Managing Change: Elephants, Chickens and Eggs
I’m currently working with a company that wants to implement a sustainable and managed programme of organisational storytelling. They’re convinced it isn’t silly nor is it just a ‘flavour of the month’ magic leadership blue pill. They see it as a fundamental human communication tool and they’d like to leverage it for their own communication strategy’s objectives and enable their people to use it to better move people around them to change. They had no problem with the concept, the practice or the potential cost-benefits of organisational storytelling. Their primary concern was that it would become just another change effort that didn’t stick.
In that regard, their concerns are warranted. Something as uncommon and potentially nebulous such as organisational storytelling is no different from any large-scale change project like a force-fed software roll-out.
Research from psychologist Jonathan Haidt, later popularised by Chip and Dan Heath in their book ‘Made To Stick’ focused on the power in change situations of combining the rational and the emotional. They’re the ones who got the ball rolling on the phrase ‘The elephant and the rider.’ It’s all a wonderful oversimplification and neuro-scientists must be rolling in their hammocks but it’s a simple and useful mental model. The elephant is your emotional brain. The skinny feeble dude on top of the elephant is the rider – your rational brain. The rider knows the rules and your goals and what’s good for you in the long run and learns from experience. The elephant wants what it wants. The rider will see a pile of chocolate and say that you shouldn’t have any but could probably have a little bit. The elephant will say it can’t hear you because of the noise it’s making eating all this chocolate.
Apparently, a key to success in life generally and change in particular is to get our elephants and riders working together. The third element is to ‘shape the path.’ We need to give them a degree of autonomy but with a limited range. Some of you will be thinking that this makes sense. Some of you will be thinking that elephants can’t talk. That’s just your driver speaking.
One of the things that constrains or delays change is paralysis by analysis. People obsess over making the right decision and end up making no decision or a too late decision. There’s a classic study where researchers set up stalls at several farmers markets. Half the stalls offered three jams for sale with three taste test pots. The other half of the stalls offered twenty four jams and twenty four taste test pots. Which stalls do you think sold the most jam? Far and away the three choice stalls sold significantly more jams. Haven’t we been conditioned to think that we want choice? That more choices are good choices? You might think that but that’s not what the research shows.
Why is that? Regret, or the potential for it, is a powerful driver and constrainer of human behaviour, although not so much for elephants. We want to choose the best jam. The chances of making the best jam choice out of three are pretty good, especially if the three choices are very diverse, say, a berry jam, a marmalade and something with low or no sugar. (Ha, just kidding. I think stevia is straight out of Professor Snape’s lab at Hogwarts and causes flavour to become invisible.) But, with twenty four options, many quite similar, those odds of making the best choice plummet. And our brains, emotional nor rational, don’t like that. We probably wouldn’t construct elaborate decision matrices on complex spreadsheets for jams but that’s exactly what we do for a lot of decisions are work.
John P. Kotter is the world’s leading expert on change. He’s got that middle initial thing going on so there’s that for a start. Seriously, his book’s a classic and I highly recommend it. I MC’d his off-sider from Boston at a conference recently and I was impressed by their research-based but very practical structured approach. They have an eight-step process; Look it up. The first step to minimising the chances of your change initiative failing is to create a sense of urgency. If paralysis by analysis is a brake on change efforts then creating a sense of urgency is smart. Go on, the idea is only available for a limited time!!
They say we’ll never know which came first – the chicken or the egg. I say it’ll become a lot clearer once KFC starts serving breakfasts. Is it that restaurants don’t offer a wide range of vegetarian meal options because diners don’t order a lot of vegetarian meals or do diners not order a lot of vegetarian meals because restaurants don’t offer a wide range of vegetarian options? It’s a chicken and egg situation.