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The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsThe 5 Building Blocks of Individual ChangeWho and How1 Prosci, Inc. All Rights Reserved.1Webinar Agenda1Context: Individual Change2The Prosci ADKAR Model3ADKAR for Personal and Workplace Change4ADKAR for Project Milestones5ADKAR to Activate Key Roles Prosci, Inc. All Rights Reserved.22Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinars“ The secret to successful change lies beyond the visible andbusy activities that surround change.Successful change, at its core, is rooted in something muchsimpler: how to facilitate change with one person.”Jeff HiattProsci founderCreator of ADKAR3 Prosci.Prosci. AllAll RightsRights Reserved.Reserved.3The 5 Building Blocks of Individual ChangeThe Perfect Change By Jeff Hiatt (2000)Researched over 700 companiesover a four‐year period.Successful change can bemodeled and repeated. Prosci, Inc. All Rights Reserved.ADKAR: A Model for Changein Business, Government andOur CommunitiesBy Jeff Hiatt1stSix Free ADKAR ResourcesEdition: 200644Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinars1Context: Individual Change5 Prosci, Inc. All Rights Reserved.5What is Change?A movementout ofThroughTo ultimatelyreachCurrentTransitionFuture Prosci, Inc. All Rights Reserved.66Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsAn organizational move to a future stateCurrentTransitionFutureUltimately requires individuals to movefrom their current to their future7 Prosci. All Rights Reserved.7The True Unit of Change is the IndividualCCCCCTTTTTFFFFFCCCCCTTTTTFFFFFCC CurrentC CCTTTransitionT TTFF FutureFFFCCCCCTTTTTFFFFFCCCCCTTTTTFFFFF Prosci, Inc. All Rights Reserved.88Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsOrganizations Don’t Change;Individuals Do9 Prosci, Inc. All Rights Reserved.9How does this person make asuccessful individual change? Prosci. All Rights Reserved.1010Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinars2The Prosci ADKAR Model11 Prosci. All Rights Reserved.11The 5 Elements of Successful ChangeChange begins with understanding cement Prosci. All Rights Reserved.What is the natureof the change?Why is thechange needed?What is the risk ofnot changing?1212Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsThe 5 Elements of Successful ChangeChange involves personal forcementWhat’s in it for me(WIIFM)?A personal choiceA decision to engageand participate13 Prosci. All Rights Reserved.13The 5 Elements of Successful ChangeChange requires knowing cement Prosci. All Rights Reserved.Understandinghow to changeTraining on newprocesses and toolsLearningnew skills1414Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsThe 5 Elements of Successful ChangeChange requires action in the right nforcementThe demonstrated capability toimplement the changeAchievement of the desired changein performance or behavior15 Prosci. All Rights Reserved.15The 5 Elements of Successful ChangeChange must be reinforced to be ityReinforcement Prosci. All Rights Reserved.Actions that increase the likelihoodthat a change will be continuedRecognition and rewardsthat sustain the change1616Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsADKAR in the WildNature ofthe changeSAVE OUR PLANETDear Guest,Every day millions of gallons ofwater are used to wash towels thathave only been used once.YOU MAKE THE CHOICE:A towel on the rack means“I will use again.”A towel on the floor means:“Please replace.”Thank you for helping us conserve theEarth’s vital resources. Prosci. All Rights Reserved.Why the changeis neededPersonal decisionKnowing how tomake the changeGratitude to makeit stick17173ADKAR for Personal and Workplace Change Prosci. All Rights Reserved.1818Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsA Personal ADKAR StoryMarch 22, 2011ADKAR element:ADKAR element:Score(1‐5)Definition:What youhear:AwarenessA Awareness“I understand why ”5D DesireDesire“I have decided to ”4KnowledgeK Knowledge“I know how to ”5A AbilityAbility“I am able to ”2Barrierpoint4Reinforcement“I will continue to ”R Reinforcement19 Prosci. All Rights Reserved.19Defined as the firstADKAR element that isinsufficient and impedeschange progress.The barrier point tells us whereto focus our attention in orderto make progress.ADKAR Barrier PointIt can be very frustrating forpeople, and ineffective for theinitiative, if our responses andadjustments are focused on thewrong ADKAR element.DKARBarrierpointA Prosci. All Rights Reserved.BarrierpointBarrierpointADA score of “3” or feeling“neutral” is a barrier.ADKARDKARBarrierpointKARA2020Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsWhat is the Barrier Point for the Individual in Your Example?21 Prosci. All Rights Reserved.21Prosci ADKAR ModelADKAR element:Definition:What you hear:Triggers for building:AAwarenessOf the need for change“I understand why ”Why?Why now?What if we don’t?DDesireTo participate andsupport the change“I have decided to ”WIIFMPersonal motivatorsOrganizational motivatorsKKnowledgeOn how to change“I know how to ”Within context (after A&D)Need to know duringNeed to know afterAAbilityTo implement requiredskills and behaviors“I am able to ”Size of the K‐A ntTo sustain the change“I will continue to ”MechanismsMeasurementsSustainment Prosci. All Rights Reserved.2222Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsADKAR in the workplace23 Prosci. All Rights Reserved.23“ The results and outcomes ofworkplace changes areintrinsically and inextricablytied to individual employeesdoing their jobs differently.”Jeff Hiatt and Tim CreaseyChange Management: The People Side of Change Prosci, Inc. All Rights Reserved.2424Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsThe ADKAR Model Defines Successful Change at ScaleChange with one person Or 1,000 people Or five people Or 20 people 25 Prosci. All Rights Reserved.25Connecting the ‘Who’ to the ‘How’ Prosci, Inc. All Rights Reserved.2626Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsA Workplace ADKAR StoryCore oductivity andCollaboration ProcessesSystemsToolsCriticalBehaviors EmployeesContractorsSystemAdminsHelp DeskInformationComplianceModel27 Prosci. All Rights Reserved.27The ADKAR Model Is Sequential but Not Always LinearJuneMarchBarrierpointPeople Can MoveForward and BackwardBarrierpoint123After early campaigns,employees score high onAwareness and Desire.Employees attend training andlearn more about what the changemeans to them.After gaining Knowledge,employees have slipped backto a barrier point at Desire. Prosci. All Rights Reserved.2828Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsPeople Change at Different avitaRahimChen LiAlanaEric29 Prosci. All Rights Reserved.29Consequences of Missing ADKAR ElementsWithout Awareness and Desireyou will see: Employees asking the same questions over and overLower productivity and higher turnoverHoarding of resources and informationDelays in implementationWithout Knowledge and Abilityyou will see: Lower utilization or incorrect usage of new systemsEmployees worry whether they can be successful in the futureGreater impact on customers and partnersSustained reduction in productivityWithout Reinforcementyou will see: Employees revert back to old ways of doing work Ultimate utilization is less than anticipated The organization creates a history of poorly managed change Prosci. All Rights Reserved.3030Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsPut on Your ADKAR Glasses31 Prosci. All Rights Reserved.314ADKAR for Project Milestones Prosci. All Rights Reserved.3232Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsAlign Ability with Go Live to Drive OutcomesADKAR milestones describe individual progress andneed to align with the lifecycle of the initiative.KickoffAlign Abilitywith Go LiveUnfortunateRealityGo LiveADKOutcomesAADKARR33 Prosci. All Rights Reserved.33Aligning ADKAR Milestones with a Project or Initiative LifecycleSequentialIterative Prosci. All Rights Reserved.3434Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsADKAR BlueprintADKARBlueprintMap MilestoneTarget DateGauge GapART ADKARActivity:Roles:Timeline:AwarenessThe ADKAR Blueprint is thebackbone of change management.DesireKnowledgeEach ADKAR element becomes a milestone,with a target date and an anticipated gap.AbilityAdding Activity, Roles and Timeline for each elementturns the model into specific activities to execute.Reinforcement35 Prosci. All Rights Reserved.35ADKAR BlueprintGauge gap is different than barrier pointThe ADKAR barrier point informswhere someone is not progressing. Prosci. All Rights Reserved.Gauge gap is an evaluation of expected effort to buildeach of the ADKAR elements for a particular change.Smaller gap (less effort)Larger gap (more effort)Awareness:“It’s about time!”Awareness:“If it’s not broken, don’t fix it.”Knowledge:New toolset very similar towhat people use currentlyKnowledge:Very different toolset fromwhat people have usedReinforcement:Outcomes highly visibleReinforcement:Outcomes not visible3636Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsCOMPASS ADKAR Tactics: EmployeesAwarenessDesireKnowledgeAbility‘Go Live’ in June!Reinforcement37 Prosci. All Rights Reserved.375ADKAR to Activate Key Roles Prosci. All Rights Reserved.3838Copyright Prosci. All Rights Reserved.solutions@prosci.com

The 5 Building Blocks of Individual Change: Who and Howwww.prosci.com/webinarsFulfilling a Role in Change Management Takes ADKARAAwarenessOf the need for changeDDesireTo participate and support changeKKnowledgeOn how to fulfill the specific changeAAbilityTo fulfill the changeRReinforcementTo continue fulfilling the changemanagementmanagementmanagement rolemanagement rolemanagement role39 Prosci, Inc. All Rights Reserved.39Sponsor Role in Change: Fulfill the ABCs to Drive SuccessIt’s not just signing checks and chartersActively and visiblyBuild a coalitionCommunicateparticipatethroughout the projectof sponsorship withpeers and managersdirectly withemployees 2020 Prosci Inc., Best Practices in Change Management Prosci. All Rights Reserved.4040Copyright Prosci. All Rights Reserved.solutions@prosci.com