Summary of John P. Kotter & Dan S. Cohen's The Heart of Change

Please note: This is a companion version & not the original book.

#1 The four behaviors that commonly stop needed change are complacency, immobilization, you-can’t-make-me-move deviance, and a very pessimistic attitude. People do not look carefully at the evidence and start moving, instead holding back or complaining if others initiate new action.

#2 The approach in Bosses’ Approval assumed that these behaviors and feelings weren’t present in the organization, or wouldn’t be relevant once the management committee approved the change. These are huge assumptions, and they were proven wrong in Approval.

#3 A customer was upset with the quality of the product he received from our company. The company sent a video camera to record his conversation with our employees, and the employees were shocked by the negative feedback.

#4 The central challenge in step 1 is getting off the dime. The histories behind Bosses’ Approval and Videotaping share many common elements, but look how radically different the stories are.

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Rafbók: 12 april 2022