Newsweaver IC Conference#ICMatters
How can IC lead change?
Andy Blacknell
3
Let’s start with an experience
4
Why is it important?
5
Top reasons employees resist change
Source: booz&co 2013
Top barriers to
change:
Skepticism due to past
changed failed efforts
Do not feel involved in the change
process
Do not understand reasons for
change
Competing priorities
create change fatigue
Systems, processes
and incentives do not support
change
6
Public service reform
OutsourcingReward systemsDecisionsUse of money, budgetingProceduresLegislationEgovernmentWhat’s measuredSkills competencies
ValuesBeliefsMindsetFearsSelf-imageLoyaltiesAssumptions
7
Why is it important?
Source: Towers Watson, 2014 Change and Communication ROI
8
How can IC…
Change leadership, not management
1 Establish a sense of urgency
2 Form a coalition
3 Create a new vision
4 Communicate the new vision
5 Empower others to act
6 Develop short-term “wins”
7 Consolidate improvements
8 Reinforce changes
John Kotter, Leading Change
© 2015 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.
towerswatson.com 9
What is IC’s role in each of the seven change levers?
Visible and active sponsorship that helps people embrace the change
Engages key stakeholders to ensure ownership of the change
Makes people aware of and knowledgeable about the vision, rationale and requirements for the change
Ensures an appropriate governance and project management discipline to deliver on schedule
Uses a balanced set of metrics to define success and support continuous improvement
Ensures that people have the knowledge to be effective in their roles after the changes are implementedAligns rewards, systems and processes with the change plan to reinforce desired behaviors
Driving change throughout the project lifecycle
Change levers
● Drive change throughout the life of the project
● Articulate the how — how we get something done
10
When does IC get involved?
At what stage does the Internal Communication Function first become involved in the decision-making process?
Towers Watson, 2014 Change and Communication ROI
11
1. Leading: Test the vision and strategy
12
1. Leading - Start with ‘Why’
Simon Sinek, The Golden Circle
13
1. Leading: Support your people managers
Experian
14
2. Involving: Get some feedback
15
2. Involving: Get some feedback
Source: gatehouse, State of the Sector 2014-15
What channels do your people use to provide feedback?Em
ails
Enga
gemen
t,
People/
Attitu
de su
rvey
s
Team
or dep
artm
enta
l
meetings
One-to-o
nes w
ith
line m
anag
erOnlin
e fee
dback
mechan
isms
Idea sc
hemes
Ther
e are
n’t an
y
feedbac
k chan
nels
2014
2013
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
16
3. Communicating: Pick up the phone
Source: O2 Business
17
3. Communicating: with surgical accuracy
Experian
18
3. Communicating: with surgical accuracy
Source: Towers Watson Communication & Change ROI 2014
My organisation is effective at…
19
3. Communicating: Creatively
Source: Newsweaver
or
20
4. Measurement needs to be visual
21
4. Measurement needs to be visual
22
5. Learning: Make it fun
23
IC plays a role in each driver
1 Leading ✔
2 Involving ✔
3 Communicating ✔
4 Managing the project ✔
5 Measuring ✔
6 Learning ✔
7 Supporting systems ✔
Newsweaver IC Conference#ICMatters