Claire Streb


Change Management

CM: Change Management is the continual and systematic discipline of empowering individuals, teams, and organizations in transforming into an improved version. Some people find change difficult, so it makes it challenging for the change manager, but I find it fascinating. Maybe it's because I like social experiments and growth/improvement.


I like following the Golden Rule and KISS Principle all of the time, but especially when it comes to CM. For a general example, if instituting a new, major initiative, consider creating the new group first with one single focus then gradually make all of the other changes you want. That way people can get used to the idea without being totally confused and frustrated. For a specific example, if you want a new group that is going to be in charge of Compact Cars, SUVs, and Bulldozers, choose only one vehicle type at first.


That is because People are at the core of Change, and one aspect of successful change management is to get people to buy into your ideas. All too often I have witnessed businesses pushing negotiation tactics like robots (unemotional/passionless), or salespeople acting fake to win over their new "best friend". For example, one person I worked with couldn't get past the need for a BATNA at all times. While that might work for some people or in some situations, I believe in people, I care about them, and I'm real.


The first thing I try to do is listen more and talk less. I find out what they need and use that knowledge to foster a closer relationship, whether it's in the workplace or in my personal life. Oddly enough, some of my favorite techniques are from an expert FBI Hostage Negotiator, Chris Voss, from his Black Swan Group:


  • Active Listening: Truly listen to what they are saying and repeat it back in your own words to show you were paying attention and have understood them.
  • Empathy: Gain an understanding of where they’re coming from and how they feel.
  • Rapport: Establish a bond so they start to trust you.
  • Influencing Behavioral Change: Now that you've gained their trust, you start problem solving with them and recommend a course of action.

    I also advocate creating a CCB (Change Control Board or Configuration Change Board) or a CAB (Change Advisory Board), or simply a CB (Change Board). Kanban is a good tool for administering and being transparent about change, and also using a Change Experiment Tracker helps make disruptions less ... well ... disruptive.



    [10 Principles of Leading Change Management][Lean Change Management][Change Leadership with Kanban][ "Change Management Strategies for an Effective EMR Implementation"][Getting Executives on Board with Change Management ]