In this episode, Zach discusses his experience initiating change within a 10,000-employee mass transit organization plagued by violence towards its staff. Initially met with skepticism, the consulting team employed active listening and dialogue facilitation, prioritizing fair conversation. The process involved uncovering needs, contextual understanding, and addressing assaults on employees. Frustration was initially high, but they introduced motivational interviewing, emphasizing that change is difficult and often involves conflict. They posed the question, “Does the pain of staying the same outweigh the pain of changing?” Acknowledging normal feelings like fear and anger, the team encouraged acknowledging resistance, highlighting the importance of being heard and seen throughout the challenging change journey.
Want to Improve Your Change Management Results? Discover the Lean Change Management Approach Today!
As Scrum Master we work with change continuously! Do you have your own change framework that provides the guidance, and queues you need when working with change? The Lean Change Management framework is a fully defined, lean-startup inspired change framework that can be used as the backbone of any change process! You can buy Lean Change Management the book at Amazon. Also available in French, Spanish, German and Portuguese.
About Zach Stone
Zach has worked as a process facilitator for over 17 years, as a specialist in behavioral science. He co-founded a firm that uses techniques to rebuild war zones for organizational dynamics. He has been an agilist for the past 7 years and was recently a speaker at the Global Scrum Conference. He lives in Santa Fe with his Wife and spends his time exploring canyons and trails.
You can link with Zach Stone on LinkedIn.
Recovering from failure, or difficult moments is a critical skill for Scrum Masters. Not only because of us, but also because the teams, and stakeholders we work with will also face these moments! We need inspiring stories to help them, and ourselves! The Bungsu Story, is an inspiring story by Marcus Hammarberg which shows how a Coach can help organizations recover even from the most disastrous situations! Learn how Marcus helped The Bungsu, a hospital in Indonesia, recover from near-bankruptcy, twice! Using Lean and Agile methods to rebuild an organization and a team! An inspiring story you need to know about! 
Danielle is a Scrum Master and systemic coach. She strongly believes in the power of teams and that we carry the solution to all challenges within us.