David Gurteen - Workshop - KM Middle East 2011


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David Gurteen's worksop at KM Middle East 2011, Abu Dhabi, www.kmmiddleeast.com

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David Gurteen - Workshop - KM Middle East 2011

  1. 1. Conversation is dialogue 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 Conversation Theodore in an Oxford Historian Gurteen Knowledge Gurteen Knowledge Café Masterclass KM Middle East 2011 United Arab Emirates Abu Dhabi Gurteen Knowledgewww.kmmiddleeast.com 1 info@kmmiddleeast.com
  2. 2. 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 Gurteen Knowledgewww.kmmiddleeast.com 2 info@kmmiddleeast.com
  3. 3. Agenda • 13:00 – 13:30 Introductions (30 mins) • 13:30 – 14:00 Business is a Conversation (30 mins) • 14:00 – 14:30 Knowledge Café Process (30 mins) • 14:30 – 15:00 Coffee (30 mins) • 15:00 – 16:00 Run a Knowledge Cafe (60 mins) • 16:00 – 16:30 Applications (30 mins) • 16:30 – 17:00 Action Review (30 mins) Gurteen Knowledge Photographs Gurteen Knowledgewww.kmmiddleeast.com 3 info@kmmiddleeast.com
  4. 4. Speed Networking Gurteen Knowledge Business is a Conversation Gurteen Knowledgewww.kmmiddleeast.com 4 info@kmmiddleeast.com
  5. 5. 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 a learning technology 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 • Jay Cross is a spread intellectual capital, improve cooperation, champion of and strengthen personal relationships. Informal Learning Jay Cross, Informal Learning Gurteen Knowledgewww.kmmiddleeast.com 5 info@kmmiddleeast.com
  6. 6. Conversation is our most 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 Dixon Nancy Dixon Common Knowledge Associates Gurteen Knowledge Conversation is a meeting of minds Conversation is a meeting of minds with different memories and habits. When minds meet, they dont just exchange facts: they transform them, reshape them, draw different implications from them, engage in new trains of thought. Conversation doesnt just reshuffle the cards: it creates new cards. • Theodore in an Oxford Theodore Zeldin Historian Conversation • Conversation is creativewww.kmmiddleeast.com 6 info@kmmiddleeast.com
  7. 7. KM is about understanding For all our knowledge, we have no idea what were talking about. We dont understand whats 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? Its through stories that we understand how the • Its about understanding world works. & sense making • Through conversation & David Weinberger, The Cluetrain Manifesto storytelling Conversation is dialogue 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 Conversation Theodore in an Oxford Historian Gurteen Knowledgewww.kmmiddleeast.com 7 info@kmmiddleeast.com
  8. 8. 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 Gurteen Knowledge Summary • Business is a conversation • Conversation is creative • Understanding is more important than knowing more • Dialogue is the key to quality conversations Gurteen Knowledgewww.kmmiddleeast.com 8 info@kmmiddleeast.com
  9. 9. Conversation/Questions Gurteen Knowledge Gurteen Knowledge Café Process Gurteen Knowledgewww.kmmiddleeast.com 9 info@kmmiddleeast.com
  10. 10. Principles of the Gurteen Knowledge Cafe • All about relaxed, non-threatening, open conversation • No one is forced to do anything • Everyone is equal • No table leaders • No reporting back • Sharing circle: individual summary at end • No overall summarization or attempt to reach consensus • No capture on flip-charts • Outcome: what people take away in their heads Gurteen Knowledge What are the outcomes? • Real outcomes are what you take away in your head – A deeper understanding of the issues 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! Gurteen Knowledgewww.kmmiddleeast.com 10 info@kmmiddleeast.com
  11. 11. Knowledge Circle Gurteen Knowledge What resources are needed to run a Knowledge Café? • 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 Gurteen Knowledgewww.kmmiddleeast.com 11 info@kmmiddleeast.com
  12. 12. 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 Gurteen Knowledge 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 Gurteen Knowledgewww.kmmiddleeast.com 12 info@kmmiddleeast.com
  13. 13. Whats the process? • Facilitator takes 5 - 15 minutes to introduce the Knowledge Café and the theme • Purpose of the Knowledge Café 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 Gurteen Knowledge 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 Gurteen Knowledgewww.kmmiddleeast.com 13 info@kmmiddleeast.com
  14. 14. 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’ Gurteen Knowledge 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 Gurteen Knowledgewww.kmmiddleeast.com 14 info@kmmiddleeast.com
  15. 15. 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 Gurteen Knowledge 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 Gurteen Knowledgewww.kmmiddleeast.com 15 info@kmmiddleeast.com
  16. 16. 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! Gurteen Knowledge 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 Gurteen Knowledgewww.kmmiddleeast.com 16 info@kmmiddleeast.com
  17. 17. Conversation/Questions Gurteen Knowledge Lets run a Knowledge Cafe Gurteen Knowledgewww.kmmiddleeast.com 17 info@kmmiddleeast.com
  18. 18. Business is a conversation The characteristics of conversations map to the conditions for genuine knowledge generation and sharing: theyre unpredictable interactions among people speaking in their own voice about something theyre interested in. David Weinberger The Cluetrain Manifesto Business is a conversation People implicitly acknowledge that they dont have all the answers (or else the conversation is really a lecture) and risk being wrong in front of someone else. And conversations overcome the class structure of business, suspending the organization chart at least for a little while. David Weinberger The Cluetrain Manifestowww.kmmiddleeast.com 18 info@kmmiddleeast.com
  19. 19. Business is a conversation If you think about the aim of Knowledge Management as enabling better conversations rather than lassoing stray knowledge doggies, you end up focusing on breaking down the physical and class barriers to conversation. David Weinberger The Cluetrain Manifesto Café Conversation What is the role of conversation and how do we encourage more conversation in our organizations? Gurteen Knowledgewww.kmmiddleeast.com 19 info@kmmiddleeast.com
  20. 20. Lunch Gurteen Knowledge Applications of the Caféwww.kmmiddleeast.com 20 info@kmmiddleeast.com
  21. 21. What are the outcomes? • Real outcomes are what you take away in your head – A deeper understanding of the issues 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! Gurteen Knowledge Where might you use the Café? • Surface hidden problems & opportunities • Encourage knowledge sharing & informal learning • Spark action • Improve decision making and innovation • Address disengagement and lack of voice • Help people make sense of the world • Help people feel ownership of things • Retain talent • Reduce dependence on external facilitators Gurteen Knowledgewww.kmmiddleeast.com 21 info@kmmiddleeast.com
  22. 22. Generic Applications • As part of any presentation • To glean feedback on say a policy document • Replace a series of one-on-one interviews • Collaborative writing effort – knowledge café – Individual blogging – Wiki document creation • Part of a meeting say to present future plans or strategy Gurteen Knowledge Some real Café applicationswww.kmmiddleeast.com 22 info@kmmiddleeast.com
  23. 23. 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 Gurteen Knowledge 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 Gurteen Knowledgewww.kmmiddleeast.com 23 info@kmmiddleeast.com
  24. 24. Canal Boat Café • On canals in Amsterdam • At end of week of workshops & visits • To help summarise the week • And develop plan for action Gurteen Knowledge Trinidad & Tobago Oil and Gas • Expert talks Gurteen Knowledgewww.kmmiddleeast.com 24 info@kmmiddleeast.com
  25. 25. StatoilHydro • To surface issues as a result of a merger • Series of Cafes to bring retiring experts together with younger members 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 Gurteen Knowledge What applications do you see for the Knowledge Café?www.kmmiddleeast.com 25 info@kmmiddleeast.com
  26. 26. Recording Outcomes Recording Outcomes • Café is about the transfer of tacit knowledge – not about making tacit knowledge explicit! • Recording can stifle the conversation • Café often best as part of a larger process • Avoid disrupting the conversation • Participants should not record group notes • OK for personal notes Gurteen Knowledgewww.kmmiddleeast.com 26 info@kmmiddleeast.com
  27. 27. Recording Outcomes • Why? – That’s what we always do! – As a record – Share with others who were not there – Justify to boss – For a good business purpose • If nothing will be done with the recording then don’t record it! Gurteen Knowledge Ideas for recording outcomes • Appoint an external person to take notes – Direct capture to laptop! • Capture 1 item from each person & collate • Encourage people to blog the session • Audio capture and transcription • Visual capture Gurteen Knowledgewww.kmmiddleeast.com 27 info@kmmiddleeast.com
  28. 28. How would you capture outcomes? Tips and techniques Gurteen Knowledgewww.kmmiddleeast.com 28 info@kmmiddleeast.com
  29. 29. The theme • A topic people feel passionate about • Complex issues • Only ONE question • Open ended question • Action oriented Gurteen Knowledge 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 Gurteen Knowledgewww.kmmiddleeast.com 29 info@kmmiddleeast.com
  30. 30. 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 Gurteen Knowledge 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 Gurteen Knowledgewww.kmmiddleeast.com 30 info@kmmiddleeast.com
  31. 31. 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) • Actual café (London & Barcelona) Gurteen Knowledge The room • Important • Small, cosy • Small round tables • Good acoustics • Paper/toys on tables • Lecture theatre? Gurteen Knowledgewww.kmmiddleeast.com 31 info@kmmiddleeast.com
  32. 32. The tables Gurteen Knowledge Holding in a lecture theatre • Difficult but not impossible • Problem of moving between groups • Problem of whole group conversation – reporting back • Need for microphones Gurteen Knowledgewww.kmmiddleeast.com 32 info@kmmiddleeast.com
  33. 33. 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) Gurteen Knowledge Knowledge circles • Greenwich Story • KM World • Jakarta Workshop • Not as difficult as it seems Gurteen Knowledgewww.kmmiddleeast.com 33 info@kmmiddleeast.com
  34. 34. 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 Gurteen Knowledge 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 Gurteen Knowledgewww.kmmiddleeast.com 34 info@kmmiddleeast.com
  35. 35. Wrap up • No need to summarise at length • Keep it short and simple • Thank people Gurteen Knowledge Other Conversational Toolswww.kmmiddleeast.com 35 info@kmmiddleeast.com
  36. 36. Other Conversational Tools • Gurteen Knowledge Café • Traditional Knowledge Café – Flip charts, capture, report back etc • Conferences – Speak, conversation, Q&A • Reverse Café • Conversation Dinner • World Cafe • Open Space • Anecdote Circles • Appreciative Inquiry Gurteen Knowledge How is the Knowledge Cafe different from the World Cafe? • Different roots • Usually shorter • For smaller numbers of people • Less preparation required • Flip chart paper & pens optional • No table leaders • No reporting back • More business oriented Gurteen Knowledgewww.kmmiddleeast.com 36 info@kmmiddleeast.com
  37. 37. How is Open Space Technology different from Knowledge Café? • OST Process is more complex • Used other than to gain mutual understanding – e.g. problem solving and defining agendas • Meetings tend to be larger – often 100s of people compared to dozens for the Café • Meetings tend to last longer – often days rather than hours Gurteen Knowledge 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 Gurteen Knowledgewww.kmmiddleeast.com 37 info@kmmiddleeast.com
  38. 38. 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 Gurteen Knowledge www.gurteen.com David GURTEEN Gurteen Knowledge Fleet, United Kingdom Tel: +44 7774 178 650 Email: david.gurteen@gurteen.com Gurteen Knowledgewww.kmmiddleeast.com 38 info@kmmiddleeast.com
  39. 39. 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/ Gurteen Knowledgewww.kmmiddleeast.com 39 info@kmmiddleeast.com