Change with Confidence: Answers to the 50 Biggest Questions that Keep Change Leaders Up at Night

Praise for Change with Confidence "Phil Buckley is a world-class change leader and world-champion enthusiast for effective change management. Straightforward and engaging, Phil addresses the 50 questions all change managers need to answer with confidence in order to succeed. Rare too for an author in this field, he shares the 'how-not-to' as well as the 'how-to.' This is a book any manager wanting to succeed in change should keep close by." —Professor Chris Bones, Dean Emeritus, Henley Business School; Professor of Leadership, University of Manchester; and award-winning author of The Cult of the Leader "Phil Buckley's book gives excellent, practical advice on how to implement change in any private or public organization. What makes Change with Confidence so special is that it is organized around questions that anybody who is engaged in or leading change management will find to be key to their success. The real-life examples given for each question make this a very readable book. A must-buy for anybody who wants to avoid the most common mistakes in change management." —Stefan A. Bomhard, President, Europe, Bacardi Martini Group " Change with Confidence provides leaders and leaders of change with a wealth of knowledge and experience that they can apply to their own change initiatives, and the real-world examples provide additional clarity on how to successfully manage or avoid common pitfalls." —David Sculthorpe, CEO, Heart and Stroke Foundation of Canada

Preface xi PART 1: FIGURING IT OUT 1 The Plan 3 1. What do I bring to the project? 4 2. How do I identify what needs to change? 7 3. What have we done before, and did it work? 12 4. What other change projects are going on? 16 Communication 21 5. Who are the stakeholders who can influence success? 22 6. What is the water cooler talk about your proposed change? 26 Getting Results 31 7. What do I need to know before I commit to deliverables? 32 8. How do I measure success? 36 9. Will the change actually achieve the desired outcome? 40 10. How do I avoid scope creep? 43 PART 2: PLANNING FOR CHANGE 49 The Plan 51 11. What does a good plan look like? 52 12. How do I get the budget to do it right? 56 13. What governance is required to run the project? 59 14. How do I prepare people to work in new ways? 65 15. How do I reduce risk? 70 Resources 75 16. How do I know what resources I need? 76 17. What makes a good project manager? 81 18. How do I get the best people to join the project team? 85 19. How do I know if a consultant can help me? 88 20. How do I set up the project team for success? 93 Communication 99 21. How do I get the leaders to personally commit to the project? 100 22. How can I help leaders prepare for their roles? 104 23. How do I describe the better future my project will bring? 108 24. How do I get people to care about my project? 112 25. How do I make my project the highest priority? 116 26. How do I communicate to the organization? 119 PART 3: MANAGING CHANGE 125 The Plan 127 27. How do I manage my day job, change project, and life? 128 28. When is the organization ready for big change? 132 Resources 137 29. How should we celebrate wins? 138 30. How do I get more resources if I need them? 143 31. How do I avoid losing team members? 147 32. What do I do if someone is pulled from my team? 152 33. How do I keep the project team energized? 156 Communication 161 34. How do I manage my stakeholders? 162 35. How can I minimize change fatigue? 167 36. How do I overcome resistance? 172 37. How do I know communications are working? 177 38. How do I get a leader back on side? 181 39. How do I get a new business leader’s support? 184 40. What do I do when I don’t know what to do? 187 41. How do I communicate a delay in the project? 191 42. How do I demonstrate progress? 196 PART 4: MAKING CHANGE STICK 201 The Plan 203 43. How do I prevent the return of old ways of working? 204 44. How do I hand over responsibilities to the business? 207 45. How do I record lessons learned? 211 46. How do I reenter the business? 215 Resources 219 47. How do I plan for post–launch support? 220 48. How do I reward the team? 225 Getting Results 229 49. How do I keep the change alive? 230 50. How do I show that the project was a success? 234 Afterword 239 Acknowledgments 241 Notes 243 Index 247

PHIL BUCKLEY is a senior change management professional with over twenty years of experience developing and executing change strategies to achieve aggressive business goals across global businesses in Canada, the Americas, and the UK. He has managed twenty-seven large-scale change projects, most recently co-leading global change management for the $19.6 billion Kraft Foods acquisition of Cadbury with a team of forty change leads across sixty countries. His change assignments include mergers and acquisitions, demergers, organization restructurings, efficiency drives, culture initiatives, business model developments, strategy creation and deployments, downsizings, systems implementations, and organizational capability developments. Phil's practical experience working on change initiatives in twenty countries has taught him how to help people make lasting changes within their local environments and to give them the results they need. He is a frequent public speaker on change, including hundreds of corporate keynote presentations, business facilitations, and college teaching classes. His weekly blog is at changewithconfidence.com.