Module 10 of 12 · Async + Virtual · 1.5 hours
Managing Change
Module 10 resources. Start with the written lesson and its three practice scenarios. Keep the Quick Reference open at kickoff and on every call where a client asks for something extra.
Module 10 throughline: Change management is a comparison against an expectation you set on day one. Build the five steps at kickoff, log every request, and open every change conversation with the words the client should hear first.Module Videos
Two videos, watched in order. Video 1, The Five Step Change Model, builds the change process at kickoff. Video 2, The Change Conversation, runs the four part conversation on top of it. Watch these first.
Available Open →Module Overview
The five steps, the agreement question, and the four part conversation, with three practice scenarios on common change requests. One read, about 15 minutes.
Available Open →Quick Reference Guide
The job aid. Print it. 7 things to do, 7 to watch out for, 7 to avoid, the Change Log fields, the four part conversation, and the two path script word for word.
Available Open →What you will be able to do
- ✓Ask the step one question at kickoff, record the answer, and open a Change Log the same day.
- ✓Put the review periods on the schedule your client sees, and state what closes at each one.
- ✓Answer “Does the agreement already include this?” with the four item package before you say a number.
- ✓Run acknowledge, check, return, choose on a live request, offer both paths without steering, and confirm the answer in writing.
Tools & resources
Tools & resources you will use
- Change Log (template with the Oakhaven example)
- Additional Service Request Field Resource
- The two path authorization script
- Project schedule with the review periods (carried in from Module 5)
- Module 10 Quick Reference
Listed items are the governance and operational tools tied to this section. Items marked “Participant generated” are built during the work.
The Archetype Lens
Change is where the People Pleaser gives away the fee.
Every additional service request is a client offering Grace more of the project. The People Pleaser does the work and never asks for the fee.
Competent Coordinator
Logs and documents instead of intervening. Trusts the meeting cadence over the timely call.
Obsessed Designer
Optimizes for the design. Treats budget, client ops, and team load as someone else’s problem.
People Pleaser
Leads with relationship. Says yes, softens bad news, absorbs cost to dodge the hard conversation.
Accountable Owner
Owns the intersections. Reads signals early, stops work, presents options, protects the outcome.
A client asks for a room that was never in the program.
Says yes on the spot, never logs it, and the team reworks the layout with no fee.
Says I would love to help you with that, checks the impact, returns the time and the fee, and lets the client choose a path in writing.
Meet the four archetypes in depth →