2020 has been a year like no other with the seriousness of the pandemic causing major shutdowns of businesses, employees being stood down, schools being closed and people unable to see loved ones for months.

One of the biggest challenges and in some cases an ‘eye opener’ for businesses was having employees all working from home. For some employees the pandemic has made them realise they can efficiently perform their role easily from home without the hassles of commuting to the office. For others, their home environments haven’t been conducive to working from home and need to return to the office as quickly as possible.

Now with the Victorian Government announcing there will be a staged return to the office, businesses have the challenging task of planning the transition of their employees back to the office.

It’s understandable you may have employees feeling nervous about potentially returning. However, others might be feeling ‘zoomed fatigued,’ missing the social interactions and building relationships with their colleagues and finding it hard to ‘switch’ off from work with it right there in their living room.

The transition needs to be well planned, a gradual process making sure to follow Government capacity and density restrictions and keeping the lines of communication open with employees. Employees will need time to adjust back as the work environment will be very different to when they left it.

Here are four key areas to consider when planning to transition your staff back to the office:

Health and safety

A comprehensive COVID safe plan needs to be in place to prevent any introduction of COVID-19. This needs to include health and safety processes to respond quickly to new outbreaks/infections, protocols to identify and track employees and their contacts if there is a confirmed or suspected case, guidelines for sanitation and physical distancing, personal protective equipment (PPE) required to be worn in the office space, and compliance of Government regulations and requirements. Office layout and maximum capacities for meeting rooms and lunch/breakout rooms will also need to be considered and comply with the Government regulations.

Businesses also need to consider how they will manage visitors to the office and have a process in place for employees returning to the office to provide a confirmation that they are well before entering.

Ways of working

To comply with capacity and density restrictions and to limit in-person interactions, businesses will need to evaluate the actual jobs to identify who needs to be in the office and who can continue to work from home. Businesses may need to consider staggered starting times or split times between remote and office shifts. It’s also important to have adequate systems in place to manage teams who have a mixture of people still working from home and at the office.

Team preferences

Alongside evaluating the actual jobs, businesses need to assess the mental health and wellbeing of individuals, their personal situation, transportation to and from the office and who is most at risk if there was a confirmed case of COVID-19.

Open and transparent communication

It’s important for leaders in the business to make sure they are consistently communicating about workplace changes and allow plenty of time for employees to be prepared to return to the office. Providing opportunities for open communication is vital so you can keep track of how employees are feeling about the changes and they know they can openly express any concerns or fears.

The approach to transitioning your employees will need to be well planned, gradual and there must be some allowance of flexibility as each employee’s circumstances will be different. Communication is the key in making sure everyone understands the health and safety measures and what is expected of them when entering the office.

 

Catie had the privilege to be invited to appear on ticker TV’s Black Belt Leader hosted by highly regarded expert in people leadership, Karen Gately from Corporate Dojo.

Black Belt Leader shares advice and stories to help leaders with challenging people management issues and takes a look into leadership skills great leaders need to positively influence others.

On the show we discussed:

What it takes to grow the leadership capabilities needed to inspire and influence people to be at their best.

What senior leaders need to do to support those they appoint to a management role to succeed.

Some of the biggest gaps in people management capabilities at the moment.

Are effective leaders born or can they be developed?

Ways senior leaders can support technical people to effectively step into a people management role.

Thank you, Karen and ticker, for having Catie on the show and also for the mention of the new Quick Start onboarding program launching soon!

Click the link below to watch.

https://www.youtube.com/watch?v=EB_Zut9-mZQ

Catie joined host Brenda Thomson on The Better Business for Good Company TV show (BB4G TV) to discuss the importance steps to consider in a return to work transition plan:

Key decision areas of health & safety, type of work, financial and staff preferences.

Managing the team and the changes.

Steps to consider to ease the transition.

Do your staff know what to expect when they return to the workplace or worksite?

Catch up on Catie’s episode now on the Better Business for Good Company website or click the link below to watch this episode on YouTube.

Here is the link to the BB4G TV full episode:

https://bb4g.co/reboarding-staff-post-covid-19/

If you have ever had to hire new staff you know how much time and money it can take to find the right person for the job. This is only part of the process. Once you have found that right person you want them to stay for the long term and not up and leave after a few months. It’s estimated that replacing a staff member can cost 3 or 4 times their annual salary.

Many businesses underestimate the importance of integrating and training their new starters from day one as well as creating a successful employee experience. The necessity of the administrative parts of the process when a new employee starts often takes centre stage. More important than ever is the concept of having the employee at the centre of everything you do and this starts with onboarding.

What is onboarding?

Onboarding is a formal process for integrating a new employee into the business – their role, their team, business operations and culture. A good onboarding process can help your new starter get up to speed quickly, alleviate uncertainty and any concerns, boosting their confidence and productivity from the start. An onboarding process will start before their first day and continue to their twelve-month anniversary and sometimes beyond.

Frighteningly, 40% of organisations rate their onboarding programs as less than moderately effective. On the flip side, companies with structured and standardised onboarding processes experience 54% higher productivity from their new staff, and twice as much engagement.

Why is onboarding so important?

Onboarding is the critical point for making your new starter feel valued, part of the team and setting expectations from day one. It bridges the gap between the candidate and employee experience and helps manage the social and emotional fears your new starter may have when starting a new job.

Three of the biggest benefits a good onboarding process can have is the increase in retention, productivity and employee satisfaction. An effective onboarding program can increase retention by 25% and improve employee performance by 11%.

Retaining your people

It has been reported that an average person will now hold almost 12 jobs before the age of 50. This means it can be harder for businesses to retain good talent. A way is making sure your employees are engaged from the very start. Onboarding helps your new starter understand your culture and core values and develop key interpersonal relationships to kick start engagement from their very first day. Businesses with highly engaged workforces are generally 21% more profitable than those with poor engagement.

Increase in productivity

An effective onboarding process will increase their productivity level faster and have them ‘up to speed’ with others in their team in less time. A solid onboarding process will include training the new starter in not only their job role and what is expected of them but also how their role aligns with the overall business and its values. This will in turn increase their engagement and motivation for staying on for the long term.

– Increase in employee satisfaction

More important than ever is the concept of having the employee at the centre of everything you do and this starts with onboarding. The old way of induction was very business compliance – paperwork, forms etc. A good onboarding process is built around the new starter experience which includes compliance but is not the focus. An employee centric approach allows you to take the time to learn and get to know the individual and develop that all-important relationship. If they feel valued and understood this will result in an increase in employee satisfaction and a smooth transition.

The onboarding experience is the critical opportunity for setting expectations on how their experience will be with you but also has the added benefits of increasing retention, productivity and satisfaction. First impressions count, so take the time to plan an effective onboarding process. With so many aspects of modern-day workforce management changing to more flexible models of operation, creating certainty for your new starters has never been more important.

 

Catie Paterson was a special guest on Shelley Flett’s ‘The Dynamic Leader’ podcast episode #31. Shelley Flett is a well-respected leadership trainer and coach, working with leaders to build high performing and efficient teams.

Passionate about supporting the next generation of leaders, Shelley has recently written a book ‘The Dynamic Leader’ which includes a model for leaders to find their own dynamic leadership style and what her podcast is focused around.

In the episode Catie and Shelley discuss two essential skills a great leader needs; empowerment and accountability. An empowered leader must feel and have control in their role so they can empower and build confidence in others around them to achieve the desired outcome. At the same time, leaders must be accountable for what they say and follow through with action.

How do you empower your team members to grow?

Thank you to Shelley Flett for having me on the podcast. 

To listen to Catie’s episode on the ‘The Dynamic Leader’ podcast, click the link below.

https://bit.ly/3ljsHac

Catie Paterson joined fellow small business owners, Peter Engelhardt, Zac Zawalski and Dr Linda Wilson, on the Better Business for Good TV show (BB4G TV) to discuss ‘all things culture’:

What exactly is company culture and what it is not.

  • The importance of culture in a small business.
  • How culture delivers to the bottom line.
  • What determines culture and how to change it.
  • What are ways you are maintaining or building your company culture?

Catch up on Catie’s episode now on the Better Business for Good Company website or click the link below to watch this episode on YouTube.

Here is the link to the BB4G TV full episode:

https://bb4g.co/bb4g-tv/

What a great experience to be involved in another episode of The Better Business for Good Company TV show! 

Catie Paterson joined host, Brenda Thomson, and fellow small business owners, Kerry Anne Nelson from Operation Verve and Damien Battersby from Proactive IT Solutions, on the Better Business for Good TV show (BB4G TV) to discuss employee onboarding.

On the show Catie discusses: 

  • Onboarding and the importance of culture in creating a successful onboarding experience for your new starters.
  • Experiences businesses need to include to welcome their new starters personally to participate in delivering on the company promises. 
  • Companies who include the key elements of culture and engagement in their onboarding processes, will see 34% of employees staying with the company longer than one year. 

Are you ready to give your new team members the head start they need?

Catch up on Catie’s episode now on the Better Business for Good Company website or click the link below to watch this episode on You Tube.

Here is the link to the full episode: https://youtu.be/qlKcxWmLFw4

Black Belt Leader shares advice and stories to help leaders with challenging people management issues and takes a look into leadership skills great leaders need to positively influence others.  

On the show Catie and Karen discussed: 

– What is self-awareness and why it is a critical skill of a successful leader? 

– What are the benefits of self-awareness? 

– What are the characteristics of a leader with self-awareness? 

– Why does it matter for a leader to have self-awareness?

– What happens if a leader does not exercise self-awareness and what impact does it have on the team?

– How do you develop self-awareness? 

– Simple tips for leaders to become more self-aware. 

Self-awareness is such an important skill and helps us build stronger relationships and be clearer with our decisions. 

Thank you Karen and ticker for having Catie on the show.

Click the link below to watch.

ticker full episode – to hear more about what Catie discussed on the show head to 19mins 40 seconds. https://bit.ly/36UvgZk

What a great experience to be involved in the first episode of The Better Business for Good Company TV show! 

Catie Paterson joined host, Brenda Thomson and fellow panellists, Raie Lyth and Greg Clarkson, talking all things on what businesses can do to survive and thrive post COVID-19. In this episode you will hear incredible insights from small business owners for small business owners.

Catch up on Catie’s episode now on the Better Business for Good Company website.

Thank you Brenda and The Better for Business for Good Company for having Catie on the show.

Click the link below to watch.

Here is the link to the BB4G TV full episode https://bb4g.co/bb4g-tv/

As restrictions start to ease and many businesses begin thinking about how their staff may return to the office, for some people working from home may not end when the COVID-19 pandemic does.  

Following recent conversations I’ve had with my clients, one thing that has been discussed a lot has been around productivity. Some businesses have seen significant increase in productivity when it comes to new working environments while for others technological challenges, lack of communication and routine, stress and uncertainty has led to reduction.  

It’s important to remember that during these times of uncertainty and change everyone reacts differently and not one day can be the same. For many leaders, this can mean a new way of working or even thinking a little differently to get the most out of your team on a regular basis. 

Here are three tips that might help your team to stay focused and boost productivity no matter the environment.

Focus on your long-term plans  

Over the last few months businesses and staff have been focusing on what impact situations like COVID-19 have on the short-term. When really, it’s important we shift that mindset and get people thinking about what the future looks like, where they sit and what role they will play. When employees feel a sense of purpose and feel part of a journey, they are more likely to be engaged and be in a more positive frame of mind.  

Re-connect your team  

For some teams, the dynamics might seem a little smaller or they may not have connected with each other for a long period of time. This could mean that your employees may have lost touch with each other or even what each other are working on, which can have an affect both personally and professionally.

During these times, it’s important that teams communicate on a regular basis and don’t just focus on work. People need to re-connect and start to feel part of a wider team again, no matter the size.

For example, you might want to implement a simple weekly stand up (virtual) meeting where each person talks about one thing they’re working on and one thing they did on the weekend.  

Have you set clear goals with realistic expectations? 

Over the last few months people’s expectations both from a manager’s and employees’ perspective have most likely shifted to accommodate different challenges around personal life, work life balance, home schooling etc.

As restrictions shift and kids start returning to school it’s a good opportunity to re-assess your expectations with your staff and set clear goals to help them engage and refocus their efforts, as well as understanding what you need from them.  

Just remember that not everything needs to change. Yes, you might start returning to the office soon or increasing your hours back to normal but don’t forget that during these last few months your business and your people will have adapted to new ways of working that might just be for the better.  

Embrace them and be willing to continue to change and adapt as we’re still not sure how long this pandemic will last for or whether we’re at the end. 

Leadership is an essential skill that is critical in many aspects in life, from a Chief Executive Officer (CEO) or founder of a company, a project leader on a building site, an office manager, president of your local football club or on the board of your industry association.

No matter what role you are in, a good leader is one that brings about positive change, has a growth mind set to really make a difference and has the ability to inspire others to achieve the vision and goals.  

What is leadership?

Many people think of leadership as the title someone has such as the Managing Director of their company or their ‘Team leader,’ but leadership is more than just a title.

Leadership is an important interpersonal skill and the ability of someone to be able to positively influence others and direct them towards achievement of shared goals. 

A strong leader is able to engage their people to maximise their people’s potential to be better, communicate effectively, regularly solicit feedback and new ideas and have the ability to problem solve and react quickly to the changing environment.  

Leadership versus Management 

Although leadership is an important part of a manager’s role there is a significant difference between ‘leadership’ and ‘management.’ Management deals more with the administrative aspects of planning, organising, budgeting and making sure day to day tasks are being completed to achieve the business goals.

Leadership creates the vision and goals, persuades and motivates people to believe in the vision and to strive to achieve the goals. Leadership often will be involved in decisions on large scale transformations or changes such as entering a new product into a market or a merger or takeover, whereas, managers will plan and set up the business processes to enable successful transformations.

There is a difference between leadership and management but both are complementary skills and effective leaders need to be able to both lead and manage.

Core leadership skills are important when leading a team of people in an office environment.

Essential Skills for a leader in an office environment 

Strong leadership skills are valuable in today’s ever-changing environment.

Becoming a good leader doesn’t happen overnight and can take many years of experience, coaching and working with a mentor to hone these skills.  As we come through the other side of the pandemic, leaders are starting to plan to bring their people back to the office.

Here are some core leadership skills that are important when leading a team of people in an office environment. 

Being positive 

A positive attitude, the way you conduct and present yourself around the office will have an effect on what is expected of the team. Teams look up to the way their leaders act and conduct themselves in specific situations. A positive attitude and the ability to have a ‘laugh’ when something doesn’t quite go to plan or simple acts of acknowledging your people when you first come into the office, asking how they are or about their holiday plans can provide a happy work environment which keeps your people motivated and likely to put in the extra hours when required.  Being caring, friendly, empathetic and encouraging, can go a long way to developing a positive culture and rapport with your people.

Communication

Being able to clearly articulate what you want to achieve, from your vision, values and goals to developing positive relationships with your peers and staff and concise explanations on specific tasks, communication is one of the most important skills of a leader. Leaders are required to use all forms of nonverbal and verbal communication from speaking at large office events, public speaking, social media to one on one with peers and staff and emails. In an office environment many leaders have an ‘open door policy’ to let their staff know they are regularly available to hear any concerns and to encourage a flow of conversation between them and their staff. 

Delegate

Implementing your vision is essential for business success. Leaders who try to do this on their own will struggle and growth will be hard to come by. Being able to delegate tasks to the right people and trusting in your people to create what you visioned is a sign of an effective and strong leader.

Be honest

As a leader, demonstrating key values of open, honest and ethical behaviour no matter if you are in the office or managing a virtual team is important for building trust and respect with your people. In an office environment, people can easily pick up if someone is being dishonest through sighting of inaction and conversations. News travels fast around an office!

Safety leadership

The role of a leader is significant in creating a safe work environment and inspiring others to do so. Not only enforcing the legal obligations of safe work but having a workplace where their people are able to effectively do their work to their full potential. Leaders need to also provide a workplace free from bullying, harassment and discrimination and foster a culture of safety and innovation. 

Displaying commitment and confidence

No matter the size of the business there are always going to be good and bad days. It is a key skill for a leader to remain calm and show a level of confidence when problems arise, especially in an open office environment. If you are calm, your team will be as well, and morale will stay high.  

The benefit of being in the office is you can take some time to see and work alongside your people. Allowing them to see your commitment to your role and all the work that is being done and them understanding that what they do is an important contributor to the achievement of the overall goals, will increase their motivation and commitment to the business. This will also ‘break the ice’ and enable your people to feel that they can come to you if they have any issues or concerns. 

Be flexible

Not all decisions will go to plan and last-minute changes will happen. A skill of a leader is to be flexible, accept changes that occur and have the creative solutions to solve any problems in a timely manner. Leaders need the confidence to trust in the decisions they make as your people will look to you for guidance. Being flexible is also about being open to receiving feedback and listening to any concerns your people may have. For example, a staff member may come to you to let you know a specific issue in the office that is a concern. Your people will respect and appreciate you for taking the time to talk through the issue and your openness to making changes if required.

Leadership is a valuable skill, especially in times like these and you do not have to be in a leadership role to develop these skills. They can be learned over time through job experience, looking beyond your current role to take up more responsibility and through training and development opportunities on areas you think you need to improve on. If you have the ability to inspire people, have them invested in what you would like to achieve, have an appreciation of all the hard work your people do for you and communicate well, you will go a long way to being an exceptional leader. 

Is it possible for employees to be just as efficient at home as they can be in an office?  

As Australians continue to face unprecedented challenges due to the Coronavirus (COVID-19) pandemic, it’s important that leaders implement effective communication, teamwork and collaboration to achieve the best results for their business and their staff.   

Remote working comes with a variety of challenges, not only for a business but also for its staff and leaders. For many employees, these current circumstances may have presented them with a shift in the way they work, how they balance work with family now, which they may have never experienced before.

For leaders, virtual teams can present a risk of disconnection and a lack of collaboration which may have an impact on your team’s or individuals trust and employee engagement, if not implemented correctly.

Five tips for leading and managing virtual teams

How can leaders keep their virtual teams engaged during isolation? 

With careful planning and execution, as well as ongoing team communication, leaders can ensure they are continuing to inspire and lead their teams even when they’re not in the same room or physically seeing staff every day.  

Here are five key tips leaders can follow to help their teams continue to perform effectively while working remotely: 

Set clear and tangible goals 

When it comes to working remotely, there can be a certain amount of added distractions that employees might not necessarily be use to within the office. For others, it can be a perfect environment to be more productive by setting themselves a clear structure for how they are going to plan out their day and what they want to achieve during that time. By setting clear and tangible goals, this can help keep people on track and be clear on the work that you would like delivered by a certain time in the day or week.  

Boost transparency and communication across your business  

Communication and collaboration are amongst the biggest challenges’ businesses can face when it comes to remote working. For many people they are use to being able to resolve issues or ask questions from colleagues or managers face to face in an office environment. It’s important to develop an effective communication plan in which employees are encouraged to have regular conversations and share information openly. Offering tools to employees enables them to quickly and easily engage with others which will help to increase engagement and avoid disconnection or productivity.  

Build employee engagement  

When managing a remote team a hands-off approach isn’t going to be enough. It’s imperative to help manage your team’s workload and expectations by checking in with each employee and bringing together your team on a regular basis. With the amount of technology currently available using instant communication tools such as Zoom or FaceTime are great alternative to a phone call. You could start each morning with a team check-in each morning. A short, 15 minute meeting that allows everyone to share what they’re working on and what support they might need from leaders or other members of the team to deliver specific projects.  

Be consistent and supportive 

To ensure productivity, leaders must manage remote employees effectively. Being consistent with your approach and supporting employees who may feel disconnected or even isolated during circumstances such as COVID-19 can have a huge impact. Just as people would do in an office, having an open communication policy and being accessible to help employees on a regular basis can see people thrive in environments that may be unnatural to them. Employees may be looking for answers or just need to talk with someone to help them through a difficult client or roadblock they’re having on a project. Your team will look to you for guidance and leadership more than they will look to you for management during these times.  

Model best practice  

To get the best out of your colleagues, identifying an effective virtual team leader who models the best behaviours and practices for your business can make a big impact during these times. For many, this can be very unfamiliar and present challenges they’ve never had to deal with in the office. Now more than ever, is the time to have a leadership team in place that people can turn to and feel supported as they embrace this new way of working. This will help to bring the best out people and make people feel comfortable with what could be the new way of working now and into the future.  

What does the future of work look like? 

Over the last few months, we have seen a significant change to the way we work and have had to overcome significant challenges. How businesses adapt and manage teams remotely varies considerably but embracing change and developing essential skills required to manage a virtual team is becoming even more important, especially if this could be the new way of working for a lot of businesses now and into the future. 

We are currently seeing a rapid change to the Australian workforce and economy with ongoing environmental and social impacts seeing businesses having to change and adapt more quickly than ever before, technology advancements replacing human labour, increasing customer expectations, legislative and regulatory changes, demographic shifts and shortages of skilled and qualified workers. These immense changes raise many organisational and human resources challenges now and for the future.  

People form the foundation of any business and its more important than ever before to have an agile, diverse workforce that can respond accordingly and still deliver on customer expectations.

How can you assess and develop your workforce now and for the future? 

Strategic workforce planning will help you put a system in place to proactively align the long-term goals of your business with your future workforce needs. It will ensure you have the right people, in the right roles and identify opportunities to further develop your team’s skills and behaviours or recruit if required to deliver core customer outcomes.  

A strategic workforce plan will be slightly different depending on the type of business, industry and what is expected of the workforce to meet that business’s particular goals. The core requirements of a workforce plan remain the same; to assess and develop your people capabilities to be adaptive to change and meet the future needs of your business.  

Importance of workplace planning and people management

Why is workforce planning so important? 

To be prepared for the future you need to assess and understand what might be required from your greatest asset – your people. Creating a workforce plan and putting it into action can positively impact your business in more ways than one.

Here’s why: 

— Improves employee engagement – if your people see a plan for their future, they will be motivated to achieve success in their roles and will form a deeper commitment to the business. 

— Provides an understanding of any skill gaps and builds a pipeline of what talent you may need to acquire to reach your future goals.  

— Continuously reviewing your current and future business needs, will help you stay ahead of changes to your industry, technology, legislation and regulations and identify any compliance related issues. 

— Allows a more diverse and gender balanced workforce which has seen to provide greater innovation. 

— Making more efficient and informed decisions based on metrics and success measures a workforce plan provides. 

A workforce plan is crucial in these times of uncertainty and rapid change. It takes time but is a valuable process that can be the difference between competing businesses and being able to adapt quickly to the changing environment.  

Organisational change continues to be difficult for many businesses as we adapt to sudden shifts in our industry, new business models that may be required and even external factors including pandemics such as COVID-19. 

What is Change Management?

Change management is a structured approach that helps businesses be prepared, equipped and support individuals to adapt change that delivers a positive outcome for the business and its people.  

A change could be a simple process within your business that needs adjusting or it could be a major change in policy or strategy that’s required to further leverage your business potential within your industry and even grow.  

This structured approach focuses on the wider impact change may have for your people and how they, as individuals and even teams, transition from the current situation to a new one.  

Change Management

How do we continue to adapt to change and make sure that we’re keeping our people informed? 

With digital technologies and the changing nature of the workforce creating new opportunities and challenges for businesses each and every day we need to make sure that we are building a foundation that incorporates change in a positive way and continues to involve people at every level across the business.  

As human beings we are generally averse to change especially if it may be misaligned to our own beliefs or actions or thrown upon us without any understanding of why this change may be required.  

For any business to adapt to change it’s important that people understand why it’s happening and leaders don’t assume that this transformation is clear to the whole business. Clear communication is a fundamental avenue that leaders need to develop to help all employees understand where the company is headed, why it is changing, and why this change is important.  

Change Management

What are some of the warning signs when it comes to change management? 

— Are any of your employees on edge? 

— Does your leadership team focus on adverse outcomes or problems? 

— Are your employees unclear about expectations? 

— Are your employees working on multiple projects but don’t know which ones are priorities?  

— Is there a lack of planning that require urgent results?  

— Do you not have an approved change plan?  

— Has the change happened without any monitoring?  

— Has the change been implemented with no change policy and procedures? 

 

Who is responsible for change and how should it be incorporated into your business? 

For change management to be successful it is the responsibility of the leadership team to engage, inspire and support employees to adopt the change and the individual employees’ responsibility to change their behaviour to start a new way of working. 

Here are five key steps to consider when incorporating change into your business: 

Success – Best chance of success when everyone with authority and influence is engaged. 

Adapt – Always assess and adapt. Assess what is working and adjust next steps. 

Execute – Leadership team should NEVER delegate execution. 

Delivering change is running business 

Don’t rely on past work, assumptions 

Pre-work to determine legitimate case for change

All – More efficient to bring people along with you on the journey. Lead with process and make sure all of it is in place such as training, incentives, procedures and processes. 

New – Define essential behaviours that are vital. Leadership team must visibly model new behaviours. Behaviours shift when procedures change and incentives are in place.