On driving change: Kotter's Model

I've not only been studying organisational change management for a while now but also been part of some of the process in my recent engagements with clients. The subject has started to fascinate me, which has created a deeper sense of appreciation for system dynamics in the workplace.

I've decided to capture some frameworks on my blog for note keeping, since it will become a likely go-to place for me to reference. I'll start with Kotter's model and build from there. 

The source of my information in this post, is cited & referenced from Leach's Critical Chain Project Management book, Chapter 11, Pages 283-286.

1. Create urgency

The first step is to get a sense of urgency building within the organisation that something must be done. Most people in most organisations feel overwhelmed by keeping up with the daily workload so suggesting doing something more to change the way the organisation works looks at best to be just more work and at worst to be something that is going to make things worse than they presently are. People need something to motivate them.  Kotter suggested some things that work:

• Show others the need for change with a compelling object that they can actually see, touch, and feel.
• Show people valid and dramatic evidence from outside the organisation that demonstrates that change is required.
• Look constantly for cheap and easy ways to reduce complacency.
• Do not underestimate how much complacency, fear, and anger exists in your organisation.

2. Build team

One person can only succeed to cause change in a very small organisation. Many people are not even able to cause changed behaviour in one person: themselves. Think of how many people succeed at losing wait or stopping smoking? Planning real change at an organisation level needs help, you can't do it alone. You need to enlist the leaders of the organisation who have bought into the sense of urgency. Kotter suggested the following that could work:

• Show enthusiasm and commitment to help draw the right people into the group.
• Model the trust and teamwork needed in the group.
• Structure meetings for the guiding team to minimise the frustration and increase trust.
• Put your energy into step 1 (raising energy / urgency) if you feel you cannot move on to step 2.

3. See vision

People need to be able to see the proposed change because that is what can begin to create an emotional feeling that will motivate them to change. A vision should be a picture of the end result. If you describe it in words, the words need to evoke an image. Kotter suggested:

• Try to see - literally - possible futures.
• Make the vision so clear that you can articulate in one minute or write, or better yet draw, it on one page.
• Supply a moving (emotional) vision such as serving people.
• Put forth bold strategies to make the vision real.
• Focus on how to quickly make the change.

4. Communicate

So people can feel the change, you need to communicate:

• The vision in terms of the benefits people will see when they change their behaviour.
• What has to be done to make the vision a reality.
• Reinforcements when people exhibit the right new behaviours.
• "Wins" by people and groups who do the new behaviours.
• Anything and everything else about the change that will keep at the top of people's agenda.

Kotter suggests some ideas on communicating:

• Keep communication simple and heartfelt.
• Do your homework before communicating, especially to understand what people are feeling.
• Speak to anxieties, confusion, anger, and distrust.
• Rid the communication channels of junk so that important messages get through above the noise.
• Use current technologies to help people see the vision.

5. Empower action

You need to empower action: make sure people know that they are expected to take action now and that they are free to do it as the see fit. Empowering action is as much about removing obstacles to action (pulling) as it is about causing people to act. Kotter's suggestions:

• Find individuals with change experience to bolster people's self-confidence with "we-won-you-can-too" stories.
• Recognise and reward in ways that inspire, promote optimism, and build self-confidence.
• Deal with disempowering managers through coaching or move them out of the way.

6. Create wins

Your team needs to coach people to create successes: wins. Then you need to reinforce the behaviour of those who created the wins and communicate their wins and reinforcements to the rest of the organisation. Pilots are a powerful tool to create short term wins but you need to ensure that people who live those wins with the pilots do not immediately go back to prior behaviours. Kotter's suggestions:

• Early wins that come fast.
• Wins that are as visible as possible to as many people as possible.
• Wins that go through emotional defences.
• Wins that are meaningful.
• Early wins that speak to powerful players whom you need to engage.
• Wins that are cheap and easy even if small.

7. Do not let up

The leadership team has to keep the desired change at the top of agenda through and well beyond the planned-for successes. There will be obstacles and there will be some failures along the way but the winning teams take failure as a learning and motivating experience to add vigour to the change process. Kotter's ideas:

• Rid yourself of work that wears you down - tasks that mattered in past but may not matter now or tasks that you can delegate.
• Constantly look for ways to keep up the urgency.
• Use new situations opportunistically to launch the next waves of change.
• Show 'em, Show 'em, Show 'em...

8. Make it stick

Once you have completed the first round of getting the organisation to exhibit the desired new behaviours, you need to continue right on to improve what you have accomplished. If you do not continue to improve, the organisation will revert to the previous behaviours in a surprising short period of time. Kotter's ideas that work:

• Never, never, never give up on step 7.
• Use new employee orientation to demonstrate what matters most in the organisation.
• Use the promotion process to place people who exhibit the new behaviours into influential positions.
• Tell vivid stories over and over about how things now work.
• Ensure continuity of behaviour and results that help sustain and grow the new culture.

Signs of Stress every Project Professional should know

When you're working on projects you will experience many challenges: from working on multiple, often conflicting and ambiguous priorities, multiple streams of work (tasks, work packages, etc.) as well as interacting with many different types of (difficult) people, from different cultures, behaviours to different languages spoken. Your customers (stakeholders, client, sponsors) will vary in quality, more often than not applying pressure for their work getting done (because more than likely its linked to some kind of personal objective / business reward). This pressure is usually passed down to the project team members assigned. With the focus on delivery & timeline pressures, the project manager is often forced to multitask, expecting the same from project team members who often have the challenge of juggling between between project and non-project work, multi-project work (generally people are assigned to more than one project at a time) and not forgetting people's own personal/life (family, health, etc.) challenges thrown into the mix.

All of this can become too much, and as a project professional (project manager), who's primary responsibility (in my humble opinion) is to ensure his people are led, directed, guided, coached through the implementation phase of the project thus meeting expectations of the customer and coming away intact, that it behoves the project manager to be aware of the common signs and symptoms of stress. After all, we work with human beings, not machines that are oblivious to mood swings, emotional problems and simple pleasures - so being mindful of your team members state-of-mind, as well as your own -- and taking time to truly pause and reflect, adjusting your behaviour as a project manager can go a long way to not only improving your work relationships, but also can help with the the successful outcome of your project implementation.

The American Institute of Stress (AIS) stated that the term "stress" was coined by Dr. Hans Seyle in 1936, who defined it as a "the non-specific response of the body to any demand for change". He sometimes defined it as "the rate of wear and tear on the body".

Here are some fifty common signs and symptoms of stress from the AIS. Look out for these in your own life as well as the people you work with.

• Frequent headaches, jaw clenching or pain
• Gritting, grinding teeth
• Stuttering or stammering
• Tremors, trembling of lips, hands
• Neck ache, back pain, muscle spasms
• Light-headedness, faintness, dizziness
• Ringing, buzzing or "popping" sounds
• Frequent blushing, sweating
• Cold or sweaty hands, feet
• Dry mouth, problems swallowing
• Frequent colds, infections, herpes sores
• Rashes, itching, hives, goose bumps
• Unexplained or frequent allergy attacks
• Heartburn, stomach pain, nausea
• Excess belching, flatulence
• Constipation, diarrhoea
• Difficulty breathing, sighing
• Sudden attacks of panic
• Chest pain, palpitations
• Frequent urination
• Poor sexual desire or performance
• Excess anxiety, worry, guilt, nervousness
• Increased anger, frustration, hostility
• Depression, frequent or wild mood swings
• Increased or decreased appetite

• Insomnia, nightmares, disturbing dreams
• Difficulty concentrating, racing thoughts
• Trouble learning new information
• Forgetfulness, disorganisation, confusion
• Difficulty in making decisions
• Feeling overloaded or overwhelmed
• Frequent crying spells or suicidal thoughts
• Feelings of loneliness or worthlesness
• Little interest in appearance, punctuality
• Nervous habits, fidgeting, foot-tapping
• Increased frustration, irritability, edginess
• Overreaction to petty annoyances
• Increased number of minor accidents
• Obsessive or compulsive behaviour
• Reduced work efficiency or productivity
• Lies or excuses to cover up poor work
• Rapid or mumbled speech
• Excessive defensiveness or suspiciousness
• Problems in communication or sharing
• Social withdrawal and isolation
• Constant tiredness, weakness, fatigue
• Frequent use of over-the-counter drugs
• Weight gain or loss without diet
• Increased smoking, alcohol or drug use
• Excessive gambling or impulse buying

Check out this Human Function Curve by Nixon in 1979, that illustrates the generally accepted view of the effect of stress on worker productivity. It is entirely personal and shows that each person has their own individual limits for stress - there are good stresses and bad ones. Zero stress = Zero performance - interesting.

Human performance peaks at modest amounts of stress. (Source: Nixon, p: Practitioner 1979)

Credits / Reference Material
I came across this topic from this book, Chapter 2 on The Human Behaviour Problem as Root Cause: Multitasking from Critical Chain Project Management by Leach

The Immutable Laws of Project Management

I came across this classic list a while back and was reminded recently about it in Critical Chain Project Management by Leach, so I thought it useful to store as reference (yes, it's already online, but I actually enjoy writing things down as a way to reinforcing my memory).

I can personally identify with all these laws in my history of working on projects, how does your experience compare :-)

The Immutable Laws of Project Management

LAW 1

No major project ever completes on time, within budget, with the same staff that started it, and the project does not do what it supposed to do. It is highly unlikely that yours will be the first.

Corollary 1: The benefits will be smaller than initially estimated, if they made estimates at all.

Corollary 2: The system finally installed will be late, and will not do what it is supposed to do.

Corollary 3: It will cost more but will be technically successful.

LAW 2

One advantage of fuzzy project objectives is that they let you avoid embarrassment in estimating the corresponding costs.

LAW 3

The effort required correcting a project that is off course increases geometrically with time.

Corollary 1: The longer you wait the harder it gets.

Corollary 2: If you wait until the project is completed, it is too late.

Corollary 3: Do it now regardless of the embarrassment.

LAW 4

Everyone else understands the project purpose statement you wrote differently.

Corollary 1: If you explain the purpose so clearly that no one could possibly misunderstand, someone will.

Corollary 2: If you do something that you are sure will meet everyone's approval, someone will not like it.

LAW 5

Measurable benefits are real. Intangible benefits are not measurable, thus intangible benefits are not real.

Corollary 1: Intangible benefits are real if you can prove that they are real.

LAW 6

Anyone who can work effectively on a project part-time certainly does not have enough to do now.

Corollary 1: If a boss will not give a worker a full-time job, you shouldn't either.

Corollary 2: If the project participant has a time conflict, the work given by the full-time boss will not suffer.

LAW 7

The greater the project's technical complexity, the less you need a technician to manage it.

Corollary 1: Get the best manager you can. The manager will get the technicians.

Corollary 2: The reverse of corollary 1 is almost never true.

LAW 8

A carelessly planned project will take three times longer to complete than expected. A carefully planned project will take twice as long.

Corollary 1: If nothing can possibly go wrong, it will anyway.

LAW 9

When the project is going well, something will go wrong.

Corollary 1: When things cannot get any worse, they will.

Corollary 2: When things appear to be going better, you have overlooked something.

LAW 10

Project teams detest weekly progress reporting because it so vividly manifests their lack of progress.

LAW 11

Projects progress rapidly until they are 90 percent complete. Then they remain 90 percent complete forever.

LAW 12

If project content is allowed to change freely, the rate of change will exceed the rate of progress.

LAW 13

If the user does not believe in the system, a parallel system will be developed. Neither system will work very well.

LAW 14

Benefits achieved are a function of the thoroughness of the post-audit check.

Corollary 1: The prospect of an independent post-audit provides the project team with a powerful incentive to deliver a good system on schedule within budget.

LAW 15

No law is immutable.