Chief Change Officer Episode #288: Richard H. Carson - The 39-Step Playbook for Change That Doesn’t Collapse — Part Two

Release Date: April 10, 2025

In Episode #288 of Chief Change Officer, host Vince Chen engages in a profound dialogue with Richard H. Carson, a seasoned consultant and strategist renowned for his comprehensive 39-step change management model. This two-part series delves deep into the intricacies of effective organizational change, emphasizing the critical role of people over processes.

1. Introduction to Richard Carson and His 39-Step Change Model

Vince Chen opens the conversation by introducing Richard Carson, highlighting his transition from a government role to consulting. Carson's model is lauded for its practicality and depth, aiming to prevent organizational changes from becoming unsustainable.

2. Breakdown of the 39-Step Change Model

Richard Carson meticulously outlines the initial ten steps of his model:

1. Problem Identification: Defining and scoping out the issue at hand.
2. Kickoff: Engaging the organization through group sessions to explain the change process and secure buy-in.
3. Data Collection and Assessment: Gathering and analyzing relevant data, including annual reports and statistical information.
4. Stakeholder Engagement: Consulting with all relevant stakeholders—vendors, consumers, etc.—to gather comprehensive feedback.
5. Organizational Change Implementation: Drawing parallels between organizational and individual diagnostics, inspired by the National Institute of Health's medical diagnosis process.
6. Process Mapping and Re-engineering: Redesigning workflows to align with the desired change.
7. Locking in Change: Ensuring sustainability through executive leadership coaching, staff training, and Total Quality Management (TQM).
8. Maintenance: Utilizing multi-year strategic plans and feedback loops to monitor and sustain the change.

Richard Carson [03:13]: "Organizations and people are remarkably the same in terms of their ailments and symptoms and how you can diagnose them because organizations are made up of people."

3. Real-World Application: Southern California County Government Case Study

Carson shares a compelling case where he applied his model to the Southern California county government. The initial challenge was perceived staff dissatisfaction and managerial micromanagement.

Richard Carson [06:28]: "Everybody was spending more time reporting what they were doing than actually doing their tasks. It was driving everyone crazy."

Through his model, Carson identified that excessive time tracking hindered productivity, mirroring historical management flaws reminiscent of the Hawthorne experiments. His approach facilitated a shift from rigid oversight to empowering employees, enhancing both morale and efficiency.

4. Client Feedback and Personal Reflections

Upon discussing feedback, Carson reveals that his comprehensive model has been well-received without necessitating significant changes. He emphasizes the flexibility of his model, allowing organizations to tailor the 39 steps to their specific needs.

Richard Carson [13:00]: "You can use it in pieces, parts, stages. You don't have to take all 39 steps to go through what you need in terms of change management."

Carson remains focused on future challenges, particularly the impact of artificial intelligence (AI) on workplaces, likening its transformative potential to the effects of COVID-19 on industries like retail.

5. The Role of Artificial Intelligence in Change Management

Carson expresses deep concern and fascination with AI's role in organizational change, predicting significant shifts in employment and operational structures.

Richard Carson [10:05]: "AI is something that I'm still trying to get my head around in terms of what it's going to do to organizations and how organizations will cope with that change."

He draws parallels between AI advancements and past disruptions, such as the COVID-19 pandemic, underscoring the necessity for adaptable change management strategies.

6. Emphasizing Empathy in Management

A cornerstone of Carson's philosophy is the indispensable role of empathy in leadership and change management. He critiques the prevalent lack of empathy among managers, advocating for genuine listening and understanding.

Richard Carson [22:48]: "Empathy is a must. Make a habit of actually listening to what people tell you."

Carson recounts personal experiences where empathy—or the lack thereof—significantly impacted team dynamics and project outcomes, reinforcing his belief that empathetic leadership fosters healthier, more productive workplaces.

7. Personal Application of Change Management Principles

Concluding the interview, Carson reflects on his personal journey with change, illustrating how embracing adaptability and learning from mistakes have been pivotal in his career transitions and successes.

Richard Carson [19:02]: "I moved from working in the public sector to consulting after 30 years and decided to go back to college for a doctorate. Embracing change allowed me to grow and evolve continuously."

He shares anecdotes demonstrating how applying his own model not only benefits organizations but also facilitates personal growth and resilience.

8. Conclusion and Final Insights

Vince Chen wraps up the interview by highlighting the essence of Carson's teachings: effective change management transcends tools and templates, centering instead on trust, timing, and human-centric approaches. Carson's emphasis on empathy, listening, and adaptability offers invaluable guidance for those aiming to lead meaningful and sustainable change within their organizations.

Notable Quotes:

• Richard Carson [03:13]: "Organizations and people are remarkably the same in terms of their ailments and symptoms and how you can diagnose them because organizations are made up of people."

• Richard Carson [22:48]: "Empathy is a must. Make a habit of actually listening to what people tell you."

• Richard Carson [19:02]: "I moved from working in the public sector to consulting after 30 years and decided to go back to college for a doctorate. Embracing change allowed me to grow and evolve continuously."

Key Takeaways:

• People-Centric Change: Successful organizational change hinges on addressing human factors, not just procedural adjustments.

• Comprehensive Models Are Flexible: A detailed change management framework can be adapted to fit various organizational needs and scenarios.

• Empathy as a Leadership Tool: Cultivating empathy enhances communication, trust, and overall effectiveness in managing change.

• Anticipating Future Challenges: Staying ahead of macro trends like AI is crucial for developing resilient and forward-thinking change strategies.

For those seeking to navigate complex changes within their organizations, Richard Carson's 39-step playbook offers a thorough and empathetic approach, ensuring transformations are both effective and sustainable.

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