• Knowing and reflecting on patterns of behavior in changes in people and organizations
• Recognizing and reflecting on the needs of people undergoing change
• Developing a common language – to deal transparently with different needs, attitudes, views and perspectives in change situations
• Recognizing the importance of personal responsibility and change motivation in change

• Knowing, reflecting on and fulfilling the role of leaders in managing change processes
• Recognize the nature and meaning of service excellence for your own service and develop your own attitude toward it.
• Analyzing and implementing day-to-day actions derived from the strategic realignment

In order to prepare the management team for dealing with and managing change, workshop sequences were developed and carried out together with CONTUR. In the workshops, both the basics of change management were taught and the content was applied to the respective change projects from day-to-day business, which were derived from the strategic realignment.

In terms of content, CONTUR recommended an introduction to the Four Rooms of Change Theory by Claes Janssen as an approach to transformation support. The change concept offers an ideal basis for gaining clarity on the different expectations of people in change situations. By engaging with the theory, the participating executives were able to recognize how they themselves and their employees prefer to behave during change.

Based on this, specific measures derived from the initiated strategy process were developed with regard to the necessary change management by executives.

As the project progressed, the workshop sequences were supplemented by an intensive examination of service excellence and cascaded down through the hierarchy to the employee level.