This toolkit brings together Mara Harwel’s complete approach to leading transitions that land: from the ride-along method that surfaces what’s really happening on the ground, to the exact scripts for the moments when people push back, go quiet, or just keep doing things the old way. These are the two tools Mara used to take Providence Public Schools from fully paper-based to fully digital registration — with the same team, the same systems, and no new budget.
From the Helia Library — based on the article Making Change Actually Stick, from our Coffee Chat with Mara Harwel.
What’s Inside
Two resources, meant to be used together. Start with the observation guide — the scripts land better once you know what’s actually happening on the ground.
01 — Side-by-Side Observation Guide
A step-by-step guide to doing “ride-alongs” — physically sitting next to someone as they do their work — so you can surface the workarounds, legacy habits, and friction points that nobody mentions in meetings. Use this first, before you communicate anything, to understand what’s really happening before you try to fix it.
02 — Change Communication Scripts
Ready-to-use language for every moment in a transition: announcing the change, naming the fear, inviting honest feedback, telling people they can stop doing the old thing, responding to resistance, and building peer advocates. Use these when you’re ready to communicate — and especially when you’re dreading a specific conversation.
If you want help making your change actually stick
Mara Harwel consults on transitions, change management, and capacity building — especially helping teams navigate change without burning out.
She’s a good fit if:
- A change has been announced but isn’t actually happening — and you can’t figure out why
- You’re about to roll out something significant and want to get the side-by-side approach right from the start
- There’s a gap between what your metrics show and what your people are actually experiencing
- You want to learn the approach yourself, not just hire it out
Connect with Mara!
As always, take what’s helpful and make it your own.
