Switch How to Change Things When Change is Hard
Content
Knowledge does not change behavior Organized cooking groups "Suppose you go to bed and in the middle of the night, a miracle happens and all your troubles have been resolved. When you wake up in the morning, what is the first small sign you'd see that would make you think that the problem is gone?"
Save the Children program ended malnutrition in Vietnam in 6 months
The Miracle Question
Find the Bright Spots TBU - True But Useless John Murphy changed the attitude of Bobby, a ninth-grade student Solutions-focused therapy
What was different the last time ____ happened? In what circumstances does _____ seem different? Use for changes in work situations.
The Exception Question
What's working right now, and how do we do more of it?
Doctors choosing surgery over medications The Paradox of Choice Decision paralysis Switch to 1% milk and flee from the food pyramid Brazil railroad company turnaround with 4 simple rules Child abuse reduced by clear instruction and guidance Miner County, South Dakota revitalized by citizens spending 10% more in their own county Crystal Jones joined Teach For America and taught Atlanta first-graders to "be third-graders" Laura Esserman built new Breast Care Center at University of San Franciso Not good for change situations Emotional power Can leave some ambiguity about details No room for ambiguity Not inspiring at all BP's "No dry holes" vision Jack Rivkin took Shearson Lehman to the top of Intitutional Investor list of analysts - 125 calls per month / cite colleagues' work Inclination to attribute people's behavior to the way they are rather than the situation they are in. Saints vs. Jerks - Specific instructions increased donations of college students Time sheet submissions increased after removing the frustrating "wizard" tool Fundamental Attribution Error B&W (Black & White) Goals "Destination Postcards" Script the Critical Moves Any successful change requires a translation of ambiguous goals into concrete behaviors. Ambiguity is the enemy
To change someone's behavior, you've got to 1. change that person's situation. Three Surprises About Change Direct the Rider 2. What looks like laziness is often exhaustion.
Popcorn study: Bigger container = more eating (53%)
Cookies vs. radishes: Self control is an exhaustible resource.
424 gloves: Once you break through to feeling, things change.
If you want people to 3. change, you must provide crystal-clear direction.
1% Milk: What looks like resistance is often a lack of clarity. Donal Berwick movement to prevent 100k unnecessary hospital deaths by June 14, 2006 at 9:00am
BHAG - Big Hairy Audacious Goals (Jim Collins)
backward thinking vs. forward thinking ANALYZE-THINK-CHANGE vs. SEE-FEEL-CHANGE Robyn Waters changed fashion strategy at Target with showing inpact of color (M&M's and Apple Macs)
SMART Goals (Specific, Measurable, Actionable, Realistic, Time-Bound) Point to the Destination Find the Feeling
HopeLab got teenagers with cancer to take their medication by making a video game (made them feel like teenagers again). Self-evaluation involves interpretation; outsiders can evaluate us better. Positive illusions Department of Youth Services (MA) "Atilla the Accountant" changed his behavior after seeing the conditions his vendors worked in. For negative emotions, requires painting a bleak picture Burning platform Positive emotions are designed to "broaden and build" Maids exercising Needed to solve bigger, more ambiguous problems Negative emotions give sharp focus
Switch: How to Change Things When Change is Hard, by Chip Heath & Dan Heath
When hotel maids were told their work was exercise, they lost 1.8 pounds in a month Car wash loyalty program 2 stamps to give head start out of 10 worked better than 0 out of 8 Smal victory, gives immediate payoff, leads to more victories
5-Minute Room Rescue Shrink the Change Amazon 1-Click Ordering Tweak the Environment
small plates Medication administration process at Kaiser South San Francisco Hospital improved 47% by making nurses wear bright vests Managing email popups
Traffic signals
Motivate the Elephant
Early successes bring hope (hope is "elephant fuel")
Debt Snowball Federal Government procurement reform
Pay off smaller debts first, regardless of interest rates
"Sterile cockpit" rule - no distractions under 10,000 feet
Solutions-focused therapists' "miracle scale" "Haddon Matrix" approach to accidents: pre-event, event, post-event Rackspace improved customer service by eliminating the call queue
Usually already start at 2 or 3, then each additional step is praised
Shape the Path
St. Lucia Parrot conservation efforts got public to identify with the parrot.
Led to Rare "pride campaigns" in 50 countries Identity model: Who am I? What type of situation is this? What would someone like me do in this situation? Lovelace Hospital Systems (NM) improved nurse retention by focusing on nurses' pride in their work
Mike Romano became drug addict in Vietnam, quit when he came back to Milwaukee Natalie Elder turned around Hardy Elementary School by disallowing parents to enter school, offering valet, and new morning routine. Envioronment can change behavior How can I set up a situation that brings out the good in people? Build Habits Exercise habits behavioral autopilot Action triggers Grow Your People Intensive Care Units reduced line infections Checklists Cisco Systems acquisition target checklist Groups fail to respnd as well as individuals Rally the Herd Two decision making models: consequences model and identity model
Brasilata can manufacturer became innovative by getting employees to adopt an inventors' mindset. Citizens For Safe Driving billboards got a better response when people had already agreed to a smalll sign or signed a community petition Growth mindset focuses on learning and failing, not on perfection Junior high students scored better when given "brain is like a muscle" training instead of generic study skills Adoption of "Minimally Invasive Cardiac Surgery" only sustained by surgeons with growth mindset (adopted a "learning frame"
Fixed mindset vs. growth mindset
Project Mood Chart is a U-shaped curve with peaks at the beginning and end of a project Molly Howard turned around Jefferson County High School by changing students mindset using grading system of A, B, C, and NY (Not Yet)
Save the Children program ended malnutrition in Vietnam in 6 months
The Miracle Question
Find the Bright Spots TBU - True But Useless John Murphy changed the attitude of Bobby, a ninth-grade student Solutions-focused therapy
What was different the last time ____ happened? In what circumstances does _____ seem different? Use for changes in work situations.
The Exception Question
What's working right now, and how do we do more of it?
Doctors choosing surgery over medications The Paradox of Choice Decision paralysis Switch to 1% milk and flee from the food pyramid Brazil railroad company turnaround with 4 simple rules Child abuse reduced by clear instruction and guidance Miner County, South Dakota revitalized by citizens spending 10% more in their own county Crystal Jones joined Teach For America and taught Atlanta first-graders to "be third-graders" Laura Esserman built new Breast Care Center at University of San Franciso Not good for change situations Emotional power Can leave some ambiguity about details No room for ambiguity Not inspiring at all BP's "No dry holes" vision Jack Rivkin took Shearson Lehman to the top of Intitutional Investor list of analysts - 125 calls per month / cite colleagues' work Inclination to attribute people's behavior to the way they are rather than the situation they are in. Saints vs. Jerks - Specific instructions increased donations of college students Time sheet submissions increased after removing the frustrating "wizard" tool Fundamental Attribution Error B&W (Black & White) Goals "Destination Postcards" Script the Critical Moves Any successful change requires a translation of ambiguous goals into concrete behaviors. Ambiguity is the enemy
To change someone's behavior, you've got to 1. change that person's situation. Three Surprises About Change Direct the Rider 2. What looks like laziness is often exhaustion.
Popcorn study: Bigger container = more eating (53%)
Cookies vs. radishes: Self control is an exhaustible resource.
424 gloves: Once you break through to feeling, things change.
If you want people to 3. change, you must provide crystal-clear direction.
1% Milk: What looks like resistance is often a lack of clarity. Donal Berwick movement to prevent 100k unnecessary hospital deaths by June 14, 2006 at 9:00am
BHAG - Big Hairy Audacious Goals (Jim Collins)
backward thinking vs. forward thinking ANALYZE-THINK-CHANGE vs. SEE-FEEL-CHANGE Robyn Waters changed fashion strategy at Target with showing inpact of color (M&M's and Apple Macs)
SMART Goals (Specific, Measurable, Actionable, Realistic, Time-Bound) Point to the Destination Find the Feeling
HopeLab got teenagers with cancer to take their medication by making a video game (made them feel like teenagers again). Self-evaluation involves interpretation; outsiders can evaluate us better. Positive illusions Department of Youth Services (MA) "Atilla the Accountant" changed his behavior after seeing the conditions his vendors worked in. For negative emotions, requires painting a bleak picture Burning platform Positive emotions are designed to "broaden and build" Maids exercising Needed to solve bigger, more ambiguous problems Negative emotions give sharp focus
Switch: How to Change Things When Change is Hard, by Chip Heath & Dan Heath
When hotel maids were told their work was exercise, they lost 1.8 pounds in a month Car wash loyalty program 2 stamps to give head start out of 10 worked better than 0 out of 8 Smal victory, gives immediate payoff, leads to more victories
5-Minute Room Rescue Shrink the Change Amazon 1-Click Ordering Tweak the Environment
small plates Medication administration process at Kaiser South San Francisco Hospital improved 47% by making nurses wear bright vests Managing email popups
Traffic signals
Motivate the Elephant
Early successes bring hope (hope is "elephant fuel")
Debt Snowball Federal Government procurement reform
Pay off smaller debts first, regardless of interest rates
"Sterile cockpit" rule - no distractions under 10,000 feet
Solutions-focused therapists' "miracle scale" "Haddon Matrix" approach to accidents: pre-event, event, post-event Rackspace improved customer service by eliminating the call queue
Usually already start at 2 or 3, then each additional step is praised
Shape the Path
St. Lucia Parrot conservation efforts got public to identify with the parrot.
Led to Rare "pride campaigns" in 50 countries Identity model: Who am I? What type of situation is this? What would someone like me do in this situation? Lovelace Hospital Systems (NM) improved nurse retention by focusing on nurses' pride in their work
Mike Romano became drug addict in Vietnam, quit when he came back to Milwaukee Natalie Elder turned around Hardy Elementary School by disallowing parents to enter school, offering valet, and new morning routine. Envioronment can change behavior How can I set up a situation that brings out the good in people? Build Habits Exercise habits behavioral autopilot Action triggers Grow Your People Intensive Care Units reduced line infections Checklists Cisco Systems acquisition target checklist Groups fail to respnd as well as individuals Rally the Herd Two decision making models: consequences model and identity model
Brasilata can manufacturer became innovative by getting employees to adopt an inventors' mindset. Citizens For Safe Driving billboards got a better response when people had already agreed to a smalll sign or signed a community petition Growth mindset focuses on learning and failing, not on perfection Junior high students scored better when given "brain is like a muscle" training instead of generic study skills Adoption of "Minimally Invasive Cardiac Surgery" only sustained by surgeons with growth mindset (adopted a "learning frame"
Fixed mindset vs. growth mindset
Project Mood Chart is a U-shaped curve with peaks at the beginning and end of a project Molly Howard turned around Jefferson County High School by changing students mindset using grading system of A, B, C, and NY (Not Yet)
