Organizational ConversationOrganizational Conversation

David Gurteen

SIKM Sept 2013

What is our mostWhat is our mosteffective KM tool?effective KM tool?

Our most effective KM tool is conversation

The words we choose, the questions we ask, and the

metaphors we use to explain ourselves

are what determine our success in creating new knowledge

as well as sharing that knowledge with each other.

Nancy DixonCommon Knowledge

Conversation is the most powerful learning technology ever

invented

Conversations carry news, create meaning, foster cooperation, and

spark innovation.

Encouraging open, honest conversation through work space design, setting ground rules for

conversing productively,

and baking conversation into the corporate culture spreads

intellectual capital, improves cooperation, and strengthens

personal relationships.

Jay Cross, Informal Learning

Henry of Germany giving a lecture at the University of Bologna in the 14th century

Have you ever questioned the lecture as Have you ever questioned the lecture as a means of teaching/learning?a means of teaching/learning?

Gurteen Knowledge CafeGurteen Knowledge Cafe

London, September 2002

Global Knowledge CafésGlobal Knowledge Cafés

• I have run them all over the world

• Some interesting cultural experiences

• Format always works

• People love to talk

• Discovered their power

Basic Café ProcessBasic Café Process

• Speaker makes short presentation

• Poses a trigger question

• Small group conversations at tables

• Three rounds of conversation

• Whole group conversation (circle)

• Share actionable insightsProcess can be adapted depending on purpose, context, numbers, venue etc

Guiding PrincipleGuiding Principle

• The Knowledge Café provides an environment for an open learning conversation

– Anything that gets in the way of the conversation should be avoided

– It is about dialogue not debate

Café PrinciplesCafé Principles

• Everyone is equal; no table leaders; no reporting back

• No one is forced to do anything– OK to just listen

• People are trusted to talk about what is important– OK to go off-topic

• People take the real outcomes away in their heads

• Minimal summarization or attempt to reach consensus

Café OutcomesCafé Outcomes

• Outcomes are what you take away in your head

• Deeper understanding of the issues discussed

• Deeper insight into other people’s perspectives

• Better appreciation of your own point of view

• Improved relationships

• Position to make more informed decisions

A true Knowledge CafeA true Knowledge Cafe

A true Knowledge Café is not about group decision making or reaching a consensus or a documented

proposal.

A true Knowledge Café is about individual learning, and insights; the surfacing of assumptions, issues,

problems, and opportunities; seeing things that have not been seen before or seen only dimly.

David Gurteen

Harnessing the power of Harnessing the power of conversation in our conversation in our

organisationsorganisations

Conversational ToolsConversational Tools

• Knowledge Cafés• Knowledge Jams• Peer Assists, After Action

Reviews, Retrospects• Anecdote Circles• Ritual Dissent• Reverse Brainstorm• Open Space Technology• Unconference, unworkshop

and Barcamps• Conversation Dinners and

Walks

Knowledge Café ApplicationsKnowledge Café Applications

Replace the Death by Replace the Death by PowerPoint/LecturePowerPoint/Lecture

Trinidad & Tobago Oil and GasTrinidad & Tobago Oil and Gas

Transform any TalkTransform any Talk

• Move from – presentation + Q&A– 30 mins + 10 mins

• to – presentation + reflection

+ conversation + Q&A

• Allow– 20 mins presentation– 2 mins for reflection– 10 mins for conversation– 8 mins for Q&A

KM UKKM Australia

KM Singapore ECU Forum Mumbai + Johannesburg

Surfacing IssuesSurfacing Issues

ISN ZurichISN Zurich

• Dramatic improvement in inter-team dialog, collaboration & knowledge sharing

• Many internal work processes overhauled as a result

• Explosion of new ideas & initiatives on the part of staff at all levels of the organization

• Empowered staff to speak up and take the initiative

Chris Pallaris

Chief Editor, ISN, Zurich

ING Bank Academy, AmsterdamING Bank Academy, Amsterdam

Transform Management Transform Management TrainingTraining

Challenging MindsChallenging Minds

• Education programme for mid-level managers

• Abandoned lecture style training

• Small Knowledge Café style conversations around specific topics

• Short videos downloaded from YouTube

Transform MeetingsTransform Meetings

Transform Decision Making MeetingsTransform Decision Making Meetings

• Break meetings into two parts

• To better understand the issues– Dialogue - Café style– Divergent– Understanding

• To make decisions and plans– Debate– Convergent– Making a decision

Do you agree?Do you agree?

Is conversation our mostIs conversation our mosteffective KM tool?effective KM tool?

www.gurteen.comwww.gurteen.com

David GURTEEN Gurteen Knowledge Fleet, United Kingdom

Tel: +44 7774 178 650 Email: david.gurteen@gurteen.com

• Get in touch if you would like a copy of my Knowledge Café Tipsheet

• It’s available in several different languages