Effective change agents integrate emotional appeal into change efforts.
- Successful change agents address…both the logical and the emotional sides of people…or the head and the heart.…- Well now that I try to imagine…the change from their perspective,…I can see how this is unnerving.…Is there any way I can salvage this?…- Yes, absolutely.…You need to give yourself some credit.…You've done a lot of things well.…I'm mean, you've built a very solid, logical case…for the new system.…
- But what am I missing?…- But logic isn't enough.…Change is personal, it's emotional.…So you have to speak to the head,…which you've done, but also to the heart.…You could've acknowledged a lot of their concerns…before it ever got to Q&A.…- So you're suggesting even before the Q&A,…I should've said something...…Okay, I see that we're discussing…and you may have thoughts…about this new performance management system,…and I have my own doubts about it.…
Is it just a new flavor?…Is it just another way of doing the same old thing?…Is it somethings that's going to…be like the travel management system?…I can hear your concerns and I hear mine as well.…
Tatiana and Brenda begin by reviewing success stories and survey data that emphasize why communication in times of change is so crucial. Next, they explain how to strategize communication efforts, craft the change communication message, and answer common questions that people may have when grappling with change. To wrap up, they discuss how to manage difficult questions, emphasize with others, and overcome resistance.
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- Recognize the necessity of careful communication planning when involved in a change initiative.
- Define opinion leaders.
- Explore how to modify communication efforts to make them more effective.
- Recall strategies for indentifying concrete language.
- List the five questions people are most concerned about during times of change.
- Recognize the value of getting a skeptic's input when planning change communication.
- Recognize the most common reasons that people resist change.
- Explore the communication behaviors that reduce resistance to change.