change(3/2)
Conspiracies are products of the loss of curiosity and ability to cope with change
More than ever, I’ve come to see conspiracy theories as the refuge of those who have lost their natural curiosity and ability to cope with change. Is it any wonder that the world seems full of strange and implacable forces to someone who doesn’t know how to look up a Zip Code, use a computerized card catalog, or even make a long-distance phone call?
Nonviolent direct action seeks to create a crisis that can no longer be ignored
Nonviolent direct action seeks to create such a crisis and foster such a tension that a community which has constantly refused to negotiate is forced to confront the issue. It seeks so to dramatize the issue that it can no longer be ignored.
Process maps are tools for change
The clarity of a process map may lead management to believe that an updated flowchart is an excellent tool for on-boarding instruction. “Each step of the process is painstakingly accounted for,” a manager might reason, “so why don’t we give this chart to new hires so they know how to do their jobs?” There’s enough truth in this sentiment to make it attractive to those who aren’t familiar with the process in question, but those who actually perform the work incorporate other influences outside the flowchart’s context.…
Clever programs cant change culture
Clever programs can’t change culture. Customers screech in your ear each week with the same message, “Your service sucks!” You’ve dedicated endless hours searching for the magic customer service model and asked your entire HR department to craft a series of seminars, activities, and meetings to instruct your service representatives and energize them with a vision of exceptional customer care. Invitations are sent, buzz is generated, but the handful of service representatives who show up are late, glossy-eyed, and pessimistic.…
Ease into leading with questions
If a leader hasn’t led with questions, they need to ease into the practice. What happens when the leader with all the answers suddenly begins to ask questions instead? Employees are likely to be uneasy by the sudden transition, and the leader’s efforts, even when made with clean motives, seen with suspicion. Some employees may have depended upon the leader to give them answers and have ceased thinking of solutions to problems they face.…