In the previous post I introduced the concept of psychology that Deming uses as one of the four tenets in his System of Profound Knowledge. I also included Machiavelli's quote warning of the challenges that one will face when undertaking a "new order of things". Two groups, outright enemies and lukewarm defenders, will emerge during the change to the new system, whatever that system may be. Identifying and addressing these groups early and often is the best way to move each individual into a more accepting position of the change that is about to happen.

Maslow's Hierarchy of Needs can be used to help identify and address the concerns of each individual. Maslow began with five basic needs, and then expanded his list to eight needs. For now, we'll focus on the first five needs, which are:

• Physiological needs deal with the maintenance of the human body.
• Safety needs address putting a roof over our heads and keeping us from harm.
• Belonging needs address our tribal nature (the need to feel like we are part of a group).
• Esteem needs are for a higher position within a group.
• Self-actualization needs are to 'become what we are capable of becoming', which would our greatest achievement.

Some of the questions that begin to arise when change approaches need to be addressed by leadership. If these questions (and their underlying needs) can be reasonably answered by the leadership, the chances of success in a change are greatly improved.

• Safety: Will I still have a job? How does it affect my pension?
• Belonging: Will I have to move? Will my team survive?
• Esteem: Will my social status change? Will I have less influence?
• Identity: What does this mean about who I really am?

What has been your experience with implementing change in your organization? What have some of the biggest questions from employees that you've had to address?