BSTConsumerChangeManagementChangeManagementQuestionsforFieldFacilitatedSessions(JointlyCondutedwithFirst100Days)2/28/96TargetGroup1:6servicerepsTargetGroup2:6AMsandmanagersDuration:approximately1hour45minutesDatesandLocations:Atlanta,GA2/22CharlotteNC3/14JacksonMS3/21NashvilleTN2/28BirminghamAL2/21JacksonvilleFL3/20LouisvilleKY2/29NewOrleansLA3/20MiamiFL3/21ColumbiaSC3/13FocusFacilitatedSessionQuestionsPurposeDescriptionofchanges·HowwouldyoudescribethechangesthatarebeingimplementedatBST?·Understanding:Understandtheareasofthechangeforwhichcommunicationhasbeenreceived.Frequentlychangecommunicationbecomessimplifieduponreceipt--targetsfocusontheoneortwoelementswhicharemostdisruptivetothem,distortingthepictureoftheentirechange.·Actions:Basedonresponses,communicationcanbeplannedtobalanceoutperceptions.CommunicationwilllikelytargetmanagersfirstandthenbecascadedtoReps.Page1Facil3.doc5/4/2025BSTConsumerChangeManagementFocusFacilitatedSessionQuestionsPurposeSponsorship·Whois“pushing”forthechanges?·Onascaleof1(notmuch)to10(agreatdeal)aretheypushingmuch?·Understanding:Understandmanagement’sroleinleadingthechangethusfar.Frequentlymanagementisstillverymuchatargetofthechangeitselfandinnopositiontoprovideleadership.Thisleadsto“blackholes”andthechangebeingattributedtouppermanagementormysteriousmarketforces,neitherofwhichhavetheforcetosustainthechangeinimplementation.·Actions:Basedonresponses,developfollow-upsessionstobetterpositionmanagementtobeeffectivesponsors.ThispreparationwilllikelyrequireinvolvementoftheVITtobringmanagersintotheinformationloopasnecessary.Inaddition,changeagentscanbepositionedtoassistmanagerstostepintothesponsorrole.BriefingonVoyagerchangespresentedhere.TheobjectistopresentaconcisebutcomprehensiveoverviewofthekeyinitiativeswhicharepartofVoyager.Ourconcernatthispointisthattargetswillhaveonlyadramaticallysimplifiedviewofthechange(e.g.,justaconsolidation)andhencebeunpreparedtoanswerthefollowingquestions.Gains/losses·Whatwouldyousayareyourgreatestgainsasaresultofthesechanges?·Whatwouldyousayareyourgreatestlosses?·Onascaleof1(verybad)to10(verygood),howwouldyouratethesechangesintermsofdesirability?·Understanding:Understandtheoverall“value”ofthechangesfromthestandpointoftheTarget.Peoplearetypicallymoresensitivetolossesthangains.Frequentlytargetsfailtosharethemotivationforthechangesthattheprojectteamanticipatesorassumesbecausethetargetsexperiencetheneteffectofthechangeasaloss.·Actions:Basedonresponses,developcommunicationtohelpbalancethepictureintermsoftheoverallgains/lossesoftheVoyagerprojectfortargets.Preparetheimplementationteamtoseethechangethroughtheeyesofthetargetandhencepreparetheimplementationteamtobemoreeffectiveinthefield.Page2Facil3.doc5/4/2025BSTConsumerChangeManagementFocusFacilitatedSessionQuestionsPurposeReality·Doyouthinkthechangesbeingproposedarereallygoingtohappen?Whyorwhynot?·Onascaleof1(notatalllikely)to10(definitelygoingtohappen)aretheygoingtohappen?·Understanding:Understandtheperceptionsthattargetshaveofthecommitmentofmanagementtothechanges.Frequentlytargetshaveseenmanyannouncedchangesdisappearwithoutbecomingrealityandmaketheconclusionthatthecurrentchangeswillaswell.Thisleadstargetstonotsupportthechangeand,subsequently,tobepsychologicallyunpreparedwhenthechangeactuallydoesoccur.·Actions:Basedonresponses,preparesponsorstotakeamor...
