Download - XRay Listening UXCampLondon
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X-Ray Listening
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Judy Rees• Former journalist, managed
projects in digital TV, web, mobile • Now facilitates individuals and
groups using X-Ray Listening, and trains others to do so
• Co-author of Clean Language: Revealing Metaphors and Opening Minds
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83 per cent of projects fail
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• 33 per cent cancelled• 50 per cent don’t deliver
what’s wanted
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How the customer explained it
How the project leader understood it
What the customer really wanted
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Who gets the blame?
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• Technology is not failing• We are failing to communicate
effectively
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• Users don’t know or can’t say what they want
• Analysts don’t know how to ask in a way that gets the info
• Information is ‘lost in translation’ throughout the project
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X-Ray Listening
• Particularly effective for uncovering tacit and unconscious requirements
• Tacit requirements – what clients want but don’t say
• Unconscious requirements – what clients don’t realise they want
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X-Ray Listening
• Improves communication between stakeholders throughout the project lifecycle
• Works in different cultural contexts, and in other languages
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Origins
• Latest thinking from Cognitive Linguistics
• Clean Language questions of David Grove, a New Zealand psychologist
• Practical experience from IT and other projects in UK, Netherlands and elsewhere
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Listening Activity 1• First person talks about something
they enjoy• Second person listens
1. Listen fully (until chimes)2. Be distracted (until chimes)3. Listen fully again
• Swap roles
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Listen
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Be distracted
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Listening Activity 1
• What did you notice:• As listener?• As the one being listened to?
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Listening Activity 2• Think of a couple of problems you
have which can be stated in a sentence
• Examples: “I need to get more exercise” or “I want to find a new job”
• Label them A and B
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Listening Activity 2• First person says a sentence about
their problem A• Second person gives their very
best advice• “If I were you….”• “What you should do is…”
• Swap roles
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Listening Activity 2
• What did you notice:• As adviser?• As the one being advised?
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Listening Activity 3• First person says a sentence about their
problem B• Second person asks:
• What would you like to have happen?• Is there anything else about X?• What needs to happen for X? (‘X’ represents one of their exact words)• Swap roles after chimes
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Listening Activity 3
• What did you notice:• As questioner?• As the one being questioned?
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Questions?
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Further reading
• Clean Language: Revealing Metaphors and Opening Minds by Wendy Sullivan and Judy Rees
• Time To Think by Nancy Kline