1. BUILDING AN ORGANISATIONAL
CULTURE FOR ONGOING
CHANGE AND DEVELOPMENT
Susan Stewart, June 2011
Delivering on the Brand Promise | 1

2. 00 Content
ACTION 1: Understand the ‘who’
ACTION 2: Explain the ‘why’
ACTION 3: Communicate the ‘what’
ACTION 4: Involve the ‘who’
ACTION 5: Use social networks and peers
ACTION 6: Make it easy
ACTION 7: Sustain the action
The best laid plans
BUILDING AN ORGANISATIONAL CULTURE FOR
ONGOING CHANGE AND DEVELOPMENT
Susan Stewart, June 2011

3. 00
CHANGE = OXYMORON
MANAGEMENT

4. 00
Uncertainty Commitment
Depression Creativity
Excitement High Energy
Innovation Accomplishment
Anger
Anticipation Learning
ENDINGS NEUTRAL ZONE BEGINNINGS
Confusion Anxiety Relief
Frustration Resistance
Unsure
Reservation Confusion
Denial Ambivalence
Scepticism
Exploration
KUBLER-ROSS
CURVE

5. 00
ONE AVERAGE
20% staff will be supportive & positive towards change
60% are on the fence and need leadership in the context of change
20% will be negative towards change
70% of change efforts fail* WHY?**
42% leadership
27% organisational & cultural issues
23% people issues
4% technology issues
4% other
SOME FIGURES
*Kotter J (1995). Leading Change: Why Transformation Efforts Fail. Harvard Business Review, March-April 1995.
** Organisation Dynamics, Jim Markowsky, 1995

6. 01 ACTION 01:
Understand the ‘who’

7. 01 ACTION 01:
Understand the ‘who’
FORMAL
PSYCHOLOGICAL
SOCIAL
Strebel P (1996) Why do employees resist change. Harvard
Business Review. May-June 1996.

8. 01 ACTION 01:
Understand the ‘who’
Delivering on the Brand Promise | 8

9. 01 ACTION 01:
Understand the ‘who’
Eccelston R (2009). Day the gentleman’s game went to hell.
The Advertiser. Wednesday 8 March 2009. pp.7
Delivering on the Brand Promise | 9

10. 01 ACTION 01:
Understand the ‘who’
THOUGHTFU THOUGHTFUL
L REALIST INNOVATOR
IS IN
ACTION ACTION
REALIST INNOVATOR
ES EN
Delivering on the Brand Promise | 10

11. 02 ACTION 02:
Explain the ‘why’
Innately we all want to
know why … “Why should I”?
Where are you leading me? Why are
you leading me there? Why should I
follow you? Why now?
…and by the way, how do I get there?
p.s. who else is coming?
Delivering on the Brand Promise | 11

12. 02 ACTION 02:
Explain the ‘why’
“
IN 2010, WE WILL BE A
GLOBAL LEADER IN
DESIGN AND CONSULTING
UNDERPINNED BY
”
RESEARCH
Delivering on the Brand Promise | 12

13. 02 ACTION 02:
Explain the ‘why’
SELLING THE
PROGRAM
Delivering on the Brand Promise | 13

14. 02 ACTION 02:
Explain the ‘why’
USING THE THEORY
Delivering on the Brand Promise | 14

15. 02 ACTION 02:
Explain the ‘why’
VISION
PUBLIC STRATEGY
UNDERLYING
ASSUMPTIONS
Public Culture
ESPOUSED
VALUES
STRUCTURES
Delivering on the Brand Promise | 15

16. 03 ACTION 03:
Communicate the ‘what’
communication outcome
A B 1-way inform or publicise
A B 2-way asymmetrical persuade
A B 2-way symmetrical mutual agreement
Delivering on the Brand Promise | 16

17. 03 ACTION 03:
Communicate the ‘what’
High
critical to success
MAINTAIN WOO & WIN
CONFIDENC
E
2-way asymmetrical 2-way symmetrical
KEEP MONITOR &
INFORMED RESPOND
1-way &
1-way
Low
2-way asymmetrical
Low High
effort to change
Delivering on the Brand Promise | 17

18. 04 ACTION 04:
Involve the ‘who’
Delivering on the Brand Promise | 18

19. 04 ACTION 04:
Involve the ‘who’
DEFINING
THE VALUES
Delivering on the Brand Promise | 19

20. 04 ACTION 04:
Involve the ‘who’
feedback
interviews
#01 #02
focus group sessions
observations
#03 #04 #05
involvement
Delivering on the Brand Promise | 20

21. 04 ACTION 04:
Involve the ‘who’
Delivering on the Brand Promise | 21

22. 04 ACTION 04:
Involve the ‘who’
include
we share and
communicate without
boundaries
care
we support and mentor to
grow opportunities and realise
full potential
engage enable
we take initiative and
responsibility to make a we build trust and respect to
contribution achieve outstanding results
OUR CORE VALUES
STAND FOR WHO WE intrepid
ARE WHAT WE DO AND
WHERE WE WANT TO BE we fearlessly investigate to
generate an authenticonidea Promise | 22
Delivering the Brand

23. 05 ACTION 05:
Use social networks and
peers
Delivering on the Brand Promise | 23

24. 05 ACTION 05:
Use social networks and
peers
BUTTERFLY T-SHAPED
contribution
High
Cross-company
DEAD LONE STAR
WOOD
Low
Low High
Individual performance
Hansen MT (2009). COLLABORATION: How Leaders Avoid The Traps, Create
Unity and Reap Big Results. Harvard Business Press Delivering on the Brand Promise | 24

25. 06 ACTION 06:
Make it easy
Delivering on the Brand Promise | 25

26. 06 ACTION 06:
Make it easy
Delivering on the Brand Promise | 26

27. 07 ACTION 07:
Sustain the change
Delivering on the Brand Promise | 27

28. 08 The best laid plans
Delivering on the Brand Promise | 28

29. BUILDING AN ORGANISATIONAL
CULTURE FOR ONGOING CHANGE
AND DEVELOPMENT
Susan Stewart, June 2011