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SESSION 2B PERILS FROM THE DEEP Presenter: Dr Denise Meyerson, Director, Management Consultancy International

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The change Monster Build resilience to change! Customer Service Conference 2013 Dr Denise Meyerson

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Session Purpose Understand the emotional side of change Practical tips + guidelines to build resilience and reduce stress for yourself, your team and your family

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Listen to your instructions

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How well did you go? What could you have done better? What did you get out of the activity?

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List the emotions that you experienced during the last few minutes

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The Change Monster: All the human issues that swirl around change

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Feelings of. Fear Curiosity Exhaustion Loyalty Paranoia Depression Optimism Rage Revelation Delight

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The iceberg model

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The change story = an emotional human process

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The Change Curve

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Discuss Do we look for someone, or something, or some event or circumstance to excuse or to justify behaviour? When does the time come when we say to ourselves I need to behave differently? When does the time come for us to take on a different perspective or extend ourselves ?

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What are your top 10 tips to build resilience to change and to reduce stress levels?

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1. Acknowledge that the monsters are there

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2. Listen and observe

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3. Build Emotional Intelligence levels The head and the heart

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4. Do an Audit what are the causes of my stress? What is in my sphere of control and influence and what is out of my sphere of control and influence?

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5. Take a total View Even though this incident is negative, the total view of my situation is positive.

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6. Get perspective & look at the facts This event is not threatening. It may not happen. This situation is not dangerous to my well being, therefore I can view it as a triviality, and it may not even happen.

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The danger of making assumptions!

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Use the Ruler Method

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7. Remember that feelings around change are temporary This too shall pass.

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8. Say to yourself: This occurrence is not exceptional Many people in my situation have gone through this.

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Remember! We all have unique personalities and we have experiences that are universal AND the way you choose to handle them is unique

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9. Find a Distraction I choose to refocus my energies.

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What are your favourite distractions?

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10. Do the difficult I will face what I fear.

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Here are a few more tips.

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11. Work in Parts I will solve the problem one step at a time.

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Plan a party for 100 people

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I will look for a solution by taking advice or doing further research. 12. Solutionise

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Since I cannot change this situation, I choose to let go of it. 13. Surrender Control

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Call out others on your list that we have not mentioned

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Commitments What two things from todays session will you focus on in your day-to-day role? _______________________________ What do you commit to doing more of or less of? _______________________________ What will you teach others in your team from todays session? ________________________________

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