I have found that these eight actions drive successful change:

  1. Ask good questions (ask don’t tell).
  2. Know the business enough to ask good questions.
  3. Focus on the vision. Talk more about how things will be different.
  4. Know the people. Spend time with them. They are the ones who will make it stick.
  5. Put your best people on the change project.
  6. Be open and honest about the change, even the least desirable impacts.
  7. Critically think about risks and issues related to the change.
  8. Perform both quantitative (surveys, focus groups) as well as qualitative (“man-on-the-street”) analysis.