Successful change depends on the use of the four conversations. I recently led an MBA course on Leading and Managing Change to a group of practicing managers in which they were required to produce an “impossible change” – one that was currently well beyond their position and capability to produce. In other words, they couldn’t “just do it”, but needed the assistance and cooperation of others. At the end of the quarter, 75% of the class successfully produced their change. And what was the secret to their success? Their effectiveness in using the four conversations.
As one manager explained, “It is my assessment that the success of my change has been a direct function of the choice, use, and content of the conversations I used to communicate with members of my team to adequately illustrate the shared value of the desired future state I believed we could achieve. I feel it is important to highlight the power of utilizing a well-placed closure conversation to establish my credibility with the Senior Bankers that comprised my team. Upon the onset of my initiative, it was evident that many of the Senior Bankers were experiencing fatigue and frustration with the ongoing efforts to support the merger of Their Bank with Our Bank. By connecting with these individuals through the use of closure conversations, I made a concerted effort to acknowledge the additional time and effort that they have already contributed to making the merger a success. Prior to this acknowledgement, the majority of the Senior Bankers were of the belief that few individuals “truly” understood how requests of their time to complete merger related tasks negatively impacted their ability to complete their regular job assignments.
“Providing the Senior Bankers with this recognition of their efforts allowed many of them to move past their feelings of resentment towards being asked to accommodate a change in the way they conducted a profit analysis of corporate clients. Giving this recognition fostered my ability to successfully propose my initiative in a manner that enlisted their active support for the desired future state instead of exacerbating their previous state of dejection towards new demands on their time.
“I discovered the value that can be produced through deliberately planned conversations with the individuals whom I hoped to enlist in the support of my change. This willingness to place faith in the success of my change as a product of communication allowed me to view the concept of a “conversation” as something more than interpersonal discourse. I began to view the four conversations as a tool to be used to deliberately manage the evolution and direction of my change . In recognizing these conversations as a tool to be used in implementing of my change, I was able to view myself as a manager of change from the perspective of a “facilitator of action” rather than as an authoritative figure who viewed the accomplishment of change as a function of ordering an action and expecting a corresponding re-action.”
Communication is key to the accomplishment of change, but not any communication. As this manager illustrates, successful change is a product of using the appropriate types of productive conversations.