Inn Restaurant Hospitality Case Study: Leadership and Change Management

The report evaluates and recommends change models for Inn Restaurant Hospitality to remain competitive and mitigate resistance from employees. The Prosci Adkar and Kubler Ross change management models are discussed. The Kubler Ross model is recommended for Inn Restaurant Hospitality. The report also analyses major resistance from employees and suggests the use of the Nudge change model and Competing Value Culture model to reduce resistance.

Leadership and Change
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Evaluating and recommending model of change that can be utilized in order to develop an
environment which would allow the organization to be competitive.........................................3
Analysing major resistance form employees on the recommendations made above through
appropriate change models and interventions.............................................................................8
CONCLUSION..............................................................................................................................11
RECOMMENDATION.................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Change management is defined as a systematic approach that is used by an organisation
to bring change and to deal with the transition of company’s process, technologies and goals as
well. The main motive of change management is to execute strategies for controlling change and
assisting people of employees to adapt to change. It is important for an organisation to bring
some changes with the transitions in technologies as well as processes. There are different
models of change that is adopted by company with the objective to execute and control changes
properly. The report is based on the case study of Inn’s restaurant that located small seaside town
in London. The report will cover various models of change that allow organisation to deal with
the changes and allow to remain competitive. In addition to this, major resistance from staff
members on change and how an organisation mitigate it is elaborated in the report.
MAIN BODY
Evaluating and recommending model of change that can be utilized in order to develop an
environment which would allow the organization to be competitive.
It is crucial of an organization to implement appropriate changes in the business if they
want to achieve enhance growth and development. The changes made in an organization need to
be effective and efficient in order to reduce the overall cost and decline the resistance from
employee (Aula and Mantere ., 2020). These changes can enable a business to expand its
business and increase its overall customer base due to an improved changed structure of the
business. In context to Inn’s Restaurant the changes are necessary in order to grow in the market
and generate high profits. As the report stated the Inn’s Restaurant operates in an areas where it
is familiarised by the local community as well as loyal summer travels. The change in the
organization will promote new opportunities for the business and provide assistance in effective
growth and development. There are various models of change that the management can uses and
are mentioned below:
 Prosci Adkar
 John Kotter
 Kurt Lewins
 Kubler Ross

For the following report Prosci Adkar and Kubler Ross change management models will
be utilized in order to evaluate and recommend effective change that Inn’s Restaurant can make
to gain competitive advantage for its business. The John Kotter and Kurt Lewins model of
change will not be used in this report due to the process of John Kotter change model being too
stretched out which will increase the time for the management to process its change
management. The Kurt Lewins model is fairly limited and its utilization will be detriment in
effective evaluation and recommendation in context to Inn’s Restaurant.
Prosci Adkar Model of Chnage:
The Proscia model of change is an outcome-oriented change management method which
primarily focuses on limiting the resistance to organizational change. The model enables the
management to instil effective changes in their organization and focuses of keep the resistance
for its employees low in order to keep its business operations as well as the new introduced
changes effective (Bailey, Mankin and Garavan ., 2018). The work Adkar is an acronym which
stands for Awareness, Desire, Knowledge, Ability and Reinforcement. The elaborate
understanding of these acronym are mentioned below:
Awareness:
This stage of the model refers to the communication of the need for change in the
organization. The need for change is not just constricted to the business but to its employees as
well as they need to be aware of changes being introduces. This stage is crucial as the employee
not only need to understand why the changes are being introduced but need to agree with them as
well for the change to be effective.
Desire:
The employees of the organization not only need to understand the changes being
introduced by the organization but also need to have a desire for them for the effects of change to
be optimal. It is crucial for the designated change leader to gather support form the employees
and establish a natural connection with them in order to minimize any form of resistance relative
to employees.
Knowledge:
This stage of the model is concerned with training and education of employees when new
changes are introduced. It focuses on the impact of new introduced changes on employees
responsibilities, skills, tools and their overall process. For example introduction of new

technology will require the management to teach employees how to effective use the new
technology which will require specific knowledge building.
Ability:
This stage of the models states that regardless of how well the employees have adapted to
the new introduced changes they require confidence in their own competencies to determine
whether or not they can or even will do something (Blumenberg ., 2021). It is crucial for the
change leader to support employees in order to keep them motived and increase their level of
confidences relative to the changes for effective business growth.
Reinforcement:
The last stage of the model states that when the new introduced changes have been
implement within the organization it is crucial that the change leader focus on observing if their
employees have any from of resistance or if they are going back to old process of the business.
This helps the change leader manager to make necessary adjustments and connect with their
subordinate to understand their perspective.
Advantages of Prosci Model of change:
 This model allow a practical approach to change management due to which it is useful to
understand the change in an effective manner.
 In addition to this, it helps in clarifying objectives due to which an organisation is able to
achieve measurable outcomes.
 Moreover, it help an organisation to develop a checklist of things which require to be
consider in order to manage change.
 ADKAR model of change emphasis on results instead of tasks because of which an
organisation is able to attain objective within stipulated time period.
Disadvantages of Prosci Model of change:
 This model is effective for smaller change initiatives as focus on people dimension is not
enough in order to make large-scale change within an organisation. It is determined that ADKAR model of change did not consider the complexity of change
and also ignores step by step change plan which sometimes leads to occurrence of errors
within the changing process.
Kubler Ross Model of Change:

The Kubler Ross Change Curve Model is an optimal tool that enables an organization and
individual to understand change and personal transition. It provides assistance to change
managers in understanding how the staff might react to the changes being introduced or
implements along with how to provide needed support during the change process (Bratton, . ed.,
2020). The model includes various stages such as Shock, Denial, Anger or Blame, Bargaining
and Self-blame, Depression, Acceptance along with Problem solving. The various stages of the
model are further lobstered below:
Shock:
This point in the curve of the model accurate when a change is identified and the
management is focused on introducing it to the business. It is the initial reaction of the
employees as they focused on being conformable relative to their current situation. The
management can communicate the changes early in order to reduce the impact of shock by
acknowledging their feeling and empathising with their concern.
Denial:
This point in the curve of the model refers the the formation of resistance from
employees relative to the changes being introduced or proposed. The employees tend to become
defensive and try to force the management to keep old process within the business. It is vital for
the management to have a logical conversation with their subordinates and make them
understand the positive factors brought forth by the proposed changes.
Anger or Blame:
The employees at this point of the curve model will become frustrated, irritated and
anxious as they feel the initiation of new changes introduced by the management are not fair and
negative for them (Welch ., 2018). The management needs to focuses on de-escalating the
situation by listing to their employees have have a positive two-way conversation with them to
develop an effective communication channel during the process of change.
Bargaining and Self blame:
The employees at this stage will try to bargain with the management and focus delaying
or averting the changes as long as possible. This is due to their reluctance towards the new
changes and it is vital for the change management to provide their employees with personal
support for reducing the level of resistance. Moreover, the management need to develop effective
support strategies relative to various scenarios of resistance.

Depression:
This is the lowest point of the curve model where employees performance, energy, moral
are at their lowest. The employees lack focus and develop levels of depression due to their
inability to stop changes being introduced (Webber, O’Neill and Dossinger ., 2020). The
management should provide support at this stage and be active listeners in order to come up with
appropriate solutions.
Acceptance:
This stage of the curve model refers to the acceptance of change by the employees at the
deep level. The employees soon start to embrace the introduced changes and understand the
benefits it provides (Guzmán ., 2020). The management should recognize this acceptance phase
and rewards employees who adopted the change initiative.
Problem solving:
This stage of the curve model refers to when employees start to identify new approaches
in order to integrate the new changes into their ways to enhance their efficiency. The
management at this point needs to engage with their employees and team members with new
solutions ion order tot support them.
Advantages of Kubler Ross Change Curve Model:
 The stages of the model are unbiased as they and not connected or influenced by any
other specific industry or organization which helps in better understanding relative to
change.
 The primary objective of the model is based ion the individuals natural reaction to
change, the management can be confident that their team will respond in a consistent
manner.
 The model and its application is flexible thus making it applicable to all types of changes.
This makes it effective for management of a business as it allows to introduce changes
easily.
 The model in not complex in its nature and is straightforward. This makes it easy for
managers to understand and identify how the introduction of new changes are affecting
the organization and its employees.
Disadvantages of Kubler Ross Change Curve Model:

 The model does not take into consideration that some employees will adapt to the
changes faster compared to others, which will cause issues and conflicts while planning
and time management.
 The model is not based on any scientific evidence and is based on basic observations and
is not completely reliable in various situations such as medical profession.
 The model does not focuses on the various emotions of different people as these emotions
can vary from person to person and cannot be consistent.
Recommendation for Inn’s Restaurant
From the above analysis of the tow models of the change management, it is
recommended that the management uses the Kubler Ross change model curve. The model will
enable the business to understand and promote the necessary changes within their business.
Moreover, it will allow them to ensure that all their employees understand the necessary need to
work on holidays in order to achieve growth in the business. The model will assist the
management to identify the resistance from the employees relative to the changes and help them
create a effective communication channel to reach a suitable solution. Furthermore, it will allow
the business to gain competitive advantage in the market as motived employees willing to work
on holidays will allow them to attract customers to their establishment and boost their image in
the community along with business profits.
Analysing major resistance form employees on the recommendations made above through
appropriate change models and interventions.
The introduction of new changes can result in resistance from employees as they are
conformable with the current setting and do not wish to work on holidays as prosed by the
management (Kerzner ., 2018). The application of the Kubler Ross model of change will
introduce major resistance from employee at Inn’s Restaurant. The various resistance that the
business can encounter are mentioned below:
Mistrust and lack of confidence:
The new change introduced by the management at Inn’s Restaurant will develop mistrust
and lack of confidence which will become a from of of resistance. This will negatively impact
the operation of the business and can lead to financial and workforce loss.
Emotional responses:

The changes will trigger various emotional aspects of people such as anger, depression
and anxiety. These emotions will bring inefficiency in employee performance of the Inn’s
Restaurant resulting in ineffective business operations.
Fear of failure:
The employees of Inn’s Restaurant can get de-motived as they fear failure relative their
own capabilities when the are implemented. This can negatively impact the business as
employees will now be able to function properly impacting the overall customer service quality.
Poor communication:
The new change introduced by the management can cause lack of communication relative
to employees as they resist the management (Klun and Trkman ., 2018). This can cause
instability wining the overall communication channels of the business reducing its productivity
and performance.
The management at Inn’s Restaurant should use the Nudge change model along with
Competing Value Culture model in order to reduce the resistance from employee encounter due
to introduction of the new changes.
Nudge theory of change:
This theory of change refers to small actions or nudges that can influence on the choices
of individuals or the way they behave. It focus on engaging individuals by understanding them
and their perspective (Moreland-Capuia ., 2019). The nudge theory and its factors in context to
the Inn’s Restaurant is elaborated below:
Define changes:
The management at Inn’s Restaurant needs to define new changes to their employees to
reduce potential resistance from them.
Consider employees point of view:
It is crucial for the management to understand employee point of view relative to changes
to better understand their perspective to minimize resistance.
Use evidence:
The management has to use appropriate and justified evidence for new changes to gain
support form employees which will reduce resistance.
Present choice:

The management must present choices to their employees relative to new changes in
order to understand their take on it.
Listen to feedback:
Once the management and employee establish a communication channel it is vital for the
leader to listen to employees feedback and come up with necessary solutions.
Limit obstacles:
The management has to limit its obstacles before and after the new changes are
implement in order to be ready for any scenarios related to employees resistance.
Keep momentum
Once the management has introduced new changes it is important to celebrate short-term
wins in order to keep employees motived. This will increase the changes of acceptance of
changes relative to employees.
Competing Value Culture model:
This model allows an organization to effectively prioritize its current needs in order to
achieve growth and analysis its current business culture. In context to Inn’s Restaurant the model
will provide assistance in understanding what needs to be prioritized while introducing new
changes (Lüscher ., 2018). Given below is an an elaborated explanation of the model with
recommendation to the company:
Hierarchy:
The organizations in this section of the model focus on themselves to drive control and
efficiency. It forms a structure that is operated thorough control which ensure business
operations are performed smoothly in an controlled and orderly way.
Clan:
These organizations are focused and interested on the internal outcomes, such as
engagement with employees and customers. The clan factor of the model pays attention to value
of team-work and collaboration. It promotes the feeling of a family and brings employees
together to work towards business goals.
Adhocracy:
Adhocracies exist in organization which are outward looking and are focuses on being
flexible. They focus on promotion value pace of work, innovation and risk taking in order to

meet external needs of the business. The organization moves towards the desire to experiment
and be quick in creation for growth.
Market:
These organizations are both outward looking and internally focuses along with being
aware of their position in the market to drive towards improvement (Mansouri, Singh and Khan .,
2018). This makes them highly customer and supplier focused along with effective prioritizing of
work.
Recommendation:
From the above change and cultural model it is recommended that the management at
Inn’s Restaurant should utilizes the Nudge model in order to understand their employees in an
effective manner. It will allow the business to perceive the changes being introduced from
employees point of view. This will allow the management to develop an effective channel of
communication which is necessary for employees feedback. Moreover, the business should
focuses on the clan culture in order to build an effective team within their business and reduces
the changes of employees resistance when introducing changes as it will instil sense of
belongingness among employees.
CONCLUSION
From the above discussion, it has been concluded that it is important for an organisation
to deal with the changes in a proper manner as it help in remaining competitive and maintain
performance at marketplace. In addition to this, it is determined that there are various change
models used by an organisation to implement changes such as John Kotter, Kubler Ross, Kurt
Lewin’s and many more. All this change models allow an organisation to develop effective
strategies so that employees can adopt the changes in an appropriate manner. Moreover, it is
important for an organisation to communicate the changes to staff members properly and
motivate them towards it so that they cannot resist it and adopt changes in an effective and
properly.
RECOMMENDATION
From the analysis and evaluation of the above report it is recommended that, the Inn’s
Restaurant should focus on using the Kubler Ross Change model in order to introduce change

within their organization in an effective manner. Moreover, it will allow them to gain
competitive advantage in the market due to highly motived employees who have accepted
changes. Furthermore, the Inn’s Restaurant needs to use nudge theory to understand its employee
if they face any form of resistance relative to new changes along with establishing the culture of
a clan in their organization to keep employees motived and reduced the changes of resistance.

REFERENCES
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