Resources that Will Help You Solve Your Challenges
The Change Agent "Briefing" Newsletter Archives
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Articles Available by Patti Hathaway, CSP and Author
1. Change is a Many Splintered Thing (Part One) - Discover the first two phases in the Cycle of Resistance to change. Learn the typical “cat reactions” people have when they feel the pain of change and how these reactions impact them personally. (Part 1 of 2)
2. Heal Thy Pain (Part Two) - Discover what happens during the final two phases in the Cycle of Resistance. Learn the keys to healing the pain of resistance and how to make a commitment to new growth. (Part 2 of 2)
3. Turn Whine into the Bottom-Line - Your organization's greatest enemy is NOT in the marketplace. Just because you're not hearing employee whining doesn't mean resistance to change isn't paralyzing your organization.
4. The 3 Costliest Merger Mistakes and 4 Ways to Avoid Them - Discover the three most typical and costly mistakes leaders make in merger situations and what you can do to avoid them.
5. (Let Go) When You’re At the End of Your Rope, Let Go! - Do you sometimes find you are at the end of your rope when it comes to organizational change? Then, let go! In this article you will learn what to do with all the things you do not have control over in your change situation.)
6. Bye, Bye Boo Bird - Have you ever wanted to change someone's attitude or behavior? Even though we may not be able to change someone else, we can decide on how we choose to influence them. In this article read about the strategies and techniques you can use to influence people.
7. Put on Your Game Face - Do you want to feel good and powerful in change at work? Discover how to put on a game face and avoid becoming an armchair quarterback.
8. (Forgive) An Eye for an Eye and a Tooth for a Tooth, Can Leave You Blind and Toothless - Has the lack of forgiveness for past decisions or perceived wrongs in your organization impeded your ability to move forward in change? Discover why forgiveness has everything to do with you and very little to do with the person who has hurt you.
9. The 5 Most Important (& Most Valuable) Things You Will Miss Out On When You Refuse to Change - People tend to focus on what they have lost because of work change. Discover what valuable and important things you will miss out on when you refuse to change.
10. Whining with Purpose - Not all work changes are good or work as they were conceived. Team members must be honest with the leaders of change if the change is not working properly. Our natural tendency is to “whine” about these changes. Learn how to "whine with purpose” by developing your ability to give constructive feedback to change leaders.
11. Those Who Laugh Last! - To face the frustrations of dealing with constant change and cranky customers, we must develop the light approach to life. Take a Sense of Humor Inventory and find out if your humor needs some work. Discover six strategies to get your laugh mechanism in order.
12. Stressed for Success? - Do you know the secret to making your body 15 to 20 years more youthful? Discover an additional strategy which one researcher found positively affects stress hormones that can lead you to lower your blood pressure and give you a more relaxed heart rate and respiration.
13. You Are What You Eat - Is That Good News for You? - Do you know which food is second only to pure oxygen for dissipating stress? Discover several foods to avoid eating because they will increase your stress levels.
14. All Stressed-Up and No Place to Go - Do you know why you wake up tired some days? Are you making the most of your day by making the most of the first 15 minutes you are awake? Learn several new stress management strategies to help you deal with work change and unruly customers in this issue.
15. Friends DO Make a Difference... - Did you know that not having close friends may be as detrimental to your health as smoking or carrying extra weight? This article explores why friends are critically important to our mental and physical health and how they can help us deal with the stress of life.
16. (Customer Changes) The Customer Doesn’t Always Ring Twice: Making Seamless Changes to Keep Customers Loyal - With change, often comes internal chaos and resistance. As a result, the customer may experience confusion and disruption in service and/or product delivery. Learn specific strategies to keep your customers coming back despite internal organizational changes.
17. Building Business by Building Rapport - Learn how the science of Neuro Linguistics Programming can be your secret of success in building your business.
18. There is Only One Boss: The Customer - In business today, there is only one boss - the customer. S/he can fire everybody from the CEO down simply by spending his/her money elsewhere. One of the best techniques that will help us overcome our tendency to fake attention with customers is a cutting-edge technique that will improve our listening as well as help us gain rapport with our customers.
19. The Cornerstone of Business Success: Building Your Repeat and Referral Business - Customer service research shows time and again that it is far cheaper to keep a current customer than gain a new one. Learn specific strategies to gain repeat and referral business from your current customers.
20. Chit Chat that Makes Business Sense - It’s the season for high school and family reunions, company picnics and association conventions. What better time to talk about how to prepare for those events so that you are more comfortable and will leave the impression you desire.
21. First Impressions Last - Whether you are in customer service, sales, management, a professional position or in a support role, you are making an impression on those around you. Is it the impression you want?
22. Stressed for Success? - Do you know the secret to making your body 15 to 20 years more youthful? Discover an additional strategy which one researcher found positively affects stress hormones that can lead you to lower your blood pressure and give you a more relaxed heart rate and respiration.
23. Those Who Laugh Last! - To face the frustrations of dealing with constant change and cranky customers, we must develop the light approach to life. Take a Sense of Humor Inventory and find out if your humor needs some work. Discover six strategies to get your laugh mechanism in order.
24. You Are What You Eat - Is That Good News for You? - Do you know which food is second only to pure oxygen for dissipating stress? Discover several foods to avoid eating because they will increase your stress levels.
25. All Stressed-Up and No Place to Go - Do you know why you wake up tired some days? Are you making the most of your day by making the most of the first 15 minutes you are awake? Learn several new stress management strategies to help you deal with work change and unruly customers in this issue.
26. Friends DO Make a Difference... - Did you know that not having close friends can be as detrimental to your health as smoking or carrying extra weight? This article explores why friends are critically important to our mental and physical health and how they can help us deal with the stress of life.
27. Customer Complaints: Do You Have the RIGHT Stuff? - Only when we begin viewing complaints as a gift and invitation for improvement from our customer will we be on the road to earning loyalty from our customers.
28. Your Customer is Your Paycheck! - Customer service is about keeping the customer’s money in your bank, not the on-going boom and bust of replacing lost customers with new customers.
29. The Taming of the Critic - When it comes to criticism, most people think it's more blessed to give criticism than to take it. Learn some effective ways you can handle those tough to handle critical situations.
30. The Critic's Corner Shouldn't be Lonely - Many managers do not feel comfortable giving criticism to their people and as a result do so infrequently. Research on motivation concludes that feedback in one of the biggest motivators for change. Learn how to give your employees constructive criticism.
31. Ten Tips for Taking Criticism - Based on Patti’s best-selling book, Feedback Skills for Leaders, learn ten tips for dealing with criticism.
32. Ten Tips to Improve the Effectiveness of Your Meetings - This article offers 3 meeting guidelines and ten tips to improve the efficiency and effectiveness of your meetings.
33. Finding Balance in an Unbalanced World - How can we become maintain balance when there is less time to do all the things that are demanded of us? Discover ideas that can help you to balance your work and family responsibilities.
34. Avoiding the Gender Fender Benders - Gain enlightening, career-building knowledge and the skills that will give you the winning edge when dealing with the opposite gender.
35. 10 Tips for Balancing Your Career - Learn some quick strategies for managing your career with your home.
36. Managing Upward: Creating Working Partnerships - Learn to manage yourself in ways to better manage those above you.
37. (Presentation Skills) Win Your Audience Over From the Start - Learn the secret for how to develop a dynamite opening to your next presentation and win your audience over from the start.
38. 18 Tips on How to Utilize Professional Speakers for Better Results - If you hire professional speakers, read this article and learn how you can get more for your money and maximize the use of the speakers you hire.
39. 8 Tips for How to Be Happy On Your Job - Discover 8 tips that you have 100% control over on your job.
40. Holiday Stress Survival Tips - Want less stress during your holidays? Learn some practical things Patti does to lessen her family’s holiday stress.
41. Networking Magic – Making Small Talk Count - Networking is still a great way to meet potential new customers or connect with people personally. First impressions count and you need to prepare for those events so that you are more comfortable and will leave the impression you desire.
42. Excuses Managers Give for Avoiding Criticism - Here are the 3 most common excuses why managers avoid giving criticism to their employees
44. Silence is Not Golden - No news means you are abandoning your role as a manager and leaving your employee to figure out what your expectations are and whether or not they are fulfilling them.
45. Do They Really Listen and Learn? - Often, we don’t know whether or not our employees are really listening to us. We need to let loose of our control and give our employees the opportunity to gain our trust. It’s only then we can test the greatness of our employees.
46. How Puppy-Training is Much Like Dealing with New Employees - Through a puppy-training experience, you can understand in a new way how powerful it is when managers dictate exactly what a new employee needs to do and how they do it.
47. Show Me the Love, then Show Me the Money - Research proves that caring relationships between managers and employees directly affect a company’s employee retention, productivity, profitability, and customer service metrics.
See How We Helped These Organizations
An agent is someone who produces an effect; an instrument by which a guiding intelligence achieves a result. The CHANGE AGENT's extensive research and customization produce results. Patti Hathaway interviews your people to gain insider (intelligence) information which guides her in customizing the program content to meet your specific concerns.
Perspective is the capacity to view things in their true relative importance.When you're so close to the situation, it is hard to have perspective. The CHANGE AGENT has worked with thousands of people across the United States. This provides us with an outside perspective that is credible and powerful. When we blend our outside perspective with your specific issues, the results speak for themselves.
Meet Your New Boss Lady
Situation: When a new president comes on board, excitement
and apprehension go hand in hand. The arrival of the new president to Wright
State University in Dayton, Ohio, was met with great excitement. As the
new leader, he appointed all new Vice Presidents to his cabinet.
"Thanks for an impactful series of programs on change for our entire
division. Your programs made a difference from the President, Cabinet,
and Deans to the maintenance workers! Because of your unique ability to
understand our needs and customize your content to address those needs,
we're excited you are doing a series of management and professional development
programs for the entire university staff."
Joyce Carter, Assistant Vice President for Human Resources
Recommendations for Similar New Leadership SituationsThe CHANGE AGENT's Recommendations for Management:
The CHANGE AGENT's Recommendations for Staff:
Sleeping with "the Enemy"- Merging Two Practices
Situation: In 1991, Dr. William Martin was doing his
annual strategic planning session. He interviewed several insurance executives
to try and predict what would happen in the marketplace with managed care.
He was convinced that insurers would prefer to deal with as few providers
as possible. His medical practice would need to become vertically integrated
to be successful. After examining several options, he decided to contact
the five-office, eight-doctor Kahn & Diehl Centers for Progressive Eye Care
to discuss joining forces. Optometrist and co-owner Paul Kahn would consider
it only if the transaction were a merger and they could be equal partners.
Solution:Merging is never easy, particularly when melding two cultures as diverse as optometry and opthomology. Dealing with the employees was incredibly challenging. Getting them to see how the practice was doing something that was leading edge and to take pride in being a pioneer was not simple. Kahn & Diehl Centers hired Patti Hathaway, The CHANGE AGENT to help them with that process. After extensive research and interviews, Patti developed a 3.5 hour program for all the employees, followed by an additional 3 hour training session for the supervisors.
Recommendations for Similar Merger Situations
The CHANGE AGENT's Recommendations for Management:
The CHANGE AGENT's Recommendations for Staff:
If It Ain't Broke, Don't Fix It - Dealing with a Reorganization
Situation: As part of the governor's effort to streamline
government to better serve the citizens of Ohio, the Department of Commerce's
Division of Financial Institutions was created. The division reorganized
the Division of Banks, Credit Unions and Savings and Loans/Savings Banks
into a single coordinated entity. The consolidation forced the reorganization
of the management structure as well as the regions.
Recommendations for Similar Reorganization SituationsThe CHANGE AGENT's Recommendations for Management:
The CHANGE AGENTs's Recommendations for Staff:
Audio Excerpts from Change Management Programs
Youíve enjoyed Pattiís articles and free information, now you can hear Patti "live"!
Unique Approach to Change" (7.40 minutes)
Audio Excerpts from Customer Service and Communication Programs:
About Our Change Experts -- Patti Hathaway, CEO
Click here to view Patti's 15 minute preview video online!
Patti Hathaway is a successful author, professional speaker, and entrepreneur.
Her books have sold more than 100,000 copies worldwide and have been translated into six languages. Giving and Receiving Feedback: Practical Guidelines for Better Life Management (Crisp Publications, 1990, revised 1998) has been used by more than 400 of the Fortune 500 organizations. She is the co-author, along with Susan Schubert, of Managing Upward: Strategies for Succeeding with Your Boss (Crisp Publications, 1992). Patti has also authored a series of books for banks entitled, Banking Secrets for Customer Loyalty (2002 and 2005). Her most recent book, Secrets to Unleashing Employee Greatness: The Step-by-Step System to Maximize Every Employee’s Performance (2005), is based on her work with thousands of leaders over the last 18 years.
Patti is one of fewer than 200 women worldwide to earn the coveted Certified Speaking Professional (CSP) designation from the National Speakers Association. An active, dynamic presenter, she speaks to thousands of people every year.
She began her speaking, writing, and consulting business full-time in 1987. Known as The CHANGE AGENT , she specializes in working with organizations that want to make change work and with people who want to move forward in change. She has published numerous articles on the topic of change and communication, and currently publishes an on-line newsletter for her clients on her web site.
Patti, who lives in the Columbus, Ohio suburb of Westerville,
received her Bachelor of Arts degree from Calvin College in 1982
and her Masters degree from The Ohio State University. It is her
desire as a speaker and an author to change people's perspective
to produce positive results through the use of clear, easy-to-grasp
ideas, compelling personal stories delivered with word pictures
and a strong sense of humor. Her books are the culmination of her experiences, insights and business
savvy gained from having assisted thousands of people and organizations
over the past 18 years.
Suggested Questions for Patti Hathaway, author of Untying the 'Nots' of Change Before You're Fit to be Tied
1. Patti - can't "change" just be a cover for management to "change" it's mind without a plan? For corporations to fatten profits off the backs of workers whom they keep in the dark?
2. Why is everyone so sick of change today?
3. Why do you think telling employees that "change is good" is the kiss of death in most change situations, yet it is the most common message they hear?
4. You've been quoted as saying, "You can choose to become a change agent or a change victim." Is change really a choice? Aren't we naturally victims because most of us don't have control over the changes at work?
5. Why is the average person bound and determined NOT to change and what is their typical reaction to change at work?
6. You believe that the little changes people have to make at work can ruin their life, why is that?
7. In your book, you talk about "whining and dining" as a reaction to work change. Tell us how becoming a nagging whiner can be very positive and profitable.
8. One of your chapters is on forgiveness, how is that related to work and change?
9. What do you think are the most valuable and important things people miss out on when they refuse to change?
10. I'm sure there are managers who would be interested in your views on mergers. What are some mistakes made in mergers and how can leaders avoid them?
11. What are some of the practical things people can do to deal with the stress that comes with change?
12. How is your book different than the popular book, Who Moved My Cheese? Why do people need a book like yours?
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“What we haven't been given up front is the tools to deal with the change happening in our lives. Now we have some of those tools. In addition, we can never hear enough that 'we make it happen' and that we do have choices.” — Professors at Ohio University