Overcoming resistance to unlearning/re-learning

1. First communicate why the change (change unlearning/re-learning will bring) is necessary. e.g. savings or greater effectiveness.
2. Change is hard so it is necessary to provide adequate support. Using blended learning with mixtures of learning modes such as classroom, formal e-learning, and mobile learning can be good.
   
   Here is a good example from the Cheesecake Factory:
   
   The teach-back
   An effective method to build a knowledge base and reinforce change is the "teach-back" method.
   
   The Cheesecake factory implemeted a new inventory system. The system rolled out with e-learning modules and dedicated support staff. By carefully monitoring system use, management realized that employees were not maximising the system to save costs.
   The professional development department followed these steps to implement a teach-back system:
   a - Core users completed online quizzes to identify their key knowledge gaps.
   b - System experts trained a group of high-level managersto become subject matter experts or mentors.
   c - A yearly gathering of employees was a perfect opportunity to get everyone on the same page. The session started with a reminder of the reason for adopting the new system. Then, using tutorials, reference manuals, and guided discussions, mentors closed the knowledge gaps for the core user group.
   d - The core user group is now using the same resources to teach-back to those employees who did not attend the conference. They can contact their mentor with any questions.
3. Assess the change and take action. Identify barriers to change and do something about it.

Summary of the key points

• Communicate why the change is necessary before, during and after the roll out.
• Leverage the support and expertise of early adopters.
• Before any change initiative, ensure there is adequate number of knowledge experts who are available to answer questions.
• Provide performance support tools, including print-based job aids, and facilitate the use of social media (blogs, wikis, micro-blogging) within the organisation and from outside experts (hi-tech).
• Provide phone or virtual support.
• Use the teach back method to increase the applicationof the change and the number of experts.
• Ensure there is no overlap with other tools, processes, or procedures.
• Monitor the use of the tool during personal development meetings or by using a tracking system.
• Address skills gaps with a blended learning solution, including formal learning events and performance support.