Applying ADKAR to AI Adoption Challenges

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Applying ADKAR to
AI Adoption Challenges
I N N OVAT I O N
WEBINAR
SERIES

Agenda

• AI, Change, and Change Management

• ADKAR Overview
• AI and ADKAR Hackathon

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AI and Change

Industry Organizational
Disruption Disruption

Task Job
Disruption Disruption

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AI and Change: Industry Disruption

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AI and Change: Organizational Disruption

Efficiency Growth Transformation

How can we do what How can we explore How can we reimagine

we do already better, and expand into new our operations, our
faster, more effectively? opportunities? services, and our value?

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AI and Change: Job Disruption

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AI and Change: Task/Job Disruption

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AI and Change Management

Demand Purpose
Generation Displacement
The purpose of change management is to The purpose of change management is to
deliver change success by preparing, equipping, deliver change success by preparing, equipping,
and supporting people though change adoption. and supporting people though change adoption.

With the introduction of AI into organizations on Leveraging generative AI, adoption of change
various fronts, there will be more changes that will be simplified, reducing or eliminating the
need adopting, resulting in the need for more need to be prepared, equipped, or supported in
change management. the first place.

Demand ↗ Demand ↘

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AI and Change Management: In the Research

Top Expected Changes Trends in the Discipline Emergent Contributors to
• Top Expectedin Coming YearsChanges in Next Five Years Change Success
• 1.Trends inandthe
Technology digital Discipline
transformation 1. More emphasis on the human side of 1. Involvement / Engagement
2. Regulatory changes and compliance change 2. Communications Adaptations
• 3.Emerging Contributors
Environmental sustainability and climate to Success
2. Alignment of change management to the 3. Change Management Evolutions
change strategy and culture of the organization
4. Flexibility / Agility
4. Talent retention and turnover 3. Agile change management practices
5. Digital / Technology
5. Cultural and organizational change 4. Increased awareness and understanding of
the importance of change management 6. Hybrid Workplace
6. Customer expectations 7. Leadership
5. Use of technology to support change
7. Healthcare and medical advancements management 8. Collaboration / Connection
8. Mergers and acquisitions 6. Increased integration of change 9. Success Measurement
9. Budget constraints management with project management
10. Portfolio / Saturation
10. Economic changes 7. Building change capability and capacity
11. Remote work and hybrid work
environments
12. Security and risk management
Source: Best Practices in Change Management 12th Edition, 2023 Source: Best Practices in Change Management 12th Edition, 2023 Source: Top Contributors to Change Success Post Pandemic, 2023

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AI and Change Management: Preliminary Research Insights

How are you currently using AI tools What potential opportunities What potential concerns or
• Top Expected Changes
and technologies in your change
management practice?
do you foresee with AI and
change management practices
challenges do you foresee with AI
and change management practices
• Trends in the Discipline
Please describe specific use cases. over the next 2 years? over the next 2 years?
“I am using it to help me write communications, to give “Personalization of change management interventions “Lots, ranging from fear of the unknown, fear of job loss,
•tbemeEmerging Contributors
the base then go back and edit and review so it fits
organisational language/tone and is correct. But this
to Success based on individual needs and preferences.”
“AI will be able to do a lot of the groundwork for Change
lack of culture that supports experimentation, to privacy
and security concerns.”
saves me significant time.” Manager content creation. The role of the Change “Like many tools, the danger will be to simply (mis)use
“Rewrite/rephrase content.” Manager will be much more about how to apply these the outputs without giving them a second glance.”
methods than actually creating content.”
“Brainstorming for communication approaches and plans “People adapting to AI and overcoming their
and / or training course approaches and course listings.” “AI can play a good role in consolidating data and turn biases/irrational fears.”
“Creative OCM approaches ‐ e.g., I used ChatGPT to them into insights.” “Capacity for people to learn and accept the change.”
create an OCM board game.” “Mining and synthesizing large data sets to better “My concerns are reliable and ethical data management,
"ChatGPT to summarize or draft communications.” understand and inform change management themes and privacy protection, and appropriate use of personal data
interventions.”
“I can ask for definitions of concepts in change are crucial factors.”
management, culture, communication, the best way to “A lot of the theories and methodologies will be readily “The companies may not need change practitioners
market In my environment, etc.” available by using AI, and they will greatly improve the anymore as they will have tools and creative ideas at their
knowledge possessed by existing change practitioners.”
Create outline of a Change Management Plan, helping disposal and potentially customized to their needs.”
identify key components of engagement strategy, defining “Enabling practitioners to spend more time interacting “lf front line staff get replaced with AI where will the
measures of success, prepare an engagement plan prior with PEOPLE, thinking CRITICALLY, as it will potentially change role fit? More strategic? How long will that last
to a go‐live, etc. help do some of the administrative and less thought‐ before we all get replaced?”
intensive work.”

Source: The AI Effect and Change Management, 2023 Source: The AI Effect and Change Management, 2023 Source: The AI Effect and Change Management, 2023

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AI and Change Management: Preliminary Research Insights

How are you currently using AI tools What potential opportunities What potential concerns or
• Top Expected Changes
and technologies in your change
management practice?
do you foresee with AI and
change management practices
challenges do you foresee with AI
and change management practices
• Trends in the Discipline
Please describe specific use cases. over the next 2 years? over the next 2 years?
1. Content Generation and Organization 1. Higher levels of change proficiency; tailored 1. Governance
•2. Emerging Contributors to Success
Change Management and Communication
insights
2. Fear
Plans 2. Automation and efficiency
3. Change Management Practice
3. Personalized Communication 3. Enhanced data analysis and decision‐making
4. Reliability and Accuracy
4. Support in Various Tasks 4. Personalization and customization
5. Human‐Centric Approach
5. Automation and Efficiency 5. Improved communication and engagement
6. Learning and Adoption
6. Research and Insights 6. Predictive capabilities
7. Cultural and Ethical Considerations
7. Validation and Confirmation 7. Support for change agents

Source: The AI Effect and Change Management, 2023 Source: The AI Effect and Change Management, 2023 Source: The AI Effect and Change Management, 2023
Preliminary Analysis Preliminary Analysis Preliminary Analysis

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AI and Change Management Practitioner: Task Disruption

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“What are the milestones

of success on the people
side of the change?”

• AI, Change, and Change Management

• ADKAR Overview
• AI and ADKAR Hackathon

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“ The secret to successful change lies beyond the visible and

busy activities that surround change.
Successful change, at its core, is rooted in something much
simpler: how to facilitate change with one person.”
Jeff Hiatt
Prosci founder
Creator of ADKAR

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Building Blocks of Individual Change – ADKAR

ADKAR element
element: Definition:
Definition What you hear
hear: Triggers for building
building:

Why?
A Awareness Of the need for change “I understand why…” Why now?
What if we don’t?

WIIFM
To participate and
D Desire support the change
“I have decided to…” Personal motivators
Organizational motivators

Within context (after A&D)

K Knowledge On how to change “I know how to…” Need to know during
Need to know after

Size of the K‐A gaps

To implement required
A Ability skills and behaviors
“I am able to…” Barriers/capacity
Practice/coaching

Mechanisms
R Reinforcement To sustain the change “I will continue to…” Measurements
Sustainment

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ADKAR Defines Success at Scale

Change with one person… Or 1,000 people…

Or five people…

Or 20 people…

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ADKAR Journeys are Individual

Awareness Desire Knowledge Ability Reinforcement

Kavita

Rahim

Grace

Alana

Eric

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Example: In‐Depth ADKAR Questions

ADKAR element: Questions Notes
What is the nature of the change?
Why do I need to adopt the change?
Awareness Why do I need to adopt the change now?
What if I don’t adopt the change?
WIIFM – what’s in adopting the change for me?
What are the personal motivators to adopt the change?
Desire What are the communal motivators to adopt the change?
How do I overcome my own resistance?
What do I need to know to start adopting the change?
What do I need to know to continue adopting the change?
Knowledge What do I need to unlearn (mis‐information)?
Where do I go for accurate information?
What specific changes do I need to demonstrate and adopt?
Where are my potential various K‐A gaps for the change?
Ability What barriers might exist that prevent me from adopting the change?
Where do I go for coaching and to get better?
What are the mechanisms to make the change stick?
What measurements let me know how I’m doing?
Reinforcement What steps can increase likelihood of sustainment?
How can we celebrate successes?!!

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How can I enable change

by amplifying drivers and
reducing restraints?

• AI, Change, and Change Management

• ADKAR Overview
• AI and ADKAR Hackathon

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Kurt Lewin: Force Field Analysis

Driving Forces Restraining Forces

ADKAR
Driving forces are forces that make Restraining forces are forces that make
change easier. change more difficult.

These forces help people to engage These forces counteract driving forces and
and participate actively in the change. lead to avoidance or resistance of the change.
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Driving Forces ADKAR Restraining Forces

Individual Application

What do I need to be able to say, What is keeping me from saying,

Awareness
“I understand why”? “I understand why”?

What do I need to be able to say, What is keeping me from saying,

Desire
“I have decided to”? “I have decided to”?

What do I need to be able to say, What is keeping me from saying,

Knowledge
“I know how to”? “I know how to”?

What do I need to be able to say, What is keeping me from saying,

Ability
“I am able to”? “I am able to”?

What do I need to be able to say, What is keeping me from saying,

Reinforcement “I will continue to”?
“I will continue to”?

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Driving Forces ADKAR Restraining Forces

Organizational Application

How might we overcome the What are the biggest restraining forces to
Awareness
restraining forces to Awareness? Awareness of the need to change?

How might we overcome the What are the biggest restraining forces to
Desire
restraining forces to Desire? Desire to support the change?

How might we overcome the What are the biggest restraining forces to
Knowledge
restraining forces to Knowledge? Knowledge of how to change?

How might we overcome the What are the biggest restraining forces to
Ability
restraining forces to Ability? Ability to implement the change?

How might we overcome the What are the biggest restraining forces to
Reinforcement Reinforcement to sustain the change?
restraining forces to Reinforcement?

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Blank Sheet ADKAR Canvas

Driving   Retraining
ADKAR + Force Field Analysis
A

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None of us is as smart as all of us.

Kenneth H. Blanchard
Author of The One‐Minute Manager

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ADKAR Ideation Session

Awareness Curated list of

Change ideas we can all
Desire Agents put into practice

Knowledge
Ability
Reinforcement
Pattern PollEv
Spotters Prompts

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Application Note:
The ADKAR Force Field Analysis is applied to the
adoption challenge not the project challenge.
Be sure to define a specific change that individuals need
to make (i.e. seamlessly shift between on premises and
off premises, while making the most of shared space)
instead of the project name (e.g. Project BLAMO, ONE
Acme) or the change type (e.g. hybrid workplace,
enterprise resource planning).

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Defining the Adoption Challenge

2 1 3

How To Do It What To Do To What End

Safely use AI ∆ Enhance change projects

∆ Personalize at scale
Courageously ∆ Generate head starts
Confidently ∆ Improve efficiency

Competently ∆ Improve productivity

∆ Deliver better outcomes

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Project Challenge: AI…

Adoption Challenge: “confidently and competently use generative AI to improve
work efficiency and productivity”
Restraining Forces Ideas to Overcome

What are the biggest restraining forces to Awareness of the need to

How might we overcome those Awareness
change, i.e. “confidently and competently use generative AI to improve
work efficiency and productivity”? restraining forces?

What are the biggest restraining forces to Desire to participate and How might we overcome those Desire
support using generative AI to improve work efficiency and productivity? restraining forces?

What are the biggest restraining forces to Knowledge of how to use How might we overcome those Knowledge
generative AI confidently and competently? restraining forces?

What are the biggest restraining forces to Ability to use confidently and How might we overcome those Ability
competently use AI? restraining forces?
What are the biggest restraining forces to Reinforcement to continue
How might we overcome those Reinforcement
confidently and competently using generative AI to improve work
efficiency and productivity? restraining forces?

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What Drives and Restrains Awareness?

Driving Forces Restraining Forces

“I understand why”
Communications and access Credibility of the source
to information or sender of reason why
Events like town halls Debate over the reasons for change
Observable conditions Denial that the reasons are valid
Personal/internal vision Rumors or misinformation
or aspiration

How might we overcome the What are the biggest restraining forces to
restraining forces to Awareness? Awareness of the need to change?

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What Drives and Restrains Desire?

Driving Forces Restraining Forces
Comfort or security with how things are
“I have decided to”

Likelihood of gain or achievement (incentive) now or fear of the unknown

Fear of consequence (risk or penalty of not Change not aligned with self‐interest or
changing) values
Desire to be part of something Negative history with change (low
(to belong) confidence of success)
Alternative is worse An individual’s personal situation
Ownership of the solution Change resistant culture

How might we overcome the What are the biggest restraining forces to
restraining forces to Desire? Desire to support the change?

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What Drives and Restrains Knowledge?

Driving Forces Restraining Forces

“I know how to”

Insufficient time
Training and education
Inability to learn or remember
Experience
Inadequate resources, including
Access to information money or budget
Mentor No access to needed information

How might we overcome the What are the biggest restraining forces to
restraining forces to Knowledge? Knowledge of how to change?

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What Drives and Restrains Ability?

Driving Forces Restraining Forces

Psychological blocks
Practice
“I am able to”

Limitations in physical abilities

Examples or role models
Intellectual capability
Access to the right tools
Time available to develop skills
Feedback and measurements
Availability of support resources
Time
Existing habits

How might we overcome the What are the biggest restraining forces to
restraining forces to Ability? Ability to implement the change?

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What Drives and Restrains Reinforcement?

Driving Forces Restraining Forces

“I will continue to”

Celebrations Rewards not meaningful or not
associated with achievement
Rewards and recognition
Absence of reinforcement for
Feedback accomplishments
Visible performance measurement Negative consequences including peer
Accountability mechanisms in place pressure opposing desired behavior

How might we overcome the What are the biggest restraining forces to
restraining forces to Reinforcement? Reinforcement to sustain the change?

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Blank Sheet ADKAR Canvas

Driving   Retraining
ADKAR + Force Field Analysis
A

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Where to Learn More

• ADKAR Homepage
https://www.prosci.com/methodology/adkar

• Blog: Why the ADKAR Blueprint is a Game Changer for Change

https://www.prosci.com/blog/why‐the‐adkar‐blueprint‐is‐a‐game‐changer‐for‐change

• Blog: Aligning ADKAR to sequential, iterative, and hybrid change

https://www.prosci.com/blog/aligning‐the‐adkar‐model‐with‐sequential‐iterative‐and‐hybrid‐change

• Webinar: Introduction to the ADKAR Model

https://www.prosci.com/resources/webinars/introduction‐to‐adkar‐30‐minutes

• Premium Webinar: ADKAR Canvas

https://store.prosci.com/bookstore/premium‐webinar/adkar‐canvas.html

• Conference presentation replay: ADKAR Force Field Analysis

https://www.youtube.com/watch?v=jnRHUZ7U9pw&t=192s

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Agenda

• AI, Change, and Change Management

• ADKAR Overview
• AI and ADKAR Hackathon

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[email protected] | +1 970 203 9332 |prosci.com

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