Introduction and Overview

The characteristics of change

• Three change models
• Factors affecting change
• Managing change for organisational and customer benefit
• The importance of a customised approach

Developing an integrated change strategy

• Creating a vision and rationale for change
• Understanding the interaction between people and process

Designing a Framework for Managing Organisational Change

Translating the vision into a mandate for change

• Four key organisational metaphors
• Defining the change and its impact on the organisation's resources
• Assessing the tools, processes and methods available for implementing change
• Creating a dynamic vision linked to change outcomes

Recognising and working with key players

• Leveraging the change sponsors
• Appointing a change champion
• Identifying individuals affected by the change
• Generating a team approach to change
• Different types of teams and team characteristics

Implementing Approaches that Deliver Effective Change

People and their approach to change

• How individuals deal with and adapt to change
• Applying four psychological approaches to change
• Leadership roles and styles in the change process
• Emotional competencies of leading change
• Achieving collaboration and buy-in through motivation
• Reducing resistance to change with incremental and transformational approaches to change

Using process to deliver quality change

• What constitutes a best practice approach
• Highlights of ITIL®, CMMI, PMBOK® Guide and others
• Leveraging process to support change
• Evaluating the process benefits and pitfalls for programme management, project management and change management

Measuring progress toward the final change outcome

• Linking measurement to deliverables and the change vision
• Develop a customised measurement methodology for your organisation
• Creating a balanced people/process performance report card
• Maintaining dynamic communications throughout the measurement process

Leveraging Risk to Drive a Change

Creating a risk/change relationship

• Supporting a proactive approach to risk
• Defining the components of risk
• Creating a multidimensional risk plan

Implementing the risk/change action plan

• Optimising WIIFM (What's In It For Me?)
• Acknowledging and resolving conflicts to balance the risk/change relationship

Achieving Successful Change Through Effective Communication

Reducing resistance to change

• Cascading the change vision and rationale throughout the organisation
• Translating the vision to day-to-day deliverables
• Closing the loop and utilising feedback

Barriers to effective communication

• Overcoming negative stereotypes
• Personalising the change message
• Recognising the potential of diversity within a change programme

Developing a Customised Approach to Managing Change

• Reviewing current change practices in your organisation
• Identifying the opportunities to improve the management of change
• Selecting the right tools and techniques to create an integrated change toolkit