategies
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Clearing the Root Causes – Organizational Issues
Communication
• Closed Loop Cycle
• Segregating Audience
• Site Visits
• Action on Feedback
Management Strategies
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Clearing the Root Causes – Organizational Issues
Training
• Full Training Program
• Pervasive Material
– User Manuals
– Computer Based Training CBT
– Frequently Asked Questions FAQs
– Live Chat Sessions
– Hot Line
Management Strategies
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Clearing the Root Causes – Process Issues
Job / Skill Change
• Effective Training
• New Team Members
• Empowering Subordinates
Management Strategies
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Clearing the Root Causes – Process Issues
Workload
• Share with others
• Revise Job Descriptions
• Be Patient With Change Adoption Curve
• Discontinue Legacy Systems / Practices
Management Strategies
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Clearing the Root Causes – Process Issues
Lack of Fit
• Revisit the Objectives of the Reengineered Process
• Revisit the Organization Structure
• Revisit the Roles and Responsibilities
Management Strategies
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Styles of Change Leadership
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Directive:
Styles of Change Leadership
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Directive:
Splitting to Milestones
Documenting Standards
Retraining employees
Arranging Voluntary Job Transfers
Styles of Change Leadership
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Participative:
Styles of Change Leadership
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Participative:
Engaging Employees as early as Initiation
Creating Communication Channels Between Employees
and Management
Arranging Morale-Boosting Activities; Parties, Boot-camps,
Workshops, Newsletters, etc.
Styles of Change Leadership
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Consultative:
Styles of Change Leadership
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Consultative:
Conducting Orientation Sessions
Providing one-to-one Discussions
Providing Emotional Support
Listening and Acting on Complaints
Styles of Change Leadership
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Coercive
Styles of Change Leadership
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Coercive:
Threatening of Losing Job
Threatening of Losing Promotion
Firing
Transferring to Disliked Destinations
Styles of Change Leadership
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Plan for Change
Engage The Right Stakeholders
Follow Situational Leadership
Read between the lines
Conclusion
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Q & A