Our most effective KM tool is conversation
The words we choose, the questions we ask, and the
metaphors we use to explain ourselves
are what determine our success in creating new knowledge
as well as sharing that knowledge with each other.
Nancy DixonCommon Knowledge
Conversation is the most powerful learning technology ever
invented
Conversations carry news, create meaning, foster cooperation, and
spark innovation.
Encouraging open, honest conversation through work space design, setting ground rules for
conversing productively,
and baking conversation into the corporate culture spreads
intellectual capital, improves cooperation, and strengthens
personal relationships.
Jay Cross, Informal Learning
Have you ever questioned the lecture as Have you ever questioned the lecture as a means of teaching/learning?a means of teaching/learning?
Global Knowledge CafésGlobal Knowledge Cafés
• I have run them all over the world
• Some interesting cultural experiences
• Format always works
• People love to talk
• Discovered their power
Basic Café ProcessBasic Café Process
• Speaker makes short presentation
• Poses a trigger question
• Small group conversations at tables
• Three rounds of conversation
• Whole group conversation (circle)
• Share actionable insightsProcess can be adapted depending on purpose, context, numbers, venue etc
Guiding PrincipleGuiding Principle
• The Knowledge Café provides an environment for an open learning conversation
– Anything that gets in the way of the conversation should be avoided
– It is about dialogue not debate
Café PrinciplesCafé Principles
• Everyone is equal; no table leaders; no reporting back
• No one is forced to do anything– OK to just listen
• People are trusted to talk about what is important– OK to go off-topic
• People take the real outcomes away in their heads
• Minimal summarization or attempt to reach consensus
Café OutcomesCafé Outcomes
• Outcomes are what you take away in your head
• Deeper understanding of the issues discussed
• Deeper insight into other people’s perspectives
• Better appreciation of your own point of view
• Improved relationships
• Position to make more informed decisions
A true Knowledge CafeA true Knowledge Cafe
A true Knowledge Café is not about group decision making or reaching a consensus or a documented
proposal.
A true Knowledge Café is about individual learning, and insights; the surfacing of assumptions, issues,
problems, and opportunities; seeing things that have not been seen before or seen only dimly.
David Gurteen
Harnessing the power of Harnessing the power of conversation in our conversation in our
organisationsorganisations
Conversational ToolsConversational Tools
• Knowledge Cafés• Knowledge Jams• Peer Assists, After Action
Reviews, Retrospects• Anecdote Circles• Ritual Dissent• Reverse Brainstorm• Open Space Technology• Unconference, unworkshop
and Barcamps• Conversation Dinners and
Walks
Transform any TalkTransform any Talk
• Move from – presentation + Q&A– 30 mins + 10 mins
• to – presentation + reflection
+ conversation + Q&A
• Allow– 20 mins presentation– 2 mins for reflection– 10 mins for conversation– 8 mins for Q&A
KM UKKM Australia
KM Singapore ECU Forum Mumbai + Johannesburg
ISN ZurichISN Zurich
• Dramatic improvement in inter-team dialog, collaboration & knowledge sharing
• Many internal work processes overhauled as a result
• Explosion of new ideas & initiatives on the part of staff at all levels of the organization
• Empowered staff to speak up and take the initiative
Chris Pallaris
Chief Editor, ISN, Zurich
ING Bank Academy, AmsterdamING Bank Academy, Amsterdam
Transform Management Transform Management TrainingTraining
Challenging MindsChallenging Minds
• Education programme for mid-level managers
• Abandoned lecture style training
• Small Knowledge Café style conversations around specific topics
• Short videos downloaded from YouTube
Transform Decision Making MeetingsTransform Decision Making Meetings
• Break meetings into two parts
• To better understand the issues– Dialogue - Café style– Divergent– Understanding
• To make decisions and plans– Debate– Convergent– Making a decision
Do you agree?Do you agree?
Is conversation our mostIs conversation our mosteffective KM tool?effective KM tool?
www.gurteen.comwww.gurteen.com
David GURTEEN Gurteen Knowledge Fleet, United Kingdom
Tel: +44 7774 178 650 Email: [email protected]
• Get in touch if you would like a copy of my Knowledge Café Tipsheet
• It’s available in several different languages