Summer 2023
CLASS 1
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Welcome to Managing Change ORG6350
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“This course surveys the major methods available to the modern manager for effectively
managing the process of change and creating a general climate in which needed
changes are sought and welcomed throughout the organization. The course emphasizes
case studies and the discussion of alternative change management models.”*
*https://schulich.yorku.ca/courses/orgs-6350-3-00/
During this course I aim to provide
you with a theoretical
knowledge on change
concepts AND practical
solutions for addressing
common change issues in
today’s workplace
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Quick Introductions
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• I am currently working in the area of Management Consulting
and am the founder and Managing Director of K&K Advisors
• I have previously been employed by Deloitte as a Human
Capital advisor and at CBRE as the VP of Change and
Training
• I have a BSc. Hons, and MSc. in Psychology and an MBA in
organizational behavior and management strategies
• I have 2 children
• I love to cook and am learning to ski
• My secret (or not so secret) passion is real estate
development
CONTACT INFO:
rmoazemi@schulich.yorku.ca
You are welcome to message me to set up a 1:1 meeting anytime
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Your Turn
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• I would love to learn a little about each of you and be able
to appropriately define teams for the upcoming group
project
• Please take 2 min to complete this short survey:
https://www.surveymonkey.com/r/GNKWJYL
1. Any experiences you have had supporting or participating in
change initiatives in your workplace
2. What you hope to gain from this course
3. What you hope to do upon graduating from Schulich
Please go to this survey monkey link to answer this questions –
should only take you 2 min
Thank you
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
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Course Evaluation
Assignment or Task Group vs. Individual Total % of Final Grade Due Date
Team Organizational Analysis
Group
40%
Final report (PowerPoint) 25% Week 10
Presentation 10% Week 11 or 12
Individual Case Analysis Write-up Individual 20% TBD
Exam Individual 25% Week 10
Participation Individual 15% N/A
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
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Course Flow
Course lectures
✓ Will focus on application of key concepts
✓ Will include anecdotal experiences and war stories to enhance learning
✓ Will promote dialogue to clarify understanding of key concepts and focus on ensuring
learning is absorbed by everyone
PLEASE MAKE SURE YOU ASK ANY QUESTIONS OR RAISE ANY ISSUES THAT ARE UNCLEAR!
This program is meant to enhance your learning so use our class time effectively. You
can also reach out to me privately to clarify any questions you have.
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Our Journey Through This Class
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• Overview of Organizational
Change Management
• Understanding the Different
types of Change in an
organization
A
B
• Understanding and articulating
the drivers of Change
• The Importance of Leadership
in Managing Change; Creating
a coalition for driving the
change
• Understanding how a Change
will impact Stakeholders
• Developing a Change Strategy
to enable adoption
• Implementing the Change Part 1
• Implementing the Change Part 2
• Hypercare for Change
• Measuring the success of the
Change
• Supporting organizations in
evolving their Change maturity
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Your Questions So Far?
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Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
9
Overview of Organizational
Change Management
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Key Concepts
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1. What is Change Management
2. Why is Change Management Important to Organizations
3. What are key Change Management Approaches
4. The impacts of poorly managed change
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Defining Change Management
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Change Management is the act of preparing and supporting individuals,
teams, and organizations in making organizational change
Source: https://www.dictionary.com/browse/change
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
To Change Human Behavior Requires
Understanding the Psychology Driving Change
Management
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Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
There are a Number of Mechanisms That can
Influence Human Behavior
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Engage Emotional
Levers:
Associating the
change with
positive emotions
Regency and Primacy
Effects:
Frame the change in
order to maximize
chances of key points
being heard
Group think:
Utilize change
agents to influence
and gather
feedback about a
change
Inoculation:
Inoculation
techniques may be
used to change
existing beliefs
Social Liberation: Sustain
change by reinforcing it
as a social norm
Persuading Implicitly
Using tools of persuasion to
make the change appear
natural
Leadership Modeling
Leaders become the
change they want
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Your Turn
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Share an example of a time when you used psychology to influence another’s actions.
What did you do? How effective was it?
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Change is not a linear experience. People will go
through a change curve as they adopt to changes
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S
u
p
p
o
rt
f
o
r
C
h
a
n
g
e
Involve
Convince
Commitment
Acceptance
Clarify
Understanding
Inform
Awareness
Contact
• Informal
conversations
about upcoming
change
•Realize change is
imminent
•Has a high-level
awareness of the
content and context
of the upcoming
change
•Accept the nature
and intent of the
change
•Work toward the
change
•Work toward the change
by testing change
implications
•Articulate commitment to
the goals of the change
• Invest time in the change
•Articulate the change
as an accepted norm
•Articulate his/her
personal ownership of
the change
Time
Role of Communications
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
There is also the ‘Internal Emotional Journey’
Individuals go Through as They Experience
Change
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The 'change curve' derived from the work of Kubler-Ross
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Your Turn | What does successful change look
like?
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• TBD • TBD
Characteristics of
Successful Transformations
Characteristics of
Unsuccessful Transformations
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
What does successful change look like?
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• Executives show passionate support
• Dedicated teams
• Alignment behind common vision
• Impacts of change clearly established
• Accountability/Responsibility
• View change as on-going process
• Use metrics and incentives to drive
desired behaviors
• Undersell, over-deliver
• Tendency toward common ground
• Lack of sustained leadership commitment
• Constant competition for resources
• No clear goals, vision or strategy
• Unclear how project will alter jobs,
processes, etc
• No consequences
• See change as an event
• No alignment of measurement and reward
system with target outcomes
• Lots of ‘transformation talk’
• Clear winners and losers
Characteristics of
Successful Transformations
Characteristics of
Unsuccessful Transformations
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Your Questions So Far?
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Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
So what is the best approach to executing
Change?
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There are countless models of Change
Management employed to drive
adoption.
We will discuss on the 4 most popular with
focus on the similarities between them
ADKAR
8 StepsLewin’s
6 Steps
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Lewin’s Change Model
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Limitations
1. Is reliant on Leadership style and employee
engagement with this leadership style to drive
movement from one phase to another
2. The model is compact and does not really
flesh out the transition or freezing processes,
and is somewhat vague on the best strategies
for unfreezing as well
Benefits
1. One of the simplest models for change. Great
for novice or immature change teams
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Prosci’s ADKAR Model
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Limitations
1. Misses out on the role of leadership and principles of
program management to create clarity and provide
direction to change
Benefits
1. Encapsulates the business/process dimension of change
and the individual dimension of change
2. Provides a clear management checklist to manage change
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
John Kotter’s 8-Step Process
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Limitations
1. Carrot-dangling doesn’t happen until step 4 (my
interpretation is that “communicating a vision” is
selling a dream) – hard to create urgency without a
vision!
Benefits
1. Emphasizes at it’s core, the emotional drivers of
change
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Prochaska & DiClemente 6-Step Process
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Limitations
1. the proposed stages are not mutually exclusive
and that there is scant evidence of sequential
movement through discrete stages
2. Practical utility is limited by concerns about
the validity of stage assessments
Benefits
1. Emphasizes understanding the root of the
desire to change or not as primary to deriving
meaningful solutions (parent example)
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
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ADKAR 8 Steps Lewin’
s
Awareness
Desire
Reinforcement
Ability
Knowledge
• Create urgency
• Build coalition
• Form strategic
vision
• Communicate
Change
• Enable action
• Generate quick
wins
• Sustain
acceleration
• Institute change
Refreeze
Change
Unfreeze
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Steps
• Precontemplation
• Contemplation
• Preparation
• Action
• Maintenance
Frame the Change
Enlist Change Leaders
Manage and Measure AdoptionAssess, Evaluate, Plan
Execute
Deliver Training Hypercare
How are all These Connected?
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Engage | Understanding the key stakeholders,
drivers of the change, and
expected business outcomes of the change
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Required Inputs
• Leaders who need to be engaged (formal and influential)
• Drivers of the change
• Business outcomes of the change
• Impacted groups / cohorts
• Value / known impact of the change
Expected outputs
• Developing the Case for Change / Change Story
• Defining High-level Success Factors & Measures
• Identifying and engaging key Leaders / project resources
• Identifying a Change Network / key change advocates
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Assess and Implement | Assessing the impact of
the change, understanding the best approach to
drive adoption of the change, and delivering the
change
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Required Inputs
• Understanding the Change impacts
• Prioritizing action against impacts
• Engaging and aligning leadership on findings, direction,
and required actions
Expected Outputs
• Stakeholder Analysis
• Changes Impacts Analysis
• Deployment Approach including specific KPIs linked to Success
Measures
• Readiness Assessments
• Process Gap Analysis
• Org. Transformation Plan
• Communication Strategy
• Training Needs Analysis & Plan
• Implementation Plan
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Reinforce | Measuring the business impact of the
change, making the Change stick and,
remediating approaches as needed
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Required Inputs
• Ensuring the change efforts were successful
• Ensuring the business outcomes desired were enabled
(remediating otherwise
• Handing off ownership of the change
Expected Outputs
• Achievement of KPIs & Adoption Rates
• Sustainment Plan
• Knowledge Transfer Plan
• Lessons Learned Session Delivery and Report Back
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Your Questions So Far?
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Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
The Consequences of Poorly Managing Change
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According to the Harvard Business Review Studies consistently report that
three-quarters of change efforts flop. Either they fail to deliver the
anticipated benefits or they are abandoned entirely*
*https://hbr.org/2017/11/what-everyone-gets-wrong-about-change-management
What’s at stake:Why Change Fails:
• Lack of leadership support
• Poor vision for the change
• Culture not aligned with mission
• Take longer than anticipated
• Costs increase beyond budget
• Fail to deliver the anticipated benefits
• Abandoned too soon
Top talent exits
due to a poorly managed M&A
Millions of dollars lost
in new technologies with no ROI
Clients leave
when process changes negatively
affect their bottom line
Loss of competitiveness
due to inability to adapt quickly and
stay relevant
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
What it takes to be a strong change manager?
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1. Understand the organizations are comprised of HUMANS
- To change human behavior requires more than just information. It requires
persuasion, understanding, and tactical strategies APPLICABLE to the specific
nuances of the organization you are working with
2. Communication, Communication, Communication
- One of the most important aspects of being a strong change practitioner is
knowing HOW and WHEN and to WHOM to communication. This is why plans and
validation of plans with key stakeholders are so important
3. Measure and Adapt
- As a change leader or practitioner you need to constantly understand the pace of
adoption, reasons for resistance to the adoption and be able to change course
and strategy to meet the needs
4. Getting Relevant and Impactful Leaders on Your Side
- Change Management is really Change Leadership. Without a strong advocate
that supports the changes and your approach, influencing change is not possible
Managing Change ORG6350 | Summer 2023 | Instructor: Rozita Moazemi
Rozita Moazemi Copyright
Your Turn | What were some of the stand out
points that stood out to you from our readings?
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• ?? • ??
Leadership for Change Leading and Managing Change
Prosci