SESSION 2B PERILS FROM THE DEEP Presenter: Dr Denise Meyerson,
Director, Management Consultancy International
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The change Monster Build resilience to change! Customer Service
Conference 2013 Dr Denise Meyerson
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Session Purpose Understand the emotional side of change
Practical tips + guidelines to build resilience and reduce stress
for yourself, your team and your family
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Listen to your instructions
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How well did you go? What could you have done better? What did
you get out of the activity?
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List the emotions that you experienced during the last few
minutes
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The Change Monster: All the human issues that swirl around
change
Discuss Do we look for someone, or something, or some event or
circumstance to excuse or to justify behaviour? When does the time
come when we say to ourselves I need to behave differently? When
does the time come for us to take on a different perspective or
extend ourselves ?
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What are your top 10 tips to build resilience to change and to
reduce stress levels?
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1. Acknowledge that the monsters are there
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2. Listen and observe
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3. Build Emotional Intelligence levels The head and the
heart
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4. Do an Audit what are the causes of my stress? What is in my
sphere of control and influence and what is out of my sphere of
control and influence?
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5. Take a total View Even though this incident is negative, the
total view of my situation is positive.
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6. Get perspective & look at the facts This event is not
threatening. It may not happen. This situation is not dangerous to
my well being, therefore I can view it as a triviality, and it may
not even happen.
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The danger of making assumptions!
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Use the Ruler Method
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7. Remember that feelings around change are temporary This too
shall pass.
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8. Say to yourself: This occurrence is not exceptional Many
people in my situation have gone through this.
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Remember! We all have unique personalities and we have
experiences that are universal AND the way you choose to handle
them is unique
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9. Find a Distraction I choose to refocus my energies.
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What are your favourite distractions?
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10. Do the difficult I will face what I fear.
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Here are a few more tips.
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11. Work in Parts I will solve the problem one step at a
time.
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Plan a party for 100 people
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I will look for a solution by taking advice or doing further
research. 12. Solutionise
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Since I cannot change this situation, I choose to let go of it.
13. Surrender Control
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Call out others on your list that we have not mentioned
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Commitments What two things from todays session will you focus
on in your day-to-day role? _______________________________ What do
you commit to doing more of or less of?
_______________________________ What will you teach others in your
team from todays session? ________________________________