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Management workshop for North Korean professionals in Pyongyang on September 3, 2013. Ideas based on scrum, agile management, and Marshall B. Rosenberg's non-violent communication approach (NVC).
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The People Factor
Nils Weisensee
• Co-Founder and General Manager of Café del Volcán, Faldas del Volcán and formerly YOMO Artisan Roast Coffee• Former Product Manager and Community Manager at The Netcircle in Shanghai• Expertise in management, business development, marketing, branding, media, communications and technology• Born in Germany, two years in the USA, five years in China
Doing business. What’s it all about?
100% of customers are people.
100% of employees are people.
If you don’t understand people, you don’t understand business.
Simon Sinek
The better a company understands the needs of its customers and employees,
the more successful it will be in the long-term.
Connection Affection / Respect / Trust
Autonomy Independence / Power / Choice
Purpose Reflection / Inspiration / Meaning
Predictability Stability / Protection / Safety
Pleasure Joy / Fun / Relaxation
Based on Marshall B. Rosenberg’sNonviolent Communication approach
Everything we do is a strategy to fulfill a need.
happyfriendly
optimisticproud
excitedthankfulsatisfied
worried frustrated angrydetacheduncomfortable discouragedunhappy
fulfilled unfulfilled
But how?
Customers
Competition
Product
Location
Price
Classic sales
Competition
Product
Location
Price
Classic sales
Competition
Product
Location
Price
Classic sales
?
PHYSICALNEEDS
SOCIALNEEDS
SERVICES
What do customers want?
Connection.
A Company. A Friend!
Who are you?What's your story?What's your history?What's your goal?Why should I care?
Café del Volcán A Company. A Friend!
Who are you?What's your story?What's your history?What's your goal?Why should I care?
We’re a group of friends who created a place to share our passion and serve great coffee to all people in Shanghai.
Practice Session 1
• Write 5 characteristics that describe your company. Example: friendly, unreliable, fun, boring, innovative.
• Write 1 sentence that describes your company like a person. Example: Coca Cola is relaxed, fun and easy-going, but also big and over-weight.
• If your company was a person, would you like to be friends? How could your company’s personality be improved?
PHYSICALNEEDS
SOCIALNEEDS
SERVICE
21
Conclusions
• A successful company has a personality, a story, a history, and a goal.
• A successful company develops a connection with its customers like a friend.
• Once a company builds connection, prices becomes secondary and customers become fans.
Questions?
Employees
Classic management
Classic management
Plan
Manage
Execute
PHYSICALNEEDS
SOCIALNEEDS
WORK
Why is this a problem?
CONNECTIONWITH CUSTOMERS
FRIENDLINESS
HONESTY
HAPPINESS
PASSION
RESPECT
✔
INEFFICIENCY
LACK OF PURPOSE
LACK OFTRUST
LACK OFINNOVATION
LACK OFAUTONOMY
LACK OFRESPECT
✘
So, what do employees need?
Connection. Purpose. Autonomy. Predictability.Pleasure.
Connection: Small teams
Purpose: Clear goals
High Priority
Goal 1Goal 2Goal 3
Medium Priority
Goal 4Goal 5Goal 6
Low Priority
Goal 7Goal 8Goal 9
Autonomy: Time to think
High Priority
Goal 1Goal 2Goal 3
Medium Priority
Goal 4Goal 5Goal 6
Low Priority
Goal 7Goal 8Goal 9
??
?
?
Predictability: Transparent reviews
✔✔
✔
✔
✔
✘
✘
✘✔
High Priority
Goal 1Goal 2Goal 3
Medium Priority
Goal 4Goal 5Goal 6
Low Priority
Goal 7Goal 8Goal 9
Pleasure: Celebration of achievement
✔✔
✔
✔
✔
✘
✘
✘✔
High Priority
Goal 1Goal 2Goal 3
Medium Priority
Goal 4Goal 5Goal 6
Low Priority
Goal 7Goal 8Goal 9
Small teams. Clear goals.Time to think.
Transparent reviews. Celebration of achievement.
Connection. Purpose. Autonomy. Predictability.Pleasure.
Practice Session 2
• Team challenge: Which group can build the most stable paper tower?
• Create two big teams (20 members) and two small teams (5 members)
• You have 5 minutes to finish your tower!
• What did you observe in your team?
Conclusions
• A successful company develops a personal connection with its employees.
• A successful company gives autonomy to small teams, so they find purpose in their work and can develop new ideas.
• A successful company sets clear goals and celebrates achievement with its employees.
Success Failure
happyfriendly
optimisticproud
excitedthankfulsatisfied
worried frustrated angrydetacheduncomfortable discouragedunhappy
fulfilled unfulfilled
100% of customers are people.
100% of employees are people.
If you don’t understand people, you don’t understand business.
Thank you!
Questions?
