Thus, we need organizations to get the job done 

We need to build systems to work within the needs of a complex organization

AND THEN focus on the technical elegance of tools.

Resistance to change implies actions counter to our shared purpose.

View resistance as a useful indicator.

Understand resistance indicates a legitimate reaction.

Encourage legitimate reactions and then respond to the legitimate reactions -- openly.

Recognize some people are seen as outsiders and not credible or worthy of trust.

Facilitators build clear pictures of the organization.

Organizations include people, procedures, & programming – and more.

Stated in a slightly different manner, we need training, techniques and tools.

Help validate the stated cost versus benefits.

Demonstrate how new tools help solve a real problems.

Help transform feelings into thinking and thinking into needs.

Recognize the fear of people to social uncertainty.

Ask what happens to old formal/informal relationships?

Ask will their own knowledge become obsolete?

Ask where they fit into the new system?

Ask what is going on?

Involve people – meaningfully.

Provide training.

If  I think a project is unreasonable and I want to sabotage it then:

• Don’t resist openly -- just do nothing
• Given the natural complexity, nothing may happen
• Complicate and expand the project.

If I want to counter the sabotage then:

• Build credibility
• Understand the organization
• Develop a joint contract for change
• Encourage resistance
• Define operational goals of the system
• Keep the design simple and well phased
• Implement a pilot project
• Involve users designers
• Get feedback.