Overcoming Complacency?

GApollonioStart with the five "Why's." Resistance to change happens because most people inherently resist change. The key point here is they do that even though there are things they do not like about the current situation. Ask why do you like staying in the same place. With the answers, ask again, "Why" based on feedback. Do this over and over again with empathy for those being asked. Eventually you will get down to the core things that make current state a 'real' pain. That is what you now build off of. Now you can ask, "What if there was "x" that could do this to take away some of that core pain"? It is their answers that are critical. Based on them, you keep asking questions. You build up from the five "Why's" guiding the audience along the way. If you do this together, when you get to the top level (where they exist the majority of time), they will have a more fulfilled understanding of why other alternatives are a positive possibility. You have overcome the easy assumption by the end user to just stay at the top level without taking the energy to ask more "Why's." You have been their guide to more enlightenment. That builds trust and acceptance. You must be true in your position the entire time or you risk your credibility. This really works and has to be adapted obviously to the individual circumstances. Staying focused truly on the end users, passionate regard for their pain, will lead to some meaningful advances in breaking down complacency.