Level Up Your Team! ...building customer collaboration skills using WoW

Agile, lean, devops etc are powerful process-driven collaboration frameworks that do not always realise their potential in practice. Our qualitative research has shown great promise: using coaching and reflective practice inside immersive MMPORG environments. The aim: to develop the skills and sensibilities we need for effective collaboration in complex knowledge work.

Building on the work of Chilean philosopher and technology pioneer Dr. Fernando Flores, we started our research with the premise that every human action generates value when it is performed to take care of what someone cares about. The person taking the action is the Performer and the person with the concern to be taken care of is the Customer. Inside this definition then, customers are everywhere, including within the team.

In this talk we outline our Why? What? and How? We also overview our results to date and future directions. From our experimental research, we believe that this highly innovative approach has the potential to disrupt the traditional coaching and workshop-style delivery methods that are the staple of communication, collaboration, and leadership skills development.

You will walk away with actionable insights about the human elements of customer collaboration that you can put into practice immediately.


Outline/Structure of the Original Research

WHY -- the problem:
  • The human communication factors that limit collaboration
  • The fundamental attribution error
  • Organising to learn vs organising to execute: teaming behaviours with customers
  • Limitations of current learning approaches for collaboration
WHAT -- develop skills and sensibilities for trusting, productive relationships
  • Observing and reflecting in action
  • Making and managing commitments
  • Building and repairing trust
  • Generating moods for success
  • Speaking up and making opinions count
  • Making offers that have value
HOW -- a potent reconfiguration of learning practices
  • Using immersive MMPORGs: psychological safety and workplace dynamics
  • Reflective practice / action learning
  • Ontological Coaching
  • Vicarious Learning
  • Recurrent experiential practice
  • Weekly Real World experimentation
  • Case Study
  • Sectors
  • Outcomes
  • Data-driven coaching
  • Application support

Learning Outcome

Increase your capacity to recognise important missing conversations with customers

Distinguish 5 key skills for teaming with your customers

Understand the limitations of popular methods for learning collaboration skills

  • Identify the actions needed to build and repair trust and cultivate accountability

Target Audience

Technical professionals whose capacity to create business value is dependent on effective collaboration with customers.

Prerequisites for Attendees

Bring your curiosity. Bring examples of recurrent challenges in collaboration at all levels.

schedule Submitted 3 years ago

  • Liked Phillip Crockford

    Phillip Crockford - Empower Your "No": how to refine the art of decline

    Phillip Crockford
    Phillip Crockford
    schedule 3 years ago
    Sold Out!
    30 Mins
    Lightning Talk

    In both Lean and Agile approaches, the ability to say "no" is essential to short and long term success. There are hundreds of books on articles on the power and value of saying "no", yet for many of us it continues to be problematic in practice. Others dismissively say: "I have no problem saying no", yet they are oblivious to the damage they do to the morale and the mood of the team. Tips and hints won't do much. The answer lies in deep, system-level understanding and actual practice.

    Don't miss this talk if:

    a. You want to really understand at a deeper level why "no" is so necessary and so challenging in complex knowledge work.

    b. You want practical improvement in your on-the-ground, real world ability to contribute value by saying "no" and listening to the "no" of others more effectively.