Preparing Travel Managers to Lead the Change Becky Kopidlansky, Change Champion Lead Andi Smetana, Project Manager Tom Thieding, Communication Lead
Agenda Change Transition and Reactions Individual Commitment Curve Communicating Change Travel Manager Adoption Toolkit
Change Management Adoption and Business outcomes not usage are incomplete fully realized Resistance Adoption and usage takes hold UN-MANAGED takes longer Current Future Un-managed State State Transition MANAGED Current Managed Future State Transition State Speed to value Business outcomes Resistance areas Adoption and usage achieved and is accelerated mitigated occurs as planned sustained
One step at a time is all it takes to get you there. - Emily Dickinson
COVID-19: Change or Transition? What are some things you are What are some observations seeing that indicated this is a you’ve made related to individual managed change? reactions to the change?
Supporting Change Reactions
Change Reaction Continuum Active Passive Passive Active Neutral Resistance Resistance Support Support
Change Reaction Continuum Actively resists change through behaviors or verbal means Active Resistance Not afraid to speak out/act out against the change
Change Reaction Continuum Says the “right” things Passive Does not change behavior Resistance May covertly interfere with change
Change Reaction Continuum No firm opinion about the change Neutral May think it doesn’t affect them or is reserving judgement
Change Reaction Continuum Does the “right” things Passive Support Does not vocalize their support or encourage others
Change Reaction Continuum Actively supports the change Active through words and behaviors Support Encourages others
Reaction Continuum Scenario Active Passive Passive Active Neutral Resistance Resistance Support Support You’ve asked the editor of your faculty and employee e-newsletter by email to place a short column in it explaining the travel changes. He responds and thanks you for reaching out, but he has reservations about the relevance of this information to include in the e-newsletter. He does not think there are that many people who travel that much. What can you do?
Individual Commitment Curve Support for Change COMMITMENT ADOPTION ACCEPTANCE UNDERSTANDING AWARENESS Time
Communicating Change Rational Emotional Data Share a vision outlining individual benefits Statistics Storytelling and Logic Informal Conversations Metrics thorough formal presentations Individual Benefits - WIIFM Travel Manager Tookit Resources Positive Experiences to Change What / How Overall Changes
Rational – Talking Points in Toolkit UW System will make travel planning, booking, and compliance easier by introducing new vendors, revised travel policies, and a new UW TravelWIse website starting July 1. • Updated and simplified policies will make it easier for travelers to find and understand policies Vendors dedicated to their type of travel will provide greater • expertise and customer service • A redesigned UW TravelWIse website will make it easier to book travel and find policies
Emotional – Experience How your outreach succeeded in convincing someone that the • change will make it easier for them and their office or department • Appeal to his expertise that his support will reach a broader audience Tell him you will make it easy for him by providing him with draft • copy and links to UW TravelWIse site.
Individual Commitment Curve Support for Change COMMITMENT ADOPTION ACCEPTANCE UNDERSTANDING AWARENESS Time
New Travel Agency Vendors
Agency Service Provided Travel Inc – Will be used for majority of travel (not NCAA related and not part of a group block of 10 or more from the UW) • Individual travel (employees, guests, students) • Administrative Groups • Group Air Groups Fox World Travel – Must be used for all groups of 10 or more where: • Attendees are flying to a destination together (on the same flight) which requires direct agreements with the airlines to set up • Staying at a hotel where a block of 10 or more rooms (not NCAA related travel) is required (the UW needs to be the organizer) Shorts Travel Management – Must be used for all NCAA related travel (individuals and groups)
Travel Manager Training Virtual Live On-site Open Recorded On-demand Webinar House Documents Webinar Travel On-demand 1:1 Conference Manager How-to Knowledge F2F Sessions Toolkit Videos Sharing
Training Cycle 7/20 9/21 Start Frequent Start Frequent 6/22 Traveler Webinar Traveler Webinar 8/15 Start Travel Inc Summer Sessions Fall Sessions Release Random Webinars for Traveler Video Admin 7/27 6/30 6/8 3/18-3/20 Start Webinar Release Webinar TM Conference & FOX Block Concur Videos Finance Release Toolkit Training 3/1 May 2020 July 2020 August 2020 September 2020 9/30 April 2020 June 2020 9/21-9/25 On Location 6/1-6/15 Open House Events Shorts 6/20 Roadshows Policy Guides Posted 3/20-7/20 Travel Manager Toolkit
Travel Manager Toolkit Accessing the Toolkit • UW Travel Service and Policy Project website • Via current UW TravelWIse website by clicking on the ‘Learn More’ link • Via the new UW TravelWIse website by clicking on ‘Future Travel’
Travel Manager Toolkit
Travel Manager Toolkit Material Future Available Material Current Available Material • Travel Manager Talking Points • Concur Training videos • Supporting Resistance to Change Recorded webinars • • Travel Inc Fee Grid • PowerPoint slide for specific training topics • Travel Inc vs. Fox Fee Grid Admin Group & Group Air Process o Comparison Changes/Enhancements to Group o • Real ID Flyer Block Process • Real ID (slides) FAQs • • Unused non-refundable ticket guide • Comprehensive PowerPoint outlining all (slides) changes (to be used for future trainings) • Online FAQ submission form • TravelWIse poster (to print)
We need Have a questions? Ask it! your help Know the answer to a frequently asked question? to build Share it! FAQs!
FAQ Submission Weekly Cycle Fri - Thurs Friday Monday Tues Submissions FAQs SME research Posted on Toolkit collected reviewed/assigned
What additional resources would you like to see in the Travel Manager Toolkit?
Support and Follow-up • Follow up phone call from Andi and/or Becky. • Additional training materials added to the Travel Manager Toolkit based on feedback • Shorts campus roadshow date announcement • Change Champion meeting April 7 th
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