In this first conversation of a two part series, Anne MacNeil and Walter Wardrop discuss the difference between process change and culture change. They emphasize the importance of defining the problem and understanding the root cause before implementing any changes. They also highlight the need to consider the people element and engage stakeholders early on to ensure buy-in and ownership of the change. Walter shares insights on the influence model and the importance of role modeling, fostering understanding and conviction, reinforcing change through formal mechanisms, and developing talent and skills. They also discuss practical tools and tips for facilitating change, including selecting the right approach, defining the desired outcome, and timing the workshops effectively.