INSIGHT EXPERIENCEwww.insight-experience.com

152 Commonwealth Avenue | Concord, MA 01742 | 978-369-0639 | info@insight-experience.com

Beyond the Lecture: Experiential Learning For Large Groups 

A webinar from Insight Experience

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• Insight Experience helps leading companies develop leaders and execute strategy•We create dynamic business-based learning

experiences that connect leadership to business results•We work globally across industries, at all levels of

management, with a focus on Fortune 1,000 clients

About Insight Experience

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Adults learn by doing

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“Practice isn't the thing you do once you're good. It's the thing you do that makes you good.”

― Malcolm Gladwell, Outliers: The Story of Success

Source: SAVO Group. Source: National Training Laboratories.

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Why?

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New Ideas Experiential Learning

Large Groups

Market Insights… Strategy Alignment…Strategy Engagement… Organization

Capability…Acquisition Integration… Culture Shift…

Change Launch…

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• EnergyTrak is a global energy management company.

• Strong share in corporate clients

• Limited share with low margins in serving small businesses

• Shifting their service model for small business to an online, more self-serve model

• New self serve system called YourSiteTrak in pilot testing: 6 months from readiness for global rollout

• Call center leaders have not hired new reps for 12 months in anticipation of a workforce reduction as workloads decline

• Short term workloads in the call center are very heavy

Let’s try…

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• Workloads are highly variable from 97% to 142% of capacity

• Small business customers are highly price sensitive

• YourSiteTrak reduced call center volume by 18% during first month of pilot

Data and videos give the group insight about the issue

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Accelerate rollout of YourSiteTrak to reduce call center volumes more quickly

Hire temporary employees for six months to cover current volumes until YourSiteTrak is released

Continue to manage heavy workloads until YourSiteTrak is ready for deployment

Raise prices to Small Business to reduce volume of customers

Restructure call center operations to focus on Large Corporate accounts and allow service levels for Small Business to decline

Poll: What would you do?

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Accelerate Temporary Stay the Course

Raise Prices Restructure0%

2%

4%

6%

8%

10%

12%

EBIT Small Business Share

What results did you see?

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Small Business Customer Satisfaction Overall market reputation Employee morale Call center service quality YourSiteTrak performance and reliability Customer acceptance of YourSiteTrak Leadership alignment and support Financial results for corporate parent

What is the most important risk to manage given the action you selected?

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Results of Action By Team

Accelerat

e-T1

Accelerat

e-T2

Stay t

he Course-T3

Raise pric

es-T4

Restructu

re-T5

Temporary-T

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Stay t

he Course-T7

Stay t

he Course-T8

Raise pric

es-T9

Raise pric

es-T10

Restructu

re-T11

Temporary-T

12-2%0%2%4%6%8%

10%12%14%16%

EBIT Small Business Share

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Results of Action After Managing Risks

Accelerat

e-T1

Accelerat

e-T2

Stay t

he Course-T3

Raise pric

es-T4

Restructu

re-T5

Temporary-T

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Stay t

he Course-T7

Stay t

he Course-T8

Raise pric

es-T9

Raise pric

es-T10

Restructu

re-T11

Temporary-T

120%

2%

4%

6%

8%

10%

12%

14%

16%

EBIT Small Business Share

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We create learning with six key steps

Describe a recognizable

situation

Create real tensions

that people feel

Work with peers to address

the challenge (practice a

skill)

Commit to decisions or

actions

See Feedback

Compare their Paths

Show the impact

Connect to real life

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Developing interpersonal skills

Three Roles

Establish Foundation

Frame the Discussion

Explore and Identify New

Solutions

Agree and Act

Productive Conversations Process

Share perspectives

Confirm understanding

Agree on areas of alignment

Agree on roles and communication

Agree on decision-making criteria

Engage others, when necessary

Build trust by following up

Identify gaps and conflict

Agree on a shared objective

Evaluate tradeoffs

Commit to next steps

Acknowledge conflicts and risks

Abandon pre-conceived positions

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Coaching has two important dimensions

USING EFFECTIVE MINDSET

USIN

G E

FFEC

TIV

E P

RO

CESS

GREAT COACHING

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• Daryl is extremely personable and recognized for extraordinary customer service in the past

• He is well respected and active as a trainer in the call center

• He displayed negative body language during an employee roundtable

• His supervisor has shared concerns that Daryl believes the new strategic direction is a poor one

What leader Karen knows….

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What the participant “playing” Daryl sees…

Notes for being Daryl:• Daryl is thoughtful but adamant.

• Daryl only sees the “downside” of the strategic shift, not the opportunity to enable EnergyTrak to serve Large Corporate customers even more effectively.

• Daryl really wants to be heard—so if the GM doesn’t ask his opinion, he shuts down and becomes less engaged. “I’ve heard it all before. You just don’t see the market at the front line the way I do.”

• If asked his view, he explains that he believes that any customer is a good customer, particularly those he has worked hard to build relationships with. “These customers have high needs and I spend a lot of time with them, I know, but they really value our service. That cannot be bad.”

• Daryl feels that being honest is important and one of his values. “I cannot sit in these sessions and say nothing. If I don’t believe in what we are doing, I have to express my opinions. That’s part of why I have skipped the past few training sessions. I don’t want to make things worse.”

• Daryl reacts positively if the GM:– Asks his opinion– Lays out a clear and compelling vision– Asks him to try to shift his behavior– Agrees to keep in touch and discuss his concerns and feedback as the change rolls out

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You can download this form by clicking the link above the polling area on your screen.

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How was effective was Karen’s coaching PROCESS?0

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4

3

2

1

DID NOT ADDRESS

HIGHLY EFFECTIVE

SOMEWHAT EFFECTIVE

NOT EFFECTIVE

How was effective was Karen’s coaching MINDSET?0

5

4

3

2

1

DID NOT ADDRESS

HIGHLY EFFECTIVE

SOMEWHAT EFFECTIVE

NOT EFFECTIVE

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Each individual can see...

In a big group, we see interesting data

And we show the group...

USING EFFECTIVE MINDSET

USIN

G E

FFEC

TIV

E P

RO

CESS

GREAT COACHING

USING EFFECTIVE MINDSET

USIN

G E

FFEC

TIV

E P

RO

CESS

GREAT COACHING

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Conversations Impact Employee & Business Metrics

T1 T2 T3 T4 T5 T6 T7 T8 T9 T10 T11 T120%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Call Center Morale Small Business NPS

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What advice would you give Karen?

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More practice• Repeat, retry, observe• Pair and share real challenges

Reflection• Best practice sharing• Personal assessment

Connection• Leader perspectives• Personal action planning

What could come next

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Why does this work? Four power-ful concepts

Power of the

Familiar

Power of Polling

Power of Feedback

Power of Peers

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Taking the learning beyond the ballroom…

Cascaded meetings with a consistent message

Feedback for leadership by mining the data

Continue the learning with modules and “moments”

Individual reports and feedback

Improve collaboration Challenge participants to frame and address opportunities across boundaries

Shift strategic direction Let participants manage the business with new decisions & direction

Develop innovation skills Practice skills of design thinking and entrepreneurial action

Announce a reorganization Enable participants to live in a new future with new decision rights

Change investment criteria Analyze a fictional portfolio of initiatives and prioritize them

Accelerate a major change Structure “head and heart” change activities and manage pitfalls

If your challenge is to…

Craft an experience to…

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The next time you see this:

Think this:

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www.insight-experience.com152 Commonwealth Avenue

Concord, MA 01742 978-369-0639

INSIGHT EXPERIENCE

info@insight-experience.com

@InsightXP