The People Factor

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Management workshop for North Korean professionals in Pyongyang on September 3, 2013. Ideas based on scrum, agile management, and Marshall B. Rosenberg's non-violent communication approach (NVC).

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The People Factor

  1. 1. The People Factor
  2. 2. Nils Weisensee • Co-Founder and General Manager of Café del Volcán, Faldas del Volcán and formerly YOMO Artisan Roast Coffee • Former Product Manager and Community Manager at The Netcircle in Shanghai • Expertise in management, business development, marketing, branding, media, communications and technology • Born in Germany, two years in the USA, five years in China
  3. 3. Doing business. What’s it all about?
  4. 4. 100% of customers are people. 100% of employees are people. If you don’t understand people, you don’t understand business. Simon Sinek
  5. 5. The better a company understands the needs of its customers and employees, the more successful it will be in the long-term.
  6. 6. Connection Affection / Respect / Trust Autonomy Independence / Power / Choice Purpose Reflection / Inspiration / Meaning Predictability Stability / Protection / Safety Pleasure Joy / Fun / Relaxation Based on Marshall B. Rosenberg’s Nonviolent Communication approach
  7. 7. Everything we do is a strategy to fulfill a need.
  8. 8. happy friendly optimistic proud excited thankful satisfied worried frustrated angry detached uncomfortable discouraged unhappy fulfilled unfulfilled
  9. 9. But how?
  10. 10. Customers
  11. 11. Competition Product Location Price Classic sales
  12. 12. Competition Product Location Price Classic sales
  13. 13. Competition Product Location Price Classic sales ?
  14. 14. PHYSICAL NEEDS SOCIAL NEEDS SERVICES
  15. 15. What do customers want?
  16. 16. Connection.
  17. 17. A Company. A Friend! Who are you? What's your story? What's your history? What's your goal? Why should I care?
  18. 18. Café del VolcánA Company. A Friend! Who are you? What's your story? What's your history? What's your goal? Why should I care? We’re a group of friends who created a place to share our passion and serve great coffee to all people in Shanghai.
  19. 19. Practice Session 1 • Write 5 characteristics that describe your company. Example: friendly, unreliable, fun, boring, innovative. • Write 1 sentence that describes your company like a person. Example: Coca Cola is relaxed, fun and easy-going, but also big and over-weight. • If your company was a person, would you like to be friends? How could your company’s personality be improved?
  20. 20. PHYSICAL NEEDS SOCIAL NEEDS SERVICE
  21. 21. 21 Conclusions • A successful company has a personality, a story, a history, and a goal. • A successful company develops a connection with its customers like a friend. • Once a company builds connection, prices becomes secondary and customers become fans.
  22. 22. Questions?
  23. 23. Employees
  24. 24. Classic management
  25. 25. Classic management Plan Manage Execute
  26. 26. PHYSICAL NEEDS SOCIAL NEEDS WORK
  27. 27. Why is this a problem?
  28. 28. CONNECTION WITH CUSTOMERS FRIENDLINESS HONESTY HAPPINESS PASSION RESPECT ✔
  29. 29. INEFFICIENCY LACK OF PURPOSE LACK OF TRUST LACK OF INNOVATION LACK OF AUTONOMY LACK OF RESPECT ✘
  30. 30. So, what do employees need?
  31. 31. Connection. Purpose. Autonomy. Predictability. Pleasure.
  32. 32. Connection: Small teams
  33. 33. Purpose: Clear goals High Priority Goal 1 Goal 2 Goal 3 Medium Priority Goal 4 Goal 5 Goal 6 Low Priority Goal 7 Goal 8 Goal 9
  34. 34. Autonomy: Time to think High Priority Goal 1 Goal 2 Goal 3 Medium Priority Goal 4 Goal 5 Goal 6 Low Priority Goal 7 Goal 8 Goal 9 ? ? ? ?
  35. 35. Predictability: Transparent reviews ✔ ✔ ✔ ✔ ✔ ✘ ✘ ✘ ✔ High Priority Goal 1 Goal 2 Goal 3 Medium Priority Goal 4 Goal 5 Goal 6 Low Priority Goal 7 Goal 8 Goal 9
  36. 36. Pleasure: Celebration of achievement ✔ ✔ ✔ ✔ ✔ ✘ ✘ ✘ ✔ High Priority Goal 1 Goal 2 Goal 3 Medium Priority Goal 4 Goal 5 Goal 6 Low Priority Goal 7 Goal 8 Goal 9
  37. 37. Small teams. Clear goals. Time to think. Transparent reviews. Celebration of achievement. Connection. Purpose. Autonomy. Predictability. Pleasure.
  38. 38. Practice Session 2 • Team challenge: Which group can build the most stable paper tower? • Create two big teams (20 members) and two small teams (5 members) • You have 5 minutes to finish your tower! • What did you observe in your team?
  39. 39. Conclusions • A successful company develops a personal connection with its employees. • A successful company gives autonomy to small teams, so they find purpose in their work and can develop new ideas. • A successful company sets clear goals and celebrates achievement with its employees.
  40. 40. Success Failure happy friendly optimistic proud excited thankful satisfied worried frustrated angry detached uncomfortable discouraged unhappy fulfilled unfulfilled
  41. 41. 100% of customers are people. 100% of employees are people. If you don’t understand people, you don’t understand business.
  42. 42. Thank you! Questions?

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