Resistance Is a Natural Human Response Discussion

What are your key takeaways from the book Buy-In?

For the exclusive use of A. GUPTA, 2021.
*saving your
You can’t have it both ways.
*
Death by delay: Endlessly putting off or

diverting
discussion of your idea until all
momentum is lost
It’s just too much work to do this.*Won’t
Confusion: Presenting so much

distracting
information that confidence
in
your
proposal
dies
work here, we’re different. It puts us on
*
*
a slippery slope. We can’t afford this. Fear
You’llmongering: Stirring up irrational
simply about your idea
never convince enough people. We’re anxieties
Tried that before—didn’t work. It’s too
not equipped to do this. It’s too simplistic
Character assassination: Undermining
to work. No one else does this. You can’t
difficult to understand. Good idea, but the
your reputation and credibility
have it both ways. Tried that before—
timing is wrong. Won’t work here, we’re
didn’t
work. We can’t affordThrough the device of a fresh and amusing
the
hidden
What
different. It puts us on aWhat’s
slippery
slope.
Weagenda here?
about
this,
and that, and this, and that…?
can’t afford this. You’ll
never
convince
fictional narrative, the authors vividly show
Your proposal
goes too far. You have a
enough people. We’re simply
not equipped
how avoiding or attempting to quash attackers
chicken
and egg problem. You’re
doesn’t work. According to their counterintuitive
to do this. It’s too simplistic
to work.
No one else does
this.
approach, it’s far better to respectfully engage
abandoning our core values. It’s oo
these adversaries and stand your ground with
simplistic to work. No one else does
simple, convincing responses that save the day.
You can’t hawon’t work.
good idea
from getting
shot down
rev
iew
pre
ss
Martin Dee
Caroline Kotter
KotterWhitehead12703_Mechanical.indd 1
buy*in
n e ss
Get inspired. Stay informed. Join the discussion.
Visit www.hbr.org/books
Sometimes a good idea isn’t enough.
You believe in a good idea. You know it
could make a crucial difference for you, your
organization, your community. You present it,
hoping for enthusiastic support. Instead, you get
confounding questions, inane comments, and
verbal bullets. Before you know what’s hit you,
We’ve been successful, why change? your idea is dead, shot down.
Money (or some other problem a proposal It doesn’t have to be this way, say John Kotter
and Lorne Whitehead. In Buy-In, they reveal how
does not address) is the only real issue. You’re implying
to protect good ideas and win the support needed
that we’ve been failing!! What’s the hidden agenda here?
to deliver valuable results. The key? Understand
What about this, and that, and this, and that…? Yourthe
proposal
unfair attack strategies that naysayers,
goes too far. Your proposal doesn’t go far enough.
You
nitpickers,
and handwringers deploy with great
have a chicken and egg problem. We can’t afford tosuccess
do that.
time and time again:
usi
Jacket design: Stephani Finks
US$22.0 0
and lorne a. Whitehead
Money (or some other
problem a proposal“John Kotter is the ultimate authority on change leadership. With this book,
does not address) is
he and Lorne Whitehead bring the excitement back into the change process
the only real issue.
You’re implying that
by providing sharp and practical ways to garner support for your ideas that
we’ve been failing!!
could make change happen.”
What’s the hidden
—Sangeeth Varghese
agenda here? What
Chairman, LeadCap, and Young Global Leader 2010, World Economic Forum
about this, and that,
and this, and that…?
“In research and education—just as in business—progress is often delayed not
Your proposal goes
by a shortage of good ideas, but rather because people aren’t convinced to adopt
too far. Your proposal
them. This book will help everyone promote the good ideas that deserve success.”
doesn’t go far enough.
You have a chicken
—Maria Klawe
and egg problem. We
President, Harvey Mudd College
can’t afford to do that.
You can’t have it both
“This book teaches judolike moves to explain and defend your proposal:
ways. It’s just too
let the bad guys swing at you and use their energy to move your plan forward.
much work to do this.
With a fun, fictional story and concise explanation, Kotter and Whitehead make
Won’t work here, we’re
the techniques clear and simple. I love it!”
different. It puts us on
a slippery slope. We
—Dave Hitz
can’t afford this. You’ll
Founder and Executive Vice President, NetApp, and author, How to Castrate a Bull:
never convince enough
Unexpected Lessons on Risk, Growth, and Success in Business
people. We’re simply
not equipped to do this.
“Kotter and Whitehead have written an immensely readable and compelling book
It’s too simplistic to
on how to get buy-in for good ideas. Filled with concrete examples and wise
work. No one else does
advice, this is a handbook for reformers and a manual for anyone who favors
this. You can’t have it
thoughtful change over risk-averse delay.”
both ways. Tried that
before—didn’t work. We
—Lee S. Shulman
can’t afford before—
President Emeritus, The Carnegie Foundation for the Advancement of Teaching,
didn’t work. It’s too
and Charles E. Ducommun Professor of Education Emeritus, Stanford University
difficult to understand.
Good idea, but the
“The strategies John Kotter and Lorne Whitehead outline in Buy-In are simple,
timing is wrong. Won’t
direct, and invaluable. Their no-nonsense yet well-reasoned approach produces
work here, we’re difreal results that make positive change happen.”
ferent. It puts us on
a slippery slope. We
—Aris S. Candris
can’t afford this. You’ll
President and CEO, Westinghouse Electric Company
never convince enough
people. We’re simply
ISBN 978-1-4221-5729-9
not equipped to do this.
9 0000
It’s too simplistic to
work. No one else does
this. What’s the hidden
9 7 81 42 2 1 5 7 2 99
www.hbr.org/books
agenda here? What
about this, and that,
and this, and that…?
Your proposal goes too
far. You have a chicken
This document is authorized
use
only by ATUL GUPTA in 2021.
andfor
egg
problem.
You’re abandoning our
core values. It’s too
d b
*
For more information about this book
visit www.kotterinternational.com/buyin
Author of Leading Change and Our Iceberg Is Melting
va r
Innovation at the University of British Columbia,
where he is also the NSERC/3M Chairholder in
the Department of Physics and Astronomy.
He lives in Vancouver, British Columbia.
John P. Kot ter
har
Lorne A. Whitehead is Leader of Education
—Bill George
Professor of Management Practice, Harvard Business School, and author, True North
buy*in
John P. Kotter is the Konosuke Matsushita
Professor of Leadership, Emeritus, at Harvard
Business School. He is widely considered
the world’s foremost authority on leadership
and change. He is the founder of Kotter
International, a firm designed to guide global
leaders in transformational leadership. He lives
in Cambridge, Massachusetts.
“John Kotter has done it again! With coauthor Lorne Whitehead, he offers
extremely savvy advice for innovators and managers on how to sell your ideas.
Buy-In is packed with practical insights and useful techniques.”
Kot ter
help them grasp your proposal’s value. And you’ll
secure their commitment to implementing the
solution—winning their minds and hearts.
Smart, practical, and brimming with useful
advice, Buy-In equips you to anticipate attacks
and turn them to your advantage—so your good
idea survives to make a positive change.
whitehead
General Management
(Continued from front flap)
By “inviting in the lions” to critique your idea,
and preparing yourself for what they’ll throw at
you, you’ll capture busy people’s attention. You’ll
(Continued on back flap)
8/5/10 1:34:11 PM
Kotter 00 i-xii r3 sp
7/12/10
8:44 PM
Page i
For the exclusive use of A. GUPTA, 2021.
buy*in
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 00 i-xii r3 sp
7/12/10
8:44 PM
Page ii
For the exclusive use of A. GUPTA, 2021.
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 00 i-xii r3 sp
8/3/10
9:08 PM
Page iii
For the exclusive use of A. GUPTA, 2021.
JOHN P. KOTTER
AND LORNE A. WHITEHEAD
We’ve been successful, why ch
Money (or some other problem a
does not address) is the only real issue. Y
that we’ve been failing!! What’s the hidd
What about this, and that, and this, and tha
goes too far. Your proposal doesn’t go f
have a chicken and egg problem. We can’
You can’t have it bot
buy*in
It’s just too much work t
work here, we’re differe
a slippery slope. We can’t
never convince enough pe
Tried that before—didn’t work. It’s too
not equipped to do this.
to work. No one else doe
difficult to understand. Good idea, but the
have it both ways. Trie
timing is wrong. Won’t work here, we’re
didn’t
work. We ca
the
hidden
What
different. It puts us on aWhat’s
slippery
slope.
Weagenda here?
about
this,
and that, and this, and that…?
can’t afford this. You’ll
never
convince
Your proposal
goes too far. You have a
enough people. We’re simply
not equipped
chicken
and egg problem. You’re
to do this. It’s too simplistic
to work.
No one else does
this.
abandoning
our core values. It’s oo
simplistic to work. No one else does
You can’t hawon’t work.
*saving your
good idea
from getting
shot down
Harvard Business Review Press
Boston, Massachusetts
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 00 i-xii r3 sp
7/12/10
8:44 PM
Page iv
For the exclusive use of A. GUPTA, 2021.
Find more digital content or join the discussion on www.hbr.org.
The web addresses referenced and linked in this book were live and correct
at the time of the book’s publication but may be subject to change.
Copyright 2010 John P. Kotter and Lorne A. Whitehead
All rights reserved
No part of this publication may be reproduced, stored in
or introduced into a retrieval system, or transmitted, in any
form, or by any means (electronic, mechanical, photocopying,
recording, or otherwise), without the prior permission of the
publisher. Requests for permission should be directed to
permissions@hbsp.harvard.edu, or mailed to Permissions,
Harvard Business School Publishing, 60 Harvard Way, Boston,
Massachusetts 02163.
Library of Congress Cataloging-in-Publication Data
Kotter, John P., 1947Buy-in : saving your good idea from being shot down / John P.
Kotter and Lorne A. Whitehead.
p. cm.
ISBN 978-1-4221-5729-9 (hardcover : alk. paper) 1. Sales
promotion. 2. Creative ability in business. 3. Public relations.
I. Whitehead, Lorne A. II. Title.
HF5438.5.K686 2010
650.1—dc22
2010016497
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 00 i-xii r3 sp
7/12/10
8:44 PM
Page v
For the exclusive use of A. GUPTA, 2021.
contents
preface
vii
part one: the centerville story
1.
2.
3.
4.
the death of a good plan
saving the day in centerville, part one
saving the day in centerville, part two
saving the day in centerville, part three
3
11
39
57
part two: the method
5. four ways to kill a good idea
73
6. a counterintuitive strategy for saving your
good idea
87
7. twenty-four attacks and twenty-four responses
105
8. a quick reference guide for saving good ideas
173
appendix:
how the method helps large-scale change
about the authors
This document is authorized for use only by ATUL GUPTA in 2021.
181
191
Kotter 00 i-xii r3 sp
7/12/10
8:44 PM
Page vi
For the exclusive use of A. GUPTA, 2021.
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 00 i-xii r3 sp
7/12/10
8:44 PM
Page vii
For the exclusive use of A. GUPTA, 2021.
preface
We have all experienced the basic problem addressed
here, and in a very personal way, because it is an old,
common, human, and increasingly important problem.
You believe in a good idea. You’re convinced it is
needed badly, and needed now. But you can’t make it
happen on your own. You need sufficient support in
order to implement it and make things better. You or your
allies present the plan. You present it well. Then, along
with thoughtful issues being raised, come the confounding questions, inane comments, and verbal bullets—
either directly at you or, even worse, behind your back. It
matters not that the idea is needed, insightful, innovative,
and logical. It matters not if the issues involved are extremely important to a business, an individual, or even a
nation. The proposal is still shot down, or is accepted but
without sufficient support to gain all of its true benefits,
or slowly dies a sad death.
It can be maddening. You end up flustered, embarrassed, or furious. All those who would benefit from the
idea lose. You lose. In an extreme case, a whole company
vii
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 00 i-xii r3 sp
7/12/10
8:44 PM
Page viii
For the exclusive use of A. GUPTA, 2021.
PREFACE
or nation may lose. And, as we shall demonstrate in this
book, it doesn’t have to be that way.
The competent creation and implementation of good
ideas is a basic life skill, relevant to the twenty-one-yearold college graduate, the fifty-five-year-old corporate
CEO, and virtually everyone else. This skill, or the lack of it,
affects the economy, governments, families, and most
certainly our own lives.
The challenge is that the amount of thought and education put into creating good ideas is far higher today
than the knowledge and instruction on how to implement those ideas. In the world of business, for example,
the field of strategy has made huge advances in the past
twenty years. The field of strategy implementation, in
contrast, has made much less progress.
It would be wonderful if the good ideas you champion,
on or off the job, could simply stand on their own. But far
too often, this is not the case. Whether it’s a big bill before
Congress, an innovative corporate strategy, or tonight’s
plan for dinner and the movies, sensible ideas can be
ignored, shot down, or, more often, wounded so badly
that they produce little gain. A wounded idea might still
get 51 percent of the relevant heads nodding approval.
But when true buy-in is thin, the smallest of obstacles can
eventually derail a supposedly agreed-upon proposal.
This is not a book about persuasion and communication in general, or even about all the useful methods people use to create buy-in. Instead, here we offer a single
N
method that can be unusually powerful in building strong
viii
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 00 i-xii r3 sp
7/12/10
8:44 PM
Page ix
For the exclusive use of A. GUPTA, 2021.
PREFACE
support for a good idea, a method that is rarely used or
used well and that does not require blinding rhetorical
skills or charismatic magic.
The method is counterintuitive in a number of ways. It
does not try to keep naysayers out of the room. Just the
opposite, it welcomes them into the discussion of a new
proposal and virtually encourages them to shoot at you. It
doesn’t try to build a power base or use a powerful personality to steamroller over the unfair opposition. It actually
treats the unfair, illogical, and sneaky with a large degree of
respect. It doesn’t try to overwhelm attackers, or preempt
their advance, with selling-selling-selling, complex manipulations, or long, logical lists of reasons-reasons-reasons.
Instead, it responds to attacks in ways that are always simple, clear, crisp, and filled with common sense.
We have seen that this counterintuitive method of
walking into the fray, showing respect for all, and using
simple, clear, and commonsense responses can not only
keep good ideas from getting shot down but can actually
turn attacks to your advantage in capturing busy peoples’
attention, helping them grasp an idea, and ultimately
building strong buy-in.
The ideas and advice offered here are not based on a
hypothetical theory or just our opinion. They are based in
part on extensive observation by Lorne Whitehead in his
roles over the years as an entrepreneur, an executive, an
administrator, and a professor of physics at the University
of British Columbia. They are also grounded in an ongoing flow of research by John Kotter at Harvard Business
ix
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 00 i-xii r3 sp
7/12/10
8:44 PM
Page x
For the exclusive use of A. GUPTA, 2021.
PREFACE
School and his work on the topics of leadership and
change, published largely in four books: Leading Change,
The Heart of Change, Our Iceberg Is Melting, and A Sense
of Urgency. And while preparing this work, the authors
also collected and incorporated numerous related observations provided by colleagues.
We present these ideas first with a story of a face-toface meeting, where a brave few describe and defend an
idea in a crowd of seventy-five, in a room, over a few hours.
It is one specific setting, but we have found that the attacks shown in the story can be seen anywhere, and the
best method for responding works anywhere: with backand-forth e-mails across continents; ten people at lunch or
in a classroom; a paper sent to a thousand employees; a
series of two or twenty-two meetings; or dueling memos.
In part 2 of the book, we become analytical, showing explicitly what was happening in the story, discussing four
common attack strategies, and explaining our method. We
show the twenty-four generic and maddening attacks
people often use, along with an effective response to each.
We provide a few more examples of how this all plays itself
out in real situations. We end with clear, straightforward advice on how to easily use this material, since, though we
think our method is intellectually fascinating, our goal here
is entirely practical: to help you save your good ideas from
being shot down; to help you get the relevant people to
strongly buy into an idea (or even a grand vision), no matter how difficult; and to help you make the rapid change in
N
your world not only a hazard, but also an opportunity.
x
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 00 i-xii r3 sp
7/12/10
8:44 PM
Page xi
For the exclusive use of A. GUPTA, 2021.
PREFACE
In the appendix, we explain the method within the
context of efforts to produce large-scale change—an increasingly important topic Kotter has been studying for
two decades. If you are involved in, or particularly interested in, large-scale change, you might be well served to
glance at that material after you finish this preface and
before starting the book.
For ease of reading, we have made our story, the issues, and the setting as uncomplicated as we can without losing the complexity of our subject. This has led us
to a story of a public meeting in a small town library, concerning new computers. You are left to translate this example into contexts specifically relevant to you and to
modes of interaction other than from public gatherings
of a particular size: perhaps a lunch, an e-mail, a report, a
videoconference, a meeting in the hallway. Trust us; you
can make that translation.
We will spare you the details from neurology, psychology, and elsewhere that explain why a story can be a powerful learning mechanism, more powerful for most people
than any analytical treatment. Let’s just say that we hope
you will find our story engaging, memorable, whimsical,
and fun. But as you read the Centerville Library tale, don’t
underestimate the deep seriousness of either the subject
or our intent. Whimsy is a means, not an end.
—John Kotter
Lorne Whitehead
xi
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 00 i-xii r3 sp
7/12/10
8:44 PM
Page xii
For the exclusive use of A. GUPTA, 2021.
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 01 001-010 r2 sp
7/12/10
12:34 PM
Page 1
For the exclusive use of A. GUPTA, 2021.
ful, why change?
problem a proposal
real issue. You’re implying
’s the hidden agenda here?
his, and that…? Your proposal
oesn’t go far enough. You
m. We can’t afford to do that.
have it both ways.
uch work to do this. Won’t
e’re different. It puts us on
e. We can’t afford this. You’ll
enough people. We’re simply
o do this. It’s too simplistic
ne else does this. You can’t
ways. Tried that before—
ork.
We can’t afford
t
…?
a
the
centerville
story
part one
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 01 001-010 r2 sp
7/12/10
12:34 PM
Page 2
For the exclusive use of A. GUPTA, 2021.
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 01 001-010 r2 sp
7/12/10
12:34 PM
Page 3
For the exclusive use of A. GUPTA, 2021.
1.
the death
of a good plan
Your pulse is racing. Your turn is next, and public
speaking isn’t your favorite activity. You serve on the
Citizens Advisory Committee for Centerville Library.
The committee is meeting right now in open forum,
which means anyone the library serves can attend the
session, and about seventy-five people, in total, fill the
room.
The chair is about to ask for your presentation. Earlier this month, you agreed to bring forward a plan for
endorsement this evening. It’s a proposal devised by
you and some supporters of the library, one of whom is
the manager of a prominent local company.
The proposal is simple. Centerville Library can’t afford the twenty-five to thirty new computers it needs,
much less up-to-date printers and networking and
other support equipment (like computer-friendly,
ergonomic chairs). The total cost, at retail, would eat
3
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 01 001-010 r2 sp
7/12/10
12:34 PM
Page 4
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
up a huge chunk of its very tight budget. But the local
computer store, Centerville Computers, has agreed to
help. It has offered that for the next three months, for
every six Centerville families that buy a new computer
from it, Centerville Computers will donate one stateof-the-art, big-screen, new computer to the library,
along with sufficient printers, networking, chairs—
everything you could dream of.
The proposal is a rare opportunity that makes total
sense for the library and the town. The facts and logic
are compelling. It clearly will help the library take a
big step into the twenty-first century, especially since
you can’t see how you would be able to find funds for
this in next year’s budget or in the year after next. It
will assist librarians. It will benefit the less affluent
kids in town who need, but don’t have, easy access
to good computers. Now the task is just to convince
others, get their support, and move forward to execute
the plan—and quickly, before Centerville Computers
walks away.
Centerville Computers will need to get approval
from its head office, and the library board will need to
approve the commercial aspect of this donation as
well, but the board almost certainly will do so as long
as the plan is endorsed at this public meeting of
the Citizens Advisory Committee. Unfortunately, the
timing is tight—you need this endorsement tonight
in order to get the approvals in time for the year-end
buying season. Otherwise, the plan won’t work.
4
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 01 001-010 r2 sp
7/12/10
12:34 PM
Page 5
For the exclusive use of A. GUPTA, 2021.
THE DEATH OF A GOOD PLAN
You feel particularly strongly about the proposal—
strongly enough to do the public speaking that you
don’t much like—because you know these easy-to-access computers would so benefit the less affluent children in town. Most can get to the library easily using
public transportation. Many cannot easily reach the
schools they are bused to, and the schools have shorter
hours and are not open on the weekend. For the more
affluent children, this is not a problem. They have computers at home, within a few feet of their rooms, if not
in their rooms, and available whenever they want,
seven days a week. Anyone in the next generation who
is not highly computer literate is going to have a hard
time in life. Failing to help everyone with this challenge, or worse yet not even trying to help, doesn’t
strike you as making any sense for the economy, the
town, employers, or the children. For all these reasons,
you’ve developed a deep, personal belief in this project; you really need its approval this evening.
When it’s your turn to speak, you make a brief presentation and then ask for questions and comments
before making a formal motion. There are a few minor,
good-natured questions, and then it happens. Pompus
Meani raises his hand and begins to speak.
Here’s the thing about Pompus Meani: he usually
values self-importance above doing good. He has
been on the Citizens Advisory Committee for a long
time, and at least his behavior is consistent. If something will make him seem wiser and more important,
5
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 01 001-010 r2 sp
7/12/10
12:34 PM
Page 6
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
The characters
Not their real names (obviously).
But given the way they often behave,
they might as well be called
—Pompus Meani
—Heidi Agenda
—Avoidus Riski
—Spaci Cadetus
—Allis Welli
—Lookus Smarti
—Divertus Attenti
—Bendi Windi
Your brother-in-law Hank
and you!
he supports it. And if not, he opposes it, sometimes
stealthily and sometimes flamboyantly as a show of
power. He wants to be elected chair of the committee
later this year. Even though you have no interest in
that role, Pompus sees you as a threat and wants you to
look foolish.
He begins by faintly praising your efforts (you have
worked really hard on this, by the way), and then he
utters the dreaded word, “but . . . ” In a serious, earnestsounding voice, he says something worrisome, and a
few heads nod. He adds another problematic comment,
and others look both surprised and concerned. Finally,
he makes a motion to defer this matter until it has
6
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 01 001-010 r2 sp
7/12/10
12:34 PM
Page 7
For the exclusive use of A. GUPTA, 2021.
THE DEATH OF A GOOD PLAN
been possible to consider his concerns carefully and
properly. The motion is seconded.
Your known supporters, at least a dozen people in
the room, actually fear Pompus, offer no comment, and
just look to you. And you’ve got . . . nothing! You just
don’t have a satisfactory response at your fingertips.
You mumble that it will be very unfortunate to have
such a delay as it may kill the project, which, you say, is
a terrible mistake. But with the motion seconded, a
vote must be held. The majority, around 55 percent,
vote for deferral, and the plan is dead. All your work
has gone up in smoke. An important opportunity to
help the kids and the library and the town is lost. You
feel embarrassed and incredibly frustrated. And you
must restrain yourself from a maddening impulse to
strangle Pompus Meani.
So what did Pompus say? And what could you have
said in response? These are questions related to one of
life’s more fundamental skills, to crucial capabilities
for those trying to transform institutions in an age of
rapid change, and to abilities that, when missing, can
leave us emotionally distraught, no matter the setting
or our role in that setting.
Attacks that derail good ideas can come from all
sorts of people, not just Pompus Meanis. For example,
Pompus has a cousin, Heidi Agenda, whom you admire, but who has an undisclosed personal reason for
opposing the plan—a reason that is more important to
her than fairness or your friendship. Furthermore,
7
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 01 001-010 r2 sp
7/12/10
12:34 PM
Page 8
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
there is always Bendi Windi, who usually blows with
the wind and may, without really trying to be mean, say
your plan is bad just so she can fit in. And there are others to take into account, such as Avoidus Riski, Divertus Attenti, and Lookus Smarti, whose most common
traits will be left for now to the reader’s imagination.
Of course, Avoidus and the lot live not only in
Centerville. They are all around us. You have seen
them many times before and will surely see them
many times in the future. You will encounter them in
a meeting, in an attack on your memo, in a telephone
call between Houston and Hamburg, in your school,
or (perhaps) in your own family. We see this behavior on and off the job. Even you (gasp) might behave
as they do some of the time. When the issues are
small—with minor encounters that happen weekly if
not daily—the Pompuses of the world can cause frustration and embarrassment, but such feelings
quickly pass. However, when the issues are not small,
the loss of a good idea can create consequences that
can linger for a very long time.
In some ways, it is a shame we even need a book like
this. But we do—first, because our requirement to implement good ideas is a central part of what life is all
about; second, because in an era of increasing change,
the number of new plans or strategies we need is growing; third, because genuinely good ideas are damaged
or killed all the time for all sorts of reasons; and fourth,
because a most fundamental and powerful solution to
8
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 01 001-010 r2 sp
7/12/10
12:34 PM
Page 9
For the exclusive use of A. GUPTA, 2021.
THE DEATH OF A GOOD PLAN
this problem is not at all obvious: that to get people to
truly buy into a new idea, you can go into the arena,
armed with the knowledge in this book, and encourage
them, not stop them, from sending in the lions.
One important caveat: we are not talking here about
the creation of good ideas—the gathering of information, brainstorming, or the process of generating new
proposals. Much has been written on these issues, and
we take that as a given. Here we focus on how you keep
those ideas from being shot down and how you build
sufficiently strong support around them so that successful action follows.
But enough for now. Let us go back to Centerville
and let the meeting begin again. Unlike in the real
world, this time you and the others who created the
proposal will have a second chance. And this time, you
will be hit by confusing, sneaky, and illogical commentary that can undermine essential support for any
smart idea. These generic behaviors, seen so often in
real life, will be devilishly hard to deal with, partly because they can sound so sincere, or reasonable, or logical. So get ready, because it will be brutal, indeed
much tougher than we normally see in reality. And this
time . . . well, you’ll see.
9
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 01 001-010 r2 sp
7/12/10
12:34 PM
Page 10
For the exclusive use of A. GUPTA, 2021.
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 11
For the exclusive use of A. GUPTA, 2021.
2.
saving the day
in centerville,
part one
This time, we begin our story the evening before the
town meeting. The proposal is so sensible that it
should sell itself. But you find yourself writing notes
and more notes, which should make you feel more
prepared and thus confident. But they don’t. Then a little light bulb goes off in your head, and you think of
Hank.
Hank is your brother-in-law. Unlike some of the
people you know who aren’t particularly enthusiastic
about their brothers-in-law, you have always liked
Hank. He is both intelligent and a genuinely good
person. He also has had considerable experience in
dealing with groups of people, small and large, inside
businesses and elsewhere. He is plainspoken but, from
what you have seen, very sharp.
11
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 12
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
You call him. When he suggests that instead of a
phone conversation, he would be willing to come over
to your house, you accept his offer enthusiastically.
Upon arrival, and after a few pleasantries, Hank asks
you to brief him. You do. Computers and support
equipment are really needed, yet that would require a
large expenditure for the library, which has a limited
budget this year, the next one, or for who knows how
long. Centerville Computers has offered to help in the
following way, and so on.
He is impressed with the proposal. He hadn’t even
heard of it, making you wonder how many other people
in town haven’t, either. Hank asks what you have
already done to explain it and get support from others.
You tell him. The group behind the proposal has sent a
brief description of the idea along with the invitation
to the meeting tomorrow night to the many hundreds
of people who use the library. The group members
have given some thought to who might object and why.
Two of the proposal’s supporters are prepared to make
carefully planned comments from the audience when
you go into a question-and-answer period.
Hank nods as you talk. When you stop, he explains
that he has actually thought much, over his long
career, about why his best ideas either soared or were
shot down. He says he has often wondered why his
bosses’, neighbors’, and friends’ good ideas have been
supported and implemented in some cases, but in
others were ignored, or left crushed on the pavement.
12
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 13
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART ONE
Hank points out that there are many ways to poke
holes in any simple plan or complex change, but—don’t
panic—most are very easy to deal with because people
have their facts wrong. For example: “The computer
store will raise its prices as soon as we okay this
proposal!” Response: “A part of the deal we made is that
last week’s prices are set in cement for the duration of
this program.” Such objections can be a little more difficult to diplomatically overcome if the objector has
thought carefully about your idea, yet misunderstood a
subtle point. But if you have clarity of the facts and the
logic, you just explain, and do so as clearly and simply
as possible. For a reasonable person, the response will
work. Actually, having to think through the facts and
logic before presenting an idea is always useful since
you may find it’s not such a good idea!
But—Hank says—there are a handful of distinct and
familiar types of questions, concerns, and outright attacks that are used against new ideas everywhere and
are surprisingly tricky to deal with in “real time,” no
matter how sound the idea. These are little bombs that
cannot be defused with a few facts, or bullets that
can so fluster you that your response creates problems
instead of solving them.
He reminds you of an old and politically incorrect
joke, where a cunning reporter asks a young nominee
for an important judicial position, “Sir, have you
stopped beating your wife?” The poor soul stammers,
“No, yes, I mean . . . ” and the evening news clip is
13
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 14
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
complete, whereas an experienced person might smile
and calmly respond, “It’s well known that I’ve always
been kind and respectful to everyone, most certainly
including my rather formidable spouse.”
Hank says that a “beating your wife” question,
thrown at a fine young candidate for public office, may
seem so ridiculous as to be unworthy of serious discussion. But there are very real assaults—made verbally or
in written statements—that can be equally bizarre or
stupid, yet have the capacity to seriously trip you up if
you are not well prepared. Because these “attacks”
are used often and widely, anyone wishing to impede
a proposal probably has seen them and their potential
power. Fortunately, Hank says, they can all be dealt with
if you are prepared and the audience isn’t too nasty.
Hank patiently goes through a typical scenario. You
listen, literally leaning forward on the edge of your
seat. Then he continues with scenario after scenario.
“Someone says the proposal does not go far enough,”
he tells you. “A good response is . . . Someone asks why
he or she should risk a change since the person has
been so successful in the past. A good response is . . . ”
When he runs out of thoughts, he takes a break to find
something to drink. Then after a few minutes, he starts
again with a few more attacks and effective responses.
You anxiously take notes. When he runs out of observations, you look at your notes and find about two
dozen ways in which others might crush your
computer proposal and two dozen responses that can
save the day. Twenty-four sounds like a very long list.
14
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 15
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART ONE
The two of you talk about the opposition you might
encounter at your meeting and who might be the opposers. He takes his list of twenty-four attacks and asks
you which might come out tomorrow night. You consider the question and offer ideas. He takes the generic
responses to these likely attacks and helps you think
about more specific responses.
The time flies by—7:00 p.m. becomes 10:00 p.m. before
you know it. The discussion is enormously educational.
It also produces an unusual mixture of strong feelings.
On the one hand, it’s disturbing. Of his two dozen
questions and statements that can undermine support
for any good idea, without his help you were able to
think of effective responses to six. As you begin to
panic, Hank says that he’d be surprised if many people
can even think of six.
That didn’t help.
However, Hank tells you that the confounding, unfair, sneaky, and illogical attacks he has seen over the
years are based on only a few strategies. He takes your
pad of paper and writes a word, pauses to think, writes
a few more words, then stops. You look at the pad and
see these items:
—Confusion
—Death by delay
—Fear mongering
—Ridicule and character assassination
15
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 16
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
Attacks that confuse, he tells you, sink a good idea
by so muddling a conversation in peoples’ minds, they
begin to wonder if your proposal really makes sense.
Death by delay, as the name suggests, means raising
what seem like logical concerns that will require so
much time to sort out that a proposal is no longer
relevant or feasible. Fear-mongering attacks push emotional hot buttons that raise anxieties. Ridicule and
character assassination go after the person defending
the idea, not the idea itself. Hank says that people who
use these strategies range from individuals who are
honestly trying to make sure a good decision is made,
to people who are anxious, self-centered, very manipulative, or angry. Often it’s hard to even guess what
others’ motives are.
Hank then writes a few more words on your pad—
again starting, pausing to think, then writing more—
and hands you back his pen. You look and see:
• Don’t be afraid of distracters. Handled correctly,
they can actually help you!
• Always respond in ways that are simple, straightforward, and honest.
• Show respect for everyone.
• Watch the audience (not just the people shooting at you).
• Anticipate and prepare for attacks in advance.
16
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 17
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART ONE
In his experience, Hank tells you, that’s all that people
basically do to communicate and defend proposals in
order to win sufficient buy-in.
A simple response can fight confusion and delays.
Straightforwardness undermines character assassination. Respect prompts, in return, respect for you and your
idea. A constant eye on the audience whose support you
need keeps you from making the dangerous mistake of
focusing only on the aggravating disruptors. Preparation
helps you anticipate how people might totally confuse
the conversation, kill your idea through delay, raise
too many anxieties, or effectively ridicule you and other
supporters so that your credibility, and message, die.
And, he says, the act of jumping into the fray, walking up
to the lions instead of running away, can actually turn
attacks to your advantage, as long as you are respectful,
crisp, sensitive to the entire audience, and so on.
You ask many questions. Hank answers them, sometimes very clearly and sometimes (or at least it seems
to you) not so clearly. His final point about letting the
“lions” come after you is unclear and unnerving. So
you become somewhat anxious once again.
It all seems a bit much. You tell Hank that you
wish you could have seen him dealing with this sort of
situation at least once. And then it hits you.
Why not ask the chair of the Citizens Advisory
Committee to let Hank make the presentation and
answer the questions? It only takes you a few moments
to decide that this is a very good idea.
17
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 18
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
You ask Hank. He shakes his head. Some of the people
in the room will know he has not worked to develop the
proposal, and they will, quite naturally, wonder why he is
explaining it. Someone opposing the plan could use this
fact to his or her advantage, and the meeting could
quickly go off track. He doesn’t say so, but it does occur
to you that he may also be reluctant because public
speaking is not his favorite activity, either.
Nevertheless, you don’t retreat. After some backand-forth, Hank reluctantly agrees to a four-part deal:
(1) you make the presentation, (2) you start the Q&A by
asking a few of your supporters to speak, (3) then
you turn it over to Hank with (4) the provision that if
he needs you to supply the relevant facts, you will be
sitting at the head table with him.
You immediately call the chair of the Citizens Advisory Committee. Understandably, he is not thrilled with
the idea of inserting Hank at this late stage. But with
some effort, you win the argument (probably because the
committee head picks up the near panic in your voice).
You wish you could have another week. Hank had
stressed the virtue of preparation, and you think of all
the ways you could lay the groundwork for a smooth
performance at the meeting.
You tell all this to Hank and he shrugs. “You play the
hand you’re dealt.” And you need to be careful about
orchestrating events behind the scenes, he warns. If
seen, it might feel to others like manipulation. It’s hard
to find folks who like being manipulated.
18
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 19
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART ONE
As he leaves, you thank him profusely for helping
out with your problem. He smiles and says, “Actually, it
may be a good problem.” Before you can ask him what
that means, he is gone.
***
All day today, you can’t stop thinking about the meeting. You leave work at 5:15 and have a sandwich for
dinner. Most people arrive at the town hall around
7:00 p.m. You are there at 6:40. Hank is not there yet
(mild panic). But at 6:45, he is in the hall, too. Richard,
the chair of the Citizens Advisory Committee, calls
the session to order at 7:15.
There are about seventy-five people in the audience.
To you, it seems like four hundred. A head table faces
the crowd with seats for Hank, you, Richard (a longtime library supporter), Jane (who probably did more
of the work than anyone else to put the proposal
together), and Melinda (a high school student who
may have inspired the computer store to come up with
this proposal).
After a few general comments, Richard turns the
meeting over to you.
You know the problem, the opportunity, and the
specific proposal very well. A change is clearly needed
at the library. To help the people of Centerville, the
library needs many new computers and printers. There
is not enough money in the library’s budget—not even
19
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 20
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
close—for the needed new technology. But there is a solution to the problem. The local computer store will
provide one free workstation, with supporting printers,
and even state-of-the-art tables and chairs, for every
six comparable computers people purchase at regular
prices over the next three months. This can help the librarians, the people who use the library, and those lessthan-affluent kids, one of whom is the junior member
of the group, Melinda. She sits two chairs to your left.
Your presentation is short. Hank said the basic idea
needs to be presented clearly in just a few minutes. He
said to start with the problem or opportunity. Explain
why your idea best deals with the problem, emphasizing, in this case, that no one has found another way to
fund the purchase of all those new computers. He said
to think of the issues that people commonly have
raised when you have described the proposal to them.
Give the audience your best response to each issue.
You follow his plan with the aid of hand-scribbled
notes made over a long lunch break.
You finish and look up. A number of people are nodding. Two friends, very visible in the second row, are
smiling. No one seems to have a rock in hand ready to
throw at you.
You ask George, then Jessica, both of whom worked
on creating the proposal, to stand up from their seats
in the audience and say a few words. They do so, each
stressing the logic of some aspect of the plan. When
Jessica finishes her short speech, you think the case
20
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 21
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART ONE
has been made clearly and solidly. It certainly feels
good to have three of you talking about the obvious
merits of the plan, not just you alone.
You turn and nod to the chair of the Citizens Advisory Committee. He commends your group for having
several members speak and notes that the newest
member, Hank, has been given the last job of facilitating the question period—perhaps he drew the short
straw, or is this an initiation rite? There are a few awkward chuckles as Hank stands up in front of about seventy-five residents of Centerville. You sit down beside
him to his left.
Hank has what appears to be a few pages of notes on
the table in front of him. He looks up.
You search for another known supporter of the proposal. After a moment or two, Allis Welli raises her hand.
You look for other hands in the air. There are none.
ALLIS HAS LIVED IN THE TOWN for many years and has
been involved in civic affairs, on and off, for decades.
She is quite sharp and clearly affluent (on her left hand
this evening is a diamond ring slightly smaller than a
soccer ball) and she has a reputation among many of
those who know her well as having never seen a new
idea she particularly liked.
You rub your forehead. She speaks: “I see the merits
of this proposal. They have been well explained. But
a fundamental problem has not been addressed. And
I am concerned that it is a very large problem.”
21
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 22
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
She looks from left to right at the people around her.
Your neck tenses.
“First of all, though no one has said so, this is an advertising stunt. I suppose there is nothing wrong with
that per se, but the library has never been involved in
this sort of . . . ”—she looks to you as if she is sucking
on a lemon—“arrangement before.”
You see at least two people nod. Your heart sinks a
few inches.
“Second, I can’t imagine that we have ever allowed a
supplier of any sort to dictate what we should buy—
which, as I understand it, is what the computer store is
doing here. Can you imagine publishers telling us
which books we must purchase?”
She looks at you. You consider explaining why the
equipment, although indeed specified by Centerville
Computers, is appropriate for the library. You open
your mouth, and while you search for words and have
trouble finding them, Hank gives you a look that you
think means no.
Good. You close your mouth.
Allis continues. “Now, these may sound like two issues
of less-than-profound consequence, but they need to be
looked at in light of the history of the library and how it
has successfully operated.” She takes a deep breath. “For
those of you who have not lived here for long, I suspect
you may not know much about the library. It is a rather
amazing history. Fifteen years ago, it won an award from
22
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 23
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART ONE
the state’s ALA chapter. A few years before that, Richard
Coles donated a collection of original-edition Dickens
books. How often does that happen?”
A few more nods from people in the audience.
“When the library building was first constructed, it
won a major architectural award.”
That would have been before you, and everyone else
in the room, had been born.
“Here is my point. We have a process for how we operate, how we use our resources, who we deal with and
how, and this has worked exceptionally well for
decades. And I see no evidence that there is anything
fundamentally wrong with it today. But with this proposal, we sweep it away.”
She sits.
Someone else speaks up: “She has a point there.
Should we really try a public-private partnership if we
have never done that before?”
Your study group spent hours thinking through the
issue of public-private partnerships, and you summarized your conclusions in your opening remarks. Or
you meant to. Or you did a crummy job.
Allis stands once again, begins talking, and looks
very much in charge. She comes at the proposal from
the left, then the right, but her basic theme remains the
same: the library has been very successful, thank you,
so why risk a change for a few bucks’ worth of computers (which she probably will never use)?
23
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 24
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
Your mind races as you try to think—not the easiest
of tasks with dozens of people now looking at Hank,
and you.
You marvel at how Allis appears to have just said
that a process that has led to broken computers is good
because the library once won an award! Why would
anyone listen to this? . . .
But—it requires only a glance at the audience to see
that people are listening, and no one seems to be ready
to throw a tomato at Allis.
You quickly look at Hank and wonder what he is
going to do. Clearly, with his philosophy about how to
handle situations like this, he won’t say, “Oh, Allis, shut
up!” And, although the idea has emotional appeal, you
do realize it wouldn’t be effective or fair. Allis is just
being Allis.
You try to clear your head and think. Hank could, you
suppose, dig into what Allis’s beloved “process” is and
try to explain why, at least in this case, it is not appropriate. But the mind boggles thinking of all the possible
ways that this discussion could go (the term death by
delay floats through your head). Allis has been living in
the town for decades. She probably knows more about
its history, and the library’s, than you or Hank or half
the room. So Hank could seem uninformed or, even
worse, start to look silly (and easily ridiculed). And how
should you measure “success” for a library? Talk about
a topic that could create arguments and end up totally
confusing! So . . . maybe . . . but . . .
24
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 25
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART ONE
Finally, Allis stops her lecture and sits down. You
wish that she were in Philadelphia. Or maybe Osaka.
You look at Hank and feel relieved that he—and not
you—is fielding questions. “Allis,” Hank says, “your
point is an interesting one.”
She looks at him suspiciously. So do you.
“Yet, we must keep in mind that the world is changing. We see examples of this all the time. In public libraries, I suspect few if any aren’t faced with funding
problems. I would be surprised if any aren’t struggling
with the increasing costs of books or new electronic
communications.”
Jane, who is sitting to your left and who has invested
so much time and energy into putting together the
proposal, nods vigorously.
“With all the change,” asks Hank, “isn’t it really more
dangerous to automatically hold on to all our historical
practices, no matter how fundamental or seemingly
successful they have been? Isn’t it reasonable to assume that past practices, operating under new circumstances, won’t produce the same results? Don’t we have
to try to adapt? We won’t always get it right on the first
try. But in a case like this, where things are clearly
changing—funding, costs, electronics, and the like—
isn’t it reasonable to assume that not changing how the
library operates can create more problems than taking
some actions that are new?”
His questions hang in the air. You wait for more.
And wait. But . . . he gives no more.
25
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 26
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
Allis has her eyes closed, her eyebrows up, and the
hand with the soccer-ball ring resting gently on her left
cheek. Then her eyes pop open and she starts to race
into a monologue on history, process, partnerships,
and more. You have trouble following it all, start to
make notes, and then find you can’t write fast enough.
Hank stands expressionless, mostly looking at Allis,
but occasionally panning the room with his eyes. After a
minute, certainly no more than two, he says, “Allis.” She
doesn’t stop. He says, “Allis,” slightly louder. She slows,
then stops, as if to breathe. Hank says, “You raise many
points that, I believe, the committee also discussed.”
Hank looks at Jane, whose head bobs vigorously up
and down. Hank shifts his attention back to Allis.
“I suspect that we could go through those issues,
one at a time, for the next hour. But I’m not sure that’s
practical or necessary. And the fundamental issue
wouldn’t change, no matter how long we talked. Yes,
we have never done anything quite like this in the past,
and yes, things have worked out well in the past. But
the world of libraries is changing, and we all know that
those who fail to adapt eventually become less and less
successful.”
Allis opens her mouth, but before she can speak,
someone to her right says, “No one can argue with that,
so let’s move on. There are more questions, and we
have limited time tonight.”
You quickly look left and right, then left and right
again. One of Hank’s principles was to always watch
26
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 27
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART ONE
the crowd, not just a troublesome speaker. The goal, he
had said rather firmly, is not to win the hearts and
minds of all those who disagree with a proposal, some
of whom—for all sorts of reasons—will never be won
over, even if they are perfectly good, sensible people.
The goal is to win the hearts and minds of the majority,
and not just 51 percent. Even the best ideas, he said,
can become bogged down, despite “support” from
“most” people.
As you quickly pan the audience, you can tell from
their expressions that people have not been wowed by
Hank’s rather simple response. But you see any number of them nodding and only two or three looking particularly grumpy (Allis being the most prominent).
Hank says to Allis, “Since it is a very fundamental
issue, it’s useful to raise it. Thanks, Allis.”
BEFORE YOU CAN BEGIN TO PROCESS what just happened,
three hands shoot up. One belongs to Divertus Attenti,
who stands without Hank’s calling on him.
Divertus says, “Lookus Smarti has told me that there
are four good libraries in this state that have no computers at all. Not one!”
Divertus stops for a second and nods to Lookus,
then continues. “Shouldn’t we be examining our real
problems, especially our lack of money for the basics:
books, building maintenance, librarian salaries, and
the like? Lookus [another nod to Mr. Smarti] calculates . . . ”
27
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 28
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
Divertus pulls a piece of paper out of his coat jacket.
“We spend about thirty-one point five percent less per
citizen than do most towns to our south, and maybe . . . ”
He squints while looking at the paper.
“ . . . twenty-seven point two percent less than our
neighbors to the north. That does not count . . . ”
More squinting. Then he reads directly off the paper.
“ . . . ‘depreciation on capital items,’ which probably
makes the numbers even larger.”
You wonder how many people in the room know
what “depreciation on capital items” means. You wonder if you do!
You see eyes drifting from Divertus to Lookus, who
clearly is not hating the attention.
Divertus lets his hand drop and then frowns.
“Now, I could go on about the details of the library’s
budget and—what is perhaps much more relevant—the
city’s budget.”
With his left hand, Lookus raises a thick, dog-eared
document.
“Lookus has done an analysis of tax rates, which I,
frankly, don’t entirely understand, but which looks
very troubling.”
Lookus nods gravely. You close your eyes and count
to ten.
Divertus continues. “But the point should be clear.
The important problem is that we need money in the
general budget much more than upgraded computers.
And that’s what we should be discussing this evening.”
28
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 29
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART ONE
The man next to Lookus starts talking with him. You
can’t hear what the man is saying except two words:
“thirty percent!” Then the man’s eyes open wide. Your
own eyes drift over to the dog-eared document Divertus is now holding. It can’t be less than fifty pages.
Maybe much more. Someone in the front row is shaking his head and saying something about taxes.
Over the years, you have gotten used to Lookus
falling into his I’ve-got-the-highest-IQ-in-the-room
game and Divertus’s sending meetings off into outer
space. Both men are harmless, really, but can be very
annoying when they blunder into something you care
about. A part of you would like to shove something
back in their faces—you know details about the proposal that they cannot. You ought to be able to use that
to your advantage. But one of Hank’s principles was to
resist that temptation. Many times last night he said,
“Always treat people with respect.”
Hank looks at his notes. You take a deep breath and
try to focus, which, you find once again, is not easy.
Okay. The question of whether you can afford an
idea is obviously legitimate. But that’s not where Divertus is going. He seems to be trying to turn this into
some kind of budget summit.
Any discussion that dips into budgets, especially if
the topic veered off into the city’s budget, could go on
forever (more death by delay?). It could be filled with all
sorts of unanswerable questions and misinformation,
so the crowd becomes perplexed (more confusion). The
29
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 30
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
audience could also get sucked into arguing about
emotional subjects like tax rates (fear mongering),
while the clock keeps ticking away. You realize that
something must be said to salvage the discussion, but
you can’t quite figure out what would work.
Hank says, “I agree that more money would be useful,
Divertus. But this conversation isn’t about the library’s
total budget. Or the city’s. The conversation tonight is
about our library’s computers, the problems with them,
a proposal of how to upgrade them at a bargain price,
and the benefit to the town, the library, and the library’s
users. Maybe at a later date, we might look at the city’s
budget and how much is allocated to the library.”
You can see by the expression on Divertus’s face
that he is not ready to back down, especially with
Lookus feeding him more slips of paper.
“I grant you,” Hank continues, “that money is always
an issue for most of us. But I really would be surprised
if successful organizations—libraries, businesses, hospitals, whatever—are created by budgets that everyone
thinks are adequate.”
You watch the audience.
“From what I’ve seen,” Hank says, “good organizations are much more likely to be created by dedicated
people, like the library staff and those individuals who
put in time to help create this proposal. They are
created by the efficient use of scarce resources. And
they are undoubtedly created by good ideas—such as
the one under review now.”
30
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 31
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART ONE
Divertus opens his mouth while looking at the latest
sheets of paper provided by Lookus. When Divertus
sees the two women sitting on either side of him nodding, he hesitates.
Hank looks left, then right.
Before Divertus can say more, four hands go up.
You start to say something, but stop. It’s useful to try
to remember, Hank had said, that although folks like
Divertus and Lookus can be troublemakers, they aren’t
bad people. Divertus is not dodging taxes, dumping
trash on the public streets, or plotting to overthrow the
federal government. At least, probably not. So don’t
treat him as if he were.
You bite your tongue.
Despite those four hands in the air and without a
pause in the interaction, someone stands up without
raising his hand first.
Oh joy. It’s Pompus Meani time.
POMPUS IS ACTUALLY WEARING A VEST. He puffs up his
chest and says, “This proposal is, in a way, very clever,
and I would have to congratulate you for preparing it.”
Your patience with Pompous has sunk lower and
lower over the years. You wish someone would say, “Sit
down!” Unfortunately, there is little chance of that.
“But in all honesty and candor,” Pompus continues,
“I would have to say that you are surely exaggerating
here. I believe, if you look at the big picture, securing a
few computers for our library is not an issue of any
31
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 32
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
significance. Now let me be clear, I am not suggesting
that money in the library budget is the issue, either.
Surely, we should be focusing on the master plan for
the town. That affects all of us, young and old, rich and
poor—many more people than use the library.”
For some reason, hard to pinpoint, he actually looks
statesmanlike.
“Of course, dealing with the master plan will require
a person of broad vision, but I’m sure you can find him.”
One of your neighbors rolls his eyes.
“We all understand that one must make choices.
This computer issue, I would have to say, is an extremely low priority. I don’t wish to be unduly critical,
really I don’t”—your neighbor coughs, probably to stifle a giggle—“especially since you have no doubt
worked hard on this. But I must say, in all candor, that I
fear you have wasted your time.”
So he compliments you, is gracious, then, although
he “hates to have to do it,” pulls a lemon meringue pie
and throws it at Hank’s face (talk about ridicule!).
Jane Gallager, who is sitting next to you, is no doubt
livid, since she has spent many, many hours working
on this project. You turn ever so slightly and you can
see that Jane is beet red. She opens her mouth, but before words come out, you grab her hand—firmly. She
stares at you semi-defiantly, but manages to keep her
lips zipped.
You turn your head back and see some people nodding. It is amazing, really, that anyone listens to this
32
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 33
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART ONE
man who constantly broadcasts his importance (“will
require a person of broad vision,” like him!) and who, in
the most gentlemanly way, pounds on others (like you,
Hank, and Jane). But some people do listen because,
what . . . He is articulate? Intelligent? Has an air of authority? Is intimidating?
Your mind tries to generate and evaluate response
options as the clock ticks away. Pompus looks ever so
concerned about the future of every man, woman, and
child in the city. The audience is waiting. And your
friends sit on their hands!
Hank clears his throat and says, “I would respectfully disagree, Pompus.”
And although it is difficult for you to imagine how
anyone could say “respectfully” with a straight face,
Hank somehow does.
“I’ve been at the library and seen some of our children wasting their time with the current inadequate
computers. The pressure that is on these kids—well, it
certainly is much more than when I was their age.”
That’s clearly true.
Hank continues. “Some of them seem to work fourteen hours a day with school and homework and, in
some cases, part-time jobs. From their point of view, or
at least for many of them, this is hardly a problem we
have exaggerated.”
You turn your head and look at Melinda, the poster
child for the overworked and less-than-affluent high
school student. Hank turns, too. Seeming embarrassed
33
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 34
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
by the eyes on her, she nevertheless pulls a book bag
from underneath the table and puts it top on the table.
The bag looks as if it were manufactured shortly after
World War II and weighs a hundred pounds.
Hank says nothing. Finally, Pompus breaks the silence and says, graciously, “I think you overstate, but,
yes, we must always take care of the children. Without
question.”
He looks even more statesmanlike as he sits in a sort
of regal manner, seemingly as if he thinks the score is
Pompus 1, Hank and You, 0.
You pick up a plastic bottle sitting on the table in
front of you and take a sip of water.
TWO HANDS SHOOT UP. AS YOU look at them and the rest
of the audience, too, it appears that Hank’s responses
so far certainly haven’t created any problems, and you
see a few more people nodding their heads now than
twenty minutes ago. It occurs to you that if Hank
stopped right now and there were a vote, you might get
a 51 percent approval from generally thoughtful, rational people. But you remember once again that a
coolly logical 51 percent vote, as Hank said a number
of times last night, is not what you need.
He said that 51 percent may win a presidential election (or not), but here you need a lot more people
feeling (not just thinking) that the idea is important
(not just logical). Otherwise, when the proposal runs
into some problems as it is being implemented—and
34
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 35
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART ONE
there are always some problems caused by uncertainties or the naysayers—it might still be derailed because
not enough people pitch in with the time and energy
required to solve those problems. And that is obviously an unacceptable outcome.
ALLIS WELLI IS ONE OF THE two people waving hands
at Hank, but Allis is doing so almost frantically. She
obviously is not giving up yet. Hank nods in her
direction.
Her voice is no longer the least bit friendly: “If this is
an issue of significance, and if the library staff has not
already solved the problem, then aren’t you really saying that the staff is not doing its job? I think that is unwarranted, unsupported by any facts, and, frankly,
insulting.”
Any people drifting off to sleep instantly become
alert. Sparks certainly catch people’s attention!
Hank nods gently and stares off into space. Then
he says, “If I have in any way suggested that I think
the staff is doing a poor job, then I apologize, Allis.
The issue certainly is not about competence or
incompetence.
“The issue here is how we can equip the people on
the library staff to do their work at the highest standard
possible—which is what they, and you, certainly want.”
You nod. It’s obviously true.
“We see a problem that is stopping our staff from offering the sort of services that we need, and we have
35
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 36
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
found a way with this proposal that will help solve the
problem. We give our staff better tools—in this case,
better computers. For all the work they do for us, they
deserve the best tools.”
He pauses as people seem to be grasping his point.
It’s clever, and true. The library can both have a competent staff and have a computer problem. It’s not a matter of either-or.
You see the chief librarian, a wonderfully sweet
older woman. Hank offers a respectful nod of his head.
She doesn’t stand up and applaud, but she does smile.
You are still perspiring, but much less so than five
minutes ago.
THE NEXT QUESTION COMES FROM SOMEONE in the
back of the room. You can’t see who it is.
“Hank, I assume that all the full-time library staff are
behind this?”
Hank turns his head to Jane, who clears her throat
and says in about as loud a voice as she can,
“Completely.”
The chief librarian stands, slowly, turns to face the
person who asked the question, and says yes.
The man in the back of the room says, “Thanks.
Then I, for one, think this is a good idea.”
It occurs to you that you might offer this person,
whoever he is, a gift certificate or something. But there
immediately is a next question, this time from none
other than Nici Oldman.
36
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 37
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART ONE
NICI MUST BE IN HIS MID-EIGHTIES. You can’t remember
him talking in a town meeting for years now. The possibilities tonight are many. Could he be computer illiterate and therefore not entirely comfortable with the
computers? Would he genuinely prefer that any new
proposals were about getting more of the types of
books he likes, not all about computers? Because he is a
man of very modest means, has Pompus paid him off?
Hank calls on him. He stands and speaks.
“Could we have a quick bathroom break?”
It’s hard not to smile. Hank tells everyone that he
thinks it’s a good idea. People start to stand up. You go
looking to refill your water bottle.
37
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 02 011-038 r1 rr
7/12/10
7:29 PM
Page 38
For the exclusive use of A. GUPTA, 2021.
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 39
For the exclusive use of A. GUPTA, 2021.
3.
saving the day
in centerville,
part two
During the break, a few people relentlessly give you advice, much of it contradictory. One person walks by, selfconsciously avoiding looking you in the eyes. But, thank
goodness for small gifts, at least three or four people
smile broadly, give you a thumbs-up, or in some other
way signal that things might actually be going very well.
Much flows through your mind at light speed. Hank
talked last night about the power of confusion and
death by delay and how this means that less can often
be more, in responding to veiled attacks. That is clearly
what he is doing in his own responses, and it is working. Isn’t it? But why aren’t more people who clearly
favor the proposal speaking up? Do they assume they
have enough votes locked up already or that Hank is
doing such a good job he doesn’t need them?
39
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 40
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
As you start walking back to the front of the room,
Seth, a psychiatrist, tells you that Hank is handling the
fight-or-flight problem exceptionally well. You vaguely
know what he is referring to: controlling the instinct to
start a brawl or just bug out. Seth clearly finds this a
fascinating topic to discuss now. You don’t.
In less than fifteen minutes, your fellow townsfolk
are more or less back in their seats.
Your self-confidence has grown. You nevertheless
wish that the vote was immediate and strongly positive
and that you could go home.
But, of course, that’s a wish, not reality.
Avoidus Riski waves her hand in Hank’s face.
AVOIDUS IS A SALESPERSON AT A local bookstore,
where she is generally kind and helpful and can be
pretty sharp. Unfortunately, she has not enjoyed a great
deal of personal success, due to some bad breaks and
some regrettable decisions she made after graduating
from college. Now, she seems often to be a fearful person, although she hides this feeling. From last night’s
conversation with Hank, you anticipated that she
might be at the meeting tonight and that her fears
might focus on your plan.
“Maybe we do have an opportunity here,” Avoidus
says, “but I don’t see how your plan addresses any
number of issues that could create problems for us.”
Her left hand rises into view and up pops her index
finger signaling number one.
40
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 41
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART TWO
“What about the definition of a ‘Centerville family’?
Your proposal says that one computer will be given to
the library free for every six families that purchase a
computer. But what is a ‘Centerville family’? Just a
husband and wife? Are their grown children included?
What about a sister-in-law? And who decides this?
Lawyers could come at us from the computer store if
the definition is too broad and, perhaps, even from citizens if our definition is too narrow.”
The word lawyers turns a few pleasant or neutral expressions in the meeting room into frowns. Your mind
drifts to Hank’s phrase fear mongering.
“What about the possibility of Centerville Computers’ jacking up prices? Have you calculated the possible markups and their impact on the proposal? Did
anyone do a spreadsheet?”
You blink twice when she says the word “spreadsheet” with a perfectly serious look on her face.
“What about assuring that the computers aren’t factory rejects? Do you have a process to check each
machine that comes in? And who would do the checking? And when? And at what cost? And what about
hidden costs down the road?”
It is beginning to sound as if you are proposing to
force Grandmother Frank to go bungee jumping.
You vaguely remember that last night, Hank called
this the “what about, what about, what about” attack.
He also said that it is often handled poorly. People can
what-if you forever, and even if you try patiently to
41
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 42
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
answer what can be unanswerable questions, the impression can grow that there are an endless number of
uncertainties, which in turn increases the perceived
risk, possibly to an unacceptable level.
Gently, Hank says, “Avoidus, if I might cut in . . . ”
With some reluctance, she does cease sharing with
everyone her seemingly endless list.
“You’re correct, Avoidus, we have not yet had time to
look at all the many details. Nor do we have time now,
since for this proposal to move forward, we need to approve the basic plan tonight. But I am sure that all your
concerns will be addressed in due course.”
He pauses to look at his notes.
“I admit, I can’t offer a hundred percent proof of that
right now. But I hope we keep in mind that attractive
and innovative opportunities that can help people
don’t come along every day. And don’t good new ideas
always raise more questions than can practically be answered at first? As we move forward, the details must
be handled well, there is no question there. And I hope
you will help us with that.”
Avoidus looks around the room, you suspect, searching for support. Not wanting to stick her neck out
much—she is a risk avoider—when she sees little to no
enthusiasm for her comments, she says no more.
SOMEONE ON THE LEFT SIDE OF the room raises his
hand. You do not know him. Hank points his way, and
the man says, “Avoidus makes a good point, and I for
42
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 43
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART TWO
one have heard enough. What do you do in a meeting
like this when you want a show of hands? Call the question, or something?”
The man is frowning and not at all talking in a
friendly voice. The two people on either side of him
look equally grumpy. Why? Do they just want to get
home? Like Allis Welli and Avoidus, are they unhappy
with the proposal? And do they think a quick vote now,
after a series of negative remarks, might produce 51
percent of the vote against the proposal? You are trying to read their expressions more closely when Bendi
Windi’s hand pops up.
RIGHT BEFORE THE MEETING, BENDI HAD told you she
thought the proposal was a “wonderful, wonderful”
idea. She went on and on until you had to politely cut
her off so you could review your speaking notes.
This could be good. She will praise the proposal perhaps just when it needs strong praise.
Bendi is a kind and dedicated schoolteacher—
bubbly, fun, likes to talk, pleasant to listen to, but a little quirky. Unfortunately—unlike an hour ago—she is
no longer smiling.
“You seem to have answers to everything,” she tells
Hank. “But what I hear worries me. You’re talking
about putting a lot of effort into upgrading technology,
yet shouldn’t we really be concentrating on improving
our collections? We’re all about books, reading, literacy, and learning . . . Correct?”
43
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 44
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
She looks around the room, as if to make sure she is
saying what others already think.
“That’s what we care about. That is what we have
always cared about. And I for one cannot believe there
is no relationship between our values and the success
of this library.” She pauses, looking a bit anxious to see
if anyone will challenge what seems unchallengeable.
“But think for a moment about this plan. Is it about collections and books? Is it—at its very core—about reading and literacy? I don’t see how. It seems to me that
this plan undermines our traditional values.”
Blam. She sits. You should have seen it coming. The
majority of strongly worded comments tonight have
been negative. And although Hank’s responses have
been excellent, Bendi tends to go with the crowd.
Your mind spins. What is she saying? Allis said
something like this already. Didn’t she? But the focus
here is on “undermining traditional values” not on
“we’ve been successful—why risk a change?”
There is a piece of you that wants Hank to wave this
away and get on with it. Over the years, you have heard
too many good ideas subjected to the traditional-values
attack by people who couldn’t care less about traditional values, people who either have another agenda
or are sincere but want to live in a mythical past.
But you also know there is a valid issue here, and you
immediately think of Chapman’s hardware store just
down the road from the library. Some other people will
be thinking the same—and this makes you nervous.
44
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 45
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART TWO
Mike Chapman’s father built the town’s biggest
hardware store with an almost obsessive belief that
every single customer should be treated well. But when
Mike’s dad died and Mike took over, this value began
to disappear. Long-service employees retired. Times
changed. New hires were in a new generation, growing
up under different circumstances. Mike seems to have
done nothing in response. You know he doesn’t give
his new people any training in handling customers because your neighbor’s son worked there last summer.
The consequences are clear.
It’s a different business today, not just in the products the store sells but much more importantly in what
the employees deeply care about. You doubt if anyone
in Centerville is happy about that.
Hank is nodding his head again. “Actually, Bendi, I
wonder if the surest way to abandon traditional values
would be to fail to change as times change. I’m sure
history is filled with examples of organizations and nations that lost what they valued most because they
failed to adapt.”
You watch the audience, not just Bendi.
“I certainly agree with you that our library has
served the town well over the years because the staff
cared so much about literacy and learning. It’s hard for
me to imagine why we would want to change that. But
if we don’t give our people the latest tools that can help
the institution truly stand for literacy and learning,
we’ll be selling the future of our city short. Over time,
45
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 46
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
people in the town would notice the lack of tools and
deteriorating staff and stop using our library. And so,
what we have traditionally valued would gradually disappear.”
He pauses, seemingly to catch his breath.
“Anyway, I think what we need is in our proposal—to
help the library uphold something that is so important
and that it has always stood for. I suppose that sounds
a bit convoluted—we have to change in some ways in
order to remain the same in other ways. But I can think
of many examples of where traditional values were lost
because people didn’t change with the times.”
He doesn’t say “like Mike Chapman’s hardware
store,” but you notice a few people glancing over at one
of Mike’s retired employees. He is giving Hank a look
that seems to say, You’ve got that right. It’s a shame
Mike’s son didn’t.
BEFORE BENDI CAN MAKE ANY COMEBACK, Lookus
Smarti stands and says, “It seems to me your plan is
too simplistic.”
He makes “simplistic” sound more like “moronic.”
“A few computers are being proposed as a silver bullet to solve the complex challenges you yourself admitted libraries have these days.”
Neither you nor Hank said anything about a silver
bullet.
“I agree that good computers in the library would be
convenient,” Lookus says, “but does this even matter
46
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 47
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART TWO
when most people have their own computers at home
these days?”
Poor kids don’t. Neither do some of the older people
on fixed incomes.
Lookus continues. “The real key to excellence in a library is complex. It involves the quality of the librarians, their pay and benefits packages, the quality of the
books, the use of limited space, the maintenance on
the building—well, I could go on and on.”
You wish he wouldn’t. Of course, he does.
“You don’t seem to understand that. It’s absurd to
suggest that a few new computers are some sort of
magical, zirconium bullet.”
Lookus sits, looking smug. Your mind wanders for a
second. Is there a metal called zirconium?
You try to concentrate. What is he saying? One
simple plan will not single-handedly cure all ills. True,
and no one behind this idea has ever suggested you
are trying to solve all problems with the computer
proposal.
Hank says, “Lookus, if we have presented this idea
in a way that sounds as if the new computers will take
care of the library’s many challenges, then we presented it poorly. Excellence requires quality books, efficient use of space, good but inexpensive maintenance,
and, most of all, great staff.”
Last night, Hank told you a memorable story about
one irritating man in his company who often shoots
down ideas by saying they are “hopelessly simplistic,”
47
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 48
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
given the complexity of some problem. Hank also
shared with you the most effective way he had seen for
dealing with that sort of attack.
“Lookus, the library staff has asked for help with the
specific problem of the computers, and that’s why we
are discussing it. They know, and we know, it’s only one
piece of a much bigger picture, but a piece where we
were fortunate enough to find a great opportunity to
make a contribution.”
Hank smiles softly. “So—no magic zirconium bullet
here. That would, indeed, be an unrealistically simplistic solution. The proposal is just one piece of a much
bigger picture, the center of which is always good people doing what we need them to do and what they
themselves believe in.”
The head librarian is now broadly smiling.
Your brain is, once again, moving at near light
speed. Smiling librarian = good. An unending series of
grenades sent your way = bad. Hank’s handling of the
situation = superb so far. Pompus looking alert and
crafty in the third row = exceptionally annoying.
Hank is doing no more than what he described to
you last night. Yet you are still amazed at how well he
is dispatching the zingers using his basic formula of
respecting everyone, keeping his answers simple and
sensible, constantly watching the entire audience, and
(apparently) using the detail in his 3 pages of notes.
You glance at the table in front of Hank. Just 3 pages,
not 33 (or 133)!
48
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 49
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART TWO
You notice a neighbor in the first row staring at you.
He has been having a very tough time. After being laid
off two years ago, for fourteen months he passed job offers below his skill level until he found a good position.
Tragically, that company then ran into an economic
stone wall and he was out of a job again. Tonight, he
looks beaten. He has two kids and little chance of a
home computer that is better than the inadequate ones
currently at the library. It’s sad. And unjust.
YOU COULD USE ANOTHER FRIENDLY COMMENT from
the audience. But the only hand up is from . . . Avoidus
Riski. Hank calls on her.
“I’m worried,” she tells the audience, “because no
one else does this. Do they? I mean, if this was such a
great idea, why hasn’t it been done already?”
The man to her right makes that sort of expression
with his face that we associate with, “I hadn’t thought
of that.”
Avoidus continues. “My guess is that as we move
along, Centerville Computers will come to realize this
is just not a good marketing investment and the whole
deal will fall apart.”
She sits.
Hank says, “Avoidus, I agree this is a first in Centerville. But, as they say, there is a first time for everything.
I know similar arrangements must have been made in
some other towns, although, I grant you, not exactly
like ours.”
49
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 50
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
You focus. What may have changed recently that
would make this sort of deal more practical or advantageous today than in the past? Hank is clearly on the
same wavelength, since he says, “I recently read that
the tax treatment for such ‘promotional’ donations has
just changed, making it more favorable for companies.
That may be one reason that other cities have not previously done this.”
You try to think of a better example to add to Hank’s.
Nothing occurs to you. But maybe it doesn’t matter.
“And generally,” he continues, “organizations like our
library do have to get more creative these days because
so much does seem to change. Overall, I think it’s great
that we might be at the leading edge of something.”
It occurs to you that you thought of how Hank would
answer before he did so. That makes you feel good (and
your anger goes down a notch). You’re learning.
TWO MORE PEOPLE SPEAK UP TO endorse the proposal.
We’ll skip the details since all they really say is, This is
obviously a good idea; we should vote yes now.
But then . . .
Pompus smiles his good-natured smile and once
again stands up. He looks toward Hank but ever-soslightly avoids eye contact with him. “I do appreciate
the effort a number of you have expended on this, and
your answers to my earlier concerns have been comforting. But, I fear that there is still a fatal flaw in your
plan, of which you seem to be unaware.”
50
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 51
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART TWO
He has something in his hand.
“I have here a newspaper article, from last year, concerning a house fire which was caused by a malfunctioning computer. The computer in question was
purchased from . . . Centerville Computers.”
He looks highly concerned and oh-so-caring about
his neighbors.
“It’s clear you were unaware of this problem, or in
the interests of full disclosure, you would have mentioned it by now. This is worrisome because I wonder
what other issues may have been overlooked in the
haste with which this plan has been formed. Under the
circumstances, I think we would be well served if this
proposal is referred to the library safety committee in
order to ensure that we will not be exposing the facility
to any unwarranted risk.”
You know nothing of that fire, but Pompus must
have known for some time. He could have alerted you
in advance so you could have checked to see if there
was any real issue here. But he chose to try to embarrass you publicly with a gotcha, all the while offering a
gracious, statesmanlike smile.
A few people in the audience do suddenly look concerned, but more of them look annoyed. Are they getting tired of Pompus’s antics?
Your mind moves like a racecar (you’re getting better at this). Hank (or you) could respond to this latest
attack by saying that one instance proves nothing
(which is true). But Pompus would then have you on
51
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 52
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
the defensive and could say something like, “Well, yes,
that is obviously true, but imagine a fire, it grows out of
control, someone is hurt. What if the someone were a
child or Miss Henley?” Miss Henley is one of two assistant librarians. She is sweet and grandmotherly and
very popular. So then you say . . . what? The probability
of such an event is low? The hospital is not that far
away?
Hank says, “First of all, thank you for your kind
words about appreciating my effort, but I must emphasize they don’t apply just to me—a large team has developed this plan. Thanks, everyone.”
Hank’s response is clever. So, Pompus, you are attacking a whole team of people whom you suggest are
all killers of children and nice elderly women.
“And thanks, Pompus, the fire you mention is also
helpful to hear about—we are still on the lookout for
things to double-check as we move ahead.”
Ha! You chime in for the first time: “Actually, that’s
why we sent out the plan in advance of the meeting, so
we could check out any such concerns beforehand.
Previously no one, not even the fire chief, has expressed any safety concern about the offer from Centerville Computers, but now we will certainly look into
it as you suggest.”
The fire chief is respected in the town. You continue:
“I can say, though, that numerous other potential concerns have been brought up in advance and all have
been easily addressed. I’ll bet the same will be true in
52
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 53
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART TWO
this case—after all, these are standard safety-approved,
name-brand computers. I really don’t think we need to
ask our safety committee to review the work of Underwriters Laboratories. But, of course, we will look into
this.”
And just in case there are other such credibilitychallenging gotchas lurking in the audience, you
quickly add, “And if anyone else has not had a chance to
tell us about anything that might sound like a serious
problem, just let one of us know after the meeting
tonight or tomorrow. We will check it out immediately. If
there is a problem, I’m confident someone will find a
creative solution—which is what has happened with
every single potential issue we have encountered so far.”
You worry for a second that what you said may have
been too rat-a-tat and not appropriately respectful. But
Hank nods reassuringly. And adds nothing.
Maybe you are getting the hang of this.
DIVERTUS ATTENTI JUMPS UP AND SAYS, “These seats
certainly are hard.” He smiles. “I, for one, would appreciate another break. Maybe twenty or, better yet,
twenty-five minutes this time. I know a group of us
could use this opportunity to talk about another proposal facing the City Council.”
You see where this can go and speak up without
even looking at Hank.
“I think people want to get home soon, so let’s stick
to the whole point of this meeting.”
53
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 54
For the exclusive use of A. GUPTA, 2021.
THE CENTERVILLE STORY
You see a few people squirming in their (hard,
wooden) seats.
“But maybe a five-minute stretch-our-legs break is a
good idea.”
Hank nods, Divertus frowns, and people start to
stand up.
WHILE THE MEETING IS IN RECESS, you grab Hank and
duck out the rear entrance of the hall to get away from
the swarm of well-wishers, distracters, and advice
givers who will no doubt try to descend upon you.
“You’re doing great,” you tell Hank. “But when are
they going to give up?”
He shrugs. “First of all, we’re doing well. It’s not just
me anymore. And keep in mind that ‘they’ are only
about ten percent of the crowd. You are right, though;
they are being persistent.”
Hank looks at the notes he has in his left hand and
says, with remarkable calm, “There are a lot more ways
that people could pull this off track.”
You look at Hank’s notes. You see his cryptic handwriting, describing attack after attack:
• This puts us on a slippery slope!
• It doesn’t go far enough.
• It goes too far!
• You can’t have it both ways! First you said . . .
54
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 55
For the exclusive use of A. GUPTA, 2021.
SAVING THE DAY IN CENTERVILLE, PART TWO
• It’s just too much work, and we are already overloaded.
• You’ll never convince enough people.
• We’re not equipped to do this. We don’t have . . .
Hank sees your expression and says, “Yes, these can
be disruptive. But there are simple, honest responses
to all of these concerns, too.”
You hear a noise. Someone is coming, and a voice
calls out, “Hank, are you out here? We’re ready to start
again.”
55
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 03 039-056 r2 sp
7/12/10
12:46 PM
Page 56
For the exclusive use of A. GUPTA, 2021.
This document is authorized for use only by ATUL GUPTA in 2021.
Kotter 04 057-070 r1 rr
7/12/10
12:48 PM
Page 57
For the exclusive use of A. GUPTA, 2021.
4.
saving the day
in centerville,
part three
When you walk back in the door, you catch sight of a
woman whose teenage daughter you met twice while
working on the library proposal. You don’t know the
mother, but you know she’s having a tough time.
Divorced? Unemployed? Health problems without
much insurance? The chances are very slim that the
girl has easy access to a top-quality computer and
printer with high-speed Internet access.
You clap your hands and people in the room stop
shuffling.
The chair says, “Well, then let’s continue.”
Lookus Smarti is on his feet immediately. “As I have
been listening to the conversation, it now occurs to me
that we have really tried this sort of arrangement
before and it didn’t work. I’m surprised I didn’t think of
it earlier.”
57
…

Order an Essay Now & Get These Features For Free:

Turnitin Report

Formatting

Title Page

Citation

Outline

Place an Order