WEBVTT 00:01:18.193 --> 00:01:20.322 Morning. Morning. 00:01:20.424 --> 00:01:21.663 How's your daughter? 00:01:21.688 --> 00:01:24.273 Over the bug, I think. She went back to preschool this morning. 00:01:24.275 --> 00:01:25.749 That's good. 00:01:26.109 --> 00:01:27.532 Good morning, Hoshi. Hey... 00:01:27.533 --> 00:01:29.922 Morning. Hey, morning. How's your kid? 00:01:29.947 --> 00:01:32.259 Oh, better, thanks. Good. 00:01:32.276 --> 00:01:34.789 Hey, thanks for loaning the book. You finished it already? 00:01:34.814 --> 00:01:37.326 Yeah. I really liked it. 00:01:38.143 --> 00:01:43.690 It's amazing how, when your life is a little crazy, you really appreciate the things that stay the same. 00:01:44.262 --> 00:01:49.842 Like my ride to work every morning. Always the same group of us in the same section of the car... 00:01:49.897 --> 00:01:53.439 Blake with his paper. Jill making calls and checking emails. 00:01:53.471 --> 00:01:59.157 And Hoshi, always with her nose buried in a book, pretending to be anti-social. 00:01:59.480 --> 00:02:01.525 Do you mind? Yeah. Sure. 00:02:02.301 --> 00:02:03.718 Thanks. 00:02:22.409 --> 00:02:24.704 What a week. At least it's Friday. 00:02:24.729 --> 00:02:26.708 Just that much closer to Monday. 00:02:26.920 --> 00:02:31.271 He's never been much of a morning person, has he? Listen, I'm entitled. Okay? 00:02:31.296 --> 00:02:32.417 Really? 00:02:32.442 --> 00:02:37.358 My life has been... Have you ever seen that movie? 00:02:37.661 --> 00:02:41.661 The one where the guy wakes up and lives the same day over and over again? 00:02:42.121 --> 00:02:48.382 Well, that's not my life. Every morning I walk into work and my life is completely different. 00:02:48.453 --> 00:02:53.212 Different? How? I don't know... Every way. 00:02:53.944 --> 00:02:55.268 Seriously. 00:02:55.784 --> 00:03:02.140 A few weeks ago they announced this whole restructuring plan at work. It caught me completely by surprise. 00:03:03.536 --> 00:03:05.544 Marcus, you got a minute? Yeah. 00:03:05.569 --> 00:03:08.259 Um...catch the door, would you? Okay. 00:03:12.287 --> 00:03:17.044 Listen, I get the sense you're really not comfortable with the reorganization. 00:03:17.069 --> 00:03:21.282 Yeah. I don't know. Maybe. It's just been a week. 00:03:21.307 --> 00:03:26.768 Look, it's a rough market out there. The competitions' really changed. So we have to, as well. 00:03:27.261 --> 00:03:31.606 Putting you on sales calls is one of the things we believe will improve our numbers. 00:03:31.631 --> 00:03:34.568 Yeah, I know. I just don't think it's one of my strengths. 00:03:34.593 --> 00:03:39.066 I understand. But the bottom line is we all have to get stronger and smarter in 00:03:39.091 --> 00:03:42.774 a lot of different areas. That's why we're restructuring. 00:03:43.043 --> 00:03:45.723 I suppose. If you say so. 00:03:46.273 --> 00:03:51.645 We all have to start to learn how to do our jobs differently. And to be honest with you... 00:03:51.670 --> 00:03:55.467 I have to have people on the team committed to making this work. 00:03:56.544 --> 00:04:03.168 And, based on what I've seen from you so far, you've got a decision to make. Alright? 00:04:04.588 --> 00:04:08.700 So, apparently I have some deciding to do. You think? 00:04:08.996 --> 00:04:14.312 I could use your help. I mean, at this point, I'm pretty frustrated and confused. 00:04:14.337 --> 00:04:18.902 I hear you. It's like, "yesterday I was doing a great job and all of a sudden what 00:04:18.927 --> 00:04:21.088 I'm doing isn't right or good enough." 00:04:21.159 --> 00:04:26.399 Or like I start to do something and before I can finish, something changes and I have to do it over. 00:04:26.424 --> 00:04:30.388 Yeah, I feel like sometimes we're trying to build the plane while we're flying it. 00:04:30.413 --> 00:04:32.885 Oh, I LOVE that feeling. 00:04:34.382 --> 00:04:37.406 I get bored easily. I like it when things change. 00:04:37.481 --> 00:04:40.392 So, what are you going to do? I don't know. 00:04:40.524 --> 00:04:45.143 Even before this whole restructuring, things were crazy. All I've been doing is putting out fires, 00:04:45.168 --> 00:04:49.331 it seems like. And now this. It's one more problem to solve. 00:04:49.990 --> 00:04:54.190 Yeah, but what you're talking about is a big change. That's more than problem solving. 00:04:54.215 --> 00:04:55.395 How so? 00:04:55.420 --> 00:04:58.436 Well, what makes change "change," and more than just problem solving, 00:04:58.461 --> 00:05:03.169 is that often times what we're being asked to do hits us at an emotional level. 00:05:03.328 --> 00:05:07.118 Yeah, I've definitely got a few emotions about this. But how does that help me? 00:05:07.143 --> 00:05:12.564 When I started working, change was a big event. Things were different. 00:05:12.824 --> 00:05:16.807 It didn't happen all that often. Well, it was the stone age, after all. 00:05:18.257 --> 00:05:20.281 The hearing aid's working. 00:05:21.931 --> 00:05:26.743 Today, change is constant. It comes fast and it's usually not flexible. 00:05:26.922 --> 00:05:31.238 Yeah, he's right. I mean, change itself has changed. And no matter how you react to it... 00:05:31.263 --> 00:05:35.432 I mean, whether you love it, like Hoshi; or it makes you want to bury your head in the sand... 00:05:35.457 --> 00:05:41.172 we're all in this together. We have to learn how to work together to respond to change productively. 00:05:41.197 --> 00:05:44.565 But I just want to be left alone to do my job. 00:05:44.615 --> 00:05:49.302 Of course you do. You're the poster child for the well-ordered life society. 00:05:49.650 --> 00:05:52.813 But, she's right, you know. Change doesn't happen in a vacuum. 00:05:52.916 --> 00:05:56.579 You know, I think I liked it better when you read more and talked less. 00:05:56.650 --> 00:06:01.172 I'm serious. We all react differently to change - because we're all unique, right? 00:06:01.197 --> 00:06:04.746 We all see the world through our own filters. Well, yeah, but... 00:06:04.771 --> 00:06:12.172 Yeah, and how we react impacts how those around us react. It can set up one big change reaction. 00:06:12.197 --> 00:06:16.059 Like dominos. One person's reaction kind of bumping into the next. 00:06:16.084 --> 00:06:21.595 Yeah, you know, most of us don't really stop and think about it very much, we just react. 00:06:22.163 --> 00:06:28.190 Yeah, we charge forward with blind enthusiasm; or we dig our heels in and refuse to budge; 00:06:28.215 --> 00:06:32.543 or we take a wait-and-see-approach and try to avoid making a choice altogether... 00:06:32.568 --> 00:06:37.565 Which is just making a choice not to make a choice; and can also really get in the way. 00:06:38.377 --> 00:06:40.138 If you all say so. 00:06:40.163 --> 00:06:46.173 No, really. In my experience, it's exactly these kinds of emotional change reactions 00:06:46.198 --> 00:06:49.326 that can set us up for failure, if we're not careful. 00:06:49.351 --> 00:06:55.922 But, I don't want to fail. I want to do a good job. I think most people do. 00:06:55.930 --> 00:07:00.009 All these changes just make it harder to do that. And, I'm sorry, but 00:07:00.034 --> 00:07:05.334 when they announce I now have to go on sales calls and help make presentations to clients - which 00:07:05.596 --> 00:07:10.176 I've never wanted to do and never been trained to do - I'm going to react. 00:07:10.201 --> 00:07:14.462 Well, Marcus, we aren't saying "don't react." What we're saying, if you know how, 00:07:14.487 --> 00:07:19.410 you can react to change in a way that, you know, is positive and productive for everybody. 00:07:19.435 --> 00:07:20.161 Everybody? 00:07:20.186 --> 00:07:25.920 Yeah, you know. Yourself. Your organization. Customers. Everybody. 00:07:25.975 --> 00:07:33.166 Really? How? Well, I do have a strategy I use. And it works for me every time. 00:07:34.261 --> 00:07:37.718 I find that hard to believe, but okay. So what's this "strategy?" 00:07:37.743 --> 00:07:42.530 Well, to start, it has three parts. And it begins by taking a step back and clarifying things. 00:07:42.555 --> 00:07:44.732 Clarify... What? 00:07:44.977 --> 00:07:50.659 Ah, you might want to let the lady sit down. Just a thought. 00:07:50.684 --> 00:07:55.635 Huh? Oh. Sorry. Here. Please. 00:07:56.183 --> 00:08:01.404 So, at that point, here's what I'd learned. Change is pervasive and constant. 00:08:01.548 --> 00:08:05.287 And that's why being able to navigate change is a required skill. 00:08:05.580 --> 00:08:10.457 Everyone reacts differently to change, and we can influence how others around us react. 00:08:10.639 --> 00:08:15.795 And, supposedly, anyone can respond to change in a way that's positive and productive 00:08:16.151 --> 00:08:18.477 for themselves and their organizations. 00:08:19.088 --> 00:08:23.279 I had my doubts about that, but given what I was up against at work, 00:08:23.304 --> 00:08:25.507 I figured it couldn't hurt to find out more. 00:08:25.532 --> 00:08:28.764 Besides, it wasn't like I was going anywhere anytime soon. 00:08:38.379 --> 00:08:43.168 So, I want to hear more about taking a step back and clarifying things... 00:08:43.193 --> 00:08:49.403 But first, just answer one question... I need something that will help me figure out exactly what to do 00:08:49.428 --> 00:08:53.523 and exactly what to say to get through this mess at work. Is that what we're talking about here? 00:08:53.548 --> 00:08:55.190 Yes, it is. You're sure? 00:08:55.215 --> 00:08:58.867 I'm sure. All right then. As long as you're sure. 00:08:59.181 --> 00:09:04.689 Basically, the first thing you have to do is to clarify how a change might impact you and others. 00:09:04.752 --> 00:09:09.861 Like a few months ago, something happen in my department that just seemed to tip everybody over the edge... 00:09:09.886 --> 00:09:11.313 Man, I don't know about you, 00:09:11.314 --> 00:09:14.924 but I'm having a real hard time dealing with yet another round of billing changes. 00:09:14.949 --> 00:09:18.438 I've noticed. How many days were you out sick last week? 00:09:18.549 --> 00:09:22.584 It tears me up. We're asking them to pay more and a lot of patients are just getting by as it is. 00:09:22.609 --> 00:09:26.688 You think so? Could be they're just trying to play you, hoping you'll give them a break. 00:09:26.713 --> 00:09:30.163 And you usually do. They're not trying to "play me." 00:09:30.909 --> 00:09:32.947 Besides, it sounds like you don't even care. 00:09:32.972 --> 00:09:37.723 Not any more. They've made so many changes to the rules over the years, I've lost count. 00:09:37.748 --> 00:09:41.140 And they'll just keep changing them. But our job is to help patients. 00:09:41.165 --> 00:09:45.309 No. The last time I checked our job was to get patients to pay their bills. 00:09:45.334 --> 00:09:50.330 Look, you're not helping me, here. I don't think these changes are fair; to you, to me, 00:09:50.355 --> 00:09:52.993 to the patients we deal with. And I'm trying to do something about it. 00:09:53.018 --> 00:09:55.629 Listen, You knew what this job was when you took it. 00:09:55.654 --> 00:09:59.153 You get yourself so worked up over things you're out sick half the time and 00:09:59.178 --> 00:10:03.256 that leaves the rest of us to pick up the slack. So, just do us all a favor and learn 00:10:03.281 --> 00:10:08.051 to live with it, and if you've got problems... I don't want to hear them. Alright? 00:10:08.578 --> 00:10:12.588 It was the kind of situation where people were feeling like victims and, out of frustration, 00:10:12.613 --> 00:10:17.283 they started pointing fingers at each other. And the situation started spiraling out of control. 00:10:17.308 --> 00:10:18.443 So, what did you do? 00:10:18.468 --> 00:10:22.259 Well, I talked to them. Well, Sharon wasn't interested in listening. 00:10:22.284 --> 00:10:26.074 But Ahmad was a bit more receptive. What did you tell him? 00:10:26.203 --> 00:10:30.272 Well, it really wasn't about me telling him anything. I just asked him some questions 00:10:30.273 --> 00:10:33.446 to help him take a step back and really analyze what was going on. 00:10:33.517 --> 00:10:38.217 So, let me ask you, what kind of control or influence do you think you have over this change 00:10:38.242 --> 00:10:41.792 in billing procedures? In terms of how it impacts your job? 00:10:41.857 --> 00:10:46.282 Honestly, I don't think I have much control or influence over anything around here. 00:10:46.576 --> 00:10:50.601 You may not be able to do anything about the decision to change the process, 00:10:50.626 --> 00:10:54.107 but you may be able to do something about how the change gets implemented. 00:10:54.253 --> 00:10:56.598 I don't know. Maybe. 00:10:56.844 --> 00:11:00.728 Alright. Well, have you thought about how the change is impacting how you do your job? 00:11:00.753 --> 00:11:02.341 Sure, all the time. 00:11:02.697 --> 00:11:05.781 But I mean, specifically. Like if someone was to ask you to make a list 00:11:05.806 --> 00:11:10.458 of the things that you have to do differently now - and how that impacts you - could you do that? 00:11:10.483 --> 00:11:13.322 Probably, if I took the time, I suppose I could. 00:11:13.416 --> 00:11:17.179 Well, why don't you do it right now? What would be on the list? 00:11:17.377 --> 00:11:22.578 So, how do you feel about what's changed? I mean, are you positive, negative or neutral toward it? 00:11:22.804 --> 00:11:27.655 I want to be positive, but it's tough. I guess, I'd have to say I'm pretty negative. 00:11:27.680 --> 00:11:35.658 Understandable. Well, what about any fears, concerns or issues? What is bugging you the most? 00:11:35.683 --> 00:11:41.310 Probably the fact that I don't like being put between a rock and a hard place. You know, 00:11:41.335 --> 00:11:45.993 having to take those calls from upset patients and not being able to do anything about it. 00:11:46.018 --> 00:11:49.952 I'm powerless. I know how you feel. Anything else? 00:11:50.063 --> 00:11:54.359 Overall, how do you think the people in our department are reacting to the constant changes? 00:11:54.384 --> 00:11:56.343 Sharon acts like she doesn't care. 00:11:56.668 --> 00:11:58.487 The rest, I'm not sure. Why? 00:11:58.757 --> 00:12:04.840 Just curious. Well, I've noticed how Sharon's reaction has had an impact on you... 00:12:04.865 --> 00:12:06.550 Yeah, it ticks me off. 00:12:06.590 --> 00:12:12.695 Exactly. And how you react might impact me, or Greg, or anybody we work with. 00:12:13.234 --> 00:12:17.260 And we have to be sensitive to that if we're going to be able to work through this together. 00:12:17.285 --> 00:12:19.758 I never thought about it like that before. 00:12:19.854 --> 00:12:23.573 So, based on everything you've been telling me... What do you still need to know or 00:12:23.574 --> 00:12:27.037 do to feel comfortable really committing to this latest round of changes? 00:12:27.062 --> 00:12:31.680 I guess two things. I need to know how much, 00:12:31.705 --> 00:12:35.346 if any latitude I have with patients who are having trouble paying their bills? 00:12:35.371 --> 00:12:39.587 And, I could really use some help knowing how to take those calls -you know, how to figure out if 00:12:39.612 --> 00:12:44.856 people are trying to take advantage of me; or so I don't take their frustration personally. 00:12:44.903 --> 00:12:47.287 Those two things could make a big difference. 00:12:47.398 --> 00:12:52.109 Great. So, then, maybe I can help you figure out the best resources for getting what you need. 00:12:52.134 --> 00:12:57.173 And we can talk about how to communicate your questions in a positive way, so people are willing to help. 00:12:57.198 --> 00:12:58.763 That's a lot of questions. 00:12:58.764 --> 00:13:02.192 Yeah, but they're all important, though, because they help you do two things. 00:13:02.217 --> 00:13:05.673 First of all, they help you to understand how a change makes you feel and why. 00:13:05.833 --> 00:13:09.931 And they help you get clear about how a change impacts you and your coworkers. 00:13:09.956 --> 00:13:13.051 And these are thing you need to know in order to help your manager - 00:13:13.091 --> 00:13:17.251 or who ever it is that you need to talk to, to understand what you're really dealing with. 00:13:17.305 --> 00:13:21.356 And with that understanding, they'll be more inclined to help you find a solution. 00:13:21.434 --> 00:13:22.757 Bingo! 00:13:23.253 --> 00:13:27.074 So, how did it end up? The situation with your two coworkers? 00:13:27.105 --> 00:13:33.432 Well for Ahmad, it was really about deciding to recommit to the job he already had - and really needed. 00:13:33.475 --> 00:13:36.757 So, he went and talked to our manager and got his questions answered. 00:13:36.822 --> 00:13:40.303 He signed up for training on how to handle difficult customer calls. 00:13:40.553 --> 00:13:43.501 He's not sick like he used to be. I think he's going to be okay. 00:13:43.526 --> 00:13:47.268 So, you're saying the first thing I need to do is take a step back and 00:13:47.293 --> 00:13:50.851 clarify how a change impacts me and what I need to move forward. 00:13:50.876 --> 00:13:52.672 Right. But that's just phase one. 00:13:52.787 --> 00:13:55.832 After that, you're going to have to reach out and communicate your needs and 00:13:55.857 --> 00:13:58.713 concerns and get answers to your questions. 00:13:59.214 --> 00:14:03.891 That's not going to be easy. Not with the way things are between my boss and me at the moment. 00:14:04.193 --> 00:14:07.150 Yeah, but getting the communication right is important. 00:14:07.594 --> 00:14:11.615 You know what, I really got to take this. You know, why don't you talk to Blake? 00:14:11.647 --> 00:14:13.874 He'll give you some really good advice. Okay. Thanks! 00:14:13.899 --> 00:14:16.519 No problem. Hey Bob. 00:14:16.544 --> 00:14:20.513 Jill really helped me understand the importance of always taking a step back and 00:14:20.538 --> 00:14:27.103 asking some very specific questions like: What control or influence do I have over the change? 00:14:27.238 --> 00:14:34.743 How will it impact my job? How do I feel about the change? What are my fears, concerns or issues? 00:14:34.989 --> 00:14:41.074 How will others react? And what do I need to know or do to feel comfortable committing to the change? 00:14:41.523 --> 00:14:45.766 Of course, like she said, asking the questions is just phase one. 00:14:46.014 --> 00:14:49.519 I knew if I was going to be able to talk through things with my manager, 00:14:49.544 --> 00:14:53.206 I was going to need all the advice Blake could give me. 00:15:04.397 --> 00:15:07.831 Anything worth knowing about going on? Same old same old. 00:15:08.578 --> 00:15:12.011 I was talking with Jill about this situation of mine at work. 00:15:12.036 --> 00:15:14.281 She said you might have some words of wisdom for me. 00:15:14.306 --> 00:15:18.142 I need to go and talk with my boss about this change I'm dealing with. 00:15:18.167 --> 00:15:22.769 I don't know about words of wisdom, but I've had my share of those kinds of conversations. 00:15:22.794 --> 00:15:26.851 I think one of the toughest was the time when the company issued a new uniform policy. 00:15:26.876 --> 00:15:30.440 I still remember when it happened. It didn't go over too well. 00:15:31.495 --> 00:15:35.904 Hey, guys. Where you been? Pulling a water pump on one of the towers. 00:15:35.929 --> 00:15:39.104 Liked to died of the heat. You're going to love this, then. 00:15:39.129 --> 00:15:40.238 Love what? 00:15:40.263 --> 00:15:43.823 Starting tomorrow, this is what you'll be wearing. 00:15:43.848 --> 00:15:51.064 Long-sleeve, flame-retardant, all day, everyday, year-round. No exceptions. 00:15:51.136 --> 00:15:54.658 You're kidding me? We always wear short sleeves this time of year. 00:15:54.683 --> 00:15:56.449 There's a stack sitting in the locker room for you. 00:15:56.474 --> 00:15:59.384 I'm not wearing anything like that in 95 degree heat. 00:15:59.409 --> 00:16:01.261 Yeah, that's going to be a problem. 00:16:01.343 --> 00:16:04.303 Did either of you know anything about this? First I've heard of it. 00:16:04.328 --> 00:16:08.219 That's because they knew that if they said anything we would have stopped it. 00:16:08.244 --> 00:16:11.486 Yeah, well, they aren't going to like it when we start dropping from heat stroke. 00:16:11.511 --> 00:16:15.241 I think we ought to go in as a group, and tell them this ain't going to happen. 00:16:15.266 --> 00:16:18.069 I don't think that that's going to get us anywhere but in trouble. 00:16:18.094 --> 00:16:22.248 Well, we've got to do something. I mean, why in the world would they do this? It doesn't make any sense. 00:16:22.273 --> 00:16:23.498 I'll tell you why... 00:16:23.523 --> 00:16:28.871 Because some suit who spends all day in air conditioning thinks it will make us look more "professional." 00:16:29.292 --> 00:16:33.899 "Hey, Bill. We really need to work on polishing our image this year. 00:16:34.154 --> 00:16:37.808 Craig, I think that's a great idea. What have you got in mind? 00:16:38.015 --> 00:16:41.519 Well, Bill, I think we should start with our field uniforms. 00:16:41.544 --> 00:16:46.654 Long sleeves would look more professional, don't you think? Sounds like a plan to me, Craig." 00:16:46.845 --> 00:16:49.318 Idiots! I mean, what were they thinking? 00:16:49.434 --> 00:16:52.885 Obviously, it was a very emotional issue for a lot of people. 00:16:53.258 --> 00:16:56.307 Especially since it took us by surprise. 00:16:56.332 --> 00:16:59.347 And it didn't help that we'd been blind sided by this kind of stuff before. 00:16:59.372 --> 00:17:00.643 So you didn't trust them? 00:17:00.668 --> 00:17:03.802 No. Especially this time. It kind of felt like we'd been manipulated. 00:17:03.827 --> 00:17:07.578 So, how did you end up handling it? Well, I've learned the hard way - 00:17:07.603 --> 00:17:11.153 that there's a right way and a wrong way to talk with people about a change. 00:17:11.193 --> 00:17:16.002 You've got to make it personal and private and face-to-face as often as possible. 00:17:16.194 --> 00:17:17.754 That makes sense. 00:17:17.836 --> 00:17:24.011 Another thing that's important to remember is who you're talking to and how they're going to react. 00:17:24.119 --> 00:17:26.724 You have to adjust for that. What do you mean? 00:17:26.889 --> 00:17:30.058 Well, the situation I was telling you about, with the safety director, 00:17:30.083 --> 00:17:33.353 I knew she was one of those "just give me the facts" type people. 00:17:33.378 --> 00:17:38.895 So, I took that approach with her and it helped, I think. Not that it was easy. 00:17:39.061 --> 00:17:41.089 She and I had our issues in the past. 00:17:41.114 --> 00:17:45.725 But I knew if I didn't do it, a couple of the other guys might do something stupid, 00:17:45.750 --> 00:17:49.834 and if anybody got hurt or said something to make the situation worse... 00:17:49.859 --> 00:17:51.569 I just couldn't let that happen 00:17:51.728 --> 00:17:54.494 I appreciate you taking the time. Not a problem. 00:17:54.519 --> 00:17:58.330 I wanted to talk to you about this change in our uniform policy. 00:17:58.473 --> 00:18:01.779 To be honest, I'm really having a hard time with it. And so are some of the other guys. 00:18:01.804 --> 00:18:04.518 Well, I'm not sure what I can do. A policy's a policy. 00:18:04.543 --> 00:18:06.016 Well, I understand that. 00:18:07.048 --> 00:18:11.689 But I want to make sure you understand the facts about how it's affecting us in the field. 00:18:11.714 --> 00:18:16.458 My concern is that it has already starting to cause morale problems; and that's only going to get worse. 00:18:16.483 --> 00:18:22.537 Well, change is never easy. But, like I said, a policy is a policy. Not much I can do about it. 00:18:22.624 --> 00:18:27.855 Maybe you can and maybe you can't But it would help if you could answer a few of questions for me. 00:18:28.301 --> 00:18:30.219 Sure. What is it you want to know? 00:18:30.322 --> 00:18:35.976 Well, to begin with, is this uniform change because of some safety regulation? 00:18:36.130 --> 00:18:39.951 Or is just a company policy? Alright, that's helpful. 00:18:40.203 --> 00:18:42.761 Good. Another thing... 00:18:43.182 --> 00:18:47.494 The cloth and the design of the new uniforms... Were they the only options that were considered? 00:18:47.519 --> 00:18:49.418 No, we looked at a lot of options. 00:18:49.443 --> 00:18:52.350 Can you tell me what they were? Why you settled on this one? 00:18:52.380 --> 00:18:54.523 It's good to know why you made the change... 00:18:54.548 --> 00:18:57.989 Well, it wasn't just me. There were five of us on the committee. 00:18:58.014 --> 00:18:59.566 I imagine there were. 00:19:01.077 --> 00:19:07.211 What I meant was now I can go back to the guys and tell them it wasn't just an arbitrary decision and that will help. 00:19:07.418 --> 00:19:12.719 I'm glad to hear that. On the flip side, I do have concerns. 00:19:13.076 --> 00:19:17.060 Now these new uniforms, they're going to cause some heat related issues for us in the field. 00:19:17.272 --> 00:19:21.284 What if it's 98 degrees and somebody doesn't wear it? Well, that can't happen. 00:19:21.309 --> 00:19:25.905 I agree. Can we talk a little bit about how we can prevent that from happening? 00:19:26.034 --> 00:19:29.078 Alright. Thanks for talking it through with me. It helps. 00:19:29.103 --> 00:19:32.535 Sure. Is there anything else that's on your mind? 00:19:32.560 --> 00:19:34.777 No, I think that's it at this point. 00:19:35.103 --> 00:19:37.306 So, just to make sure we're on the same page, 00:19:37.417 --> 00:19:40.312 I'm going to tell the guys why we're going with the long sleeves... 00:19:40.337 --> 00:19:44.018 And you're going to take the issue upstairs to see what the options are for dealing with the heat... 00:19:44.043 --> 00:19:45.623 I don't know what they might be... 00:19:45.624 --> 00:19:51.603 Maybe starting earlier in the day when it won't be so hot. Or there might be some kind of 00:19:51.703 --> 00:19:56.568 portable fans or something we could use... but we'll talk about it and get back to you. 00:19:56.758 --> 00:19:58.512 When do you think that will be? 00:19:58.821 --> 00:20:01.162 Well, we have a standing meeting scheduled for Wednesday. 00:20:01.187 --> 00:20:04.575 If you haven't heard from me by Thursday morning. I'll call you. 00:20:05.668 --> 00:20:08.080 I'm sure you will. Thanks. 00:20:08.105 --> 00:20:12.610 We came out of that meeting with a clearer idea of how to move forward. 00:20:12.635 --> 00:20:17.964 Not that the guys were happy about wearing the long sleeves, but at least they understood why 00:20:17.989 --> 00:20:19.983 and no one did anything out of line. 00:20:20.008 --> 00:20:23.857 And the company did come up with some options for us to deal with the heat. 00:20:23.913 --> 00:20:27.891 But none of that would have happened without sitting down and talking it through. 00:20:28.637 --> 00:20:32.500 I don't know if that will work with my boss. I just...I don't think he'll listen. 00:20:32.527 --> 00:20:36.348 Well, if all you do is go in and complain, probably not. But if you go in with the attitude 00:20:36.373 --> 00:20:39.716 of "I want to make this work, but I need your help to do it," 00:20:39.844 --> 00:20:45.405 he'll probably help you as much as he can, butt only if you can clearly communicate 00:20:45.430 --> 00:20:47.207 how the change is impacting you. 00:20:47.239 --> 00:20:52.077 So I clarify how and why a change might impact me and others. 00:20:52.463 --> 00:20:57.150 And then I communicate to express any needs, get answers to questions and share concerns. 00:20:57.175 --> 00:20:59.980 And at that point, you'll have a choice to make, my friend. 00:21:00.005 --> 00:21:03.218 How committed are you going to be to working through the change? 00:21:03.243 --> 00:21:05.336 I was afraid you were going to say that. 00:21:05.438 --> 00:21:09.911 This my stop. Good luck. We're all counting on you. 00:21:10.654 --> 00:21:11.777 Thanks. 00:21:12.205 --> 00:21:16.962 So, here's what I'd learned at that point about communicating with people regarding change. 00:21:16.987 --> 00:21:22.670 To begin with, you always want to make it personal and private, and face-to-face when ever possible. 00:21:22.723 --> 00:21:28.292 And then you start by sharing your needs and concerns appropriately by keeping your emotions in check. 00:21:28.522 --> 00:21:34.479 You ask for assistance and feedback in a way that communicates an honest, objective desire to understand. 00:21:34.871 --> 00:21:38.540 And, finally, you get agreement on what you can do. 00:21:38.865 --> 00:21:45.214 At that point, I just needed to decide to commit. Or not... 00:21:56.487 --> 00:21:58.759 How's the book? So so. 00:21:59.274 --> 00:22:03.733 But you're reading it anyway... So I don't have to talk to people before 9 o'clock. 00:22:04.655 --> 00:22:08.224 Mind if I ask you a question? Why not... 00:22:08.550 --> 00:22:10.927 You said you like change. 00:22:11.516 --> 00:22:13.945 Most of the time, yeah. Why? 00:22:14.333 --> 00:22:19.317 Well, I've been talking with Jill and Blake about this strategy Jill uses when she's up against a change. 00:22:19.342 --> 00:22:22.205 Yeah, Jill's a big one for strategies. 00:22:23.244 --> 00:22:29.100 She said there are three parts to it. She told me about clarify. I talked to Blake about communicate. 00:22:29.125 --> 00:22:34.607 So I'm thinking the third phase must have to do with making my decision... you know, 00:22:34.632 --> 00:22:37.528 how committed am I going to be to working through the change? 00:22:37.874 --> 00:22:42.658 I would think you're right. What does that mean, exactly? To make a commitment? 00:22:42.856 --> 00:22:46.408 Okay, pay attention, I'm only going to say this once. 00:22:46.711 --> 00:22:50.675 Commitment is about making a good-faith effort to support a change 00:22:50.700 --> 00:22:53.215 based on the best available information. 00:22:54.326 --> 00:22:59.702 I read a lot. Yeah, I get it. Maybe. 00:23:00.415 --> 00:23:02.149 Here's what I'm talking about. 00:23:02.174 --> 00:23:06.178 So awhile back, our store went through a change in ownership and it shook things up a bit. 00:23:06.203 --> 00:23:10.016 There's no way I'm transferring to another branch. There's just now way. 00:23:10.041 --> 00:23:11.731 You don't know that's going to happen. 00:23:11.756 --> 00:23:15.823 Well, I heard when they did this in Meriville, they moved a bunch of people. 00:23:15.848 --> 00:23:19.469 So this has happened before. Well, that doesn't mean that's going to happen here. 00:23:19.494 --> 00:23:22.935 Besides, it could be good to work in another branch. I don't think I'd mind it. 00:23:22.960 --> 00:23:27.194 Yeah, right. You just made team leader. They're not going to move you anyway. 00:23:27.219 --> 00:23:32.031 If they are going to move anybody, it's going to be somebody else like me or Louis or somebody like that. 00:23:32.056 --> 00:23:33.369 Isn't that right, Louis? 00:23:33.394 --> 00:23:39.168 Well, I hope not. I've worked with some of these people here for a long time. We're like a family... 00:23:39.348 --> 00:23:43.788 But what I'm saying is... This could be a good thing. Let's not jump to conclusions. 00:23:43.813 --> 00:23:49.475 I'm not. I'm being a realist. Even if they don't transfer us, they could cut our hours. 00:23:49.500 --> 00:23:54.821 Or our benefits. Who knows what could happen. We should start looking for new jobs now. 00:23:54.931 --> 00:23:58.022 But of course, it won't make much difference to you because you're set. 00:23:58.047 --> 00:24:01.644 Oh, come on, Kenesha. This isn't all a bed of roses for me either. 00:24:01.743 --> 00:24:04.832 You know, I'm here for a career and this could really mess that up. 00:24:04.841 --> 00:24:09.437 Mess it up how? Well, what if you or Louis or all the good people quit? 00:24:09.469 --> 00:24:12.372 I could end up with a bunch of new people and not be able to deliver. 00:24:12.396 --> 00:24:16.677 So your sales are down a month or two. Big deal. 00:24:16.748 --> 00:24:20.486 My whole life is getting ready to get turned upside down. 00:24:20.548 --> 00:24:25.865 How am I supposed to afford driving clear across town to some neighborhood I don't know? 00:24:25.916 --> 00:24:31.408 And what am I suppose to do if one of my kids get sick? And I'm 90 minutes away from their school? 00:24:31.431 --> 00:24:33.991 Like I said, you don't know that's going to happen. 00:24:34.033 --> 00:24:41.395 Louis, talk some sense into her, please. I don't know. It certainly doesn't sound good. 00:24:41.863 --> 00:24:43.888 I've had a few conversations like that lately. 00:24:43.929 --> 00:24:47.021 Yeah, people assuming the worst without all the facts. 00:24:47.286 --> 00:24:51.603 But you've got to move beyond those kinds of conversations because they're based on assumptions. 00:24:51.628 --> 00:24:53.715 I mean, they don't really do anybody any good. 00:24:53.740 --> 00:24:58.206 Which is why, instead, you need to stop and clarify what's really behind those conversations 00:24:58.231 --> 00:25:01.758 so you can communicate your needs and concerns to the people who can help you. 00:25:01.783 --> 00:25:06.083 Exactly. So, getting back to your question about commitment... 00:25:06.401 --> 00:25:11.034 At first I was okay with the change. But after the conversation with my friends, 00:25:11.059 --> 00:25:16.408 I realized I needed to take a step back and figure out what I really needed in order to commit to it. 00:25:16.433 --> 00:25:17.918 And what did you need? 00:25:17.943 --> 00:25:22.974 Well, two things. First, I needed to know specifically what was going to be required of me 00:25:22.999 --> 00:25:26.332 as a team leader so I could make out a plan. Okay. 00:25:26.440 --> 00:25:32.304 And, I realized I needed to have some say, if possible, over who was going to end up on my team. 00:25:32.329 --> 00:25:35.455 Because you wanted to hang on to the people with experience. 00:25:35.480 --> 00:25:39.740 Yeah. So if I could get those two things, I'd be able to commit. 00:25:39.765 --> 00:25:44.096 If not, I might have to go somewhere else. So, what did you do? 00:25:44.213 --> 00:25:47.048 Well, I knew what I needed so I talked to the new manager. 00:25:47.073 --> 00:25:48.819 And then you were able to commit? 00:25:48.844 --> 00:25:52.299 Almost. Almost? But you like moving forward. 00:25:52.831 --> 00:25:54.242 You said you like change. 00:25:54.267 --> 00:26:00.018 Yeah, but liking change, in general, and committing to a specific change are two different things. 00:26:00.043 --> 00:26:02.479 I still had to be sure it was the right decision. 00:26:02.613 --> 00:26:07.028 So, before I made the commitment, I took the time to really think through 00:26:07.053 --> 00:26:09.882 all the potential consequences of my decision; you know, 00:26:09.883 --> 00:26:15.082 like not being able to keep all my team members or potentially having to find another job. 00:26:15.260 --> 00:26:22.127 And then I made a decision based on a consequence I was comfortable with, and I decided to go forward. 00:26:22.246 --> 00:26:26.099 So, that's what commitment is? Making an intentional choice? 00:26:26.544 --> 00:26:27.571 Yeah. 00:26:27.721 --> 00:26:31.650 But what if you look at all the consequences and decide you can't commit? 00:26:31.920 --> 00:26:36.540 Well, that is going to happen sometimes. But you do have to make a choice you can commit to 00:26:36.549 --> 00:26:41.513 because commitment is also about the actions you take after you make the decision. 00:26:41.622 --> 00:26:42.896 What do you mean? 00:26:43.221 --> 00:26:48.004 Well, like one of the things I tend to do is go charging forward because I thrive on change. 00:26:48.057 --> 00:26:52.958 But then I turn around and find out that I've left everyone behind. You can't do that. 00:26:52.983 --> 00:26:56.880 Because we're all in it together and we have to help each other through it. 00:26:56.905 --> 00:26:59.192 You have been paying attention. 00:27:00.509 --> 00:27:04.884 So being committed means supporting the change in conversations with your coworkers, 00:27:04.909 --> 00:27:09.048 in part by keeping those conversations focused on how to make the future work, 00:27:09.073 --> 00:27:11.686 rather than on whatever happened in the past. 00:27:11.779 --> 00:27:17.333 And it's important to offer help and encouragement to people who are still struggling or undecided. 00:27:17.883 --> 00:27:22.778 And being committed means you hold yourself and other people accountable for making that change work. 00:27:22.803 --> 00:27:27.805 So, you're saying commitment is about making that intentional decision 00:27:28.368 --> 00:27:31.881 and then making sure your actions show that you mean it. 00:27:32.163 --> 00:27:37.212 Very good. You get the gold star. Thanks. 00:27:37.237 --> 00:27:39.664 Anytime. As long as it's after 9. 00:27:39.689 --> 00:27:42.099 Well, for you, I make exceptions. 00:27:42.710 --> 00:27:48.057 Hoshi really helped me understand that making a commitment to a change means exploring all the consequences, 00:27:48.082 --> 00:27:52.019 making a choice you're comfortable with and then moving forward. 00:27:52.669 --> 00:27:55.575 But she also helped me see that it doesn't stop there. 00:27:55.600 --> 00:27:58.724 We have to demonstrate the commitment with our actions; 00:27:58.749 --> 00:28:02.622 things like supporting the change in conversations with coworkers, 00:28:03.312 --> 00:28:08.681 offering to help those who are struggling, and holding ourselves and others accountable. 00:28:08.953 --> 00:28:13.025 To be honest, it was a lot to absorb that early in the morning. 00:28:13.213 --> 00:28:18.817 But at least I knew now there was something I could actually do about my situation at work. 00:28:18.842 --> 00:28:21.328 And that was a good thing. 00:28:33.280 --> 00:28:36.393 I learned quite a bit about change on that ride in to work. 00:28:36.711 --> 00:28:43.156 I finally realized that in my "ready, set, change" workplace, I had to be able to react smarter, 00:28:43.344 --> 00:28:50.592 adapt faster and engage with others in finding a solution. So, I took a step back, 00:28:50.617 --> 00:28:53.050 clarified my issues and concerns; 00:28:53.167 --> 00:28:57.878 communicated those things to people who could get me the information I needed. 00:28:57.968 --> 00:29:03.721 And then, based on that, made a conscious decision to commit to supporting the change. 00:29:04.932 --> 00:29:10.304 Are there days that are still a struggle? Absolutely. But, I chose to stick with my job. 00:29:10.633 --> 00:29:14.707 And now I know exactly how to deal with change the next time it comes up. 00:29:14.985 --> 00:29:16.181 Which it will...