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Change Management

Conducting change readiness and change impact analyses, preparing communication and employee engagement plans, and developing strategies to address organizational change and related change management issues.
Level 1. Demonstrates introductory understanding, directing people to the appropriate source for further information.

BEHAVIORS

  • Develops knowledge of change management principles and practices.
  • Prepares change readiness and change impact assessment tools based on existing templates and best practices.
  • Summarizes data collected from organizational change assessments.
  • Prepares simple messages and communications materials for change initiatives.

QUESTIONS

  • Tell us about a time when you summarized change management data and analyzed the information.

Probing Questions

* What type of data was collected and why? (Opinion survey? Subject area, Demographics, etc.)

* Describe the method of analysis you used to identify those trends or arrive at the conclusions made.

* How did you go about summarizing the information?

* What trends did you observe?

* What were your conclusions?

* Describe the method of analysis you used to identify those trends or arrive at the conclusions made.

Level 2. Applies the competency in common situations that present limited difficulties, working with a moderate level of guidance.

BEHAVIORS

  • Assists in developing change management plans.
  • Uses standard assessment tools to identify and evaluate organizational change readiness.
  • Writes communication material in support of change initiatives.
  • Answers basic questions from employees on change management issues.
  • Collects change initiative performance data to be used for analysis.

QUESTIONS

  • Tell me about a time you answered an employee's or manager's question on change management.

Probing Questions

* What was the question?

* What additional information did you require from the employee or manager to answer the question?

* What answer did you provide?

* How did the employee/manager react?

  • Describe a time you assisted with a change management initiative.

Probing Questions

* Describe the initiative.

* What was your role? What tasks did you perform?

* What challenges did you face?

* What did you do to address them?

* What was the result?

Level 3. Applies the competency in the full range of typical situations, requiring guidance in only the most complex or new situations.

BEHAVIORS

  • Develops change management plans for standard unit-level change initiatives.
  • Identifies obstacles to the implementation of the change initiative, modifying plans as needed.
  • Identifies appropriate change readiness and impact analysis tools, customizing them as needed.
  • Prepares communication and stakeholder engagement plans for standard change initiatives.
  • Identifies performance measurement criteria and monitors the impact of the change initiative.

QUESTIONS

  • Describe a time when you developed a change management plan.

Probing Questions

* What were the circumstances?

* How did you go about developing the plan?

* What elements did you include in the plan? Why?

* How did you ensure the plan met your client's or organization's needs?

* Was the plan approved/adopted?

  • Tell me about a time you developed a communication plan for a change management initiative.

Probing Questions

* What was the change initiative? Why was a communication plan needed?

* What information/messages were included in the communication plan?

* How did you choose your communication strategy?

* How did you determine who delivered the communication and how it was delivered?

* What effect did the implementation of the communication plan have on the success of the change initiative?

  • Describe a time when you identified and used a change readiness or change impact analysis tool.

Probing Questions

* What was the situation?

* What tool(s) did you select?

* Why did you select this tool over others?

* What challenges did you face?

* What was the result?

Level 4. Applies the competency in new or complex situations and advises others.

BEHAVIORS

  • Manages all aspects of medium to large scale change management initiatives.
  • Recommends mitigation strategies in identifying the risk of change initiatives.
  • Develops comprehensive communication and consultation strategies to support the change management initiative.
  • Trains managers in sponsoring and driving change across the division.
  • Evaluates the success of change initiatives.

QUESTIONS

  • Tell us about a time you managed a large-scale and/or complex change management initiative.

Probing Questions

* What were the circumstances? Why was the change needed?

* What steps did you follow in developing the plan?

* Describe the change management plan you developed? Why was it an appropriate plan?

* How did you address the challenges you faced in implementing the plan?

* What was the result of the change management initiative?

  • Describe the evaluation techniques you have used to assess the success of a change management initiative.

Probing Questions

* Describe the circumstances.

* Why did you choose these evaluation techniques?

* What types of factors were assessed? Why?

* How did you go about analyzing the data?

* What did you learn as a result of the evaluation?

Level 5. Develops new approaches and methods in the area. Is recognized as an expert within the organization.

BEHAVIORS

  • Oversees the implementation of organization-wide change management strategies to ensure successful transitioning.
  • Provides guidance to executive leaders on the potential impacts of major organizational changes.
  • Establishes protocols, programs, policies and tools to support successful change management initiatives.
  • Develops new change management models and frameworks.

QUESTIONS

  • Tell us about a time when you provided guidance to the organization’s executive on the potential impact of upcoming changes.

Probing Questions

* What were the circumstances / what was the anticipated change?

* Who did you provide guidance to?

* What message, information or action did you believe to be important for the executive to understand about the upcoming change?

* How did you present your guidance to the executive?

* Did the executive adopt your guidance/recommendations?

  • Describe a time when you identified, developed, and implemented a new change management policy, practice, or procedure.

Probing Questions

* What were the circumstances and why was there a need for a new policy/practice/procedure?

* How did you identify the need?

* What new approach did you select?

* How did you go about implementing it?

* What was the result?