Eight steps to successful change


John Kotter's highly regarded books Leading Change (1995) and the follow-up The Heart of Change (2002) describe a helpful model for understanding and managing change. Each stage acknowledges a key principle identified by Kotter which relates to people's response and approach to change, in which people see, feel and then change.

Kotter's eight-step change model can be summarised as:

  1. Increase urgency – Inspire people to move, make objectives real and relevant.
  2. Build the guiding team – Get the right people in place with the right emotional commitment, and the right mix of skills and levels.
  3. Get the vision right – Get the team to establish a simple vision and strategy, focus on emotional and creative aspects necessary to drive service and efficiency.
  4. Communicate for buy-in – Involve as many people as possible, communicate the essentials simply, and to appeal and respond to people's needs. De-clutter communications – make technology work for you rather than against.
  5. Empower actions – Remove obstacles, enable constructive feedback and lots of support from leaders – reward and recognise progress and achievements.
  6. Create short-term wins – Set aims that are easy to achieve – in bite-size chunks. Manageable numbers of initiatives. Finish current stages before starting new ones.
  7. Don't let up – Foster and encourage determination and persistence – ongoing change – encourage ongoing progress reporting – highlight achieved and future milestones.
  8. Make change stick – Reinforce the value of successful change via recruitment, promotion, and new change leaders. Weave change into culture.

Throughout periods of change, which is just about all the time for a good business, leaders must concentrate on having their people go from change avoidance to change acceptance.


Raising The BARista will enable you to stop just talking about great guest service and see your team deliver it to every person every day.

Check out the book, Raising The BARista here: http://raisingthebarista.com.au/raising-the-barista-book/

Watch out for our video blogs and posts like this where I will share with you how high performing businesses achieve this.

If you know a business, either in hospitality or not, that could benefit from this message, please share this with them.

I’m Justin McGurgan, let’s go from GOOD to GREAT

By Zealifi