I am with an organisation that has experienced major service delivery and customer relationship issues. Many, although not all of the problems appear to stem from the culture of the organisation. We are planning a series of workshops for managers and staff to explore culture - what it is, where they are now, whether they need to be? We also want to explore peoples emotional reactions to change and change management.
Does anyone have any exercises on the culture change or change management that they wouldn't mind sharing?
My e-mail address is [email protected]
Many thanks for your help
Richard
Richard Rogers
3 Responses
Would be very interested too.
Hi Richard, this is a very relevant query for our organisation too. We are going through a cross continent/countries cultural changes too which is adding to the challenge. I will certainly share with you any ideas we come up with over the next few months but in the meantime I would be very interested to see any other responses you get.
We use a questionnaire originally from the States,
We use a questionnaire originally from the States, analysied in hampshire. Gives great results, great opportunity to realise what needs to be changed. It helps with direction and understaning behaviours. Do email for more [email protected]. PS It’s not mine and I have no financial gain from it!
I can receomend a good book
Leading Change, by J Kotter.
He talks of an 8 step process to ‘lead’ change – i.e; to reach a desirable end goal, as opposed to just ‘managing’ change – which presupposes that change is something just to be coped with.
He makes great reference to nature of ‘cultures’ and talks of the requirements throughout the organisation to really create effective ‘culture change’.
‘Who moved my cheese’ also address change rather nicely, and ‘fish’ talks of effective organisation change, as does ‘Gung Ho!’ They are all available on Amazon Books.
I would suggest reading this kind of material, and then creating sessions around this material.
I have recently worked with a large company to implement a coaching culture, and used J Kotters 8 steps as a guidance. It involved top down and bottom up approaches, and several training / coaching modules designed for specific levels of the company. I have also worked with this company in dealing with ‘negative’ change issues – specifically within the customer service area. Here, much work was done in aligning people and teams to the company’s vision and mission, to recreate a sense of purpose and connection to the company’s goals.
It’s a huge area – and therefore not easy to pinpoint any one exercise. You can email me if you want to discuss in more detail – [email protected].
I hope this helps!