Track Training Tips No. 31

10 Steps to Effective Change Management

Managing effective organisational change is very demanding – over 60% of most change initiative fail to achieve their stated aims and objectives. There are some basic do’s and don’ts to follow – they may not guarantee success – but they almost certainly guarantee failure if you ignore them.

To that end, I thought I would like to share the following with you.

Key Steps/Tools/Techniques:



Key Step

Tools and Techniques


Clarify the need for change.

Identify the need for change in terms of why we must change, what must be different, results of not changing

  • Environmental scanning
  • STEP
  • SWOT


Analyse readiness for change.

How difficult will it be to change what we do.

  • Force field analysis


Create a guiding coalition.

Build an unstoppable team to lead the change.

  • Identify stakeholders
  • Identify Change Champions/Agents
  • Project Management
  • Leadership Development
  • Team Building
  • Communications skills


Create the Vision for the future.

An inspirational direction for the organisation, identify gap between where we are and the desired state, plane the first few steps.

  • SWOT
  • Gap analysis
  • Mission, results, KPI’s


Create a Communication strategy.

Use simplicity, metaphor, multiple forums, repetition, leadership by example, two way.


  • Communication strategy
  • Wide variety of means/media


Re-design the organisation.

Produce an organisation that can deliver the results

  • Workflow analysis
  • Process mapping
  • Culture and values
  • Job redesign
  • Identify blockages


Unfreeze the Organisation.

Enable the organisation to take the first few steps.


  • Empowerment
  • Reward and recognition
  • Training and Development



Implement Change.

Plan the first few steps, milestones, quick wins.

  • Communications strategy
  • Project management
  • Celebrate success


Review and evaluate progress.

  • Project management
  • KPI’s


Refreeze the organisation.

Embed new ways of working into


  • Celebrate success
  • Induction
  • Rewards and incentives

Links to workshops:

Essentials of Effective Change Management

Leading Your Team Through Change

For further information and business support contact Dave Chesters on 01785 823583 or take a look at our website – 


Training Solutions that Guarantee Results’


Track Training Tips No. 30

 12 Steps to Excellent Customer Service

Imagine the scene – its 6.30 in the evening and I have just arrived at a hotel in Bath, prior to delivering a course on Change Management the next day. Great – there is no one else in reception so no queues after a long journey.

I head straight for the receptionist who has her head down looking at a PC screen – I wait – its clear that I am there – no response – I wait –  then suddenly  “Can I help you” – still no eye contact, no smile.

So here’s the question – “What is missing from this scenario that might classify it as Excellent Customer Service?”

How about the following Key Steps:


  1. Train your front of house staff to smile and give eye contact as soon as a customer enters the building – observe them and provide feedback.
  2. Ensure that they understand the importance of empathy and rapport and how to do it – check knowledge and skills.
  3. Check that it happens every time.
  4. Make sure that they know that ‘you only get one chance to make a great first impression’ – ask them to list the repercussions of not doing so.
  5. Stop whatever else you may be doing and deal with customer.
  6. Find out the customer name early on in the transaction and use it frequently.
  7. Ensure that your staff look and behave professional.
  8. Spell out the behavioural norms that are acceptable – and those that are not.
  9. Body Language provides 55% of your interpersonal communication – it must say “welcome” – not “you are an interruption”.
  10. Ensure that the tone of voice is warm, clear and welcoming.
  11. Use Mystery Shoppers on a frequent basis to ensure that standards are embedded in to your organisation.
  12. Remember this does not just apply to hotels – if you have receptionists ensure that they are fully competent to present your organisation in a professional way – you never know who that next customer might be.

Still, we got as far as booking a wake up call the next morning – just a pity that it happened at seven instead of seven thirty!

Never mind eh! He was only a customer and there are lots more where he came from – so loosing one does not really matter ….. does it?

Links to workshops:

Customer Service Skills

Handling Awkward Customers


For further information and business support contact Dave Chesters on 01785 823583 or take a look at our website – 


‘Training Solutions that Guarantee Results’


Track Training Tips No. 29

10 Steps to Making Staff Less Miserable!

‘Miserable Staff Cost Millions’

According to an article in the latest ILM magazine, unhappy workers are costing the UK economy £40 million a day in wasted time at work. On average workers are spending 25 minutes each day dreaming, surfing the net or looking for another job. The blame for this is being put on dead end jobs, poor salaries and perks and too much time spent behind a desk.

So ….  To make the figures easy, lets call that 30 minutes x 50 staff = 1500 minutes = 25 hours! Yes that’s TWENTY FIVE HOURS WASTED each day! If your organisation can live with that, then read no further.

Alternatively :Consider the following steps to alleviating your miserable staff.

  1. Make sure that your managers are not too busy being busy that they fail to spot the signs of demotivated staff. Then find out why.
  2. Have a meaningful, pragmatic appraisal/review system that ensures that (as far as possible) staff needs and aspirations are matched with those of the business.
  3. Which does not mean that managers are not required to speak to their staff for another 6/12 months! Keep your business antennae up and working at all times.
  4. If you can’t remember the last time you said please/thank you/well done to your employees, chances are that they can’t either.
  5. Where the business can allow, be flexible with start, finish and break times.
  6. Ensure regular checks on skills and competencies are carried, set SMARTER objectives, keep your people stretched.
  7. Plan for succession, holidays, illness, the unexpected – ensure multitasking and flexibility is the norm.
  8. I can’t function properly after more that an hour at my desk – don’t expect your staff to.
  9. Celebrate all successes – however small.
  10. Do something different – every week. Communicate and give them a good listening to. Often it’s the little things that make the biggest difference.

Its also worth remembering that each time you loose a member of staff, it costs about £2.5k to replace them on average. Plus disruption , unpleasantness, added stress for other team members, updating job description, reorganising workloads, placing an advert, interviewing etc etc.

Links to workshops:

How to Motivate and Delegate

Coaching Skills

For further information and business support contact Dave Chesters on 01785 823583 or take a look at our website – 


‘Training Solutions that Guarantee Results’

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