Four Superpowers you need to Avoid Misdirection

Here’s the situation…

For nearly 50 years, Interaction Associates has been delivering workshops, facilitating meetings and consulting to individuals, teams and organizations to improve the way people lead, plan and collaborate to get work done. Until recently we conducted our work in various rooms around the world where people had gathered to learn, connect and solve problems. In the last few years, many of our clients have told us that they no longer intend to bring people together for learning experiences. Instead, they want to bring the learning to their employees through web-enabled collaboration platforms like WebEx® Zoom® and Adobe Connect®.

How do we re-design our programs so they can be delivered virtually?

If you’re among the nearly dozen subscribers to the UnstuckMinds Blog, you should know that simply answering the question above is like diving headfirst into quicksand. First, the question ignores the adaptive challenge faced by our veteran consultants being asked to facilitate virtually. I have previously written about the emotional impact of meeting our client’s requests to conduct virtual training. Secondly, the question contains two of the question traps I’ve written about: The question includes a veiled solution and is framed too narrowly.

I used the example of re-designing for virtual learning at a recent workshop to illustrate how the way we frame our questions can misdirect us. The purpose of the workshop was to teach leaders how to ask better questions using the Unstuck Minds Method. When I applied the method to transform the challenge into a better question, I developed an insight into an aspect of the situation we have not been paying attention to – more on that in a moment.

The Unstuck Minds Method synthesizes four well-researched thinking systems: strategic thinking, systems thinking, social network analysis and design thinking; it’s like the Justice League of thinking systems. Each dimension of the method applies a corresponding thinking system in pursuit of new information, new insights and new options. Each thinking system brings its corresponding “superpower” to rescue us when we get stuck.

The dimensions are represented as compass points to reinforce the idea that when we’re unsuccessfully dealing with a challenge, it’s often our orientation to our problem that is preventing us from getting unstuck.


Dimension Thinking System Superpower
Contextual Inquiry Strategic Thinking Reduce the risk of missing something important
Critical Inquiry Systems Thinking Avoid solving the wrong problem
Collaborative Inquiry      Social Network Analysis      Make it easier for people to take concerted action  
Creative Inquiry Design Thinking Increase the novelty of our options

Using the Unstuck Minds Method on the example of virtual training that I brought to the workshop led me to a useful insight. Face-to-face leadership development workshops meet two distinct kinds of needs, a “connection” need and a “development” need. Technology opens up options for meeting the development need, but often at the expense of the connection need. Bringing people together for traditional classroom learning experiences is not just about the transfer of knowledge, skills and tools. Organizations benefit from the cross-boundary exchange of ideas and the strengthening of social networks when diverse groups share an experience together.

With respect to the development need, technology overcomes one of the most persistent disadvantages of traditional classroom learning experiences. Those of us who facilitate development workshops can never be certain that what people learn in the classroom will translate into behavior change on the job. Technology makes it possible to equip leaders with the tools and skills they need without taking them “offline” to learn them. For example, before I conduct an important and potentially contentious meeting, I’d love to access a checklist and a video on my smart device and maybe schedule quick FaceTime interaction with a coach rather than find the relevant tools in the participant manual gathering dust on my bookshelf.

When you tease apart the connection need from the development need, you end up with two different questions. Instead of asking, “How do we re-design our programs so they can be delivered virtually?” We could be asking:

  1. How might we help out clients create transformative experiences that enhance and sustain cross-boundary collaboration?
  2. How might we help leaders access tools and expertise when they need it most?

If an Opportunity Presented Itself, Would you Notice?

During a lecture at the University of Lille in 1854, Louis Pasteur remarked, “In the fields of observation, chance favors only the prepared mind.” Getting unstuck often starts with an interesting situation getting your attention. What makes a situation interesting enough to get our attention is that it deviates from the norm. We notice something and then have an insight that connects what we notice to an opportunity for an improvement. If the 3M scientist, Dr. Spencer Silver had ignored the result of his failed experiment to make a super-strong adhesive, we might have been stuck in a world without Post-It Brand sticky notes. If the Swiss engineer, George de Mestral had not marveled at the tiny hooks that allowed cockle-burs to attach themselves to his dog’s fur, we might never have benefitted from the hook and loop fastening system known as VELCRO®. Silver and de Mestral had prepared minds when an opportunity knocked.

Organizational leaders feel disoriented by the volatility and hyper-competiveness of today’s business environment. What’s worse, we can no longer rely on traditional management tools like business process optimization to produce predictable results. Process optimization doesn’t work when a process becomes obsolete. For example, why expend energy reducing the cost of producing music CDs when nobody wants them? Consequently, topics like innovation and design thinking have replaced process reengineering as popular skill sets for managers.

Unfortunately, leaders who have been trained to optimize business processes are not well equipped to take advantage of interesting situations that deviate from the norm. Generally speaking, the minds of today’s leaders are not well prepared to be favored by chance. For most of today’s leaders, chance is a nemesis; variability is the enemy of efficiency and productivity. When design thinkers encourage us to invite uncertainty and ambiguity into management processes, they create problems for leaders who have been trained to reduce surprises and variability. Anticipating the emerging challenge of preparing managers to become more innovative, Jeanne M. Liedtka and John W. Rosenblum wrote in a 1996 article for the California Management Review,

When we reduce variation, we increase the performance of the system in the short term. In the long term, we deprive the system of the new information that it needs to move forward.

Henry Mintzberg, a pioneer of strategic thinking made a similar point, “…tomorrow’s vision may grow out of today’s aberration.”

The “prepared mind” gets more chances to improve things because it can recognize opportunities that the unprepared mind ignores or dismisses. The prepared mind is curious and asks questions. The prepared mind has an expansive outlook and a flexibility of attention capable of entertaining a wide range of options. The barrier to improving our organizations may not be a lack of analytical skill or imagination. The problem may be that the unprepared organizational mind only knows what it sees, because it can only see what it already knows.

What are you Listening for?

When engaged in conversation, humans don’t listen to something; rather they listen for something. At the beach, we listen to the sounds of the ocean. At a concert, we listen to the music. Something changes when we listen to another person, especially when that person is responding to a question we’ve asked.

To say that we “listen for” something is to call attention to the fact that when we pose a question, we are meeting a need.

In conversation with someone, you are attentive in different ways based on the context of the interaction and the life experience responsible for the thoughts and feelings that accompany your listening. The police investigator listens differently to the question, “where were you last night?” than a concerned friend wanting to know why you didn’t come to her party. Imagine you have just returned from a tour of wineries in Bordeaux, France. You are standing with a group of people at a dinner party and you strike up a conversation with someone you have just met. You ask, “How do you know our host?” The person tells you that she met the host at a wine and cheese tasting event at the museum of modern art. Odds are that the reference to “wine and cheese” will be more salient than the reference to “modern art.”

The questions we choose to ask are windows into our thinking. What we listen for is influenced by the interplay of who we are and how we are thinking and feeling. The questions we choose to ask are in turn, influenced by what we listen for. Getting stuck often means that the information you get from the questions you ask does not alter anything about who you are and what you think and feel about the situation. If we are not changed by the information we are getting, we won’t change what we are listening for. If we don’t change what we are listening for, we won’t be able to think of better questions. I refer to this simplified version of confirmation bias as, “the inquiry loop.”

To illustrate how the Inquiry Loop influences the emergence of information and options, let’s deconstruct two possible versions of an interaction between a manager and a team member during a one-on-one performance discussion.

Manager’s Inquiry Loop

Version One

Manager’s Inquiry Loop

Version Two

Manager’s thoughts and feelings about the situation This will be a short meeting; getting information from Barry is like pulling teeth. He gets his work done and doesn’t complain. No point in making this conversation awkward for either of us. I feel like I count on Barry year after year, but I don’t really know much about him. He never speaks up in staff meetings and I sense that he finds these annual one-on-one’s uncomfortable. I’m going to challenge myself to break the pattern and see if we can’t build rapport.
What the manager is listening for The information I need to complete the performance development form Something I never knew before about Barry that might spark an idea for how to make work better for him and maybe even help him be better at what he does.
Question

(Asked by the manager)

“I can’t believe it’s been another year. OK, Barry you know the drill. What are your three goals for the coming year?” Barry, before we get to the form I wanted to ask you something. The other day I went by your desk and saw a picture of you and maybe some friends dressed in some elaborate costumes. Forgive me for being nosey, but I was wondering what was going on in that picture?
Information

(How the team member answers the question)

Barry slips a piece of paper to his manager, “I answered all the template questions in writing to save us time.” Barry blushes and looks away. After a moment he says, “It was a cosplay competition at an Anime convention. I actually won an award for that costume, but I’m sure you don’t want to hear about the weird stuff I do on the weekends.”
Given, the team members’ response, the manager’s thoughts and feelings  

I knew he hated these conversations as much as I do. Maybe next year, we can get this done by e-mail.

 

I have no idea what he’s talking about, but obviously there is a passion for creative expression that we are not tapping into.

 

Of course, things get complicated when you consider that there is an inquiry loop at work influencing what the other person in a conversation is thinking, feeling and listening for. For our purposes, it is enough to develop our awareness of what influences our own questions and to develop our own ability to listen for a change when we feel stuck.

If you are a student or a practitioner of improvisational theater, you already know the emphasis improvisers place on the skill of listening. For the uninitiated, it may seem counter-intuitive that actors and comedians engaged in improvisations would prioritize listening over having something interesting to say. Keith Johnstone is a British theater director, author, playwright and teacher who pioneered a number of theater exercises and techniques. Johnstone’s philosophy of improvisation has a spiritual quality to it. For Johnstone, the great improvisers are channeling an emergent creation by being attentive, not by being prepared. In Johnstone’s view of the art form, improvisers don’t get stuck because they run out of things to say, they get stuck because they try to be clever and impose something on a scene and end up losing the thread of what is being created. Even when listening, we can impose ourselves. If I’m improvising onstage and eager to try out the Russian accent I’ve been practicing, I will listen for an opportunity to introduce a character from Russia. Johnstone beautifully described what great improvisers and great listeners are listening for. He wrote,

Instead of telling actors that they should be good listeners (which is confusing), we should say, ‘Be altered by what’s said’ (1999, page 59)

When we listen with an intention to be altered, the unstuck strategies disrupt the stabilizing effects of the inquiry loop by allowing a better question to prompt new information that in turn alters our thoughts, our feelings, and ultimately what we are listening for.

Johnstone, K (1999). Impro for Storytellers. New York, NY: Routledge

Get Lost

Making Discoveries by Losing your Way

A standard compass is a device that helps you get oriented to your location because the needle of the compass points north no matter what direction you face. Being oriented means that you have a way to understand your position even when you are in new or strange surroundings. A traditional compass works because the location of magnetic north is fixed.

UM Compass

When it comes to orienting ourselves to our workplace dilemmas, we treat the assumptions that guide our traditional problem solving approaches like an immutable “magnetic north.” Unfortunately, the rules of the game in business by which we steer our organizations are shifting.

When your tried-and-true routines for making progress stop working and you can’t understand why, you become disoriented. If despite your best efforts a problem persists or you see an opportunity, but have no idea how to pursue it, your orientation to the situation may be part of the problem. The Unstuck Minds Compass is a tool to help you evaluate your orientation to your situation by pushing you to ask questions you have not been asking.

 

In today’s volatile, hypercompetitive environment, we can no longer set our course by the rules of the game that served as “magnetic north” since the emergence of the modern corporation. As an example, consider one magnetic north assumption that has oriented business leader’s thinking for generations, namely an organization’s relationship to its competition. One guiding assumption of business has been, “protect your secrets.” The formula for Coca-Cola must be kept in a vault. The source code for our software cannot be shared. Lately though, attitudes about competition and collaboration have begun to shift. A 2013 Harvard Business Review article written by Ben Hecht, the President and CEO of Living Cities declared, “Collaboration is the New Competition.” In his 2014 book about the emergence of new organizational forms called, “Reinventing Organizations,” Frederic Laloux wrote, “when an organization truly lives for its purpose, there is no competition. Anybody that can help to achieve the purpose on a wider scale or more quickly is a friend, an ally, not a competitor” (p. 195).

You can agree or disagree with what may seem like radical attitudes about competition. More importantly, you may want to ask yourself, “Which set of assumptions about the competition do I want to steer my organization by?” When your guiding assumptions become ineffective, you may need to start by letting go of your assumptions. Instead of getting oriented to your situations, you may need to start by losing your way. A standard compass keeps you oriented to predictable options, the Unstuck Minds Compass gets you reoriented so that you can venture into territory that presents unpredictable options.

Photo Credit: Peter Bernik