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Interview: David Maxfield

I interviewed David Maxfield, co-author of Change Anything: The New Science of Personal Success, for Management Consulting News. Maxfield is vice president of research at VitalSmarts, a corporate training company that helps clients with operational improvements. The team at VitalSmarts also wrote the bestsellers, Crucial Conversations and Crucial Confrontations.

Maxfield and his team studied the science of personal change through their work with over 5,000 people. I asked Maxfield what he learned from his extensive research, why change is so hard, and the first step anyone can take toward successful change.

Get the podcast interview with David Maxfield.

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Blind-Sided

michael mclaughlinThe Blockbuster video store that used to be down the street is now a credit union. Mega-bookseller Borders is mired in a Chapter 11 bankruptcy filing. General Motors went belly up for a while, and so did consulting giant BearingPoint. The list of leading companies heading to court for bankruptcy protection goes on and on.

Many point to the unrelenting pace of change in these companies’ industries as the culprit. What really brought these companies to their knees wasn’t change itself, but the way company executives prepared for and reacted to that change.

In each of the cases above, you can find examples of executives who were content with the status quo, denied the truth of the emerging reality, and who bowed to the demands of self-interested investors for short-term profit.

These are problems of people, not organizations.

Noted futurist Dan Burrus tells us, “I believe the next five, short years are going to be called the great transformation.” That means more turmoil is on the horizon for those who fail to anticipate and adapt to change.

Now is the time to focus on the future of your business. How must your business change to thrive in the next five years? What new services will you offer? What services will you discontinue? How will your mix of clients change? How will your approach to marketing, selling, and service delivery evolve? What new skills do you need now and in the next few years to succeed in the emerging market?

You can be sure that the string of high-profile bankruptcies will continue. Executives in book publishing companies, media organizations, educational institutions, and many others are scrambling to find ways to remain relevant.

Anyone can avoid that fate by acknowledging the transformation in most every industry and planning for a new reality today, not down the road. Why wait to be blind-sided?

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Keep Your Project on Track

why projects failMost of us (myself included) have seen or been involved with a massive project flame out. It’s never pretty to watch a project team’s high hopes for success degenerate into tension, trepidation, and resignation.

You can point to the usual suspects that wreak havoc on any project–like shifting scope, tenacious resistance to change, or lapses in leadership. I’m sure you could expand this list. We know (at least in our heads) why projects fail, but the hard-learned lessons of blown time lines and canceled projects don’t seem to be taking root. The project failure rate is still higher than anyone should expect given our long history of doing projects.

If you want to improve your odds of a successful outcome, improve the quality of the questions you ask your team–especially as the project nears a milestone or completion. Be sure your questions get below the surface of key issues because research shows that people are less likely to reveal negative information as a project nears completion.

Roll out your best interviewing and diagnostic skills as your project approaches the end to help your team get over the last project hurdles.

 

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The Trouble with Incremental Change

If you’ve worked on complex projects, you’ve probably heard the recommendation to start an effort by going after short-term wins…the so-called “low hanging fruit.”

Quick wins, the reasoning goes, allow a project team to deliver some early incremental benefits, establishing momentum and setting the stage for success with more complex changes down the road. On the surface, this approach sounds reasonable. In reality, it falls flat for two important reasons.

First, many people respond negatively to incremental change. I’ve seen managers bicker for weeks over things like small changes in the size of their offices, how they report expenses, and policies about company-sponsored subscriptions. When the stakes are low, some people cling to entrenched positions until forced to change. That makes it very difficult to implement small changes.

Second, starting small is often an invitation to push issues that really matter to the back burner. It’s always easy to find reasons for postponing large-scale change–the timing isn’t right, internal politics aren’t favorable, or too many other things are going on. Once you accept such rationales for delays, you can end up bogged down indefinitely on small-scale changes.

The inevitable result of pursuing incremental change is that external events will eventually force an organization to undertake the large-scale change that it put off. But, by then, the organization will have lost the luxury of time, good planning, and proper execution for the change program it really needs. Too often, the results are disastrous.

For example, years before the company’s bankruptcy, General Motors executives knew exactly what they needed to do to save the business. They failed to make the hard choices before the market forced them to, and investors paid the price.

If you have a choice, go big with the changes you know are essential. Don’t ignore the “low hanging fruit” entirely, but don’t make those changes the focus of your project.

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Making the Case for Change

A harsh reality of selling professional services is that clients can always find more reasons to say no to proposed changes than to say yes. As you work through the sales process, anticipate resistance to change from at least the sources below.

A convincing case for change addresses these seven organizational barriers:

Barrier What You’ll Hear What to Do
Inertia: Predictable resistance to any change. “Why should we do this now?” Contrast present to proposed future in terms of potential value.
Indifference: Failure to take ownership of the issue/problem. “Not sure why I’m involved, but I’ll go along if I’m told to.” Point out the impact of the present conditions and ramifications for individual stakeholders.
Cynicism: Doubt that proposed change will do any good. “We tried this before and the effort fell flat.” Illustrate the plan for achieving results.
Risk: Perception that proposed change has too much financial, operational, or personal risk. “You want to do what?” Acknowledge all reasonable risks and describe your approach to mitigating them.
Cost: Concerns over known and unforeseen cost of the proposed service. “There are just too many other budget priorities.” Create a compelling case for what the organization will gain.
Priorities: Belief that other projects, initiatives are threatened. “So, we just pile this on everything else?” Discuss strategies for managing disruption and managing the project.
Effort: Perception that the undertaking is too complex to complete. “We’d have to hire an army to get this done.” Offer examples of how you have handled similar work in the past.

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