KEYNOTE: Zen and the Art of Change Management

Conference Archive

Performance Support Symposium 2013 - September 10, 2013

Peter de Jager


The most common questions in change management are “How do we overcome resistance?” and “How do we get buy-in?” But there’s a more important question: “Why do people embrace change?” Regardless of the type of change being considered, the dynamics of what happens when we want people to move from where they are to where we’d like them to be don’t change. That process is constant from generation to generation. Performance support offers the opportunity to change, even transform, departments and organizations. Yet if we read the business headlines carefully, it shouldn’t take long to come to an unfortunate conclusion: We’re not very successful at change management. What this presentation will do is approach the single topic of communicating change as if it were a performance support project. What is the minimal amount of information necessary—and when should it be made available—to achieve the greatest improvement in the performance of change management?

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