ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL - - PowerPoint PPT Presentation

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK Date: 16TH APRIL 2020 Presenter: ISAAC PETER CEO & Principal Consultant

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #2 ABOUT US

PEOPLE PERFORMANCE is a learning and behavioural specialist with offices in Singapore & Malaysia. We leverage behavioural science, systems thinking and psychology in supporting our clients in the area of learning and behavioural change. Our domain expertise are

Culture  Leadership  T eam WWW.PPL-PERFORMANCE.COM

The Company Some Of Our Clients

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #3 ABOUT US

ISAAC PETER

QUALIFICATION ❑ MBA (Murdoch, Australia) ❑ B. Eng. Mechanical ( (UTM, Malaysia) ❑ ACTA (IAL, Singapore) ▪ Certified Culture Consultant ▪ Certified Behavioural Specialist (DiSC) ▪ Master Practitioner NLP ▪ Certified Design Thinking Facilitator ▪ Certified Motivational Maps™ Profiler CAREER EXPERIENCE

• Started career in Singapore in 2000
• Career experience spans manufacturing, charity, entrepreneurship,

services and training & consultancy

• Worked with clients in the manufacturing, hospitality,

telecommunication, financial services, construction, government and government-linked organisations.

The Speaker

EXPERIENCE IN BEHAVIOURAL BASED PROGRAMME

• Inland Revenue Authority of Singapore – Customer experience
• Asiaflex Product (M) Sdn Bhd – Leadership development
• T

echnipFMC Asia & Australia – Leadership development

• Giesecke & Devrient (M) Sdn Bhd – T

eam development

• Palmtop Vegeoil Sdn Bhd - Transformation

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #4 By the end of this session, you should be able to achieve the following: ❑ Understand the strength and limitation of Behavioural Insights ❑ Using Behavioural Insights for work from home situation ❑ Understand the whole person approach to behavioural change ❑ Use the Trans Theoretical Model to develop a behavioural change programme at the workplace. ❑ Practical tips and suggestion to improve the workplace using Behavioural Insights. SESSION OUTCOME

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #5 OVERVIEW OF THIS SESSION NO SEGMENT OUTCOME/ DESCRIPTION 1 Behavioural Insights in organisation

• Recognise the value as well as limitation of

Behavioural Insights.

• Work from home strategies

2 Extending behavioural change beyond nudges

• Look at behavioural change from a whole person

perspective instead of just compliance behaviour. 3 Design a behavioural change programme

• A case study sharing on how we successfully help

new managers adopt the new behaviours aligned to their organisation.

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #7 BEHAVIOURAL INSIGHTS IN ORGANISATION Behavioural Insights In A Snap Shot Behavioural Insights underlying principle What does Behavioural Insights seek to achieve ❑ Improve compliance with our stakeholders to achieve our desired goal by implementing strategies that make it convenient for them to comply. ❑ Make it Easy ❑ Make it Attractive ❑ Make it Social ❑ Make it Timely (E.g make instruction simple) (E.g incentive,game) (E.g let them know others are doing) (E.g send reminder)

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #8 BEHAVIOURAL INSIGHTS IN ORGANISATION Behavioural Insights In A Snap Shot Application ❑ Transactional matter (fines, taxes) ❑ Follow procedure (safety, hygiene, courteous) Benefit of using Behavioural Insights ❑ Measurable (observable) ❑ Culture independent ❑ Relatively quick to pick up the skills and knowledge

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #9

Jalelah Abu Baker. “No more crowds at some reverse vending machines after rewards reduced.” CNA, Mediacorp Pte Ltd, 14 January 2020, https://www.channelnewsasia.com/news/singapore/reverse-vending- machine-ntuc-vouchers-tampines-hub-recycling-12262070

BEHAVIOURAL INSIGHTS IN ORGANISATION Challenges With Behavioural Insights No more crowds at some reverse vending machines after rewards reduced … rewarded with S$0.20 in vouchers from NTUC Fairprice for depositing 20 items (previously was 4)

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #10 BEHAVIOURAL INSIGHTS IN ORGANISATION Challenges With Behavioural Insights Mindset of stakeholder

• May come across manipulative. (values conflict)
• Resistance from senior leader.

Economics (Size does matter)

• Justifiable for large scale project due to the returns

Time consuming

• Designing a BI intervention is time consuming

Unintended consequence

• Increased expectation for all services to be made

convenient

• Perceived shift in responsibility

PLEASE INDICATE any other challenges you face concerning Behavioural Insights

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #11 BEHAVIOURAL INSIGHTS IN ORGANISATION Using Behavioural Insights During WFH If you are more people oriented, ❑ Come up with an agreement with your stakeholder (spouse) on ‘leaving you alone’. Need to agree the timing. ❑ Create a physical space that gives you a sense of ‘the

• ffice’. Face it away from the ‘people’ area. DO NOT take

work our from this location. ❑ For fun, you can hang a sign ‘office’ at the door to the location. ❑ Agree on what constitute ‘emergencies’ where you can be interrupted. ❑ Have regular ‘breaks’ so you can be with your family. ❑ If your spouse works, agree on each other ‘office hour’.

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #12 BEHAVIOURAL INSIGHTS IN ORGANISATION Using Behavioural Insights During WFH If you are more task oriented, ❑ Communicate your expectation to your spouse and children. ❑ Assure your spouse and children that you care for them even if you seem ‘disconnected’ at home during work hour. ❑ If you connect cheerfully with your colleagues over the phone and VC and your spouse can hear you, make it a point to share with them ‘after work’ it is all work related and that you are not having more fun with them than your spouse.

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #13 BEHAVIOURAL INSIGHTS IN ORGANISATION Closing Thoughts BI is useful when it comes to

• Getting people to comply by creating a favourable environment.
• Adhering to fairly straight forward process
• Minimising people to people interaction.

BI is limited when it comes to

• Creating a sense of ownership in people.
• Sustain the new behaviour (resilience) in non-favourable environment.

With Behavioural Insights, behavioural change last as long as the support is given

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #14 EXTENDING BEHAVIOURAL CHANGE BEYOND NUDGES Whole Person Development

HEART HEAD HAND

The inner working of a person ❑ The Head-Heart-Hand is a popular model to explain the link between how we think, feel and act used in in the study of EQ. ❑ Studies that supports our work: neuroscience, motivation, habit formation, neuro linguistic programming & system dynamic. Personal insights from observation and experience ❑ In default setting, our emotion influence our thinking and drive our behaviour. ❑ In deliberate/ intentional setting, our thinking re-programme our emotion and drive our behaviour.

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #15 EXTENDING BEHAVIOURAL CHANGE BEYOND NUDGES Whole Person Development (Understand The Brain Function) NEUROSCIENCE

• It is a scientific study of the nervous system.
• Our interest is in how the brain navigate the nervous system in a

behavioural change context.

• The brain is a survival mechanism (reptilian brain)
• Flight or flight (Amygdala)
• Automate behaviour (Basal ganglia)
• Simplify information (filters)
• Behavioural change occur when the brain create new connection

(synapse) that governs motor skill through repetition. (neuroplasticity)

• The brain uses emotion to organise memory.
• Sensemaking is the brain’s need to make sense of information it

receives.

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #16 Whole Person Development (The Behavioural Change Process) ❑ Trans Theoretical Model was developed by Prochaska and DiClemente in the late 1970s. ❑ Developed to understand how some people are successful in giving up smoking on their own. ❑ Central to this model is the individual must have the desire to adopt new behaviour. ❑ We have adapted this into our organisational intervention, namely leadership and team development. ❑ ‘Nudging’ is one of the element present in our design. EXTENDING BEHAVIOURAL CHANGE BEYOND NUDGES

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #17 ❑ Pre-contemplation – the person is not aware their behaviour is creating a problem. ❑ Contemplation – the person is now aware their behaviour is contributing to the problem. Interest to change their behaviour or not depends on if they see it benefiting them. ❑ Determination – the person’s commitment to change increased and starts preparing for the change. ❑ Action – the person starts taking action by applying the new behaviour ❑ Relapse – the person tend to revert to old behaviour from time to time. ❑ Maintenance – support in term of their environment and social circle would ensure the new behaviour is their new norm. EXTENDING BEHAVIOURAL CHANGE BEYOND NUDGES Whole Person Development (The Behavioural Change Process)

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #18 Staying motivated 1) Purpose 2) Autonomy 3) Mastery Creating habit 1) Trigger 2) Routine 3) Reward Working with people 1) Respect the individual 2) Perception & assumption 3) Influence for result 4) Create experiences EXTENDING BEHAVIOURAL CHANGE BEYOND NUDGES Working in organisation 1) Mental models 2) System dynamic Whole Person Development (Body Of Knowledge Influencing Our Work)

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #19 EXTENDING BEHAVIOURAL CHANGE BEYOND NUDGES Whole Person Development (Q&A) PLEASE INDICATE any other challenges you face concerning Behavioural Insights

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #20

Graduation ceremony from TechnipFMC’s New Manager’s Programme, PILOT2.0

GAMIFY YOUR LEADERSHIP JOURNEY

DESIGN A BEHAVIOURAL CHANGE PROGRAMME (CASE STUDY)

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #21 DESIGN A BEHAVIOURAL CHANGE PROGRAMME Leadership Development Programme (A Case Study) The Client ❑ TechnipFMC Asia & Australia, a MNC in the area of oil & gas services. ❑ Interested in a behavioural change programme for their potential and new managers. ❑ 30 learners across 6 countries (Malaysia, Singapore, Indonesia, China, Vietnam, Australia) participated in this programme.

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #22 DESIGN A BEHAVIOURAL CHANGE PROGRAMME Leadership Development Programme (A Case Study) On average, our learner’s managers indicated in their feedback to us:

69%

improvement in the learner’s behaviour, mindset and attitude.

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #23 “After the program, her communication & way of working with her peers has improved. I can see more constructive discussion happening among her peers to reach common goals.” Supply Chain Head, Malaysia “I can see a shift in Kumaaran's behaviour and he is starting to think about the bigger picture, not always jumping in and wanting to lead things but allowing others to come through and do their part. Can also see he is looking to build relationships across the organisation and not just in the engineering function.” Engineering Subsea Head, Perth “Meenu is more collaborative and is able to work better with her fellow colleagues. In her discussions and engagements, I can see that she is less edgy and chooses her words more carefully. As a result she is able to create and sustain a conducive and productive working environment with her internal customers.” Global EMS Head, Singapore DESIGN A BEHAVIOURAL CHANGE PROGRAMME Leadership Development Programme (A Case Study) Feedback given by our learner’s manager at the end of the programme

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #24 “Changed in his behaviour, attitude and mindset to be more responsive in his work and better cooperation with peers and superiors.” Procurement Manager Head, Malaysia “Roselind is more able to organize the thoughts, took initiatives to understand the team's profile as well as organize regular meetings to ensure team alignment; She is moving away from a doer's mindset and start thinking about leading

• thers to reach a common goal by proactively approaching others (including other functions) for clarifications, understanding

and agreement.” EMS Finance Head, Singapore “Henri has improved in taking initiative to organize the team, get internal buy in. Though there is not too many changes in behaviour or mindset, but attitude is more self driven and creative with new ideas and suggestions” Subsea Project Head, Indonesia DESIGN A BEHAVIOURAL CHANGE PROGRAMME Leadership Development Programme (A Case Study) Feedback given by our learner’s manager at the end of the programme

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #25 DESIGN A BEHAVIOURAL CHANGE PROGRAMME Leadership Development Programme (A Case Study) Key success to our programme 1) The programme design 2) The mindset shift through reframing 3) Behavioural change through practice & support 4) Key insights into our success

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #26 DESIGN A BEHAVIOURAL CHANGE PROGRAMME Leadership Development Programme (A Case Study) 1) The Programme Design 1) Learner’s choice to participate (Pre-contemplation & determination) 2) Involve their line manager (Maintenance) 3) Recognise their learning & behavioural gap (Contemplation) 4) Equip them with the right knowledge and behavioural techniques (Determination & action) 5) Practical assignments (Action) 6) Regular feedback (Action & Maintenance) 7) Form their own support group (Maintenance) 8) Graduation ceremony (Exit) The design has to consider both the needs of the

• rganisation and the learners.Working closely with the
• rganisation is important for a successful outcome.

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #27 2) Mindset shifts through reframing a) Culture ▪ Dealing with Malaysian culture b) Self ▪ Working for self ▪ Separate identity from role c) Work ▪ Organisation design ▪ Office politics d) Leadership ▪ Partner ‘the boss’ ▪ “To be a good boss, you need to be bad” DESIGN A BEHAVIOURAL CHANGE PROGRAMME Leadership Development Programme (A Case Study) Mindset shift allow the brain to ‘bypass’ limiting beliefs and reframe ‘conflicting values’

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #28 2) Mindset shifts through reframing DESIGN A BEHAVIOURAL CHANGE PROGRAMME Leadership Development Programme (A Case Study) VIDEO link -> https://www.youtube.com/watch?v=7Izg6s-MlxA

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #29 3) Behavioural change through practice and support a) Provide learner with a step by step approach to apply the behaviour b) In class practice with immediate feedback c) Assignment to get them to practice back in the workplace d) Mentoring session to give them feedback on their progress and support them emotionally and mentally DESIGN A BEHAVIOURAL CHANGE PROGRAMME Leadership Development Programme (A Case Study)

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #30 3) Behavioural change through practice and support DESIGN A BEHAVIOURAL CHANGE PROGRAMME Leadership Development Programme (A Case Study) VIDEO link -> https://www.youtube.com/watch?v=fm1O80pkGyo&t=60s

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #31 DESIGN A BEHAVIOURAL CHANGE PROGRAMME Leadership Development Programme (A Case Study) 4) Key insights into our success 1)In order to give learner the choice, the programme must look desirable. 2)Learner’s commitment increase when the choice is theirs, not their managers. 3)The programme has to be meaningful to them. Personalisation is important. 4)The programme need to help them realise the realities of their eco-system (cultural biases) and provide them with ‘coping’ strategies. (cultural and biases in the workplace) 5)The learning workshop has to be safe (no threat), facilitated (sensemaking) and practice-oriented. (habit loop) 6)Important to provide learner an approach to shift their perception from unhelpful to helpful perception. 7)Application of skills (within 3 weeks). 8)Getting them to be in small group to support each other is important. 9)Regular feedback on their progress is important.

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #32

ENHANCING BEHAVIOURAL INSIGHTS TO CREATE SUSTAINBLE BEHAVIOURAL CHANGE AT WORK

PG #33

https://sg.linkedin.com/in/isaacpeter +65 9186 5427 (Singapore) +6 019 3143 911 (Malaysia) isaac@ppl-performance.com www.ppl-performance.com

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ISAAC PETER