1. Organizational ConversationOrganizational Conversation
David Gurteen
SIKM Sept 2013

2. What is our mostWhat is our most
effective KM tool?effective KM tool?

3. 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
Common Knowledge

4. 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 spreads
intellectual capital, improves
cooperation, and strengthens
personal relationships.
Jay Cross, Informal Learning

6. Henry of Germany giving a lecture at the
University of Bologna in the 14th century

7. Have you ever questioned the lecture asHave you ever questioned the lecture as
a means of teaching/learning?a means of teaching/learning?

8. Gurteen Knowledge CafeGurteen Knowledge Cafe
London, September 2002

9. Global Knowledge CafésGlobal Knowledge Cafés
• I have run them all over the
world
• Some interesting cultural
experiences
• Format always works
• People love to talk
• Discovered their power

10. Basic Café ProcessBasic Café Process
• Speaker makes short presentation
• Poses a trigger question
• Small group conversations at tables
• Three rounds of conversation
• Whole group conversation (circle)
• Share actionable insights Process can be adapted depending on
purpose, context, numbers, venue etc

11. Guiding PrincipleGuiding Principle
• The Knowledge Café provides an environment for an
open learning conversation
– Anything that gets in the way of the conversation should be avoided
– It is about dialogue not debate

12. Café PrinciplesCafé Principles
• Everyone is equal; no table leaders; no reporting back
• No one is forced to do anything
– OK to just listen
• People are trusted to talk about what is important
– OK to go off-topic
• People take the real outcomes away in their heads
• Minimal summarization or attempt to reach consensus

13. Café OutcomesCafé Outcomes
• Outcomes are what you take away in your head
• Deeper understanding of the issues discussed
• Deeper insight into other people’s perspectives
• Better appreciation of your own point of view
• Improved relationships
• Position to make more informed decisions

14. A true Knowledge CafeA true Knowledge Cafe
A true Knowledge Café is not about group decision
making or reaching a consensus or a documented
proposal.
A true Knowledge Café is about individual learning,
and insights; the surfacing of assumptions, issues,
problems, and opportunities; seeing things that have
not been seen before or seen only dimly.
David Gurteen

15. Harnessing the power ofHarnessing the power of
conversation in ourconversation in our
organisationsorganisations

16. Conversational ToolsConversational Tools
• Knowledge Cafés
• Knowledge Jams
• Peer Assists, After Action
Reviews, Retrospects
• Anecdote Circles
• Ritual Dissent
• Reverse Brainstorm
• Open Space Technology
• Unconference, unworkshop
and Barcamps
• Conversation Dinners and
Walks

17. Knowledge Café ApplicationsKnowledge Café Applications

18. Replace the Death byReplace the Death by
PowerPoint/LecturePowerPoint/Lecture

19. Trinidad & Tobago Oil and GasTrinidad & Tobago Oil and Gas

20. Transform any TalkTransform any Talk
• Move from
– presentation + Q&A
– 30 mins + 10 mins
• to
– presentation + reflection
+ conversation + Q&A
• Allow
– 20 mins presentation
– 2 mins for reflection
– 10 mins for conversation
– 8 mins for Q&A
KM UK
KM Australia
KM Singapore
ECU Forum Mumbai + Johannesburg

21. Surfacing IssuesSurfacing Issues

22. ISN ZurichISN Zurich
• Dramatic improvement in
inter-team dialog,
collaboration & knowledge
sharing
• Many internal work processes
overhauled as a result
• Explosion of new ideas &
initiatives on the part of staff at
all levels of the organization
• Empowered staff to speak up
and take the initiative
Chris Pallaris
Chief Editor, ISN, Zurich

23. ING Bank Academy, AmsterdamING Bank Academy, Amsterdam
Transform ManagementTransform Management
TrainingTraining

24. Challenging MindsChallenging Minds
• Education programme for
mid-level managers
• Abandoned lecture style
training
• Small Knowledge Café
style conversations
around specific topics
• Short videos downloaded
from YouTube

25. Transform MeetingsTransform Meetings

26. Transform Decision Making MeetingsTransform Decision Making Meetings
• Break meetings into two parts
• To better understand the issues
– Dialogue - Café style
– Divergent
– Understanding
• To make decisions and plans
– Debate
– Convergent
– Making a decision

27. Do you agree?Do you agree?
Is conversation our mostIs conversation our most
effective KM tool?effective KM tool?

28. www.gurteen.comwww.gurteen.com
David GURTEEN
Gurteen Knowledge
Fleet, United Kingdom
Tel: +44 7774 178 650
Email: david.gurteen@gurteen.com
• Get in touch if you would
like a copy of my
Knowledge Café Tipsheet
• It’s available in several
different languages