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Reflections on Decision Making

     Avoiding framing traps would be impossible without some level of self-awareness. The deeper and longer we are self-aware, the better the opportunities to identify these traps. In becoming aware that certain framing traps exist, we can counter them with specific strategies and tools (Hoch, Kunreuther & Gunther, 2001).

     Avoiding Frame Blindness (Hoch et al., 2001), can be accomplished through increasing awareness about your own perceptions, and looking into others' frames for comparison against your own. In addition, having an open mind to allow for other ideas, can also help in breaking down mental barriers you did not know existed. In addition, an earnest search for established assumptions based on experience can also help in avoiding this blindness. For example, when I entered college, I knew I was there for the Men's Varsity Gymnastics team, but also what became equally important, was working to earn a Bachelor's degree in Physics. My perception in my academics was that it came second to my training, and therefore my focus and priority was on the gymnastics team.

     Although I always made time to get my homework completed, my time-management suffered, leaving me doing homework late at night, and sometimes the day it is due. When I discovered academic athletic awards from looking at historical university plaques, I learned that I could possibly be removed from the gymnastics team if I did not keep a certain cumulative average. In becoming aware of these athletic provisions and awards, I was able to re-prioritize my efforts and shift my frame of thinking to academics first, and gymnastics second. The perception on my gymnastics changed for the better even though my primary focus was now on academics. The risk here was that my gymnastics could possibly suffer. It turned out I stopped trying so hard in the gym, discovering new gymnastics skills came easier to me than I ever knew!

    A second way to avoid framing traps is to evaluate your biases that come from unconscious filtering of valuable information, ideas, and perceptions leading to an Illusion of Completeness (Hoch, et al., 2001). When we unconsciously overlay thoughts and ideas that we tend to favor on top of an existing, or current perception and act on making decision believing we have all the appropriate information needed, we have fallen into an ill-perceived framing trap.

In order to avoid this trap, we need to always understand that we bring positive and negative perceptions from past experience with us into new experiences. Sometimes we recognize a pattern and assign a previous frame to it, influencing our decisions. However, it is here, we need to give each recognized pattern the opportunity to offer us a unique experience. Being aware of what biases we could be possibly assigning this new pattern, can help keep us from falling into this trap. Case and point: In attempt to feel more relaxed at my first joint operations brief, I took what I knew from previous meetings and kept them in mind as I entered this new brief. As I looked around gathering others' behaviors and concerns, I came to realize that my previous experience was not going to apply. Everyone around me was considering multiple sides of a number of issues, whereas, I had only prepared to defend and support a single idea with respect to sensitive activities training with another country. In attempt to keep myself from looking foolish, I immediately dropped all biases from my thinking, leaving me with an open mind to speak from my experience. The risk here, was that I still would not be able to connect on the same page with those at the table.

     As I shared my pros and cons on the different training programs over four different countries, I had sparked a new productive discussion on authorities and permissions that allowed for multiple training types to occur in a single country, and afforded myself a new fresh, un-tethered perception of what appeared to be a familiar environment.

     A third method of avoiding framing traps would be in preventing overconfidence in one's own frame (Hoch et al., 2001). We tend to feel overconfident within our own frame while undervaluing that of others in support of our own. Even given the knowledge of another perspective, I feel the rigidity of the ego keeps one's own assumption that their own frame is still more valuable than another. For example, shortly after getting married at the age of 34, I had consistently defended a frame of thinking with respect to deciding to purchase a truck. I felt I had earned it over the years, and that it would serve the family in a practical manner for years to come. In feeling this way, I was quite sure that my perspective was more correct than my wife's. However, given some time to consider her frame, and where she was coming from, I increased the value of her frame over mine, and made a different choice. The potential risk in making this adjustment was perhaps never realizing my dream truck. I now own that truck with no regrets.

     In the case of each of these traps, I was able to identify inconsistencies, and obstacles within my own frame, and allowing enough flexibility to make a shift, or change from the current framework at the time to one that proved to be more valuable and effective. From these experiences, I am now able to enter into similar situations with a greater sense of awareness, and openness to shifting frames than I had before.

     These examples taught me that my experiences alone will not always serve me, other perspectives may be more valuable to me than the one I have for any given situation, I need to remain self-aware of assumptions, biases, and the steadfast holding of ideas from similar experiences, and to give myself the consideration of creating a Joint Fame (Hoch et al., 2001). Some tools I would have implemented had I been aware of them would be the Joint Frame, Prospective Hindsight, Assess the Mental Images, Key stakeholders, and Reference Point Analysis.

     I have learned that while I would like to believe my frame has enough value to go forward and make choices based on it alone, it is more valuable to exercise self-awareness to correct assumptions, biases, and specific perceptions I may carry. In addition, keep an open mind to receiving other frames of reference and perspectives to create a more well rounded, and flexible frame myself in hopes to make a wiser decision.

References: 

Cotter, M., Elliot, J., Harris, D., Paris, K., Thayer-Hart, N.,...Zanzig, A. (2007). Facilitator tool kit: A guide for helping groups get results. Retrieved from http://oqi.wisc.edu/resourcelibrary/uploads/resources/Facilitator%20Tool%20Kit.pdf

Courtney, H., Lovallo, D. & Clarke, C. (2013, November). Decision making: Deciding how to decide. Retrieved from https://hbr.org/2013/11/deciding-how-to-decide

Hoch, S. J., Kunreuther, H. C., & Gunther, R. E. (2005). Wharton on making decisions. (1st ed.). Hoboken, NJ: John Wiley & Sons Inc.

Petty, A. (2011, March 9). Management excellence toolkit-3: How to frame your decisions for success. Retrieved from https://artpetty.com/2011/03/09/management-excellence-toolkit-part-3-how-to-frame-your-decisions-for-success/

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How To Make Choosing Easier

     For years, when confronted with more than three options, or courses of action, I often found myself taking longer than usual to work out the decision-making process that would render a choice that I would typically not regret.  I have become better at eliminating extraneous and irrelevant information, mentally organizing and weighing of the values between the remaining options, and have chosen based on experience, intuition and logic.  However, the time it takes to make these decision, at work as well as home, depends not only the impact of the second, third, fourth, etc. order of effects, but also the number of options from which I start with.

    When presented with an abundance of options from which to choose, heuristics will usually provide me a quick way to filter out what I would normally consider not an option, and quickly label those remaining in hopes of supporting a wise decision. With heuristics, pattern recognition and filtering based on experience may be skewed to the new problem set at hand. In attempt to adjust my heuristics in the future, I will work to practice cutting out the extraneous, redundant options, concretize the options in order to understand the consequences of choosing them, categorize remaining options in attempt to visually and mentally understand what I am choosing, and condition myself to deal with complex choices by working fewer, simple options first, then work to choosing more complex ones (Lyengar, 2011).

     While working to modify heuristics with new experiences, patterns and information, it is important to understand that though heuristics serve a purpose, they may lack vital information, contributing to errors in decision making (Milkman, Chugh & Bazerman, 2010).

     In my personal life, when presented with a large number of options from which to choose, my inclination is to cut out and eliminate all potential options that through some quick, but thoughtful analysis, do not apply, or are less valuable (Lyengar & Agrawal, 2010). For example, when choosing between different types of socks to purchase, I quickly look at and identify what I do not like to wear, so that they will not be part of my decision-making process when considering what to buy. With so many options from which to choose, it saves a great deal of time.

     As part of a military unit, I look to fully understand a problem set in order to more clearly see what my options are. Once my options are identified, I evaluate what impacts come from each option, if chosen, and determine if the outcome resolves the issue based on experience and intuition. When an option proves to render a satisfying result above all others, a decision is made. In this sense, it appears I utilize concretization in order to vivtize my options and understand the consequences of each if chosen.

     In conclusion, it is my intention to improve time-management for myself, so as to allow when possible, the time to apply the four principles; cut, organize, concretize, and condition, in order to develop a new, more deliberate decision-making process (Lyengar, 2011).

References

Lyengar, S (2011, November). Sheena lyengar: How to make choosing easier [TED Talks Video]. Retrieved from http://www.ted.com/talks/sheena_iyengar_choosing_what_to_choose#t-869622

Lyengar, S. & Agrwal, K. (2010, November 23). A better choosing experience. Retrieved from http://www.strategy-business.com/article/00046?gko=13ead

Milkman, K. L., Chugh, D. & Bazerman, M. H. (2008). How can decision making be improved? Retrieved from http://www.hbs.edu/faculty/Publication%20Files/08-102.pdf

    

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Multistage Decision Making

     In my experience, the decision-making process varies, depending on the value and complexity of the problem at hand.  If I determine getting fuel for my car now would be an inconvenience, I would quickly assess to find the next opportunity in the future and determine if that time is too far away, or not, based on the fuel I have remaining. If the time identified in the future was plausible, the impact of choosing the date in the future would be minimal, and I would simply get fuel later, making the impact to be less of an inconvenience now.

     In another scenario of deciding to wake up to my alarm, or select snooze for 10 minutes depends on the reasons as to why I have my alarm set. The value of getting up on time (initial alarm) for making breakfast is less than the value of getting up on time for work. Upon waking to the alarm, I quickly assess how I feel and determine, if tired enough, if 10 more minutes of rest will negatively impact my schedule, or if I need to make an adjustment in my morning routine.

     In both of these cases, if left at the single stage of determinacy, could prove to be a very inconvenient decision if other factors are not taken into consideration to calculate a better outcome with less potential for a negative impact. For example, if while at work, I was asked to attend a meeting on the other side of town, in the opposite direction of the nearest fuel station, I would potentially run out of fuel before ever making it to the meeting, leading to a number of new problems to contend with, besides missing the meeting. If choosing to hit the snooze button for another 10 minutes, I could possibly sleep through the next alarm, and run late for work knowing traffic gets worse the more I delay.

     In my heuristics, I often find myself thinking more on what factors I am leaving out and how they would impact the outcome of my decisions. The decision to do this comes from experiencing too often the negative impact of factors not considered during the decision-making process. However, at the same time, a parallel experience of utilizing my intuition (pattern recognition) offers a quick reference to help offset any feelings of uncertainty. If I can intuitively recognize a problem and recall experience to support the decision-making process, more time can be used to address any myopia related to multistage decision problems (Hoch, Kunreuther & Gunther, 2001).

     Being myopic in my decision-making process impacts other people in my workplace, as well as those at embassies in other countries. Recently, I was given the choice to send money with another service member to a country in Africa, or to have it sent via diplomatic courier at a small cost. I knew getting the service member to bring the money with them would be quickest, and would have it immediately available to the, the amount they could bring would be limited. The impact to having the service member take the money with them is a new request in the near future for more funds to be sent to them via diplomatic courier. I would also have to take into consideration the fact that the service member may come under some scrutiny during customs in Africa, resulting in delays and potential negative impacts associated with the United States and that country. however, if the amount transported by the service member is under $10,000.00, scrutiny in unlikely.

     The rule of thumb here has traditionally been to send the funds with the service member, so the service member can immediately make use of the funds as needed. On one hand, there is the value of being able to get to work with funding immediately, with a potential for financial scrutiny at customs, possibly impacting strategic relationships. On the other hand, there is the value of the U.S. Embassy and country team relationship utilizing a secure and accepted diplomatic courier to send the money preserving diplomatic relations, despite a two week delay in the arrival of the funds, and minimal cost for the service. In this case, the cost for the diplomatic services over time outweighs the probability of issues that can creep up at the customs office. 

     Considering future consequences of either decision, my intuition tells me to avoid sending the funds with the service member, given the option to send funds securely with a two week delay. The service member can use the two weeks to continue building rapport with the country team personnel and become familiar with their new environment and work requirements. Every six months when a new service member rotates out, and a new one rotates in, a review of these two choices, to send funds via service member, or send funds via diplomatic courier, will be made to account for any changes that may occur.

     In comparison between the current decision-making processes I use now, and the dynamic decision-making process mentioned in chapter three of our reading, that the two may be similar. The two assumptions, Accumulation of Knowledge, along with a Decision Policy, are used in my decision-making process already with respect to certain choices. In other cases, a Decision Policy may not be in place. However, I can definitely see, if applicable, the benefits in having one, and will look for opportunities to create them. However, considering dynamic programming, as appealing and attractive a formal mathematical formula is to me, it is unlikely I would replace any of my heuristics, and save the process for when time allowed, and the decision is valuable to me. Nevertheless, the dynamic programming process would most certainly improve my decision making, knowing that all the accumulated information and decisional factors are taken into account (Hoch, et al., 2001).

     The impact of the dynamic decision-making process on forward planning is the identification of the relationships between impact and decision policy over time. Applying optimal dynamic decision analysis to predict future impact of today's decisions, I would first look at myself for any assumptions and biases I may hold with respect to the problem and its components, and determine if the analysis process in fact applies, all the while paying attention to my intuition. I would also look at possible future impacts (removal of possible myopic tendencies), so as to foresee as many probable outcomes as possible during the analysis process (Hoch et al., 2001).


References:

Hoch, S. J., Kunreuther, H. C., & Gunther, R. E. (2001). Wharton on making decisions. New York: NY. John Wiley & Sons, Inc.

Bogacz,R. Brown, E., Moehlis, J., Holmes, P., & Cohen, J. D. (2006). The physics of optimal decision making: A formal analysis of models of performance in two-alternative forced-choice tasks. Psychological Review 113(4), 700-765. DOI: 10.1037/0033-295X.113.4.700.

     



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The Secret Structure

     In my upcoming presentation, I plan to convey my future story by showing an event-based journey developed by concepts of milestones I have imagined throughout my life. In creating this presentation, I will attempt to display not so much a timeline, but an event line that travels off into the distance, or future where it climbs from the frozen tundra up to the peaks of mountains, and then down to the end of my physical future. 

     My presentation somewhat follows Duarte's (2011) description of Freytag's Dramatic Story Structure where there is an exposition, a rising action, a climax, a falling action and a denouement. However, I also feel if the presentation was to be broken down into smaller finite segments, we would inevitably see the structure of Duarte's (2011) likeable hero that meets roadblocks, and through mentor-ship, emerge transformed. At the same time, Smith (2013) says to "keep your speech simple, with a clear beginning, middle and end."

     The presentation provides an account of how I see my life unfold into the future from now as the starting point. As time goes on, a new conceptual stage appears describing how things in my life are in hopes of turning out, providing the positive tone and motivation to work and live towards these phases. The purpose of this model is to show that a positive forward-looking perception attracts positive events and helps maintain a positive outlook even during times when roadblocks are encountered, because the next event is already positioned to be a positive stage.

     In learning how people react to great speeches and presentations through contrasting and comparing between what is and what could be, it is easy to see how people would want to buy off on what is trying to be sold-namely the what could be. Beard (2011) states, "for oratory to be really powerful, it has to be about something that matters, and it has to be the real words of the person making the speech." I see sharing my future is contrasting events of what may be, as in the most likely, and what could be if we only...persevered, continued to support our idea, shared our thoughts, took calculated risks, etc. 

     It must be understood that these great speeches and presentations are shared by those who have lived a great deal of what they have shared and have done so passionately. It is through knowing and feeling so strongly about something, that it becomes about the principle and its purpose in being presented. It is the belief that this idea shared must be accepted based on the contrasting information between what is and what it could be, the excitement and passion behind the idea, and because a person with a very relative, popular and positive reputation is the one supporting and pushing it.

     A great presentation can replicate great speeches in that it can also show contrasting ideas through a passionate, and well-structured delivery. Brady (2013) shares that "you need to deliver the message with passion and charisma." Making the audience the hero that needs the help of the presenter to clear the obstacles so they can see the greatness of the presenter's idea, establishes trustworthiness. Presenting the idea through story helps the audience connect with the information in a personal sense, providing clarity and understanding for buy in. In future presentations, I will incorporate this structural pattern representative of great speeches.

References:

Beard, M. (2011, February 25). What makes a great speech? Retrieved from https://www.theguardian.com/books/2011/feb/26/kings-speech-oscars-mary-beard

Brady, A. (2013, may 9). What makes a great speech? [Web log comment]. Retrieved from http://www.huffingtonpost.co.uk/dr-arlo-brady/what-makes-a-great-speech_b_3854861.html

Duarte, N. (2011, November). The secret structure of great talks [TED Talks]. Retrieved from http://www.ted.com/talks/nancy_duarte_the_secret_structure_of_great_talks#t-1051706

May, K. T. (2012, October 31). How to give more persuasive presentations: A q&a with nancy duarte. [Web log comment]. Retrieved from http://blog.ted.com/how-to-give-more-persuasive-presentations-a-qa-with-nancy-duarte/

Smith, J. (2013, August 13). How to give a great speech. Retrieved from http://www.forbes.com/sites/jacquelynsmith/2013/08/13/how-to-give-a-great-speech-3/#b1baf5d4da07

    

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A Different Kind of Leader

     In today's military, it is obvious to see the changes that have taken place in leaders over the last 70 years. In the past, communication typically was conducted from the bottom up. Whereas, in contrast, it now flows more equally top down as it does bottom up, ensuring a more well-informed community across the board. As a Chief Petty Officer, a senior enlisted rank in the United States Navy, I have been able to witness first hand the leadership amongst the officer ranks, as well as the leadership from the enlisted ranks. I have found many different leadership styles used throughout my community, to include Transactional, Transformational and Servant, as well as a combination of these (Cintron, n.d.).

     Going into my 17th year, I have already begun incorporating a Transformational leadership style by taking our task oriented environment, and meeting twice a week with all staff in effort to make each other aware of one another's schedules, intentions, and ideas. From these meetings, I am able to coalesce everyone's schedules, discuss their individual, and or group intentions, and provide a collaborative atmosphere for new ideas to flourish.

     Personally, I have been engaging with my leadership, peers and subordinates on a level playing field. Meaning, I have been approaching each staff member with equal respect, an open mind, and an energetic disposition. I feel having a positive energetic feeling about yourself is a contagious feeling. This does not mean that we push our energies, or agendas on other, but merely present it. It has served me well. Creative Commons (as cited by Burns, 1978) "defined transformational leadership as a person’s ability to engage others for the purpose of building motivation" (pg. 2).

     Going forward into the last five years of my military career, I intend to take the transformational aspect of my leadership style it into high gear by creating a culture of transformational leaders. ""It is not about sustaining the status quo, but aims at constant improvement at both the personal and organizational levels (Steinwart and Ziegler, 2014, pg. 54). It is my plan to  keep in the practice of ensuring leadership is not dependent on rank, that our leadership works with the greater community at large, and not ignore it, and is in keeping with personal integrity and authenticity (Denning, 2011) practices so as to set the example of what behaviors are expected and work in synchronicity, rather than against.

     By meeting with staff members individually, providing them with work ethic expectations in a motivational manner, each member could potentially grow using their own methods to engage and interact with each other in order to accomplish personal and professional objectives. Cintron (n.d.)states  "The essence of transformational leadership is the capacity to adapt means to ends to share and reshape institutions and structures to achieve broad human purposes and moral inspirations."

     If staff can learn to use their personality style with this effective leadership style, we can grow a community of transformative leaders from the mildly meek and quiet, to the boisterous and loud. It is merely a matter of integration of collaborative desires and understanding personalities, so as integrate one another's intentions and honoring them.

References:

Cintron, (n.d.). Leadership styles in the  military. Retrieved from http://yourbusiness.azcentral.com/leadership-styles-military-25296.html




Creative Commons, (n.d.). Transformational Leadership. Retrieved from http://www.langston.edu/sites/default/files/basic-content-files/TransformationalLeadership.pdf

Denning, S. (2011). The leader’s guide to storytelling: Mastering the art and discipline of business narrative. San Francisco, CA: Jossey-Bass.

Steinwart, M. C. & Ziegler, J. A. (2014). Remembering apple's ceo steve job as a "transformational leader": Implications for pedagogy. Journal of Leadership Education. p.54. DOI:10.12806/V13/I2/R3

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Cornerstones of Speaking

     In the past, my presentations used to be one dimensional, so to speak. That is to say, I would utilize a PowerPoint presentation and speak to it. I have learned much in the ways of tools that provide depth in giving a presentation. These tools include developing a technical presentation that can be brief from, or spoken to, clothing choice, body language, voice fluctuations and inflection, facial expressions, gestures, and the environment that surrounds you. The objective is to capture the audiences' attention, and keep them engaged. With the right combination of these tools used at the right time and proper technique, presenting can be a very rewarding experience.

     In the future, I plan to know the presentation material so well, that my focus will shift from the material to the audience, employing body gestures, catch phrases, pauses, expressions, and vocal tone, rhythm, pitch, volume, prosody, timbre, and register (Treasure, 2016). In this sense, I can focus on these techniques and their employment while engaging the audience, instead of just talking about something that be of interest to the audience, but become less interested due to the delivery of the information.

     In giving a presentation, I will also be looking to approach the material with a storytelling flair when engaging the audience. If my intention is to get the audience's attention, and keep it, I will need to focus on not just what I'm saying, but how I'm saying it, such as vivid and emotive language (Valmont, 2016). Using certain techniques carefully, so as not to over do it, can provide the speaker with the right amount of energy that can captivate the audience, ensuring their attention is on the information you are presenting visually and audibly.

References:

Treasure, J. (2013, May 13). How to speak so that people will listen [YouTube Video]. Retrieved from https://www.youtube.com/watch?v=dEkEAFaV818&feature=youtu.be

Valmont, M. (2016, July 24). Storytelling: How to tell great stories that engage everyone. [YouTube Video]. Retrieved from https://www.youtube.com/watch?v=dEkEAFaV818&feature=youtu.be

    

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Out of The Frying Pan and Into The...Fire?

     Why would anyone want to go from a bad situation to a worse one? The truth is, anything that is worth doing, is worth protecting. When an organization finds itself heading down a perilous path, that should be the indicator that it is time to jump ship. However, if the waters are shark infested, how do you expect to survive? It is imperative for the sake of an organization's survival that a contingency plan is in place; and one that is more favorable than staying on board.
    Metaphors in storytelling are extremely powerful in the sense that it can take a very complex situation and sum it all up to paint a very clear picture of something. In the case of my father, who has been plagued with respiratory illnesses most of his adult life from smoking, it was he who needed to be led to a life boat in order to save his life.

The Frying Pan

     In April of 2009, I received a Red Cross message through military channels while deployed about my father who has found himself in a medically critical status in Arizona (AZ) where he lived. After being flown out from Germany to meet him, I had come to understand the desperate situation he was in. My father was admitted to the Sierra Vista Regional Hospital in a comatose state after taking incorrect medication sent to him by the Veterans Affairs hospital in Tucson, AZ (his significant other had called the ambulance for him when he did not wake up in the morning). After gathering all the information on my father's current condition, I began to think about about life after the hospital, if he survives.

Assessment

     While my father was on life support, and being tended to by the medical team on a daily basis, I was staying with a nearby aunt. One day, before going to see my dad, I went to his home to look for the medication he had taken . Upon arrival, I was able to see the conditions he was living in. It turned out that his significant other had done nothing in the ways of cleaning for some time. I had looked everywhere to find the medication he was taking, but to no avail. However, I determined that the status quo was no longer an option where I was concerned. HMU (2008) shares that "Successful change starts with a sense of urgency" (as cited by Kotter, 1996). I considered this to be an urgent state of affairs. A life-style change was imminent.

Resistance

   After my father woke up, and was coherent enough to understand what had occurred, as well as the gravity of the situation, my wife (who flew out from Norfolk, Virginia to be with me), and I explained that we were going to move him from his place in Sierra Vista to Norfolk once he has completed rehabilitation. At this point, we were met with resistance, clearly expressed by the looks on his face. Craemer (2010) states that "change takes time because employees need to move through their own stages of denial, resistance, exploration and finally commitment." My wife and I explained all the pros and cons of staying in his home, vice coming to live with us. Painted in the proper light, the decision was a 'no-brainer', so to speak. My wife and I told him if he still wanted to move back to Arizona after a year in Norfolk, we would move him back on our dime. My father reluctantly conceded at first, understandably. "People don’t want to change. They don’t believe in the change. They often feel demoralized by change initiatives" (Stanleigh, n.d.). As time went by, and my father's health improved, we continued to share with him all the wonderful things to look forward to. After the initial shock wore off of leaving his home, he realized it was a much better situation we were providing him.

Growth

     Six years later, my father has enjoyed much growth in so many ways; he was there for the birth of both my daughters, has moved out after a year into an independent living community for 55 years and older, gets together with me on a weekly basis, has made dear, life-long friends, and travels with us to be with the rest of the family on occasions...things he has not done for over 22 years prior to moving to Virginia.

References:

Craemer, M. (2010, April 29). Workplace wrangler: Leadership and effective change initiatives. Retrieved from http://blog.seattlepi.com/workplacewrangler/2010/04/29/leadership-and-effective-change-initiatives/.

Harvard Management Update (HMU), (2008, February 29.). Change management: Leading change without a burning platform. Retrieved from https://hbr.org/2008/02/leading-change-without-a-burni.html.

Stanleigh, M. (n.d.). Effecting successful business change initiatives. Retrieved from https://bia.ca/effecting-successful-change-management-initiatives/.