In every society, organization, group something works
What we focus on becomes our reality
Reality is created in the moment, and there are multiple realities
The act of asking questions of an organization or group influences the group in some way
People have more confidence and comfort to journey to the future (the unknown) when they carry forward parts of the past (the known)
If we carry parts of the past forward, they should be what is best about the past
It is important to value differences
The language we use creates our reality
5-D Appreciative Inquiry Cycle DEFINITION Decide what to learn about, how and who to involve in each phase DISCOVERY Conduct the inquiry, Establish and share insights Make public the inquiry results DREAM Envision desired results as if those insights and the positive core were fully alive DESIGN Invent the organizational architecture which will make your dreams inevitable Create Pilot Projects DELIVER (DESTINY) Enact Pilots And Improvise. Expand AI learning Competencies. D D D D D
To develop ideas about the structures, relationships and practices that will exist when the organization is infused more consistently and strongly with the exceptional capabilities discovered to already exist
To align values, structures, and processes with the ideal
Co-construct a sustainable preferred future embracing innovation at many levels
To innovate and experiment with the aligned framework in which people operate and the organization functions
Build AI learning competencies into the system
Some Organizations Using AI… TDL Retail American Express British Petroleum US Agency for International Development (USAID) US National Intelligence Community YWCA Glaxo Smith Kline Major Private & Public Universities United Nations Development Programme (UNDP) Metro Health Systems Schools (US, Canada, South America, Africa) Points of Light Foundation: Volunteer Center Natl Network American Red Cross Newark Beth Israel Medical Center
O rganizational Change Case Studies Shared Responsibility Agreements Community action plans AI approach and skills Negotiation Tables Indigenous Settings Pastoral planning Staff renewal Cluster planning Workshop AI in Catholic settings Renewal Catholic Settings Rural renewal Strategic alliances Mixed stakeholders Envisioning event Culture change Shared vision Community Engagement Agriculture Renewal Low cost – high impact Access Queensland 2 day summit Share integrated service delivery learning Government Service Delivery $5m revenue p.a. Participant Centered Process Workshop 4-D Interests/ Creative dreaming Create it Virtual Community 95% program cost savings ($400 000 / $20 000) Sustained behaviour change Germ busters program Hand washing routines – schools Mentor Change behaviour of school children Improved health outcomes Health Promotion Cabinet endorsed organisation Policy platform established Reference group Scope of inquiry – questions Workshops Strategic direction statement Strategic direction Organisational arrangements Merge cultures Government Department World class facility Zero industrial disputation Scope of Inquiry Workshops – space design Participant centered decisions New faculty Participative decision making University Effective business unit 5 years on Restructure / ABC Business planning Service realignment Staff engagement Business Unit Outcomes Consulting Need
Destiny Design Dream Discover Stavros, Cooperrider & Kelley, 2003 Inquire Imagine Innovate Inspire TRANSFORMATION POINT INTEGRITY INTEGRITY Co-create values, vision, and mission Use AI with customers, suppliers and partners to perform external analysis Use AI with employees to perform internal analysis Transform SWOT into SOAR Develop long-term objectives Develop strategic alternatives and recommendations Develop short-term objectives Develop tactical/functional plans and integrated programs Strategy implementation, deployment, control and continuous improvement TRANSFORMATION POINT TRANSFORMATION POINT
(Remember to consider your Stakeholders – who are they? Influence on success, how should they be involved?)
Measures of Success - one or two sentences about how we will measure our success
Expected Results - what will we accomplish for employees or customers or the company?
"Knowledge is information that changes something or somebody – either by becoming grounds for actions, or by making an individual (or an institution) capable of different or more effective action" Peter Drucker
Example Question : Exceptional Arrival Experience
Our goal is to provide an exceptional travel experience both in the air and on the ground. The arrival experience is the time to leave a wonderful lasting impression. It also provides the opportunity to recover from any service shortfall the customer might have encountered during the flight. Creating Exceptional Arrival Experiences demonstrates commitment to both our customers and to one another.
Describe your most memorable arrival experience, as a customer or, as airline personnel. What made it memorable to you? How did it feel?
Tell me a story about your most powerful service recovery. Describe the situation.
Looking to the future, how would you enhance the arrival experience?
Spreading the Stories Reports/Presentations : Circulate a written report in advance of large group meeting (Summit) – sets affirmative tone. Orientation : Build stories into new employee orientation meetings. Newsletter and/or Intranet: Create special column or site to recognize people and their best practices. Interviewer Focus Groups : Bring interviewers together to share stories – fosters cross-functional learning and collaboration.
Spreading the Stories Storytelling Teams : Employee groups available to attend internal or external (e.g., customer) meetings to share positive stories. Video Highlights : Interviewers share findings; played in company cafeterias, at staff meetings, and as part of training sessions. Story Wall: Visual depictions of stories displayed in prominent areas. Meeting Starters : Provide stories to executives for setting tone of creativity and cooperation.
AI Process: Knowledge & Skills Required A doptin g an appreciative mindset Professional obligation: Process Leadership Social Obligation: Partnering in change Managing diversity Life streaming Democratizing strategy Locating and maintaining the energy for change Getting the whole system in the room Empowering participants Integrating micro and macro issues Integrating strategy, structure and culture Facilitating a shared vision Creating social architecture for organizing Transferring ownership of the process Stimulating lots of little fires Sharing responsibility for organizational direction and quality with everyone
Be genuinely curious about others’ experiences, thoughts and feelings.
Listen for great quotes and take good notes of the quotes or stories,
Manage your own time. Have fun!
Tell Me a Story: An Inquiry into Your Life’s Work
One of life’s great gifts is the opportunity to explore the best of who we are and what we have accomplished and contributed to the world through our work. As you think back over your experiences, wherever your life has taken you, can you tell me a story about one of those special moments in which you were your personal best? Recall in full detail when you were filled with excitement about what you contributed positively to the world through your work?
Let’s start with some things about you and your work…and larger sense of purpose.
What is it that you do now, and what most attracted you to your present work—the things you find most meaningful, valuable, challenging or exciting?
What keeps you doing what you do?
When was there a moment or a milestone, where clarity about your life purpose emerged for you, or a time where your calling or work became clearer to you?
Albert Einstein “ No problem can be solved from the same level of consciousness that created it. We must learn to see the world anew.”