Gurteen Knowledge Café Workshop KM Singapore August 2009

The birth of the Gurteen Knowledge Cafe London, September 2002

Begin with the end in mind Raise awareness of the role of conversation in your business lives To teach you about Knowledge Cafes and how to run them Encourage you to create more opportunities in your organization for creative conversation

Raise awareness of the role of conversation in your business lives

To teach you about Knowledge Cafes and how to run them

Encourage you to create more opportunities in your organization for creative conversation

Agenda 09:00 – 09:15 Introductions (15 mins) 09:15 – 09:45 Business is a Conversation (30 mins) 09:45 – 10:15 Knowledge Café Process (30 mins) 10:15 – 10:45 Coffee (30 mins) 10:45 – 11:45 Run a Knowledge Cafe (60 mins) 11:45 – 12:10 Applications of the Café (25 mins) 12:10 – 12:30 Tips and techniques (20 mins)

09:00 – 09:15 Introductions (15 mins)

09:15 – 09:45 Business is a Conversation (30 mins)

09:45 – 10:15 Knowledge Café Process (30 mins)

10:15 – 10:45 Coffee (30 mins)

10:45 – 11:45 Run a Knowledge Cafe (60 mins)

11:45 – 12:10 Applications of the Café (25 mins)

12:10 – 12:30 Tips and techniques (20 mins)

Introductions

David Gurteen Independent KM consultant and facilitator Knowledge Website Knowledge Community/Letter 15,000 people 154 countries Knowledge Café Communities London, New York, Adelaide, Zurich

Independent KM consultant and facilitator

Knowledge Website

Knowledge Community/Letter

15,000 people

154 countries

Knowledge Café Communities

London, New York, Adelaide, Zurich

My Style

Martin Buber I have to tell it again and again: I have no doctrine. I only point out something. I point out reality, I point out something in reality which has not or too little been seen. I take him who listens to me at his hand and lead him to the window. I push open the window and point outside. I have no doctrine, I carry on a dialogue .

I have to tell it again and again: I have no doctrine. I only point out something. I point out reality, I point out something in reality which has not or too little been seen. I take him who listens to me at his hand and lead him to the window. I push open the window and point outside. I have no doctrine, I carry on a dialogue .

Business is a Conversation

Business is a conversation Business is a conversation because the defining work of business is conversation - literally. And 'knowledge workers' are simply those people whose job consists of having interesting conversations. David Weinberger The Cluetrain Manifesto Conversation is central to all that we do Its our job!

Conversation is central to all that we do

Its our job!

Conversation is a meeting of minds Conversation is a meeting of minds with different memories and habits. When minds meet, they don't just exchange facts: they transform them, reshape them, draw different implications from them, engage in new trains of thought. Conversation doesn't just reshuffle the cards: it creates new cards. Theodore Zeldin Conversation Theodore in an Oxford Historian Conversation is creative

Theodore in an Oxford Historian

Conversation is creative

KM is about understanding For all our knowledge, we have no idea what we're talking about. We don't understand what's going on in our business, our market, and our world. KM shouldn’t be about helping us to know more. It should be about helping us to understand. So, how do we understand things? It's through stories that we understand how the world works. David Weinberger, The Cluetrain Manifesto Its about understanding & sense making Through conversation & storytelling

Its about understanding & sense making

Through conversation & storytelling

Conversation “A mechanistic and unproductive exchange between people seeking to defend their own views against one another” “A frank exchange of ideas or views on a specific issue in an effort to attain mutual understanding” Debate or dialogue?

Dialogue When we engage each other in dialogue we enter into a conversation with a view to learn from each other rather than impose our views on the other. The kind of conversation I’m interested in is one in which you start with a willingness to emerge a slightly different person. Theodore Zeldin, Historian

When we engage each other in dialogue

we enter into a conversation with a view to learn from each other

rather than impose our views on the other.

Principles of Dialogue Suspend assumptions, do not judge Observe & listen to one another Welcome differences & explore them Allow taboo subjects to be raised safely Listen to your inner voice Slow the discussion Search for the underlying meaning Dialogue is based on the work of the physicist David Bohm

Suspend assumptions, do not judge

Observe & listen to one another

Welcome differences & explore them

Allow taboo subjects to be raised safely

Listen to your inner voice

Slow the discussion

Search for the underlying meaning

Dialogue Suppose we were able to share meanings freely without a compulsive urge to impose our view or conform to those of others and without distortion and self-deception. Would this not constitute a real revolution in culture. David Bohm, Physicist

Summary Business is a conversation Conversation is creative Understanding is more important than knowing more Dialogue is the key to quality conversations

Business is a conversation

Conversation is creative

Understanding is more important than knowing more

Dialogue is the key to quality conversations

Conversation/Questions

Gurteen Knowledge Café Process

Background Coffee Machine talks Chairing conferences My dislike of ‘chalk & talk’ presentations (chicken chicken) My desire for people to engage with the subject and to learn through conversation

Coffee Machine talks

Chairing conferences

My dislike of ‘chalk & talk’ presentations (chicken chicken)

My desire for people to engage with the subject and to learn through conversation

What is a Knowledge Café? A knowledge café brings a group of people together to have an open, creative conversation on a topic of mutual interest to surface their collective knowledge, to share ideas and to gain a deeper understanding of the issues involved. Ultimately leading to action in the form of better decision making and innovation and thus tangible business outcomes.

A knowledge café brings a group of people together to have an open, creative conversation on a topic of mutual interest to surface their collective knowledge, to share ideas and to gain a deeper understanding of the issues involved.

Ultimately leading to action in the form of better decision making and innovation and thus tangible business outcomes.

What are the outcomes? Real outcomes are what you take away in your head A deeper understanding of the issue discussed A deeper insight into other people’s perspectives A better appreciation of your own point of view Better position to make more informed decisions and to take action!

Real outcomes are what you take away in your head

A deeper understanding of the issue discussed

A deeper insight into other people’s perspectives

A better appreciation of your own point of view

Better position to make more informed decisions and to take action!

What is the history? The term Knowledge Café has been around for the last 7 years or so Only in the last 2 or 3 years has the term come into common use Roots in work of David Bohm, William Isaacs, Juanita Brown Roots in Open Space Technology which goes back to 1989

The term Knowledge Café has been around for the last 7 years or so

Only in the last 2 or 3 years has the term come into common use

Roots in work of David Bohm, William Isaacs, Juanita Brown

Roots in Open Space Technology which goes back to 1989

Is it a talking-shop? No its NOT a talking-shop. A talking shop is normally used pejoratively and implies no useful outcome other than the airing of ones own ideas A Knowledge Caf é is different in that everyone leaves enriched by a deeper level of understanding of the subject in question and is often inspired to act

No its NOT a talking-shop. A talking shop is normally used pejoratively and implies no useful outcome other than the airing of ones own ideas

A Knowledge Caf é is different in that everyone leaves enriched by a deeper level of understanding of the subject in question and is often inspired to act

Why is the Knowledge Caf é important? The world is a more complex place than it used to be - at times even chaotic - it is not always clear what is going on - we need to take time to UNDERSTAND We do not find the time to have open conversations, we are under pressure to make quick decisions KM for example should not be about creating and sharing ever increasing knowledge but understanding more fully the knowledge that we do have!

The world is a more complex place than it used to be - at times even chaotic - it is not always clear what is going on - we need to take time to UNDERSTAND

We do not find the time to have open conversations, we are under pressure to make quick decisions

KM for example should not be about creating and sharing ever increasing knowledge but understanding more fully the knowledge that we do have!

What does a Knowledge Café do for the individual? The Caf é assumes we have within ourselves a greater level of insight than we are conscious of The Caf é helps tease this out You hear yourself say things in Café conversations that you did not know that you knew It crystallises our knowledge New ideas are sparked Fresh perspectives emerge ... With increased observation and reflection comes understanding – this paves the way for change

The Caf é assumes we have within ourselves a greater level of insight than we are conscious of

The Caf é helps tease this out

You hear yourself say things in Café conversations that you did not know that you knew

It crystallises our knowledge

New ideas are sparked

Fresh perspectives emerge ...

With increased observation and reflection comes understanding – this paves the way for change

What resources are needed to run a Knowledge Caf é? Not a lot! A group of people A facilitator or host A room with plenty of space Tables & chairs to seat about five people per table

Not a lot!

A group of people

A facilitator or host

A room with plenty of space

Tables & chairs to seat about five people per table

What do you need in the room? Some formats have special requirements such as round tables, paper table cloths, felt tip pens, flowers on the table and coffee & biscuits Gurteen Knowledge Cafés need none of these props but of course you could use them if available Refreshments help Aim is to create a good ambience Unthreatening and hospitable environment

Some formats have special requirements such as round tables, paper table cloths, felt tip pens, flowers on the table and coffee & biscuits

Gurteen Knowledge Cafés need none of these props but of course you could use them if available

Refreshments help

Aim is to create a good ambience

Unthreatening and hospitable environment

How do you run one? Knowledge Cafés can be run in different ways I use a simple format Runs for 90 minutes to a couple of hours Work best with between 25 and 35 people Can run a dozen people or as many as 100 But with some modifications

Knowledge Cafés can be run in different ways

I use a simple format

Runs for 90 minutes to a couple of hours

Work best with between 25 and 35 people

Can run a dozen people or as many as 100

But with some modifications

What's the process? Facilitator takes 5 - 15 minutes to introduce the Knowledge Caf é and the theme Purpose of the Knowledge Caf é is made clear Facilitator poses an open ended question Participants form into small groups of 4 or 5 to discuss the subject for 30 - 60 minutes. Change tables 1,2 or 3 times The group re-assembles for an exchange of ideas as a whole for 15 - 30 minutes

Facilitator takes 5 - 15 minutes to introduce the Knowledge Caf é and the theme

Purpose of the Knowledge Caf é is made clear

Facilitator poses an open ended question

Participants form into small groups of 4 or 5 to discuss the subject for 30 - 60 minutes.

Change tables 1,2 or 3 times

The group re-assembles for an exchange of ideas as a whole for 15 - 30 minutes

What subjects are covered? Any subject can be addressed Explore questions that matter to the participants Normally explore only one theme And pose only one question

Any subject can be addressed

Explore questions that matter to the participants

Normally explore only one theme

And pose only one question

What’s the role of the facilitator? Facilitator need not be a specialist Nor disciplined in facilitation Simply a good listener and chairperson skills Facilitator should not take a lead in the discussions Should wander around and listen into the groups Should listen out for problems and remind people gently of the rules of ‘dialogue’

Facilitator need not be a specialist

Nor disciplined in facilitation

Simply a good listener and chairperson skills

Facilitator should not take a lead in the discussions

Should wander around and listen into the groups

Should listen out for problems and remind people gently of the rules of ‘dialogue’

What’s the role of the individual? Theodore Zeldin : to be prepared to emerge a slightly different person To see people with different views not as adversaries but as resources from which we can learn To enter into open conversation To listen more than speak To welcome differences To withhold judgment To avoid position taking To avoid being too politically correct

Theodore Zeldin : to be prepared to emerge a slightly different person

To see people with different views not as adversaries but as resources from which we can learn

To enter into open conversation

To listen more than speak

To welcome differences

To withhold judgment

To avoid position taking

To avoid being too politically correct

How do things work within the small groups? Don’t appoint a leader or chairperson Everyone should be equal and fully engaged in the conversation Don’t appoint a note taker either Anyone can make their own notes if they want to People share their perspectives with the group only if they wish to

Don’t appoint a leader or chairperson

Everyone should be equal and fully engaged in the conversation

Don’t appoint a note taker either

Anyone can make their own notes if they want to

People share their perspectives with the group only if they wish to

How does the large group sit? Bring everyone back into a relatively tight group so that every one can easily see and hear each other Only use microphones if absolutely necessary as they inhibit the natural flow of the conversation

Bring everyone back into a relatively tight group so that every one can easily see and hear each other

Only use microphones if absolutely necessary as they inhibit the natural flow of the conversation

How does the whole group work? Individuals asked to remember that their comments are for the whole group and not for the facilitator. The objective is to hold a ‘group conversation’ The facilitator needs to work at encouraging this Plays a low key role – not the expert Turn away, even hide!

Individuals asked to remember that their comments are for the whole group and not for the facilitator.

The objective is to hold a ‘group conversation’

The facilitator needs to work at encouraging this

Plays a low key role – not the expert

Turn away, even hide!

How does the facilitator work with the whole group? The group should be doing the work with minimal intervention from the facilitator Facilitator needs to encourage participation Facilitator needs to ensure that no one person or group dominates the discussion Connects diverse perspectives

The group should be doing the work with minimal intervention from the facilitator

Facilitator needs to encourage participation

Facilitator needs to ensure that no one person or group dominates the discussion

Connects diverse perspectives

How do you record the outcomes of a Knowledge Café? The Café is fundamentally about the transfer of TACIT knowledge – not about making tacit knowledge explicit but If you record things you should avoid disrupting or influencing the conversation in anyway You could make audio or video recordings but I would advise against it Participants should not be burdened with recording as they need to be fully engaged in the conversation Best to appoint an external person to take notes

The Café is fundamentally about the transfer of TACIT knowledge – not about making tacit knowledge explicit but

If you record things you should avoid disrupting or influencing the conversation in anyway

You could make audio or video recordings but I would advise against it

Participants should not be burdened with recording as they need to be fully engaged in the conversation

Best to appoint an external person to take notes

Conversation/Questions

Coffee

Lets run a Knowledge Cafe

Knowledge Sharing Sharing knowledge is not about giving people something, or getting something from them. That is only valid for information sharing. Sharing knowledge occurs when people are genuinely interested in helping one another develop new capacities for action; it is about creating learning processes. Peter Senge

Sharing knowledge is not about giving people something, or getting something from them. That is only valid for information sharing.

Sharing knowledge occurs when people are genuinely interested in helping one another develop new capacities for action; it is about creating learning processes.

Personal Reasons for Sharing To help other people & to help ourselves Other people To get things done To build relationships so they in turn help us Ourselves To get things done Learning to be gained Knowledge is perishable Someone else will make our knowledge productive first

To help other people & to help ourselves

Other people

To get things done

To build relationships so they in turn help us

Ourselves

To get things done

Learning to be gained

Knowledge is perishable

Someone else will make our knowledge productive first

Barriers to Knowledge Sharing A silo mentality Knowledge is power Lack of knowledge sharing processes No time allowed No knowledge sharing by executives Managers do not walk the talk Poor IT systems Lack of encouragement Bureaucracy Resistance to change by managers Karl-Eric Sveiby

A silo mentality

Knowledge is power

Lack of knowledge sharing processes

No time allowed

No knowledge sharing by executives

Managers do not walk the talk

Poor IT systems

Lack of encouragement

Bureaucracy

Resistance to change by managers

The Challenge of Knowledge Sharing What prevents us from sharing our knowledge more effectively? How might we overcome these barriers?

Café Conversation How important is open conversation and how could we encourage more conversation in our organizations?

Applications of the Café

ISN Knowledge Café The knowledge café has led to a dramatic improvement in terms of inter-team dialog, collaboration and knowledge sharing. Many internal work processes are now being overhauled for the better as a result of these knowledge cafes and we have seen an explosion of new ideas and initiatives on the part of staff at all levels of the organization. Simply put, the knowledge cafe format has empowered all our staff to speak up and take the initiative in ensuring the successful development of the ISN. Chris Pallaris, Chief Editor ISN, Zurich

Café for a UK government body Day long workshop 3 presentations on social tools A knowledge Café Future leaders in the group Future leaders determine an action plan

Day long workshop

3 presentations on social tools

A knowledge Café

Future leaders in the group

Future leaders determine an action plan

Canal Boat Café On canals in Amsterdam At end of week of workshops & visits To help summarise the week And develop plan for action

On canals in Amsterdam

At end of week of workshops & visits

To help summarise the week

And develop plan for action

Trinidad & Tobago Oil and Gas Expert talks

Expert talks

StatoilHydro Series of Cafes to bring experts who were leaving together with younger members of organization to transfer knowledge In a café on an allotment Geophysicists Discussion of preferred technologies Exchange views on experiences Management Training But not called a Knowledge Cafe

Series of Cafes to bring experts who were leaving together with younger members of organization to transfer knowledge

In a café on an allotment

Geophysicists

Discussion of preferred technologies

Exchange views on experiences

Management Training

But not called a Knowledge Cafe

Tips and techniques

The theme Topic that everyone feels passionate about Complex issues Only ONE question Open ended question

Topic that everyone feels passionate about

Complex issues

Only ONE question

Open ended question

The conversation The question is only a seed OK to go off topic Conversation as close to a conversation at the pub or over dinner

The question is only a seed

OK to go off topic

Conversation as close to a conversation at the pub or over dinner

The speaker/facilitator Speaker and facilitator need not be the same Facilitator: involved/not involved Speakers can be controlling or dominant Often run over time Need to brief and handle carefully

Speaker and facilitator need not be the same

Facilitator: involved/not involved

Speakers can be controlling or dominant

Often run over time

Need to brief and handle carefully

The facilitator Important to be yourself Do not control Experiment a little Take some risks Don’t be afraid of silence If you let people talk and leave them alone you cannot go far wrong

Important to be yourself

Do not control

Experiment a little

Take some risks

Don’t be afraid of silence

If you let people talk and leave them alone you cannot go far wrong

The venue Need not be a room Boat on Thames Canal Boat (long boat in Amsterdam) Knowledge Walk/BBQ (Greenwich) Pub (Stavanger) Outside under sunshades (Scottsdale) An actual café (London & Barcelona)

Need not be a room

Boat on Thames

Canal Boat (long boat in Amsterdam)

Knowledge Walk/BBQ (Greenwich)

Pub (Stavanger)

Outside under sunshades (Scottsdale)

An actual café (London & Barcelona)

The room Important Small, cosy Small round tables Good acoustics Paper/toys on tables Lecture theatre?

Important

Small, cosy

Small round tables

Good acoustics

Paper/toys on tables

Lecture theatre?

The tables

Holding in a lecture theatre Difficult but not impossible Problem of moving between groups Problem of whole group conversation reporting back Need for microphones

Difficult but not impossible

Problem of moving between groups

Problem of whole group conversation

reporting back

Need for microphones

Using microphones Avoid if possible Will need them if group larger than 40 Maybe less if poor acoustics People hold on to them Kills the flow of conversation One for yourself and at least 2 roving mikes Avoid fixed mikes (Jakarta)

Avoid if possible

Will need them if group larger than 40

Maybe less if poor acoustics

People hold on to them

Kills the flow of conversation

One for yourself and at least 2 roving mikes

Avoid fixed mikes (Jakarta)

Knowledge circles Greenwich Story KM World Jakarta Workshop Not as difficult as it seems

Greenwich Story

KM World

Jakarta Workshop

Not as difficult as it seems

Small group Ask people to sit with others they do not know Change groups once, twice at most 3 times People do not like changing groups Don’t force them! Kuala Lumpur story

Ask people to sit with others they do not know

Change groups once, twice at most 3 times

People do not like changing groups

Don’t force them!

Kuala Lumpur story

Whole group Where you need facilitation skills People will report back out of habit Or ask you questions In some cultures best to let them Even for some groups let them Central bank librarians story Unless in expert mode do not join in too much Tolerate silence – pause and wait

Where you need facilitation skills

People will report back out of habit

Or ask you questions

In some cultures best to let them

Even for some groups let them

Central bank librarians story

Unless in expert mode do not join in too much

Tolerate silence – pause and wait

Culture I have run the Cafes in many different countries UK, Spain, Norway, Moscow USA Singapore Hong Kong Kuala Lumpur Thailand Australia UAE

I have run the Cafes in many different countries

UK, Spain, Norway, Moscow

USA

Singapore

Hong Kong

Kuala Lumpur

Thailand

Australia

UAE

Cultural issues Jakarta Open Café Workshop Kuala Lumpur Won’t change tables Won’t go for coffee Bangkok Flee, video Dubai Report back Scottsdale Intense group Hong Kong Iranians

Jakarta

Open Café

Workshop

Kuala Lumpur

Won’t change tables

Won’t go for coffee

Bangkok

Flee, video

Dubai

Report back

Scottsdale

Intense group

Hong Kong

Iranians

Language issues Ideally one common language Let people speak in their own language in small groups Can’t listen in! Common language (English) in whole group Even own language in whole group Use of translators Serial or concurrent

Ideally one common language

Let people speak in their own language in small groups

Can’t listen in!

Common language (English) in whole group

Even own language in whole group

Use of translators

Serial or concurrent

Listening in If expert mode then join in If facilitation mode then try not to Wander around and actively listen Observe for issues Watch, think, be prepared to adapt

If expert mode then join in

If facilitation mode then try not to

Wander around and actively listen

Observe for issues

Watch, think, be prepared to adapt

Wrap up No need to summarise at length Keep it short and simple Thank people

No need to summarise at length

Keep it short and simple

Thank people

Conversation/Questions

Where can I learn more about Knowledge Cafés? There are a lot of resources on the web My website contains a vast amount of material www.gurteen.com The World Café Book The World Café: Shaping our futures through conversations that matter Website : theworldcafe.com The Society for Philosophical Inquiry philosopher.org

There are a lot of resources on the web

My website contains a vast amount of material

www.gurteen.com

The World Café

Book The World Café: Shaping our futures through conversations that matter

Website : theworldcafe.com

The Society for Philosophical Inquiry

philosopher.org

Summary Business is a conversation Dialogue not debate Knowledge Café: simple process But a lot to learn to run them well Powerful learning & creativity tool Can be adapted to varying situations Low cost to run

Business is a conversation

Dialogue not debate

Knowledge Café: simple process

But a lot to learn to run them well

Powerful learning & creativity tool

Can be adapted to varying situations

Low cost to run

Thank you!

www.gurteen.com David Gurteen Gurteen Knowledge Tel: +44 1252 812 878 Email: david.gurteen@gurteen.com

Licence You may use these slides under the following Creative Commons Licence Attribution-Share Alike 2.0 http://creativecommons.org/licenses/by-sa/2.0/uk/

You may use these slides under the following Creative Commons Licence

Attribution-Share Alike 2.0

http://creativecommons.org/licenses/by-sa/2.0/uk/