Making Knowledge Work

March 3, 2013

LIKE 43 – Coaching without the Why

Filed under: Communication, LIKE — virginiahenry @ 3:27 pm

It’s been my experience that only the most expert of practitioners can explain the basics of their discipline in simple terms.
Where those who are less-than-expert blather and quote theory at you, the expert converses with you, sharing their personal knowledge in accessible language.

Karen Drury  is an expert Executive Coach, and at last week’s LIKE she provided us with an impressive and accessible introduction to Coaching.

LISTENING

Karen started by getting us to listen to her explanation of four levels of listening we engage in:

Cosmetic Listening: Familiar territory for nearly all of us!  The kind of listening that engages your face and body (so the speakers feels you might be listening) while leaving the mind free to roam from shopping lists to planning the next hour or the next holiday.
Engaged Listening: During which you actually listen, but with maybe half an ear – whilst preparing what you’re going to say when the speaker draws breath.

Active Listening: These conversations progress quite slowly, because the listener is really listening and, when they speak, asks relevant questions – rather than making statements or offering unsolicited advice.

Deep Listening:  The intense level of focused listening that professional Coaches are capable of.  This deep level of listening entails noticing not just what is said but the way it is expressed, the accompanying non-verbal signals and the thoughts behind the words.
it’s skilled and difficult work, because the Coach is not simply a sounding-board, but a trusted guide – helping the person they’re coaching to investigate issues, examine options, decide on courses of action and find the resolution to act on those decisions.

So the questions asked by a Coach must be carefully chosen and worded.  Karen told us it was important to ask open questions (those which begin, for example, with ‘What’ or ‘How’), and very important to ask only one question at a time .  And, she explained, a Coach should avoid beginning a question with “Why…..?”.  “Why” questions are likely to throw those questioned onto the defensive – implying they should justify a decision or action.

wheel_of_life

 

REFLECTIONS AND INSIGHTS

Karen then got us to examine the balance in our Life Wheels (similar to this one) where the outer rim was 10 out of 10 and the inner scores decreased to zero in the centre.

When we’d all completed our wheels, Karen pointed out that it was as much an exercise in identifying how blessed one was, as it was in noting areas for attention.  And she was right – we all had a number of high-scoring spokes near our wheel rims.  But if we’d taken any of the wheels on the road, they’d have made juddering progress, as specific spokes, such as Self-image and Recreation/Fun, dipped toward the hub.

 

 

So we paired up and, using our new awareness of active/deep listening, discussed with each other what could be done about these neglected areas of our lives.

As Karen had predicted, being listened to in such a focused way was enough for some of us to diagnose the problem, examine optional actions and come to a resolution – while the listener barely uttered a word.

It’s amazing what you can get done in the hour before dinner.  Especially with the help of an empathic ear and an expert guide.

DSCN1461

Before we settled to dinner and further discussion Karen gave us lots of tips on free online resources to follow up on – but those notes are lost………I’m still working on the “organise your note-taking” resolution!  Just don’t ask me “why is it taking you so long?” – you might undermine my resolve 🙂

April 25, 2011

Mobile Information. LIKE 23

Filed under: Communication, LIKE — Tags: , , — virginiahenry @ 3:46 pm

On the last evening of March Mark Needham – the far-sighted founder of Widget (UK) Ltd – presented us with information at the speed of LIKE 😉

Just a few days before we welcomed the 500th person to join the London Information & Knowledge Exchange, it was especially appropriate that one of our newest expert members should give us a lightening review of the evolution of ‘pocket computers’.

Mark told us how a Starship hero in “The Mote in God’s Eye” had used a pocket computer in 1974, long before they were available to us in this tasty world.  By the 1980s you didn’t need so much imagination to see the future coming.  Mark was then working at Psion and their Organiser 1 . was a revolutionary device.  Its 2k of RAM and 8k or 16k memory cards may seem puny now but, Mark told us, the evolutionary line from Psion to Smartphone is clear.  And the great inventions – microprocessors, the worldwide web and wireless networks – that enable us all to carry pocket computers have been around for over two decades.

Mark compared the delay between the emergence of such innovations, and public uptake of them, to the time lapse between the invention of the internal combustion engine in the late 19th century and the mass production of the Model T Ford in the 1920s.  And, just as cars have remained basically recognisable for the past century, handheld computers are likely to undergo lots of minor improvements, but remain consistently familiar to us.  It may become common practice for us to use our phones for video calls and to make movies – but Mark’s iPhone will still carry the data he’s been transferring to each new device since he first saved it to his Organiser 30 years ago.

Henry Ford, with his vision of consumerism as the key to world peace, would probably have been delighted by the ubiquitous Smartphone and, maybe, even more chuffed that its development is so obviously being driven by user demand.

Andrew Swaine, another expert member of LIKE, runs knowledge sharing and internal communications at ARM 

Andrew explained the powerful influence Smartphone users were having on the evolution of his industry.  The focus used to be on how fast a computer was, now it’s all about power consumption: pocket computers need to run for an entire day (his Smartphone works for 10 hours, but his laptop battery lasts for 2 hours!).  And although battery technology isn’t progressing very fast, people are writing programmes taking into account not only how fast they are, but how much power they consume.

Speed of performance is high on Users list of must-haves too, so Andrew foresaw a pretty rapid evolution from multi-core (lots of phones are now dual core) to many-core.

And platforms are being consolidated – impatient users will demand a single working environment across all platforms.  Andrew hoped one day to be able to plug his iPhone into a docking station, as he currently does his laptop.

There’s lots of change happening in his industry, not least because it was taken rather by surprise at the big deal applications on phones became – in such a short time.  The web wasn’t really ready for it.  Andrew reckons that we’ll end up using web applications a lot more, to overcome carrier and storage issues, and improve user experience.

Users rule!  When, as is the case, the interactive experience is more important than the underlying hardware – anything that irritates a user is “officially” a bug (music to the ears of anyone who has worked with uncompromising, unempathic Developers :-))!   If you’ve lost data because you didn’t save a document, you are not a stupid user – the interface is wrong.  So on mobile phones and tablets, you don’t need to remember to save stuff.

Andrew said it wasn’t because there’s anything special about mobile:  it’s just that at this period of change in the industry it has been possible to change underlying assumptions about user behaviour quite rapidly.

After the inevitable comparisons of what mobile devices we all had on us (to my perverse delight – it’s not like I don’t know how desirable Apple stuff is – we HTC users seemed to outnumber the iPhoners, and lots of us had business Blackberries) we got down to a pre-dinner exercise. Groups around different tables were asked to identify the kinds of information different professionals need to access via their pocket computers, and the barriers to doing so.

Requirements included:

Office documents, contact details, schedules, spreadsheets etc, legal information, research papers, reference sites, Hansard (for MPs), news reports, business systems, audio and video, sites for the co-ordination of activities (in case of Aid Agencies), lesson plans and registers (in the case of Teachers)

And among the Constraints were:

Tiny screens, the need for the device to be as effective at ‘ input’ as it is at ‘consumption’ of data, lack of single sign-on, lack of  voice recognition, unreliable infrastructure, employer policies, information management issues such as document versioning control and lack of confidence in data security – eg of cloud hosting under US regulatory system.

Well, Ford cars may not be the most inspiring of analogies, but the Maserati brothers  started creating their steel symphonies just a couple of decades after Henry’s Model T first came out – and look where that’s led in a relatively short time!  It surely won’t be long before our pocket computers can do all the stuff we want and need them to do.  Probably rather stylishly.

Talking of innovative chaps, my wonderful husband has just ordered me a Kindle.  On the basis that “you’ve always got your nose in a book, might as well have a lightweight collection to carry around”.  Among my first downloads will be a chapter or two of Mark Needham’s new eBook “66 Famous Plots Updated with Modern Technology”   Apparently it all started with Bill Proud’s tweet from Anna Karenina……

August 28, 2010

Active Listening

Filed under: Communication — Tags: , — virginiahenry @ 3:03 pm

Do you find it difficult to read to the end of an email message before deciding what it’s about?  Have you ever scanned the first few lines of a missive then hit ‘reply’ and dashed off a response?

I’ve done it lots of times, and had it done to me far too often!  It’s frustrating and time-consuming.  You end up having to send another email, repeating the question you asked or the statement you made in your original second line or paragraph.  What should have been a straightforward exchange can become a convoluted maze of misinterpretation…..

So now I try to keep email communication as clear and brief as possible: unambiguous subject line, short sentences, clear statement of the action I’d like the recipient to take.

I try to do that every time, but don’t always succeed.

Active listening is a much harder habit to adopt.  When listening actively you need to give the person speaking your undivided attention – it’s important not to allow intrusive sounds or other conversations around you to catch your ear.  You must fight the temptation to begin formulating your response before you’ve fully heard what the speaker has to say.  You have to let the other person finish their point – not jumping in early, for example, to counter their argument.  On top of that, you need to avoid assumptions – if you’re not completely sure what’s being said or meant, you need to ask for clarification.  And, when it comes to responding, you have to “do as you would be done by”:  delivering your reply with the same respect and consideration you expect to receive.

Demanding stuff!  It takes a lot of concentration and self-discipline (well, I find it so), and it’s hard enough to do in ideal acoustic circumstances.  So in the pub the other night after the LIKE picnic I was finding it darned near impossible.  Moving from the relaxed environment of the York & Albany’s downstairs room to the Edinboro Castle was too great a contrast for my ears to cope with.  I was fine when sitting very close to my conversational companions, but the minute they moved more than arms length away their voices were drowned in a tidal wave of music, clanking glasses, hearty laughter and dozens of other deafening conversations….  Found myself wishing I could lip-read.

The chats I had and heard were well worth actively listening to though.  LIKE members invariably share fascinating insights to their expertise and interests.  And it was good to have the chance to talk to Luisa Jefford and Tracey South about the next LIKE meeting where we’ll focus on what it means to be an “Info Pro” in the 21st century, and strip away the jargon to examine the practical skills we all use to build the businesses we’re associated with.

The group gathering at the Crown Tavern in Clerkenwell will have a great range of backgrounds, experience and skills.  So there’ll be lots of opportunity to practice active listening, and learning.  And the upstairs room, the Apollo Lounge, should have just the right acoustic – an off-switch for the music speakers, and a solid Victorian door to act as a baffle against the bar noise from downstairs.

Active listening is, of course, only part of the successful communication equation.  Considered speaking is another essential component.  Organising your thoughts, employing brevity, eschewing jargon – all come into play.  If a person, or an audience, has extended the courtesy of giving you their attention, it’s your duty to be as clear and concise as possible.

So, if you’ve read this far, thank you.  Enough said!

Blog at WordPress.com.