{"id":4045,"date":"2015-01-11T21:13:56","date_gmt":"2015-01-12T05:13:56","guid":{"rendered":"https:\/\/www.careersingovernment.com\/tools\/?p=4045"},"modified":"2015-01-11T21:20:02","modified_gmt":"2015-01-12T05:20:02","slug":"culture-change-teach-old-dog-new-tricks","status":"publish","type":"post","link":"https:\/\/www.careersingovernment.com\/tools\/gov-talk\/career-advice\/on-the-job\/culture-change-teach-old-dog-new-tricks\/","title":{"rendered":"Culture Change: Teach an Old Dog New Tricks"},"content":{"rendered":"<p class=\"\"><a href=\"https:\/\/www.careersingovernment.com\/tools\/gov-talk\/career-advice\/on-the-job\/culture-change-teach-old-dog-new-tricks\/attachment\/culture-change\/\" rel=\"attachment wp-att-4046\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft  wp-image-4046\" src=\"https:\/\/www.careersingovernment.com\/tools\/wp-content\/uploads\/2015\/01\/culture-change.jpg\" alt=\"culture change\" width=\"418\" height=\"330\" srcset=\"https:\/\/www.careersingovernment.com\/tools\/wp-content\/uploads\/2015\/01\/culture-change.jpg 500w, https:\/\/www.careersingovernment.com\/tools\/wp-content\/uploads\/2015\/01\/culture-change-300x236.jpg 300w, https:\/\/www.careersingovernment.com\/tools\/wp-content\/uploads\/2015\/01\/culture-change-480x378.jpg 480w\" sizes=\"(max-width: 418px) 100vw, 418px\" \/><\/a>Today more than ever, customers &#8211; taxpayers &#8211; expect more from their municipal, county, state, and federal government service providers. They expect accurate information and quality services delivered by staff members who enjoy serving their customers.<\/p>\n<div class=\"\">Old systems and norms can get in the way of delivering great services with great customer service &#8211; in any organization, not just a government organization. So can \u201chardened veterans,\u201d players that have \u201cseen it all.&#8221;<\/div>\n<p class=\"\">These long-time leaders and employees have been around for a decade (or two . . . or three). They\u2019ve lived through \u201creengineering,\u201d \u201ctotal quality management,\u201d \u201cseven habits,\u201d \u201cgood to great,\u201d and all the rest.<\/p>\n<div class=\"\">They are a big challenge for a culture change champion in any setting.<\/div>\n<p class=\"\">They\u2019ve learned through experience that most of these change initiatives don\u2019t last. They know that initial enthusiasm wanes when the champions don\u2019t see any traction on the new culture.<\/p>\n<p class=\"\">These old-timers don\u2019t have to actively fight the initiative. That takes too much energy. All they have to do is nod their heads when the champion speaks \u2013 and keep on doing what they\u2019ve always been doing.<\/p>\n<p class=\"\">The new culture might sound vibrant and exciting, but the old-timers are fully committed to the old ways. They\u2019re motivated \u2013 motivated\u00a0<em class=\"\">to keep things the same<\/em>.<\/p>\n<p class=\"\">They\u2019re not motivated to embrace the new practices and behaviors.<\/p>\n<p class=\"\">If the old-timers don\u2019t change their behaviors, the culture change won\u2019t likely take hold. The initiative will die.<\/p>\n<p class=\"\"><b class=\"\">Bring Your Hardened Veterans into the New Culture<\/b><\/p>\n<p class=\"\">Culture change isn\u2019t easy. The champion is asking people to step away from time-honored practices. (It doesn\u2019t matter if those practices don\u2019t work well. They\u2019re \u201cthe way we\u2019ve always done it.\u201d)<\/p>\n<p class=\"\"><a href=\"http:\/\/www.cultureleadershiproundtable.com\" target=\"_blank\" rel=\"nofollow\">How can leaders inspire<\/a> every member of their organization to embrace the new culture, to demonstrate desired values and behaviors and practices? These three approaches will help.<\/p>\n<p class=\"\"><strong class=\"\">First, set the context.<\/strong>\u00a0Tell them\u00a0<em class=\"\">why<\/em>\u00a0you\u2019re making this culture change. What is it about your customers and the opportunity that demands a shift in the way your team or company operates? Tell the story and define the path towards the high performance, values aligned culture you require.<\/p>\n<p class=\"\"><strong class=\"\">Second, define the new rules.<\/strong>\u00a0Tell them\u00a0<em class=\"\">what<\/em>\u00a0the new rules are. Clarify the team\u2019s purpose, it\u2019s reason for being today \u2013 from the perspective of your customers. Formalize performance standards by defining what an \u201cA+\u201d job looks like daily. Formalize values standards by defining values in observable, tangible, measurable terms. That will help everyone understand\u00a0<i class=\"\">how<\/i>\u00a0they are to interact with each other and with customers. Explain that the rules apply to\u00a0<em class=\"\">everyone<\/em>\u00a0in the company, top to bottom.<\/p>\n<p class=\"\"><strong class=\"\">Third, align players, plans, decisions, and actions.<\/strong>\u00a0Show them\u00a0<em class=\"\">how<\/em>\u00a0to live these new expectations. Be a consistent role model of the new behaviors in every interaction. Teach them how to live these new rules through your new valued behaviors. Hold people accountable. Promptly celebrate aligned effort &amp; accomplishment. Promptly redirect mis-aligned activity. Keep at it, every day \u2013 celebrate, coach, refine, over and over again.<\/p>\n<p class=\"\">Your &#8220;old dogs&#8221; will have to choose: embrace the new direction \u2013 or separate themselves from your team, finding roles in other offices or companies. Either way, your team or department will evolve.<\/p>\n<p class=\"\">Care to comment? What is your experience with old-timers holding on to old ways? What did your best bosses do to inspire aligned action and behavior?\u00a0<strong class=\"\">Share your thoughts about this post\/podcast in the comments section below.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Today more than ever, customers &#8211; taxpayers &#8211; expect more from their municipal, county, state, and federal government service providers. They expect accurate information and quality services delivered by staff members who enjoy serving their customers. Old systems and norms can get in the way of delivering great services with great customer service &#8211; in [&hellip;]<\/p>\n","protected":false},"author":2957,"featured_media":4046,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","_cbd_carousel_blocks":"[]","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[32],"tags":[8,38],"class_list":["post-4045","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-on-the-job","tag-leadership","tag-management-government-administration"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Culture Change: Teach an Old Dog New Tricks - Careers in Government<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.careersingovernment.com\/tools\/gov-talk\/career-advice\/on-the-job\/culture-change-teach-old-dog-new-tricks\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Culture Change: Teach an Old Dog New Tricks - Careers in Government\" \/>\n<meta property=\"og:description\" content=\"Today more than ever, customers &#8211; taxpayers &#8211; expect more from their municipal, county, state, and federal government service providers. 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