t2 t online follow up summer 2014
TRANSCRIPT
Tech Check
July 2014
How to do a tech check:
Raise your hand:
Click the hand icon as seen under the Participants window.
When we call your name:
Click the Talk button and speak into your microphone.
Lower your hand It’s the same as step 1
Give yourself a checkmark
From Transactions to Transformations: how shifting our mental models moves us forward
faster
This project made possible with funding by the Institute of Museum and Library Services, through the Maryland State Department of Education, Division of Library Development and Services and Western
Maryland Regional Library
Online Follow-Up for Maryland LibrariesSummer 2014
Gail Griffith
Goals for this Session
• Share what we’ve been doing since the workshops• Shifting and questioning our own mental
models and those of others?• Your ideas for programs and services from
a new perspective?• Implementation?
• Develop strategies for dealing with change, transition, and resistance as you move forward
What Have You Been Up To?
A. Thinking about mental models I see—my own and others’
B. Talking with my colleagues about our own and others’ mental models
C. Had an idea for something transformational, based on a shift in mental models
D. Began to implement something transformational, based on a shift in mental models
E. Nothing yet—haven’t had time. (It’s summer, have you seen how busy we are?!?!?!?)
If you already have an idea or a plan, please share
• Your idea• The mental model you are ‘busting’/
transformation you are trying to bring about• We’ll ask how it’s going a little later.
Have a mic? Raise you hand and we’ll call on you. No mic? Tell us about your idea in chat.
Seen on the WikiInternal: How We Work
• Staffing rotations• Use Skype for instant
messaging• Staff skills bank
Services• Get library’s programs into
the catalog• Pop-up library with tablet to
market digital services• Law Help Clinic
Policies• Alternatives to fines (food,
volunteering)• Circ staff to negotiate
customer accounts in collection
Programs (Many specific examples of programs for all ages and topics!)
• Computer instruction on demand
• Expand evaluation to look for transformations
Community Partners• Legal • Genealogy
Other• Make program space available
for quiet study when not in use
If you’ve been thinking or talking, please share
• What mental models would you like to challenge or change?
• What kinds of transformation would you like to be part of?
• Any new ideas based on what you’ve heard today or seen on the wiki?
Have a mic? Raise you hand and we’ll call on you. No mic? Tell us about your idea in chat.
http://www.bcps.org/parentu/
Check Out ALA’s Initiative
http://www.ala.org/transforminglibraries/libraries-transforming-communities
Now, back to those of you who already have an idea or a plan…
• How is it going?• Who has to get on board for the
implementation to succeed? • If things are going well, why do you think that
is?• If you’re experiencing a rough patch, why do
you think that is?Even when your idea seems like a no-brainer, there are a lot of other forces at play!
Who? Going Well—Why? Rough Patch—Why?
39%33
%
14%14%
misc. obstacles
inadequateresources/$$$
lack of mgt. support
employeeresistance
72% = resistance + ineffective communications
Organization Cycle of ChangeOp
timism
Pe
ssim
ism
Time
Initial Phase: Uninformed Optimism
Third Phase: Determination
Fourth Phase: Informed Optimism
Fifth Phase: Success
OR Third Phase: Giving Up
Second Phase: Reality
What happens whenpeople transition?
William Bridges
Resistance
• In the eye of the beholder
• A matter or survival
• A response to something—but what?
Rick Maurer
Three Levels of Resistance
Three Levels of Resistance
Three Levels of Resistance
Turning Resistance Into Support
Make your case• Explain WHY before HOW
• Use language they understand
• Use a variety of communication channels
Level 1: I don’t get itInformation: facts, figures,
ideas
Turning Resistance Into Support
Remove fear and increase excitement about the positive aspects
• What’s in it for them
• Engage them in the process
• Be honest about any downside
Level 2: I don’t like
itEmotional reaction to the change
Turning Resistance Into Support
Tend to neglected relationships and rebuild damaged ones
• Mea Culpa when needed• Keep commitments• Spend time together• Allow yourself to be
influenced, consider worthwhile ideas
Level 3: I don’t like
youTrust and
confidence
Three Levels of Support
Mind the Gap• Do you see the same
thing that other stakeholders see?
• If not, analyze the difference• Huge or small?• Data?• Urgency?• Trust?
• People must:• understand what you’re
talking about (Level 1)
• feel emotionally why the change is critical (Level 2)
• trust the source (Level 3)
In the change you want to bring about
If the answer to any of these questions is no, how will you address?
Tips on Managing Resistance
Effective Ways1. A step at a time!2. Not everyone “gets it” in the
same way—or on your schedule
3. People change if they see a chance for something better – they do not change to avoid something worse
4. You aren’t in charge of anyone else’s mind
5. Expect and acknowledge resistance
6. Change your change process 7. Expect change to take longer
than you expect
Ineffective Ways
• Ignoring resistance, expecting it go away on its own
• Not listening to the concerns of those impacted
• Underestimating the resistance
• Poor communications
Next Steps
• Survey later this year• Please do add your ideas/action plans to the
wiki, if you haven’t already http://mentalmodels.pbworks.com
• Listserv?
Questions?