For example, the customer services group of a computer manufacturer learns to adapt their repair policies and techniques to any new product. Supporting a new computer system used to scare the group but not anymore. Management communicates and reinforces the vision of seamless new product support. Some members influence the design of support features for the new products. Other members plan and teach training courses.
All members provide feedback to improve the process.
Coping With Change Virginia Satir's Change Model describes the change patterns she saw during therapy with families. In my experience, the patterns she describes occur with any group of people when confronted by change. I use this model to select how to help a group make a successful transformation from an Old Status Quo to a New Status Quo. Old Status Quo Encourage people to seek improvement information and concepts from outside the group. 2 Resistance Help people to open up, become aware, and overcome the reaction to deny, avoid or blame.