Communication katas final w handout

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Andrew Annett and Susan Johnston presentation slides and handout from Agile 2013 (final, as presented)

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    xx Naomi
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Communication katas final w handout

  1. 1. Communication Katas Deliberate Practices for Shared Understanding Andrew Annett Susan Johnston Agile 2013 – August 7 – Nashville This file includes the handout.
  2. 2. Individuals and INTERACTIONS over processes and tools 2 Agile Manifesto Introduction
  3. 3. 3Introduction
  4. 4. Brooks’ Law 4 n * (n-1) 2 Introduction
  5. 5. 5 KATA: A structured routine that makes skills and mindset teachable Introduction
  6. 6. 6Introduction
  7. 7. 7 S - Status C - Certainty A - Autonomy R - Relatedness F - Fairness Kata 1 SCARF
  8. 8. 8 Your brain is not your friend Kata #1 - SCARF
  9. 9. 9 S - Status C - Certainty A - Autonomy R - Relatedness F - Fairness Kata 1 SCARF
  10. 10. 10 Kata 2 Thought Balloon
  11. 11. Thought balloon exercise demo • Think of a conversation that didn’t go so well. • What were some unspoken thoughts? • What can we improve? 11Kata #2 – Thought Balloon
  12. 12. Get curious not furious 12
  13. 13. 13 Kata 3 Ladder of Misunderstanding FACT Generally agreed FANTASY Myth or story FICTION Key details altered FACTION Personal spin
  14. 14. 14 AGREED UPON FACTS FANTASY FANTASY FICTION FACTION FICTION FACTION WIDENING GAP IN UNDERSTANDING Kata #3 – Ladder to Misunderstanding
  15. 15. 15 Kata 4 Conversation for Commitment
  16. 16. Possible responses to a request 1. Yes 2. No 3. Postpone the decision 4. Request more information 5. Make a counteroffer 16Kata #4 – Commitment Conversation
  17. 17. Checklist for a reliable promise 1. Performer is capable of doing the task 2. Performer has the capacity to do it 3. Agreed meaning of “done” 4. Performer is sincere in promising 5. Performer is accountable for delivery or ‘make good’ 17Kata #4 – Commitment Conversation
  18. 18. 18Kata #5 – Empathy Map
  19. 19. 19 What does the person THINK + FEEL? What does the person SEE? What does the person HEAR? What does the person SAY + DO? GAIN?PAIN? Kata 5 Empathy Map
  20. 20. Empathy exercise • Think of someone with whom your conversations are not successful • Imagine yourself in their context • Complete the sensory information on the empathy map • Insights? • How will that change your communication? 20Kata #5 – Empathy Map
  21. 21. The Communication Katas 1. SCARF 2. Thought Balloon 3. Ladder of Misunderstanding 4. Conversation for Commitment 5. Empathy Map 21
  22. 22. 22 Practise and repeat a new kata Over time, this changes people’s mindsets Long term, this can change a culture Why?
  23. 23. References + Resources Books Articles • Status and Self-esteem, David Rock http://www.psychologytoday.com/blog/your-brain-work/200910/status-more-accurate- way-understanding-self-esteem • SCARF, David Rock http://www.your-brain-at-work.com/files/NLJ_SCARFUS.pdf • Securing Reliable Promises, Hal McComber http://www.reformingprojectmanagement.com/docs/securing-reliable-promises-on- projects.pdf • Digital Empathy Map http://uxempathy.com/2012/10/digital-empathy-map 23
  24. 24. Thanks Andrew Annett andrew@leanintuit.com @akannett Susan Johnston sue@itsunderstood.com @itsunderstood 24
  25. 25. Agile 2013 Andrew Annett + Susan Johnston 1 Communication Katas Deliberate Practices for Shared Understanding Kata: A structured routine that makes skills and mindset teachable SCARF Thought Balloon Ladder of Misunderstanding Conversation for Commitment Empathy Map Miscommunication creates waste. Where have you seen evidence of this? Kata 1 – SCARF S - Status C - Certainty A - Autonomy R - Relatedness F – Fairness How can you use SCARF to reduce stress in important conversations? Kata 2 – Thought Balloon Recognize the difference between your external dialogue and your internal monologue. Acknowledging what purpose you’re serving reduces your stress. Get curious, not furious. Probe for people’s thinking. Challenge your own thinking. Kata 3 – Ladder to Misunderstanding To get back on track, when you or others have moved towards the top of the ladder, return the focus to the facts .
  26. 26. Agile 2013 Andrew Annett + Susan Johnston 2 Kata 4 – Conversation for Commitment A promise involves two parties, the performer and the requester. Both must be fully involved in the conversation. Characteristics of a reliable promise 1. Performer is capable of doing the task 2. Performer has the capacity to do it 3. Both agree on the meaning of “done” 4. Performer is sincere in promising 5. Performer is accountable for delivery or make good Possible responses to a request 1. Say Yes 2. Say No 3. Defer the commitment 4. Request more information 5. Make a counteroffer Kata 5 – Empathy Map Using the empathy map enables us to deliberately shift our perspective to the other person. It’s a great planning tool for a conversation. As you practise with it, you can do it in real time. Books • Brain Rules, John Medina http://www.brainrules.net • Gamestorming, Dave Gray et al http://www.gogamestorm.com • Quiet Leadership, David Rock http://www.neuroleadership.com/global/home • Talk To Me, Sue Johnston http://talktomebook.com Articles • Status and Self-esteem, David Rock http://www.psychologytoday.com/blog/your-brain-work/200910/status-more-accurate-way- understanding-self-esteem • SCARF, David Rock http://www.your-brain-at-work.com/files/NLJ_SCARFUS.pdf • Securing Reliable Promises, Hal McComber http://www.reformingprojectmanagement.com/docs/securing-reliable-promises-on-projects.pdf • Digital Empathy Map http://uxempathy.com/2012/10/digital-empathy-map Presenters Andrew Annett is a facilitator and coach who believes conversations are the operating system of organizations. Andrew’s experience includes working with teams and organizations to adopt lean and agile methods of organizing work despite his long history in serial delivery. He is based in Waterloo, Ontario. andrew@leanintuit.com Susan Johnston, helps you talk so others listen and listen so others talk. As a coach and trainer, her focus is face-to-face communication. Her skills in change management and teamwork were built as an employee communication specialist in Canada’s banking industry. She lives and works in Waterloo, Ontario. sue@itsunderstood.com
  27. 27. Agile 2013 Andrew Annett + Susan Johnston 1 Communication Katas Deliberate Practices for Shared Understanding Kata: A structured routine that makes skills and mindset teachable SCARF Thought Balloon Ladder of Misunderstanding Conversation for Commitment Empathy Map Miscommunication creates waste. Where have you seen evidence of this? Kata 1 – SCARF S - Status C - Certainty A - Autonomy R - Relatedness F – Fairness How can you use SCARF to reduce stress in important conversations? Kata 2 – Thought Balloon Recognize the difference between your external dialogue and your internal monologue. Acknowledging what purpose you’re serving reduces your stress. Get curious, not furious. Probe for people’s thinking. Challenge your own thinking. Kata 3 – Ladder to Misunderstanding To get back on track, when you or others have moved towards the top of the ladder, return the focus to the facts .
  28. 28. Agile 2013 Andrew Annett + Susan Johnston 2 Kata 4 – Conversation for Commitment A promise involves two parties, the performer and the requester. Both must be fully involved in the conversation. Characteristics of a reliable promise 1. Performer is capable of doing the task 2. Performer has the capacity to do it 3. Both agree on the meaning of “done” 4. Performer is sincere in promising 5. Performer is accountable for delivery or make good Possible responses to a request 1. Say Yes 2. Say No 3. Defer the commitment 4. Request more information 5. Make a counteroffer Kata 5 – Empathy Map Using the empathy map enables us to deliberately shift our perspective to the other person. It’s a great planning tool for a conversation. As you practise with it, you can do it in real time. Books • Brain Rules, John Medina http://www.brainrules.net • Gamestorming, Dave Gray et al http://www.gogamestorm.com • Quiet Leadership, David Rock http://www.neuroleadership.com/global/home • Talk To Me, Sue Johnston http://talktomebook.com Articles • Status and Self-esteem, David Rock http://www.psychologytoday.com/blog/your-brain-work/200910/status-more-accurate-way- understanding-self-esteem • SCARF, David Rock http://www.your-brain-at-work.com/files/NLJ_SCARFUS.pdf • Securing Reliable Promises, Hal McComber http://www.reformingprojectmanagement.com/docs/securing-reliable-promises-on-projects.pdf • Digital Empathy Map http://uxempathy.com/2012/10/digital-empathy-map Presenters Andrew Annett is a facilitator and coach who believes conversations are the operating system of organizations. Andrew’s experience includes working with teams and organizations to adopt lean and agile methods of organizing work despite his long history in serial delivery. He is based in Waterloo, Ontario. andrew@leanintuit.com Susan Johnston, helps you talk so others listen and listen so others talk. As a coach and trainer, her focus is face-to-face communication. Her skills in change management and teamwork were built as an employee communication specialist in Canada’s banking industry. She lives and works in Waterloo, Ontario. sue@itsunderstood.com

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