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BST Consumer Change Management Page PAGE 2 Facil3.doc DATE \l 4/29/96 Change Management Questions for Field Facilitated Sessions (Jointly Conduted with First 100 Days) 2/28/96 Target Group 1: 6 service reps Target Group 2: 6 AMs and managers Duration: approximately 1 hour 45 minutes Dates and Locations: Atlanta, GA 2/22 Charlotte NC 3/14 Jackson MS 3/21 Nashville TN 2/28 Birmingham AL 2/21 Jacksonville FL 3/20 Louisville KY 2/29 New Orleans LA 3/20 Miami FL 3/21 Columbia SC 3/13 Focus Facilitated Session Questions Purpose Description of changes How would you describe the changes that are being implemented at BST? Understanding: Understand the areas of the change for which communication has been received. Frequently change communication becomes simplified upon receipt -- targets focus on the one or two elements which are most disruptive to them, distorting the picture of the entire change. Actions: Based on responses, communication can be planned to balance out perceptions. Communication will likely target managers first and then be cascaded to Reps.  Focus Facilitated Session Questions Purpose Sponsorship Who is “pushing” for the changes? On a scale of 1 (not much) to 10 (a great deal) are they pushing much? Understanding: Understand management’s role in leading the change thus far. Frequently management is still very much a target of the change itself and in no position to provide leadership. This leads to “black holes” and the change being attributed to upper management or mysterious market forces, neither of which have the force to sustain the change in implementation. Actions: Based on responses, develop follow-up sessions to better position management to be effective sponsors. This preparation will likely require involvement of the VIT to bring managers into the information loop as necessary. In addition, change agents can be positioned to assist managers to step into the sponsor role. Briefing on Voyager changes presented here. The objec