Title: Mining Q&A to Assess Change Readiness

Presenter(s): Carly Flapper, Prosci Certified Change Practitioner (she/her/hers) – Consulting Director – Total Workplace, Cushman & Wakefield

Description: Measuring the progress of a change effort in advance of implementation is a valuable indication of how ready impacted groups are to change. Assessing readiness for change can be a nebulous exercise, however, especially when initiatives include large numbers of impacted people and/or organizations are concerned about "over surveying". Q&A sessions, especially captured live and at scale, can provide powerful insight into the progress of an impacted group along the change journey. It can also reflect the success of the change effort to date and guide the next phase of the change plan. In "Mining Q&A to Assess Change Readiness", we will share the methodology used to analyze Q&A captured from an audience of over 18,000 people preparing to adopt a new shared workplace concept and seat reservation system at a healthcare corporation earlier this year. We will also discuss the insights uncovered and resulting actions taken by the project team based on the data. This session will prepare participants to look for creative opportunities to capture measurable data throughout the change process and a methodology to use for analyzing and sharing the insights captured.

Skill Level: Intermediate (4-7 Years)

Domain: Evaluate Change Impact & Readiness

Category: Data Analytics

Bio(s): 

Carly Flapper is a Consulting Director on the global Total Workplace team. Carly is deeply experienced in developing workplace, change management, communication and employee engagement strategies that aid clients in producing positive outcomes for the workforce. Over the last 10 years, Carly has worked closely with executives, managers, front-line employees, Operations, Human Resources, designers and design and construction project teams to coordinate activities that are impactful to the change journey.  Because of her work, Carly’s clients experience the benefits of productivity improvements, engagement score improvements, and workplace delivery process improvements.  Before corporate real estate, Carly had a 10-year career in the performing arts, focused on arts administration, acting, directing, teaching, and producing. Her expertise in working with performers in physical space lends a unique perspective to the arena of the workplace and the business of people.

Dawn Ford works with clients and individuals to prepare them for change in today’s complex work environment.  As a Prosci Certified Change manager, Dawn supports C&W client’s through change by developing and implementing a custom change strategy with communications, engagement activities and change processes in support of transformations to the work environment and culture across the organization.

Prior to joining C&W’s Total Workplace team in 2022, Dawn was a Global Transition Program Leader for C&W’s Global Occupier Clients.  In the 7 years in this role, Dawn helped new client’s transform their operations as they transitioned to a new service provider.  Dawn provided strategic oversite, change management expertise and leadership to these transition projects through coordination, execution, reporting, establishing communication forums, and oversight of onboarding and training employees to new roles & responsibilities.

Learning Objectives: