CREATING A CULTURE OF INNOVATION: COMMUNICATION STRATEGIES FOR INNOVATORS Presented by: Joe Brummer Community Mediation, Inc.
Oct 21, 2014
CREATING A CULTURE OF INNOVATION:
COMMUNICATION STRATEGIES FOR INNOVATORS
!Presented by: Joe Brummer Community Mediation, Inc.
S A M U E L “ J O E ” B R U M M E R A S S O C I AT E E X E C U T I V E D I R E C T O R ( 2 0 3 ) - 7 8 2 - 3 5 0 0 !J O E @ C M E D I AT I O N . O R G !T W I T T E R : @ C M E D I AT I O N
ELEMENTS OF INNOVATION•Creativity •Resilience •Vulnerability •Value Creation •Teamwork
•Play •Ideation •Collaboration •Accepting Failure •EMPATHY
WHAT IS EMPATHY?The ability to: 1.) recognize and understand another’s emotions without feeling those emotions yourself (known Affective Empathy) !
2.) the ability to take another’s perspective and see the world from their shoes (known as Theory of Mind or Cognitive Empathy)
HOW DOES EMPATHY WORK?
•Mirror Neurons
•Oxytocin
WHY EMPATHY?Organizations that incorporate into their thinking, planning, and doing the empathic connection that generates employee empowerment experience such far-reaching results as the following, cited in the Collins and Fisher research:
◦ 45% lower costs
◦ 250% improvement in productivity
◦ 100% increase in revenues and profits
◦ 50% cut in accidents, absenteeism, and sickness
◦ 3.42 to 18.50 times increase in the general stock market value
Source: Miyashiro, Jerry Colonna Marie R. (2011-10-01). The Empathy Factor: Your Competitive Advantage for Personal, Team, and Business Success (p. 29). Independent Publishers Group. Kindle Edition.
Elements of Workplace Culture & Sub-Culture:
• Power/Control • Authority vs. Power • Transparency • Sense of Trust • Gender Differences/Roles • Diversity • Unwritten Rules • Stories/narratives • Organizational Habits • Traditions • Growth
• Shared Reality • Mission • Teamwork • Policy/Procedures • Play/mandatory overtime • Engagement/Sense of
Connection • Communication • Workplace Bullying • Roles and Relationships
TOXIC VS. EMPATHIC WORKPLACE CULTURE
TOXIC WORKPLACE
Culture of busy-overwhelmed-pressure-never enough time-EVERYTHING IS RUSH-RUSH
EMPATHIC WORKPLACE
Culture of rest-preparation-wellness-support-teamwork Work/life Balance/PLAY
TOXIC WORKPLACE
Culture of cliques-gossip-outcasts-bullying-polarization
EMPATHIC WORKPLACE
Culture of SHARED MISSION
TOXIC WORKPLACE
Culture of BLAME
EMPATHIC WORKPLACE
Culture of ACCOUNTABILITY
TOXIC WORKPLACE
Culture of Progressive Discipline
EMPATHIC WORKPLACE
Strength-based SUPPORT systems
TOXIC WORKPLACE
Rules/Policies are designed to control people’s behavior
EMPATHIC WORKPLACE
Rules/policies are meant to set healthy boundaries for success!
TOXIC WORKPLACE
Decisions are made behind closed doors Topdown - Secrecy- Shame
EMPATHIC WORKPLACE
Transparency is the norm not the exception
TOXIC WORKPLACE
Acknowledgment is about punishment & rewards
EMPATHIC WORKPLACE
Acknowledgement is gratitude/celebrations
EMPATHY BASED CULTURE
•Wellness •Shared Identity/Mission
•Accountability •Strength Based Support
•Transparency/Open Communication
•Rules/Policies •Gratitude
The Four-Step Model of NVC
Connection Fight, Flight, Freeze
O Make clear Observations Make evaluations
F true feelings Share thoughts
N Express universal needs Give strategies
R Make actionable & present requests Make Demands
Needs Language:Source: W. Glasser, PhD
CONNECTION:
“The energy that exists between people when they feel seen, heard, and valued; when they can give and receive without judgment; and when they derive sustenance and strength from the relationship.”
!
~ Brene Brown, PhD, L.M.S.W. The Gifts of Imperfection
RELATIONSHIP-BASED WORKPLACES
•Relationship to self •Relationship to others •Relationship to the organization
WHY DO YOU DO IT?
THE FOUR D’S OF DISCONNECTION•Diagnosing: Telling people “what” they are rather than “what” we need.
•Deserve Language: Who is right, wrong, good, bad and who deserves to be rewarded or punished.
•Denying Choice/Responsibility: blaming others for our feelings, obscuring choice by saying, “I had to” or “You have to” – inducing guilt and/or shame.
•Demanding: threatening, bribing, bullying –inducing fear of punishment or promise of reward.
Words/Phrases that Disconnect:
OughtShould
With all due respect…BUT!
HOWEVER
Have to…
I am sorry to say...
MUST!!
I understand....
SAYING IT WITH NVC:Honest expression Giving empathy
Observation When I see… Observation When you see …
Feeling I feel… Feeling Are you feeling
Need Because I need… Need Because you
Request Would you be willing to… Request Would you like
THREE MODES OF LISTENING: 1) FIX IT! Approach Sounds like this…
Advising “I think you should …” “Why don’t you …”
One upping “That’s nothing; wait till you hear what happened to me!”
Educating “You'll know better next time” - “What did you learn from that?” - “That’s not a feeling.”
Consoling “It wasn’t your fault; you did the best you could.” - “Why would anyone do that to you?”
Story telling “That reminds me of the time…” - “I know what you mean, it’s just like when …”
Shutting down “Cheer up. Don’t feel so bad.” - “On the bright side, you still have …”
Sympathizing “Oh, you poor thing…” “That’s horrible.”
Interrogating “When did this happen?” “Who was it?”
Explaining “I would have called but…”
Correcting “That’s not how it happened.” “You mean last week."
Approach Sounds like this…
Competition “You’re WRONG!” and “I am RIGHT” and even if I am not “right” I am going to prove “You are wrong” anyway…
Revenge“You don’t know what you are talking about” “Does anyone have any intelligent questions”
“I’ll teach you to question my authority”
Silence to remain safe ***Crickets Chirping***
Three Modes of Listening: 2) Defense/Compete
Three Modes of Listening: 3) Empathy
Presence
Silent Empathy
Understanding
Needs Language
(OFNR)
SAYING IT WITH NVC:Honest expression Giving empathy
Observation When I see… Observation When you see …
Feeling I feel… Feeling Are you feeling
Need Because I need… Need Because you
Request Would you be willing to… Request Would you like
The Four Choices to Responding
Fight or Flight/ External Control
Connection
Blame others Blame self Hear my needsConnection with Other’s Needs
Fight Flight Honesty Empathy
Power over Power under Power with Power with
Expressing/Receiving
PRACTICING Gratitude
Steps Components
Observation What were the actions that contributed to our well being?
Feelings How did we feel about that?
Needs What needs were met by the action?
CONTACT:
Office: (203) 782-2514
www.community-mediation.org