1. TheEffective useof Subject Matter Experts in Serious Games Copyright 2014 The Learning Alchemist Patricia Franklin~ Serious Play Conference Universityof SouthernCalifornia July21th -24th,2014

2. Copyright 2014 The Learning Alchemist 3. Copyright 2014 The Learning Alchemist 4. Our keepers of the flame Subject Matter Experts Copyright 2014 The Learning Alchemist 5. SME-based Serious Games can: Copyright 2014 The Learning Alchemist Integrate knowledge-sharing and processes with an organizations strategic business objectives Integrate knowledge-sharing with performance management processes -- making it a core competency Reward experts who are recognized for participation Encourage employees to see knowledge-sharing as a leadership development opportunity Whats not to love? 6. Simulations Simulations Tell me and I'll forget. Show me and I may remember. Involve me and I'll understand. -- Chinese Proverb Copyright 2014 The Learning Alchemist 7. Think Like a Game Designer Tough lessons in Safe Environment Emotions-driven Interactivity Perfect Teaching Moment Emotion Drives Engagement Dramatic Arc: Set Up Dilemma Chaos Resolution Interventions SMEs Mentors Meta Mentors Resources Copyright 2014 The Learning Alchemist 8. Think Like a Game Designer Act 2: Dilemma Dramatic ArcAct 1: Set Up Act 3: Chaos Act 4: Resolution Copyright 2014 The Learning Alchemist 9. Emotion Drives Engagement Make Consequences Count. Copyright 2014 The Learning Alchemist 10. SMEs 11. Copyright 2014 The Learning Alchemist Mentors 12. Heroes Leaders Heroic Impactful Meta Mentors are: Inspiring Theyve Got Grit Copyright 2014 The Learning Alchemist 13. SssStory Dont Die with the Music In You Subject Matter Experts Meta Mentors Mentors Transformative Learning Transformative Learning Simulation Copyright 2014 The Learning Alchemist Simulation 14. Copyright 2014 The Learning Alchemist 15. Copyright 2014 The Learning Alchemist SMEs come in all Shapes, Sizes & Attitudes. 16. Copyright 2014 The Learning Alchemist 17. Copyright 2014 The Learning Alchemist 18. Copyright 2014 The Learning Alchemist 19. Copyright 2014 The Learning Alchemist 20. Copyright 2014 The Learning Alchemist 21. Copyright 2014 The Learning Alchemist 22. Copyright 2014 The Learning Alchemist 23. Copyright 2014 The Learning Alchemist 24. Copyright 2014 The Learning Alchemist 25. Copyright 2014 The Learning Alchemist 26. Copyright 2014 The Learning Alchemist 27. Copyright 2014 The Learning Alchemist 28. Sponsor Identifies the expert Copyright 2014 The Learning Alchemist 29. Copyright 2014 The Learning Alchemist 30. Whats the Sponsors Vision? Copyright 2014 The Learning Alchemist 31. Research Think about why the person has been identified as an expert. Find out everything you can: History with the organization Accomplishments and successes Special skills and abilities Relationships with customers/constituents and other employees. Learn about their failures Copyright 2014 The Learning Alchemist 32. Kick Off Meeting Tell SME what you want ahead of time. Set time limit / series of meetings. Drop by their office. Read the room. Break the ice. Copyright 2014 The Learning Alchemist 33. What are they passionate about? What do they want to be recognized for? Whats W.O.W. worthy? Copyright 2014 The Learning Alchemist 34. Be a Star Copyright 2014 The Learning Alchemist 35. Copyright 2014 The Learning Alchemist 36. Terry Gross "A remarkable blend of empathy and warmth, genuine curiosity and sharp intelligence," says the San Francisco Chronicle. "Anyone who agrees to be interviewed must decide where to draw the line between what is public and what is private," Gross says. "But the line can shift, depending on who is asking the questions. What puts someone on guard isn't necessarily the fear of being 'found out.' It sometimes is just the fear of being misunderstood." Copyright 2014 The Learning Alchemist 37. How to Express Understanding No judging Feel peoples feelings Eye contact Let them talk, vent Body contact Sharing, relating experiences Be patient Show you are listening Acknowledging Paraphrasing Copyright 2014 The Learning Alchemist 38. Watch outs: Closed Questions Pretend you are listening Hijack the conversation Judgment / blame Avoid eye contact Yawning Talking Harping on mistake Give them a solution or advice w/o permission Not caring Dismissive Distracted Copyright 2014 The Learning Alchemist 39. Eww Oh yeah? Is that all you got? Watch outs: Copyright 2014 The Learning Alchemist 40. Establish Trust Copyright 2014 The Learning Alchemist 41. Hone Your Interview skills Respect Reinforce Trust Positive feelings, environment Active listening Copyright 2014 The Learning Alchemist 42. One thought per question. Ask questions that ask: Relevant, factual, specific info Small Talk First. How do you feel about x (the product, relationship, etc.) How long have you worked on this project? How do people most benefit from ... Copyright 2014 The Learning Alchemist 43. SME Star Turn Repurpose audio for simulation interventions. Copyright 2014 The Learning Alchemist Test Recording Equipment Takes Notes Log Time Code 44. Open-ended Questions 1. Cannot be answered with a simple yes or no. They open up the dialogue. 3. What How Who When Why. What do you think about...? What qualifications are required? How do you feel about...? 4. Be careful when asking Why questions so they dont come across as confrontational. 5. Objective questions. These ask for specific information. What was the evidence? How have you been handling this process? What factors are necessary to raise the bar? 6. Problem-solving questions. Ask these when you want action ideas. What should you do next? How would you implement the steps we just discussed? Copyright 2014 The Learning Alchemist 45. Closed Questions Closed questions often begin with Are Can Did Do etc. Closed questions also come in different types: Identification questions ask What kind of gizmo is this? Who is responsible for this...? Selection questions ask either/or. Who is right, the manager or the employee? Yes/no questions. Does this customer need this? Has the new process been presented to the managers? Copyright 2014 The Learning Alchemist 46. Idea Questions These questions usually start with the words: Imagine... Suppose... Predict... If..., then... How might... Can you create... What are some possible consequences... Some examples of idea questions are: Suppose XYZ were to happen within the next three months. How would that affect team dynamics? If our founder returned today, what would she think about the changes? What are some possible consequences if employees do not accept this initiative? Copyright 2014 The Learning Alchemist 47. Ask focused questions to elicit facts or concepts. Recalling facts. What is the function of [this program]? Defining terms. What is a [bit, byte, gigabyte]? Categorizing. What characteristics do all these [services] share? Confirming. When have you seen anything like this before? Focused Questions Copyright 2014 The Learning Alchemist 48. Establish a Logical Flow What (is the process, principle, practice, idea, overview?) Why (is it important?) Who (is the customer/constituent, user, provider, deliverer, recipient?) When (is this best used, applied, practiced, delivered?) Where (is it best used, applied, practiced, delivered?) How (do you do what you do?) Be explicit about what you want respondents to do: tell a story offer tips and insight outline a process provide opinion pointers, etc. Be considerate of experts time by preparing well in advance. This will also reduce editing time. Copyright 2014 The Learning Alchemist 49. Follow-Up Questions Can you explain what you mean by that? Can you give us an example? How often does that happen? Has that ever happened before? How do you know that? How would someone else know that? What was your (his/her) role in that? What happened next? Copyright 2014 The Learning Alchemist 50. TipsNever: Anticipate what's coming Interrupt Finish sentences Criticize Argue Show Bias Stereotypes Tolerate silence: Elicit deeper thoughts More consideration Juicier facts "I shouldn't probably be telling you this, but..:" Copyright 2014 The Learning Alchemist 51. For Compelling Simulations: Focus on Failure Copyright 2014 The Learning Alchemist 52. Copyright 2014 The Learning Alchemist 53. What was the worst thing that happened? (Or that could have happened?) Who was affected? What were the costs? What would you have done differently? Copyright 2014 The Learning Alchemist 54. Listen with your eyes, Body posture, Movements, Facial Expressions. Observe your 'Presence' Copyright 2014 The Learning Alchemist 55. Listen with your heart: Analyze feelings, Notice loudness of speech, Notice pace, Hear tone, Feel the emotions. Copyright 2014 The Learning Alchemist 56. Being listened to feels so much like being loved, we cannot tell the difference. Copyright 2014 The Learning Alchemist 57. Go deep. Copyright 2014 The Learning Alchemist 58. Provide the Big Picture Help your SME realize their impact. His or her experience carries great value & meaning. They are heroic. Copyright 2014 The Learning Alchemist 59. Classic Four Act Drama-Based Inquiry Copyright 2014 The Learning Alchemist 60. Act One: Set Up Who was on the project? What were they like? (roles, ages, experience, personality types, issues, agendas) Who else should have been involved? What was the goal? Where did it happen? Act One: Set Up Copyright 2014 The Learning Alchemist 61. Act Two: Dilemma What did you discover early on that gave you pause? What choices did you face? What was at stake? Which option did you go for and why? What did you think was going to happen with each option? How were you led to believe these outcomes? Copyright 2014 The Learning Alchemist 62. Act Three: Chaos What triggered the situation? How were you surprised? How were you prepared? What would you have done differently? How would you describe the damages? What did you learn? Copyright 2014 The Learning Alchemist 63. Act Three: Chaos What experts, mentors, historic figures, celebrities, etc. would you have liked to have heard from at the time? What would they have said? What resources books, files, manuals, etc. would have been ideal to have had and why? Copyright 2014 The Learning Alchemist 64. Act Four: Resolution How did you and others deal with the chaos? Was it satisfactory? How could it have been better for everyone? What lessons did you and others learn? How have you applied the learning & experience? Copyright 2014 The Learning Alchemist 65. Learning Integrated Framework Environment (LIFE) Integrates assessment, simulation, mentoring & collaboration Subject Matter Experts War Stories Become the basis of Simulations Scenarios: Act I Set up Act II Dilemma Act III Chaos Act IV Resolution Serious Games Copyright 2014 The Learning Alchemist 66. Act 2: Dilemma Act 1: Set Up Act 4: Resolution LIFE Assessment /Sim /Mentoring /Collaboration Copyright 2014 The Learning Alchemist Act 3: Chaos Act 4: Resolution 67. Act I: Set Up Copyright 2014 The Learning Alchemist 68. Copyright 2014 The Learning Alchemist 69. Act II: Dilemma Copyright 2014 The Learning Alchemist 70. Copyright 2014 The Learning Alchemist 71. Decision Tree Do Not Accept Them Investigate Put them on Non- Critical Tasks Try to Resolve their Feud 112_Decision Time 1a 1b 1d 1e 178_JB internal Voice 180_Dorle, JB too bad About Lilly 181_JB is it true? 182_JB, Lily, Afraid so? 183_JB internal Voice Decision Tree Are you really that unhappy? Dont do this Lilly Sorry to see you go 5a 5b 5c 184_Lily, Ok, But What? 185_JB You, Trey, Me Will talk 186_JB It wasnt easy 187_Decision Decision Tree Whats up with you two? Bury the Hatchet What Can I do? 188_JB_Get Underneath The story 189_Fragile Peace Where to go? Decision Tree 190_Decision Ill give you an easy Project Ill give you a hard project Im putting you on Separate projects 191_Okay, Im fine 192_Keys to Success 193_Summary 6 a 6b 6c 7 a 7 b 7 c Options Take assessment Or Replay (Back to 112) Score Score Score Incorrect Result--Montage Incorrect Result--Montage Score Copyright 2014 The Learning Alchemist 72. Copyright 2014 The Learning Alchemist 73. Act III: Chaos Copyright 2014 The Learning Alchemist 74. Act IV: Resolution Copyright 2014 The Learning Alchemist 75. SME-based Serious Games can: Integrate knowledge-sharing with strategic business objectives Make knowledge sharing a core competency Reward experts who are recognized for participation through performance management. Encourage employees to see knowledge-sharing as a leadership development opportunity Copyright 2014 The Learning Alchemist 76. Individual Development Plans 77. SME Leaders Inform Inspire & Transform us Copyright 2014 The Learning Alchemist 78. ThankYou! Patricia Franklin patricia@thelearningalchemist.com www.thelearningalchemist.com 858792-0961 Copyright 2014 The Learning Alchemist