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How to Get Corporate Executives to Walk Their Innovation Talk

How to Get Corporate Executives to Walk Their Innovation Talk

by | Oct 21, 2020 | Innovation, Tips, Tricks, & Tools

Things we know we should do because they’re good for us:

  1. Eat 5 servings of fruits and vegetables each day
  2. Floss twice a day
  3. Get 10,000 steps a day
  4. Buy insurance
  5. Consistently invest in innovation

Let’s be honest, the above list could also be titled, “Things we know we should do but don’t.”

Why?  Why do we choose not to do things that years of research prove are good for us and for which solutions are readily available?

Because they’re inconvenient, uncomfortable, expensive, and, most of all, because we have not yet been burned by not doing them.

Experience is a better motivator of change and driver of behavior than knowledge. We don’t floss until we’ve had one (or more) painful and bloody dentist appointments.  We don’t buy insurance until we have to deal with a break-in.  We don’t invest in innovation until we’re desperate for revenue, profit, or growth.

The good news is that, at least when it comes to innovation, we don’t have to wait to be desperate or to get burned before we do what we know we should.  We can create experiences that motivate change.

Borrow relevant experiences

Experiencing success, even if it’s vicariously, is key to getting people to do what they know they should.  One way to do this is to find proof that the change is possible and do-able.  To do this you need to find relevant and recent examples (i.e. not a field trip to Silicon Valley and not stories about Steve Jobs). 

Find a company in your industry (or a similar one) that has successfully achieved the goal you’ve set.  Tell their story to people within your organization.  Set-up a conversation between a current or former member of their team and a key stakeholder in your organization.  Buy their product and display it as evidence that success is possible.

Create experiences of success

Innovation takes time, especially if you’re working on something breakthrough.  But people lose interest and faith quickly, especially in organizations that are judged by quarterly numbers.  As a result, the worst thing you can do is to go into “stealth mode” and try to “fly under the radar” until you have a huge, earth-shattering success to announce.

Instead, spend time learning about your decision-makers’ and stakeholders’ doubts at the same time you’re learning about your customers’ problems.  Then, when you prove those doubts wrong, celebrate the win…politely, and publicly.

Does your boss think Legal will never approve your idea?  Work with Legal, ask them what it would take to get an approval, and when you do that and get the Yes, tell your boss.  Does Finance think no one will ever pay the price for your solution?  Open a “lemonade stand” to sell the product and then take Finance out for drinks, using your first dollars of revenue to pay for the first round.

Small and steady wins give people experience with success and buy you the time, resources, and support you need to achieve the earth-shattering ones.

Immerse everyone in the experience

While borrowing and creating experiences can be powerful, nothing is as convincing or compelling as actively engaging people in achieving success.

Involve innovation leaders, decision-makers, and key stakeholders in the hard work of customer discovery, solution design, and business testing.  Make them listen in live to customer interviews, hand them the sharpie (or the mouse) during ideation sessions, and “hire” them to staff your “lemonade stand.”

By making people lean in, roll up their sleeves and do the work, they’ll experience how hard innovation is and why it takes longer than they think.  They’ll be invested in your work and your results.  They’ll feel the rush of the small successes.

Innovation is a Head, Heart, Guts endeavor

People decide what to do with their hearts, justify their decisions with their heads, but it takes guts to take action.  Knowledge feeds the head, but it takes experience to have guts. 

Why “Innovation” is Killing Innovation (Hint: it involves peanut butter and cats)

Why “Innovation” is Killing Innovation (Hint: it involves peanut butter and cats)

by | Sep 24, 2020 | Innovation, Tips, Tricks, & Tools

Innovation is not peanut butter.

You can’t smear it all over something and enjoy the deliciousness.

In other words, “Innovation” is not a one-sized-fits-all term.  If you apply it to everything new and different that you’re doing, you’ll be confused, frustrated, and ultimately left with very little to show for your efforts.

In a previous post, I defined Innovation as something different that creates value.  For companies to increase their odds of creating value, however, they need to develop a language and discipline around at least three different types of innovation.

Why do I need different types of innovation?

Imagine if we used the word “Cat” to describe every feline from a house-cat to a lion.  If you proudly proclaim that you just got a new cat, people might wonder whether that purchase was truly legal.  If you yell, “There’s a cat behind you!” people might not react with the level of urgency required.

Specificity enables rapid understanding which leads to better decision making.

Labeling everything new and different with the term “innovation” can result in dramatically under-resourcing some efforts and prematurely canceling others.  After all, launching an entirely new business model takes far more time, money, people, and patience than launching an improved version of an existing product.  You need a language that reflects that.  

Why do I need at least three types of innovation?

Because, after decades of research and application, academics and practitioners alike seem to agree that two is too few and, since three comes after two and three seems to work, you need at least three.  (Doblin said 10 but that feels like too many to remember).

Which three should I use?

The three that best reflect your company’s strategies, priorities, and culture.

I know that’s a bit vague, but the truth is that there is no one right answer.  The only “right answer” I’ve ever seen is the one that sticks, that advances key corporate strategies, and that enables thoughtful decision making.

Start Here

When one of my clients is at the very beginning of building their innovation capability, we start simple

  1. Core Innovation is improvements to what they currently do
  2. Adjacent refers to innovations which combine existing and new elements (e.g. selling an existing offering to a new customer, selling a new offering to an existing customer, or monetizing an existing offering in a new way)
  3. Breakthrough innovations change everything (e.g. new offerings to new customers, monetized and delivered in new ways)

We then develop a high-level innovation process that can apply to all three (this helps with communication across the company and reinforces that everyone can participate in innovation). From there, we create more detailed structures, processes, tools, trainings, and timelines for each type of innovation to ensure that we have a balanced innovation portfolio, allocate appropriate levels of resources, and set realistic expectations with regards to timelines and ROI.

But what about (fill in the framework here)?

Again, the two most important things about innovation types are that (1) you define them and (2) they are practical, actionable, memorable, and enable progress against your strategic priorities.

That said, there are other Innovation Type frameworks from which you can draw inspiration.  Here are three of the most popular

McKinsey’s 3 Horizons Making its debut in the 1998 book The Alchemy of Growth, McKinsey’s 3 Horizons frameworks remains a favorite amongst consultants and executives (but not Steve Blank, who thinks it no longer applies).

The book argued that for companies to kick-start growth or continue to grow rapidly, they need to simultaneously focus on three “horizons of growth:”

  1. Horizon 1 ideas drive continuous improvements in existing offerings, business models, and capabilities
  2. Horizon 2 ideas extend the core to new customers or markets
  3. Horizon 3 ideas create new capabilities or businesses in response to disruptive opportunities or threats

Clayton Christensen

In his 2014 Harvard Business Review article, “The Capitalist’s Dilemma,” Professor Christensen wrote that the terms he famously coined, “disruptive” and “sustaining” innovation, are not types of innovation, rather they describe “the process by which innovations become dominant in established markets and the new entrants challenge incumbents.” Innovation types, however, should describe the outcome of the innovation.  The three he identified are:

  1. Performance-improving innovations that replace old products with new better models
  2. Efficiency innovations that enable companies to sell existing products to existing customers at lower prices
  3. Market-creating innovations that combine an enabling technology that rapidly reduces costs with a new business model to reach new customers, resulting in the creation of (as the name implies) entirely new markets.

P&G

From 2000 through 2012, P&G, under the leadership of CEO AG Lafley,  improved its innovation success rate from 15% to 50% and doubled the average size of successful initiatives.

One of the first steps in achieving these dramatic results was to define 4 types of innovation.

  1. Commercial innovations that increase trial and use of existing products
  2. Sustaining innovations that make existing products better, faster, cheaper, or easier to use
  3. Transformational innovations that deliver a step-change improvement in a product’s performance, ultimately setting new performance expectations for a category
  4. Disruptive innovations (new brands or business models) that “win through simplicity or affordability”

 

OK, I’m on-board.  How do I start?

My clients and I follow these four steps:

  1. Put a stake in the ground and name 3 types of innovation. Don’t overthink it.  Just pick three types and go on to step 2
  2. Share the types (names and definitions) with people and see how they react. Do they immediately understand?  Do they look confused?  Do they recoil in horror?  Get curious about their reactions and ask for feedback.  Refine your types and their definitions until a majority of people immediately understand (note: you’re not going for 100% agreement because that never happens, you’re going for “good enough with no one violently disagreeing)
  3. Map your innovation initiatives to each type.
    • Are there types with no initiatives? Is that type critical to achieving a strategic priority or key metric?
      • If yes, you have a gap in your portfolio.
      • If no, get rid of the type.
    • Are there initiatives with no types? Is that initiative critical to achieving a strategic priority or key metric?
      • If yes, create a type to describe that (and hopefully other) initiatives.
      • If no, get rid of the initiative.
  4. Share your innovation portfolio with key decision-makers and start developing your innovation strategy.

 

Congrats, you have a working draft of your Innovation Types!  You’ve taken a crucial first step in your journey getting real results from innovation.  Reward yourself with some peanut butter!

How to Transform WFH into the Best Thing to Happen to Innovation in Your Company

How to Transform WFH into the Best Thing to Happen to Innovation in Your Company

by | Sep 18, 2020 | Innovation, Tips, Tricks, & Tools

The seasons may be changing but, for most, there is no end in sight for our new Work From Home (WFH) existence.  The prospect of more months of working from the kitchen table, searching for a quiet spot for a Zoom call, and juggling personal and professional responsibilities on a minute-by-minute basis is frustrating and overwhelming for most.

It’s also raising questions about the future of work.  Will companies still maintain large physical office spaces? What new symbols of power and status will take the place of the corner office?  Will people need to re-locate when they change companies?  When, if ever, will co-workers gather together in person?

How will company culture form? Will innovation continue or stall?

It is those last two questions, about culture and innovation, that every single one of my clients, all executives with responsibility for growth and innovation at their companies, have been asking and struggling to answer for the past few months.

They fear that the isolation of WFH eliminates the serendipitous collisions of people and ideas that ignite innovation.  They worry that the artificiality of Zoom meetings diminish the authenticity of conversations.  They know that the explosion of meetings contributes to people’s feelings of overwhelm, draining their energy, curiosity, and creativity.

But what if it doesn’t have to be this way?

What if the opposite is be true?

What if WFH accelerates innovation?

I believe it can.

I believe it will if we are willing to take the following steps

 

1. Stop trying to re-create the real world in the digital one.

One of the most common mistakes companies make when adopting or adapting to a “new normal” is cutting and pasting the old into the new.

For example, consider the newspaper industry.  In 1980, when the first newspapers went online, the offered text versions of their print editions.  As internet speeds increased, they shifted to offering visual images of their print editions.  It wasn’t until subscriptions and ad revenues began to plummet that they realized they couldn’t simply “cut and paste” their print editions into a digital format but rather needed to create content specific for the digital medium.

The same thing is happening today.  Hoping to spur serendipity and create casual conversations, companies spent the Spring and Summer hosting Zoom Happy Hours and virtual coffee chats.  The results were even more awkward and less useful than the usual in-person “mandatory fun” events.

 

2. Recognize that the things that spur innovation are not “one size fits all.”

Today’s workplaces were designed for extroverts.  Open-floor plans, unassigned desks, glass-walled conference rooms, community tables, and endless brainstorming sessions feed extroverts’ desire for engagement, energy, and interaction.

Introverts, of which I am one, hate it.

We work best when we can sit quietly, think deeply, look at things from multiple angles, and then share it with the world.  Working from home gives us the space (if not the quiet) to be thoughtful and creative in the ways that best suit our styles.  Because of this, we’re more likely to speak up in meetings, share ideas, and reach out to people.

 

3. Create innovation approaches and activities purpose-built for a workforce that WFH.

Identify the most essential parts of the real-world experience.  Be careful not to confuse “essential” with “favorite”.  Yes, it may be fun for you to be in a room of people furiously shouting out ideas and writing them on sticky notes.  But the only essential part of that is getting ideas from multiple people.

Identify the most unique parts of the WFH experience.  It can be hard to bring diverse perspectives into a brainstorming session at the office, but at home, you have ready access to perspectives from kids, friends, and that random guy who walks his dog past your house while you enjoy your morning coffee.

Combine the essential parts of the real-world experience with the unique parts of the WFH experience and create something that works in the digital space.  For example, instead of brainstorming, sorting, and prioritizing ideas all in one meeting (like you did in the “old days”), send the brainstorming topic to people 24-hours before the meeting.  Ask them to brainstorm ideas before the meeting and come prepared to share them with the group.  Once each person shares their ideas with the group, then the group can collectively discuss, build, group, and prioritize.

 

Innovation happens because people have the freedom to think of new things, permission to share their thoughts, and the opportunity to work with others to bring it to life.

Not just because we bump into people in the hallway or sit next to someone new.

You don’t need an office for those things.  You can have all those things, and more, if you let go of the old normal and embrace the “new WFH normal.”

The Radical Power of Listening and How to Harness It.

The Radical Power of Listening and How to Harness It.

by | Aug 26, 2020 | Customer Centricity, Tips, Tricks, & Tools

“When you say, ‘uh-huh’ over and over like that, I can tell you’re not listening to me.”

Me, age 7, to my mom

 

It doesn’t take a lot of experience to know when someone isn’t listening.  From a young age, we can tell when someone is listening and when they’re simply responding.

When we’re with the person, we notice the lack of eye contact or the blankness in their eyes showing us where their thoughts are actually at. When we’re on the phone, we hear the repetitive and monotone mumbles that tell us they’re attention is elsewhere.

Yet often, what we want most is simply to be listened to.

This is true in our personal relationships and in our relationships with the businesses and organizations we support.  We want people and businesses to listen to our opinions, to understand them, and to thoughtfully respond to them.

Instead, people and businesses simply “hear” us.

 

There’s a big difference between listening and hearing

According to the Oxford University Press, hearing is “the faculty of perceiving sounds” while listening is “give one’s attention to a sound” and “take notice of and act on what someone says.”

As I explain to my clients, surveys, focus groups, and even in-depth qualitative research is often a Hearing exercise – the company develops a list of questions, asks their customers to answer the questions, then tabulates the answers and passes them along to whoever needs them.

This is a transaction.  An exchange of information.  It is not listening.

Listening requires engagement.  It happens during EPIC conversations, those typified by empathy, perspective, insights, and connection.

Listening accelerates innovation and drives transformation.  When we’re listening, we’re learning new information and discovering new insights, which enables companies to create and act differently, differentiating themselves from the competition and ultimately gaining an advantage.

 

Listening takes practice but here are 5 simple steps to help you get started:
  1. Drop the agenda – Before you have a conversation within someone, identify the 1-3 things you need to learn and leave space for at least 1 surprise. If you go into a conversation with an agenda or a long list of questions, you’re only going to hear what you want to hear because your mind is primed to seek confirmation for your opinions and to reject anything counter to what you’re hoping to hear.
  2. Follow where they lead – During the conversation, don’t worry about trying to steer the conversation or “keep things on track.” If you only need to learn 3 things in the conversation and you have 30 minutes or an hour, you have plenty of time for tangents, stories, and random connections.  This is where the surprises and the insights come from.
  3. Ask Why – Channel your inner two-year-old (or Toyota Production employee) and ask “Why” multiple times. When you ask “Why” you get personal, surprising answers that point to the motivations behind people’s choices and actions.  When you ask “What” you get rational, expected, even obvious answers that you, and your competitors, have heard before.
  4. Say as little as possible – Follow the 80/20 rule and spend 80% of your time listening. When you ask a question, don’t go into a long pre-amble about why you’re asking it or follow it with a long list of options or examples.  Simply ask the question and the answer will come.
  5. Let the silence work for you – After you ask a question, start counting silently in your head. Before you get to 8, the person you’re listening to will start talking.  Silence makes people uncomfortable but it’s also when the brain goes into exploration and discovery mode.  And the longer the silence goes on, the faster the brain works to come up with something to fill it.  So, stay quiet and let the brain work!

 

Whether you’re talking to a customer, a colleague, or a friend, you’re talking to someone who wants you to listen, to hear and understand what they are saying.  These 5 tips will help you do that and, if done well, discover something wonderful and unexpected with the power to transform.

Originally published on April 20, 2020 on Forbes.com

Intuition or Data: Which Leads to Better Innovation Decisions?

Intuition or Data: Which Leads to Better Innovation Decisions?

by | Jul 23, 2020 | Innovation, Tips, Tricks, & Tools

“We need more data.”

How many times have you heard this?  How many times have you rolled your eyes (physically or mentally) and then patiently tried to explain that, when you’re doing something NEW, there is NO DATA.

There are analogous innovations, things that are similar in some ways that can be used as benchmarks, but nothing exactly like what you’re creating because nothing like it has existed before within your company.

As Innovators, we constantly balance our need for and comfort with gut decisions so we can move forward at speed with the broader organization’s need for data and certainty as a way to minimize risk.

But what role should intuition and data play in the early days of innovation?

This is exactly the question that my friend and former colleague, Nick Pineda, sought to answer in his thesis, “Are relevant experience and intuition drivers of success for innovation decision-makers?  An interview-based approach”

 

Robyn: Hi Nick!  Thanks for taking the time to speak with me today.  The topic you explore in your thesis is fascinating and something every innovator struggles with.  I’m curious, what led you to decide to explore it?

Nick: Interestingly, the process of deciding what to write my thesis on actually inspired the topic itself.

For the capstone of my Masters program, we were told to do a consulting project but I had spent so many years in consulting that I wasn’t terribly excited about that prospect.  One day, as I was walking to work, I felt this feeling in my gut that said, “Nick, this is not why you’re in the Masters program.”  I shared this feeling with my professor and faculty advisor, and they were open to a different approach.

As we discussed what I could do, the same topic kept coming up – a lot of what is published about innovation, especially with Agile, is about measurement and that we need to have evidence before we take action.  I don’t disagree with that but viewing things only through that lens kills the wisp of an idea that has the potential of becoming something amazing.  Ultimately, we decided to focus my thesis on what happens on the front-end of the innovation process and whether intuition or evidence and data lead to success.

 

Robyn: And, what did you learn?

Nick: Two things, one that wasn’t surprising and one that was.

First, what wasn’t surprising is that innovation decision-makers have a really clear awareness about the role that gut feel or intuition, knowing without knowing how you know, play in their process.

Second, what was surprising, is that anyone who leans much more heavily in one direction versus another (data vs intuition), had many more failures, and struggled to process what they learned from those experiences and incorporate those learnings into future actions and decisions.  Successful innovators know how to create a dance between their rational processes and their intuitive processes.

 

Robyn: It seems so, well, intuitive that using both intuition and data to make decisions will lead to better outcomes.  However, so many innovators rely on intuition and so many companies require data, how can you encourage that “dance” that’s required for success?

Nick: You need to start small.

First with the person who’s innovating, to help them enter that inner space and recognize all the different ways that intuition can show up.   It can manifest as a sensory experience, a change in temperature, even a color.  It varies by person and by moment and the key is to recognize when it’s happening.

A simple way to create this awareness is to reflect on how you decide whether to trust someone.  Every time you meet someone new, you have to quickly decide whether or not to trust the person.  How do you do that?  What is the feeling or sense that you get that leads to your decision?  How often are you right?

Next, you need to create a language or process within the team to externalize the intuitive sense.  In my research, I found examples of visionary leaders who were constantly able to use their intuitive sense, but their teams were constantly felt left out and wondering why they did all the work when the leader was just going to decide on gut.  More successful teams were much more open about why, when, and how they were using their intuition, even specifically asking other team members to share their intuition in meetings.

Then, as leaders, we need to normalize the fact that we’re not always going to have precise evidence to know what the right call is and that we’re trusting what we’ve learned as leaders in this space to make a decision.

 

Robyn: That last point is really critical, leaders must role model the behavior they want to see and that includes using and communicating their intuition.  Anything else pop up with respect to leaders and decision-making?

Nick: Ideally, leaders will go beyond normalizing the use of intuition to actively working to dismantle the organization’s bias against it.

Most organizations consciously or subconsciously, defer to the highest paid person or the most credentialed person in the room when making decisions.  This is a highly rational behavior, but it doesn’t lead to the best decision.  The reason is that it overlooks the fact that diversity of experience surfaces other data points and intuitive experiences that need to be part of the conversation to get to a better decision.

Innovation is a group experience and when intuition is allowed to show up in groups a group intelligence starts to manifest and the group makes better decisions.

 

Robyn: That’s quite a To-Do list for leaders and decision-makers:

  1. Manage your personal dance between intuition and data
  2. Normalize intuition by creating a language around it
  3. Create ways to tap into diverse experiences and intuition

Thanks so much for sharing these great insights, Nick!

Nick: My pleasure.

 

****

 

To learn more about intuition and innovation, Nick recommends that you:

READ:

WATCH or LISTEN TO:

TAKE ACTION and Conduct an idea retrospective

    1. Anchor on an idea
      • Think back to a memorable innovation success or failure?
      • What was the idea?
      • Where did the initial idea come from?
      • If you had to pick 1-2 of the most important decisions you had to make in the process of bringing this idea to life, what were those decisions?
    2. Did you use intuition?
      • Intuition defined: Intuition is a process of rapidly recognizing things without knowing how we do the recognizing, which results in affectively charged (somatic, sensory, or emotional experience) judgements.
      • To what degree was your process intuitive?
      • To what degree were you aware of what your brain was doing to seek an answer / path forward?
    3. How did your intuition show up?
      • Signals / Cues: What signals or cues did you have about which course of action to take or not to take?
      • Knowing: How did the answer for which path forward to take “show-up” for you? Where were you? What did it feel like?
      • Feeling: What did you feel during this process?
    4. Apply More Broadly
      • In what ways is the way you explored your intuition in this case similar (or not) to other decisions you make in your life?
      • How might you be more intentional about how to bring your personal brand of intuition into your innovation process?

Innovation Starts with EPIC Conversations

Innovation Starts with EPIC Conversations

by | Jun 24, 2020 | Customer Centricity, Innovation, Tips, Tricks, & Tools

Innovation doesn’t start with an idea.  It starts with a problem.  Sometimes those problems are easy to observe and understand but, more often, those problems are multi-layered and nuanced.  As a result, you need a multi-layered and nuanced approach to understanding them.

You need to have EPIC Conversations.

EPIC stands for Empathy, Perspective, Insights, and Connection.  As my clients have experienced, conversations rooted in these elements consistently produce unexpected, actionable, and impactful insights capable of getting to the root of a problem and shining a light on the path to a solution (and meaningful business results).

 

EMPATHY for the people with whom you’re talking

According to Brene Brown, empathy is connecting to the emotion another person is experiencing without requiring us to have experienced the same situation.”

For example, I have a friend who struggles to stay focused and deliver on deadlines.  I can empathize with her because, while I have no problem focusing or delivering on deadlines, I know what it’s like to struggle with something that other people think is easy.

Take the time to connect with people’s emotions, to understand not just what they’re feeling but also why they’re feeling that way and to connect with the experiences in your life and work that led you to feel that way, too.

 

See things from their PERSPECTIVE:

When we’re working on something – a project, a product, even a task – it gets a great deal of our time, attention, and energy.  But it can lead us to over-estimate how important the work is to others.

Instead, ask people about the topic you’re interested in AND all the topics and activities around it.  Take the time to understand where the things you care about fall into your customers’ priority list

For example, when I worked on developing and launching Swiffer, all I thought about was cleaning floors.   One day, we had to decide whether to source the hair for the dirt that would be used in product demos from people, yaks, or wigs.  We obsessed over this decision, debating which hair would “resonate” the most with consumers.  Turns out, consumers didn’t spend a lot of time analyzing the hair in the demo dirt, they only cared that it was picked up immediately by Swiffer.

 

Be open to INSIGHTS

Most people use conversations to get confirmation that their ideas and recommendations are good ones.  They’ll spend time explaining and convincing and very little time listening.  And they definitely don’t like surprises.

This is wrong.  The most successful and impactful conversations as those in which you are surprised, in which you get an unexpected piece of information and has an insight, an “a-ha!” moment.

Years ago, while conducting research with people who self-identified as environmentalists, my team spoke with a woman who had the most sustainable house I’d ever seen.  Everything was reused, recycled, or composted and they generated most of their own power.  But, in the garage was a huge yellow HUM-V.  It would have been easy to dismiss it as an anomaly, until we asked about the contradiction and she explained that the reason she owned a HUM-V was the same reason she and her family lived such a sustainable lifestyle: her highest priority was keeping her kids safe.  At home, that meant doing everything possible to help the planet, but on the roads, that meant driving around in a tank.

 

CONNECT with the person you’re speaking with

It’s tempting to jump right into the conversation, to ask the questions that brought you together.  But that’s like proposing on the first date – you’re not going to get the answer(s) you want.

The best conversations aren’t information transactions, they’re trust building exercises.  Take time to get to know each other.  Make small talk, talk about the traffic and the weather, share a bit about yourself and ask about them.  Throughout the conversation, share a bit about yourself, commiserate over shared frustrations, and laugh at silly stories.

By sharing a bit about yourself, the person you’re talking to will share a bit of themselves, they’ll feel comfortable admitting to things that might not make sense, and to the feelings and rationalizations that drive their behaviors.

 

EPIC Conversations can happen with anyone anywhere from customers in focus group rooms to employees in conference rooms.  You don’t need an executive mandate to have one, so have one today and let me know how it goes!

Originally published on February 10, 2020 on Forbes.com