Newsweaver IC Conference#ICMatters

How can IC lead change?

Andy Blacknell

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Let’s start with an experience

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Why is it important?

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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

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Public service reform

OutsourcingReward systemsDecisionsUse of money, budgetingProceduresLegislationEgovernmentWhat’s measuredSkills competencies

ValuesBeliefsMindsetFearsSelf-imageLoyaltiesAssumptions

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Why is it important?

Source: Towers Watson, 2014 Change and Communication ROI

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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

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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

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1. Leading: Test the vision and strategy

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1. Leading - Start with ‘Why’

Simon Sinek, The Golden Circle

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1. Leading: Support your people managers

Experian

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2. Involving: Get some feedback

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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

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People/

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s

Team

or dep

artm

enta

l

meetings

One-to-o

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ith

line m

anag

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e fee

dback

mechan

isms

Idea sc

hemes

Ther

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feedbac

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2014

2013

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%

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3. Communicating: Pick up the phone

Source: O2 Business

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3. Communicating: with surgical accuracy

Experian

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3. Communicating: with surgical accuracy

Source: Towers Watson Communication & Change ROI 2014

My organisation is effective at…

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3. Communicating: Creatively

Source: Newsweaver

or

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4. Measurement needs to be visual

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4. Measurement needs to be visual

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5. Learning: Make it fun

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IC plays a role in each driver

1 Leading ✔

2 Involving ✔

3 Communicating ✔

4 Managing the project ✔

5 Measuring ✔

6 Learning ✔

7 Supporting systems ✔

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