Changing behaviours during improvement to deliver the change requires influencing people’s underlying mindsets. A very useful tool for determining how to change mindsets and behaviors is the ‘Influence model’. The model can be used for general change and also for changes needed for specific initiatives and is based on four major influencing factors:

• Role modelling the influence of seeing someone else do something differently – their leaders, colleagues or staff;
• Fully understanding what is being asked and that it makes sense;
• Reinforcing the desired behaviour with formal mechanisms including KPIs, reporting, or other underlying processes and systems;
• Ensuring the person can actually physically adopt the desired behavior – that is to say, it’s been explained to them how to do it and they have the necessary training and skills.

Both training and coaching fall into this last influencing factor and both play a crucial part in any improvement initiative or program.