THE CHANGE HOUSE With Additional Rooms The contentment

THE CHANGE HOUSE With Additional Rooms The contentment room The Sun lounge We are the best Let’s postpone it Why should we do it arrogance The denial room They are responsible Circumstances are responsible Fingerpointing Defensive behaviour Dungeon of denial The renewal room Let’s do it together Let’s make it happen! High motivation and energy Taking responsibility The confusion room Which way is the best? Hire and fire! A new strategy every day Lots of uncoordinated initiatives Consultants Paralysis pit Wrong direction door

Signs of contentment What they say The Sun lounge • Let’s postpone it • We know what we’re doing • We achieve our targets • It it isn’t broke, don’t fix it • It will get better next month • Management have decided • We don’t have any major problems How they act • Ignore the outside world • Arrogant • Justify bad results • Don’t listen to customers • Don’t listen to own staff • No sense of urgency • Unaware of new threats • Want more money Wrong direction door Dungeon of denial Paralysis pit

Signs of denial What they say The Sun lounge • It’s a general industry trend • What problem? • It’s not our fault • The budget was too ambitious • It’s a short time issue • It’s the recession • Corporate doesn’t understand • It will be ok next month • It can’t happen here • We’ve always done it this way • Our business is different • If it isn’t broken, don’t fix it Dungeon of denial How they act • Defend the past • Defend the present • Agressive • Miss the message, but kill the messenger • Blame everything else • Blame everybody else • Minimise or trivialise the change • Not listening to own staff • Not listening to customers • Try to find competitors who’re doing worse Paralysis pit Wrong direction door

Signs of confusion What they say The Sun lounge • What are we doing? • What should we do? • How did we get into this mess? • Let’s hire some consultants • What are our competitors doing? • What have I done wrong? • We must do something now • I’ve been saying that for years • We’re trying to do too many things at once Dungeon of denial How they act • Frustration • Anger • Insecurity, self-doubt • No sense of direction • Dependency on others (internal, external) • Slogan of the month • Set up numerous committees, task forces • Hire people from outside • Never complete anything Paralysis pit Wrong direction door

Signs of renewal What they say The Sun lounge • Let’s make it happen • Let’s do it together • This is a good place to work • Let’s tell everybody about this • This is our plan • It’s been tough, but we’ve made it • We’re doing well, but we could do better • We have to trust each other • We won’t do it if it doesn’t fit our strategy Dungeon of denial How they act • Learning • Trust, delegation • Independence • Accepting risk • Flexibility, creativity • Trying new approaches • Enjoying themselves • Continually improve • Stay focussed • Set new targets • Don’t believe all their own publicity • Regularly review progress and process Paralysis pit Wrong direction door

The change house Renewal room The Sun lounge Let’s get into the renewal room as soon as possible !!! Dungeon of denial Wrong direction door Paralysis pit