Kata-Based Lean Communication

Transcription

Kata-Based Lean Communication
Meryl Runion Rose
Chief Learning Officer
SpeakStrong
MWCC Mid-Atlantic Lean Conference
7-8 November, 2012
©2011 Meryl Runion, www.speakstrong.com
Principles and Practices for Synergy and Collaborative Excellence
©2012 Meryl Runion Rose www.thesynergycenter.com and www.speakstrong.com
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Mine
 Declarative know-it-all
 Pushy
 Too literal
 Quick to judge a
discovery process
 Self-righteous
 Withholding
 Defensive
 Passive-aggressive
 Unclear
Yours
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OPPORTUNITYNOWHERE

OPPORTUNITYNOWHERE
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Here?
Here?
Here?
Here?
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1. Look good 2. Be right

3. Be real
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Competition
 It’s all about me
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Cooperation
 It’s all about we
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Customer pull
 It’s all about serving
the customer
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Aspiratory
Journey of discovery
Manage by means
Process focus
Authentic
Influence
Customer focus
Dynamic
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IMMEDIATE
and
UNIVERSAL
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 Our vision of perfection inspires us and
guides us to excellence. It isn’t meant to drive
us to the unobtainable.
 A vision of perfection gives us a direction
worthy of our time.
 Our definition of perfection is like the ocean –
the closer we get, the more we feel the
breezy salt air.
 Imagine a world where…
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What would happen if…?
Wouldn’t it be great to try…?
I wonder if we could…?
Let’s try it out instead of think it out.
Let’s try a simple experiment and test our
theories
Let’s PDCA that
Let’s go to the Gemba and find out
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 I notice the improvement. How did you
achieve it?
 What are you trying to achieve?
 Where are you now?
 What is currently in your way?
 What is your next step? What do you expect?
 When can we see what you learned from that
step?
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 How did you accomplish this?
 What mistakes did you make?
 Did you ever consider giving up?
 What inspired you to keep going?
 How did you figure out what would work?
 What obstacles did you have to overcome?
 What turning points were there?
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 I might be higher on the org chart, and I still
learn from you.
 I won’t pretend to have all the answers.
 I don’t even know enough right now to ask
good questions.
 I don’t know how we’ll get there, but I do
know how we’ll figure out how to get there.
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Will you please open your fist?
Will you please open your fist because I’m
afraid if you don’t, we’ll both flunk this
exercise.
What are you holding on to?
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
“The purpose of a company is to improve the
quality of life of the customer. Money is a
byproduct of doing that well”
Paul Akers
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Customer safety is what matters most to us
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What does the customer want?
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Even filling out this invoice properly is part of
how we serve the customer
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I came in here thinking one thing, and having
listened to you, I have a new perspective
That (policy, opinion, etc.) came before we
learned _____ )
How do you see things differently now from
when you entered the room?
My original voice evolves moment to
moment
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Dynamism
Aspiration
Discovery
Means
Customer
Influence
Process
Authenticity
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A specific practice
A repeated routine to increase adaptiveness
and skill
The quick brown fox jumped over the lazy dog.
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A way of keeping two things in alignment
or synchronization with each other
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A compelling vision
to aspire toward…
…clarity about
where you are…
…a plan to navigate
known territory… …a method to navigate the
unknown through the
©2012 Meryl Runion Rose www.thesynergycenter.com
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Step 1: center yourself inside your communication vision
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Poor skills
Unconscious habits
Lack of trust
Culture of
compliance
Drama
Conflict
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Assumptions
Ego
Negativity
Silos
Ineffective systems
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Stop, start,
continue?
Yes, and…?
Attitude alchemy?
Sarcasm fast?
“Yes” fast?
Pass the challenge?
3 questions?
ABCD?
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C.L.E.A.R. kata?
The ironic gift?
Prepared phrases?
5 questions?
SpeakStrong
Formula?
Perspective alchemy
The flipping point?
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Share one thing someone does you’d like
them to stop (or think they’d like to stop and
you’re okay with that)
Share one thing they don’t do you’d like it if
they started doing
Share one thing they are already doing you’d
like them to continue
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
Replace “yes but” with “yes AND”
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Fear
Your
landmines
Complicit
Respect and align
Aspire and achieve
opportunity
Great
phrases
Describe and inquire
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Your
landmines
Describe and inquire
Aspire and achieve
opportunity
Great
phrases
Respect and align
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Participants write a challenge on a piece of
paper and pass it to the person on the right.
Participants write a solution, insight,
suggestion or experiment under the
challenge
Keep going until it gets to the original owner
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Challenge yourself to ask 3 questions about
what someone says to uncover hidden
questions
Invite others to do the same when you
explain something or make a suggestion that
may or may not be clear
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Slow down and start
over from the
beginning, explaining
fundamentals and each
step in detail
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1.
2.
3.
4.
5.
Center
Launch, Listen and Learn
Experience and Elevate
Alchemize and Augment
Respond
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Find the gift in blunders, flubs,
incompetence, aggression, passivity and
other frustrating communication
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I think
I feel
I want
Head: Describe and inquire
Heart: Respect and align
Will: Aspire and achieve
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What are you trying to achieve?
Where are you now?
What is currently in your way?
What is your next step? What do
you expect?
When can we see what you learned
from that step?*
*Mike Rother, Toyota Kata
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Say what you mean
Mean what you way
Without being mean when you say it
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①
Yours
③
Theirs
②
How do you see the situation?
What do you think, feel and want?
How do they see the situation?
What do they think, feel and want?
Shared – from the synergy center
How can you describe the situation in a way that
incorporates both perspectives?
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Turn problems and complaints into magnets for
focused aspiration
1. I don’t want… 
2. I do want…
3. A first step to get there is…
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Did you get the response you were going for?
What did you learn?
What will your next step be?
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Action step: Set a communication target
condition and use a kata practice to achieve it
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This is a lot to cover in a day let alone and
hour.
The good news is, you can bring me in…
or arrange for me to train your team in KataBased Communication online.
Let’s take a journey of discovery together.
Meryl Runion Rose
719-684-2633
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Question & Answer
Please fill out your session feedback and leave it
at the back of the room!
This Session Is: 02-05-03 Benson
Are you a future presenter?
Contact Jeff Fuchs, jfuchs@choosemaryland.org
About presenting at next year’s
Mid-Atlantic Lean Conference.
MWCC Mid-Atlantic Lean Conference
7-8 November, 2012

Kata-Based Lean Communication

Transcription

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