Change Management Approach
Anticipation and responsiveness are key principles for businesses responding to this crisis in the travel and tourism industry. The future is unpredictable but you can reduce uncertainty by tracking the most reliable indicators available to you during the period of change and recovery. Remember that recovery does not mean a return to the status quo so a change management approach is essential.
A helpful model for understanding and managing change has been devised by John P Kotter. Each stage acknowledges a key change management principle identified by Kotter. People see, feel and then change.
Kotter’s eight step change model can be summarized as:
- Increase urgency: inspire people to move, make objectives real and relevant.
- Build the guiding team: get the right people in place with the right emotional commitment, and the right mix of skills and levels.
- Get the vision right: Get the team to establish a simple vision and strategy, focus on emotional and creative aspects necessary to drive service and efficiency.
- Communicate for buy-in: Involve as many people as possible, communicate the essentials, simply, and to appeal and respond to people’s needs. De-clutter communications – make technology work for you rather than against.
- Empower action: Remove obstacles, enable constructive feedback and lots of support from leaders – reward and recognize progress and achievements.
- Create short-term wins: Set aims that are easy to achieve – in bite-size chunks. Ensure a manageable number of initiatives. Finish current stages before starting new ones.
- Don’t let up: Foster and encourage determination and persistence – ongoing change – encourage ongoing progress reporting – highlight achieved and future milestones.
- Make change stick: Reinforce the value of successful change via recruitment, promotion, and new change leaders. Weave change into culture.