From the test kitchen of Stakeholder Engagement Design, I cooked up this little activity which I’ve written down like a recipe so that others might know it and try it out for themselves.

Name

Fly away together

Context

Go Live Transition period (1-3 days prior + on the day); interpersonal engagement and information dissemination

Intent

Provide a playful way to grab staff’s attention while creating a pleasurable personal experience that might minimise anxiety and increase confidence in a well-managed transition. (Presumes there will be attentive and ready support staff dedicated to serve and be available in person on the day of Go Live.)

Flying theme is an analogy to leverage in meaningfully describing what is/will happen; provides a here-to-serve context to influence support staff behaviour & attitude; and a common language/point of reference to guide activity and conversation

Size (aka Serves)

15-100 people

Resources (aka Ingredients)

Sample Boarding Pass

Part 1
• Personalised boarding passes with brief simple instructions, and tear off section
• Flight steward’s announcement script (shamelessly exploit concepts of introducing team, advising what to do in emergency, what services will happen during ‘flight’, what not to do during ‘flight’, how to signal attention of staff, etc – Tip: There are some great videos on YouTube of real flight attendants doing witty annoucements with great lines!)
• Person dressed up as flight steward ready to act in character
• Members of support team
• Small flags to raise above desks (per person or per group) to attract support staff

Part 2
• Members of support team dressed in identifying clothing (e.g. T-shirt, or hat)
• Person (or people) dressed up ready to act in character as flight steward
• Pre-packed bags of goodies (e.g. candies, drink sachets, snacks – preferably healthy, in zip lock bags or attractive container)
• Tray or trolley for dispensing
• Jug of fresh water
• Cups or water bottles
• Berocca® Vit B/C tablets or drink
• Flight steward’s service script (includes introduction, treating staff member like a VIP, offering a bag of goodies, offering water to drink, offering a Berroca® tablet to create a bubbly drink or Berroca® drink, check if people need anything, thank people for ‘flying’ )

Steps (aka Method)

Part 1 (1-3 days prior to changeover)
1. Gather people in a hospitable space. (Include refreshments)
2. Flight steward announces the pending departure (from old situation to new)
3. Steward (& support staff) handout boarding passes to individuals, plus flags to individuals or groups

Part 2 (Day of changeover)
First thing
1. Support staff visit each person at their desk to remove tear off section and confirm logistics of successful access to new situation/system; return tear-off sections to coordinator to check off list. (Make sure no one is missed) (This action also gives a pretext for support people to introduce themselves personally and start rapport with staff they are supporting – break down any initial communication barriers.)

Another happy customer!

1-2 hours later
2. Prepare the tray/trolley for dispensing
3. Steward visits every staff member at their desk to provide ‘in-flight service’ (delivering script, delivering goodies, remind people of ways to take care of their well-being, and checking people know how to use flag; and if there are any issues that need to be drawn to attention of support staff, noting any high emotion situations that might need more intervention by managers or leaders)
4. Steward arranges responses for staff with particular needs to meet

Comments

“A great break from the intensity of the day.”
“What a treat – I felt so spoilt.”
“Thanks for my goodie bag and Berocca tablet – it gave me an energy boost.”
“It was a fantastic idea – it gave a great atmosphere around the place.”

Dished up at a local University starring Helen as the Flight steward. (Apparently Richard Branson might want to call to offer alternative employment!)

Author

Helen Palmer is Founder and Principal Change Agent at Questo. Once described by a colleague as “gloriously eclectic”, Helen likes to mix delight and whimsy into very practical activities that attend to a range of human factors. What gets her jumping out of bed in the morning, is the opportunity to make a joyful difference to a person’s life-at-work.

This blog was first posted in October 2013 on the blog Conversations of Change by my friend in the Change Management Community Jen Frahm.