HTS Project Manager Melanie Viquez presented Stages of Change through the Eyes of the Client before the Enterprise Project Management Office (PMO) at Parkland Hospital in Dallas last week. She discussed lessons learned from hospital transition and activation projects from the client’s perspective. Using the Kelley and Conner Emotional Cycle of Change model, Melanie walked her audience through the stages of emotional response that the client (and its project manager) undergoes as the project progresses. Melanie pointed out the perception of the project changes through the five stages of the model:
Stage 1: Uninformed Optimism where focus is on doing rather than thinking. The client is positive but unaware of the numerous tasks and coordination required for success.
Stage 2: Informed Pessimism where daunting emotions about the project surface as more project information is presented, and the client determines that seeking help is necessary.
Stage 3: Hopeful Realism where project familiarity helps push past the doubt toward problem solving.
Stage 4: Informed Optimism where the client establishes footing and feels confident with the choices made based on the guided experience and thoughtful partnership and finally,
Stage 5: Completion where reaching the goal translates into satisfaction knowing that the facility has worked through the problems and has brought about change.
Melanie reports that the presentation was well-received. She adds, “bringing hospitals to life through activation and transition planning is a labor of love. My commitment as a PM in this industry is to hold people accountable to become better project managers, share my experiences to build stronger teams, and encourage other PMs to work toward better collaborative relationships with their clients.”