Stephen James Johnson led an engaging afternoon presentation on change management using the technique of motivational interviewing. An ordained pastor, emergency services chaplain and communications center manager, Johnson provides a framework for creating workplace change by changing our methods rather than trying to change people (which doesn’t work). The language we use in the communications center matters, so Johnson provided new language to use.

The fundamental elements of motivational interviewing, created by William Miller and Stephen Rollnick, are Partnership, Acceptance, Compassion, and Evocation. Using these elements, a leader can employ the tools of open-ended questions, affirmations, reflections, and summaries to set a framework for difficult, challenging, or motivational conversations. Open-ended questions help the leader understand the person’s point of view. Affirmations help the person reframe themselves and the situation in a positive light. Reflections hold a mirror to thoughts and beliefs expressed, helping the person clarify their meaning. Summaries are used to conclude and set the employee’s mind toward action.

Other tips include gaining permission to have the conversations, rolling with resistance, providing empathy, and developing discrepancies (helping a person understand the discrepancy between their intentions and their actions). Johnson invited people to express their potential skepticism or concerns about using these new tools, and affirmed those who spoke up. Johnson used audience interaction, personal anecdotes, and spot-on pop-culture references to keep everyone engaged throughout the session. He’s presenting two more sessions: Prepare Your Backpack: Emotional Survival For the 9-1-1 Professional and Managing the Multigenerational Communications Center, both on Wednesday.

By Jennifer Kirkland