Communication katas final w handout
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Communication Katas Deliberate Practices for Shared Understanding Andrew Annett Susan Johnston Agile 2013 – August 7 – Nashville
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Andrew Annett and Susan Johnston presentation slides and handout from Agile 2013 (final, as presented)
Transcript of Communication katas final w handout
Communication Katas Deliberate Practices for Shared Understanding
Andrew Annett Susan Johnston
Agile 2013 – August 7 – Nashville
Sue
Text Box
This file includes the handout.
Individuals and INTERACTIONS
over processes and
tools
2
Agile Manifesto
Introduction
3 Introduction
Brooks’ Law
4
n * (n-1) 2
Introduction
5
KATA: A structured routine that makes skills and mindset teachable
Introduction
6 Introduction
7
S - Status C - Certainty A - Autonomy R - Relatedness F - Fairness
Kata 1 SCARF
8
Your brain is not your friend
Kata #1 - SCARF
9
S - Status C - Certainty A - Autonomy R - Relatedness F - Fairness
Kata 1 SCARF
10
Kata 2 Thought Balloon
Thought balloon exercise demo
• Think of a conversation that didn’t go so well.
• What were some unspoken thoughts?
• What can we improve?
11 Kata #2 – Thought Balloon
Get curious not furious
12
13
Kata 3 Ladder of Misunderstanding
FACT Generally agreed
FANTASY Myth or story
FICTION Key details altered
FACTION Personal spin
14
AGREED UPON FACTS
FANTASY FANTASY
FICTION
FACTION
FICTION
FACTION
WIDENING GAP IN UNDERSTANDING
Kata #3 – Ladder to Misunderstanding
15
Kata 4 Conversation for Commitment
Possible responses to a request
1. Yes
2. No
3. Postpone the decision
4. Request more information
5. Make a counteroffer
16 Kata #4 – Commitment Conversation
Checklist for a reliable promise
1. Performer is capable of doing the task
2. Performer has the capacity to do it
3. Agreed meaning of “done”
4. Performer is sincere in promising
5. Performer is accountable for delivery or ‘make good’
17 Kata #4 – Commitment Conversation
18 Kata #5 – Empathy Map
19
What does the person THINK + FEEL?
What does the person SEE?
What does the person HEAR?
What does the person SAY + DO?
GAIN? PAIN?
Kata 5 Empathy Map
Empathy exercise
• Think of someone with whom your conversations are not successful
• Imagine yourself in their context
• Complete the sensory information on the empathy map
• Insights?
• How will that change your communication?
20 Kata #5 – Empathy Map
The Communication Katas
1. SCARF
2. Thought Balloon
3. Ladder of Misunderstanding
4. Conversation for Commitment
5. Empathy Map
21
22
Practise and
repeat a new kata
Over time, this
changes people’s mindsets
Long term,
this can change a culture
Why?
References + Resources
Books
Articles • Status and Self-esteem, David Rock
http://www.psychologytoday.com/blog/your-brain-work/200910/status-more-accurate-way-understanding-self-esteem
• SCARF, David Rock http://www.your-brain-at-work.com/files/NLJ_SCARFUS.pdf
• Securing Reliable Promises, Hal McComber http://www.reformingprojectmanagement.com/docs/securing-reliable-promises-on-projects.pdf
• Digital Empathy Map http://uxempathy.com/2012/10/digital-empathy-map
23
Thanks
Andrew Annett
@akannett
Susan Johnston
@itsunderstood
24
Agile 2013 Andrew Annett + Susan Johnston 1
Communication Katas Deliberate Practices for Shared Understanding
Kata: A structured routine that makes skills and mindset teachable
SCARF Thought Balloon
Ladder of Misunderstanding
Conversation for Commitment
Empathy Map
Miscommunication creates waste. Where have you seen evidence of this? Kata 1 – SCARF S - Status C - Certainty A - Autonomy R - Relatedness F – Fairness
How can you use SCARF to reduce stress in important conversations?
Kata 2 – Thought Balloon Recognize the difference between your external dialogue and your internal monologue. Acknowledging what purpose you’re serving reduces your stress. Get curious, not furious. Probe for people’s thinking. Challenge your own thinking. Kata 3 – Ladder to Misunderstanding
To get back on track, when you or others have moved towards the top of the ladder, return the focus to the facts
.
Agile 2013 Andrew Annett + Susan Johnston 2
Kata 4 – Conversation for Commitment A promise involves two parties, the performer and the requester. Both must be fully involved in the conversation.
Characteristics of a reliable promise
1. Performer is capable of doing the task 2. Performer has the capacity to do it 3. Both agree on the meaning of “done” 4. Performer is sincere in promising 5. Performer is accountable for delivery or make good
Possible responses to a request
1. Say Yes 2. Say No 3. Defer the commitment 4. Request more information 5. Make a counteroffer
Kata 5 – Empathy Map Using the empathy map enables us to deliberately shift our perspective to the other person. It’s a great planning tool for a conversation. As you practise with it, you can do it in real time. Books
• Brain Rules, John Medina http://www.brainrules.net • Gamestorming, Dave Gray et al http://www.gogamestorm.com • Quiet Leadership, David Rock http://www.neuroleadership.com/global/home • Talk To Me, Sue Johnston http://talktomebook.com
Articles • Status and Self-esteem, David Rock
http://www.psychologytoday.com/blog/your-brain-work/200910/status-more-accurate-way-understanding-self-esteem
• SCARF, David Rock http://www.your-brain-at-work.com/files/NLJ_SCARFUS.pdf • Securing Reliable Promises, Hal McComber
http://www.reformingprojectmanagement.com/docs/securing-reliable-promises-on-projects.pdf • Digital Empathy Map http://uxempathy.com/2012/10/digital-empathy-map
Presenters Andrew Annett is a facilitator and coach who believes conversations are the operating system of organizations. Andrew’s experience includes working with teams and organizations to adopt lean and agile methods of organizing work despite his long history in serial delivery. He is based in Waterloo, Ontario.
Susan Johnston, helps you talk so others listen and listen so others talk. As a coach and trainer, her focus is face-to-face communication. Her skills in change management and teamwork were built as an employee communication specialist in Canada’s banking industry. She lives and works in Waterloo, Ontario.
Agile 2013 Andrew Annett + Susan Johnston 1
Communication Katas Deliberate Practices for Shared Understanding
Kata: A structured routine that makes skills and mindset teachable
SCARF Thought Balloon
Ladder of Misunderstanding
Conversation for Commitment
Empathy Map
Miscommunication creates waste. Where have you seen evidence of this? Kata 1 – SCARF S - Status C - Certainty A - Autonomy R - Relatedness F – Fairness
How can you use SCARF to reduce stress in important conversations?
Kata 2 – Thought Balloon Recognize the difference between your external dialogue and your internal monologue. Acknowledging what purpose you’re serving reduces your stress. Get curious, not furious. Probe for people’s thinking. Challenge your own thinking. Kata 3 – Ladder to Misunderstanding
To get back on track, when you or others have moved towards the top of the ladder, return the focus to the facts
.
Agile 2013 Andrew Annett + Susan Johnston 2
Kata 4 – Conversation for Commitment A promise involves two parties, the performer and the requester. Both must be fully involved in the conversation.
Characteristics of a reliable promise
1. Performer is capable of doing the task 2. Performer has the capacity to do it 3. Both agree on the meaning of “done” 4. Performer is sincere in promising 5. Performer is accountable for delivery or make good
Possible responses to a request
1. Say Yes 2. Say No 3. Defer the commitment 4. Request more information 5. Make a counteroffer
Kata 5 – Empathy Map Using the empathy map enables us to deliberately shift our perspective to the other person. It’s a great planning tool for a conversation. As you practise with it, you can do it in real time. Books
• Brain Rules, John Medina http://www.brainrules.net • Gamestorming, Dave Gray et al http://www.gogamestorm.com • Quiet Leadership, David Rock http://www.neuroleadership.com/global/home • Talk To Me, Sue Johnston http://talktomebook.com
Articles • Status and Self-esteem, David Rock
http://www.psychologytoday.com/blog/your-brain-work/200910/status-more-accurate-way-understanding-self-esteem
• SCARF, David Rock http://www.your-brain-at-work.com/files/NLJ_SCARFUS.pdf • Securing Reliable Promises, Hal McComber
http://www.reformingprojectmanagement.com/docs/securing-reliable-promises-on-projects.pdf • Digital Empathy Map http://uxempathy.com/2012/10/digital-empathy-map
Presenters Andrew Annett is a facilitator and coach who believes conversations are the operating system of organizations. Andrew’s experience includes working with teams and organizations to adopt lean and agile methods of organizing work despite his long history in serial delivery. He is based in Waterloo, Ontario.
Susan Johnston, helps you talk so others listen and listen so others talk. As a coach and trainer, her focus is face-to-face communication. Her skills in change management and teamwork were built as an employee communication specialist in Canada’s banking industry. She lives and works in Waterloo, Ontario.
