Managing Transitions - Endings

Author William Bridges writes that it isnÌt the changes that do you in, it is the psychological process, or "transition" that people go through to come to terms with the new situation created by the change. Change is external: the new procedure, the new policy, or the new team role. Transitions are internal and involve our attitudes, beliefs, values and emotions.
Team members in the dental office will respond in a variety of different ways when they are faced with changes. Some embrace change as an opportunity; some are cautious and some will be skeptical and appear resistant. The first step in managing the transitional time in a practice is to recognize that all of the above responses can be expected and are part of what makes us human.

"Endings" - Beginnings always involve endings. The problem is that many people donÌt like endings. Phrases like "We have always done it this way!" or "Why are we doing this?" are common.

The following steps will assist team members to work through the beginning stages of a transition caused by changes.

• Deliver accurate information about changes frequently.
• Recognize and acknowledge that some "unlearning" is involved as new procedures are learned.
• Endings may be experienced as losses. Identify who's losing what and talk about feelings openly.
• Honour the past; define what's over, and what isn't.
• Whatever must end must end. Plan endings carefully and allow time for healing. DonÌt drag it out.

The single biggest reason that the attempts to implement changes fail is that no one thought about "endings". Although we have to understand the outcomes of any change initiative and put action plans in place to achieve them, the first task is to ask people to "let go" and honour their feelings as they do.