Slovenia Appreciative Inquiry Slides With Cooperrider

Appreciative InquiryAppreciative Inquiry A Positive Revolution in Change A Positive Revolution in Change

David CooperriderWeatherhead School of Management Case Western Reserve [email protected]

A Special Time in Our Field: A Special Time in Our Field: Re-thinking Human Organization and Re-thinking Human Organization and ChangeChange

Insights from Big ChangeInsights from Big Change Anticipatory Images— collective Anticipatory Images— collective

guiding images of the futureguiding images of the future Power of Engagement: Simple Face-to-Power of Engagement: Simple Face-to-

Face Human ConversationFace Human Conversation No Limits to CooperationNo Limits to Cooperation

Positive Positive Change Research—”what good Change Research—”what good are positive emotions?” Science of are positive emotions?” Science of human strengths. Positive institutions.human strengths. Positive institutions.

Business as an Agent of World BenefitBusiness as an Agent of World BenefitMassive Change, Massive OpportunityMassive Change, Massive Opportunity

““Whole System” Whole System” Excellence—agility, Excellence—agility, speed, value innovation, execution and speed, value innovation, execution and follow through; alignment;follow through; alignment; the the question question ofof SCALESCALE

Peter Drucker…an interview I Peter Drucker…an interview I did with him on “The Next did with him on “The Next Society”Society”

““The task of The task of leadership is to leadership is to create an alignment create an alignment of strengths…of strengths…making a system’s making a system’s weaknesses weaknesses irrelevant”.irrelevant”.

Could it Be…Could it Be…Leading Change Might Be Leading Change Might Be All All About Strengths? About Strengths?

• Why would strength connected to strength…Why would strength connected to strength…create change?create change?

Its often been said that strengths perform, but Its often been said that strengths perform, but how about the idea that…. how about the idea that…. strengths do more strengths do more than perform, they than perform, they transformtransform??

What would it mean to create What would it mean to create an an entireentire change change theorytheory around strengths? around strengths?

TodayToday Leading Change: Strengths-based, Leading Change: Strengths-based,

Constructionist Change Theory. Constructionist Change Theory.

What is Appreciative Inquiry or “AI”? What is Appreciative Inquiry or “AI”? Exciting stories from the field. Tools. Exciting stories from the field. Tools. Measures and results. Cases. Measures and results. Cases.

Hundreds of Applications— Hundreds of Applications— Business to Personal Life at Home Business to Personal Life at Home

Lets Get Into It Now…Lets Get Into It Now… Principles of “AI” Principles of “AI”

Constructionist PrincipleConstructionist Principle Principle of SimultaneityPrinciple of Simultaneity

Open Book “Poetic Principle”Open Book “Poetic Principle” Anticipatory PrincipleAnticipatory Principle

Positive PrinciplePositive Principle

Opening InquiryOpening InquiryQuestions for ReflectionQuestions for Reflection

A little about your A little about your backgroundbackground

1.1. What draws or attracts you here?What draws or attracts you here?

2.2. Your sense of work and life purpose:Your sense of work and life purpose: A. Moments of clarity? Special A. Moments of clarity? Special

experiences?experiences? B. Images of your future work?B. Images of your future work?

1.1. A “highpoint moment” A “highpoint moment” in organizational life?in organizational life?

a.a. Share the story: the most Share the story: the most memorable parts of the memorable parts of the initiative, including challenges initiative, including challenges and innovations.and innovations.

b.b. Reflect on: “root causes of Reflect on: “root causes of success”success”

c.c. You…what were you're 3 best You…what were you're 3 best qualities, or experienced qualities, or experienced strengths?strengths?

2. When do people feel most 2. When do people feel most passionate? Signature passionate? Signature strengths? strengths?

A. Your observations and experiences of _______A. Your observations and experiences of _______When do people feel most passionate and connected at When do people feel most passionate and connected at

____? Can you share an example: “a hot team”; great ____? Can you share an example: “a hot team”; great innovation; high engagement and performance?innovation; high engagement and performance?

B. Your Organization’s Signature Strengths B. Your Organization’s Signature Strengths (continuity question):(continuity question): assuming ________ will assuming ________ will change in the future, change in the future, what are those best qualities–what are those best qualities–signature strengths, and managerial assets, etc --signature strengths, and managerial assets, etc --that you would want to keep or build upon, even as that you would want to keep or build upon, even as _______ moves into a new and changing future? _______ moves into a new and changing future?

An example of those strengths in action?An example of those strengths in action?

3. Images of the Future3. Images of the Future(Your Organization in 2012)(Your Organization in 2012)

We wake up…it is 2012…what do you We wake up…it is 2012…what do you see that is new, different, changed, see that is new, different, changed,

better?better?

I will be most proud of ________ in 2012 I will be most proud of ________ in 2012 when…?when…?

Opening InterviewOpening Interview (Ai conversation in pairs)(Ai conversation in pairs)

A-->B (20 min)A-->B (20 min) B-->A (20 minB-->A (20 min))

Spirit of discovery— strengths, Spirit of discovery— strengths, aspirations, opportunities, resultsaspirations, opportunities, results

Take brief notes Take brief notes At the end.. At the end.. summary & thanks summary & thanks Return @ Return @

• Positive Health…Placebo, etc.• Pygmalion: We are Made and Imagined

In Each Others Eyes • What Good are Positive Emotions?

Inspiration, Hope, Joy, Confidence• Imbalanced “Inner Dialogue” to Neural

Webs• Rise and Fall of Cultures• Affirmative Capacity?

Promising Promising Research Research Across Across DisciplinesDisciplines

The New Model of The New Model of Positive, Positive, Strength-based Strength-based ChangeChange

Empirical Support Empirical Support for “Broaden and Build” Theory for “Broaden and Build” Theory of Positive Emotionsof Positive Emotions

Three “Revolutionary” Three “Revolutionary” Contributions:Contributions:

1.1. Broaden Attention and Thinking Broaden Attention and Thinking (Fredrickson & (Fredrickson & Branigan, 2002; Waugh & Branigan, 2002; Waugh & Fredrickson, in prep)Fredrickson, in prep)

2.2. Undo Lingering Negative Emotional Undo Lingering Negative Emotional Arousal (Fredrickson & Levenson, Arousal (Fredrickson & Levenson, 1998; Fredrickson, Mancuso, 1998; Fredrickson, Mancuso, Branigan & Tugade, 2000)Branigan & Tugade, 2000)

3.3. Fuels Resilient Coping, Like Fuels Resilient Coping, Like Immune SystemImmune System(Fredrickson, Tugade, Waugh & (Fredrickson, Tugade, Waugh & Larkin, 2002; Tugade & Larkin, 2002; Tugade & Fredrickson, 2002)Fredrickson, 2002)

From Individual Emotions and Neural Impact From Individual Emotions and Neural Impact to High Quality Circuitry in Organizations:to High Quality Circuitry in Organizations:

Positive Energy and Leading Leadership….Positive Energy and Leading Leadership….(Wayne Baker 2004 in (Wayne Baker 2004 in Positive Positive Organizational Scholarship)Organizational Scholarship)

Losada’s New Research on Losada’s New Research on High Performing Business High Performing Business TeamsTeams

HIGH PERFORMINGHIGH PERFORMING

+ 6:1 ratio of positive– + 6:1 ratio of positive– (strength-based and (strength-based and opportunity) focused opportunity) focused dialogue to negative dialogue to negative (deficiency focus) (deficiency focus) dialogue.dialogue.

+2:1 ratio of +2:1 ratio of inquiryinquiry (learning focused (learning focused questions) versus questions) versus advocacyadvocacy (closed (closed positions) type positions) type conversation. conversation.

LOW PERFOMINGLOW PERFOMING

1:3 ratio: one positive 1:3 ratio: one positive statement in the team statement in the team for every three for every three deficiency focused deficiency focused statements.statements.

1:20 ratio: one inquiry 1:20 ratio: one inquiry (open-learning type (open-learning type questions) for every questions) for every twenty remarks based twenty remarks based on advocacy.on advocacy.

Quick conversation…Quick conversation… What areas—Positive health and What areas—Positive health and

placebo; pygmalion, inner dialogue, placebo; pygmalion, inner dialogue, “what good are positive emotions”, “what good are positive emotions”, rise and fall of cultures, affirmative rise and fall of cultures, affirmative capability—are most interesting to capability—are most interesting to you?you?

Other research? An experience from Other research? An experience from your life? your life?

Form GroupsForm Groups2+2+2=6…return _____2+2+2=6…return _____

Introduce your partners vis-à-vis your Introduce your partners vis-à-vis your interviews—share highlights….interviews—share highlights….

Everyone listen for patterns/insights in Everyone listen for patterns/insights in three areas:three areas:

1.1. High Point Stories High Point Stories : And Analysis : And Analysis Root Root Causes of SuccessCauses of Success??

2.2. Continuity themesContinuity themes : : Things Best, To Things Best, To Keep , Signature StrengthsKeep , Signature Strengths

3.3. Images of the FutureImages of the Future: Key Visions : Key Visions 20122012

1. HIGH 1. HIGH POINTSPOINTSPatterns & Patterns & ThemesThemes

Be ready to Be ready to share one best share one best story from story from groupgroup

2. WHEN ARE 2. WHEN ARE PEOPLE MOST PEOPLE MOST PASSIONATE?PASSIONATE?

CONTINUITY: CONTINUITY: THINGS TO THINGS TO KEEP EVEN AS KEEP EVEN AS WE CHANGE:WE CHANGE:

3. IMAGES OF 3. IMAGES OF THE FUTURE THE FUTURE WE WANT—WE WANT—WHAT IT WHAT IT LOOKS LIKE IN LOOKS LIKE IN 2001220012

Deficit Theory of Deficit Theory of ChangeChange

Identify problemIdentify problem Conduct root cause Conduct root cause

analysisanalysis Brainstorm Brainstorm

and analyze and analyze possibilitiespossibilities

Action plansAction plans

most schools, most schools, companies, families and companies, families and organizations function organizations function on an unwritten rule…on an unwritten rule…

““Let’s fix what’s wrong Let’s fix what’s wrong and let the strengths and let the strengths take care of take care of themselves” themselves”

--Gallop Poll--Gallop PollMetaphor: Organizations

are problems to be solved

Unintended Consequences Unintended Consequences of Chronic Deficit Discourseof Chronic Deficit Discourse

FragmentationFragmentation Few New Images of Possibility Few New Images of Possibility Sisyphus Syndrome—Exhaustion Sisyphus Syndrome—Exhaustion ““The Experts Must Know”: Increases in The Experts Must Know”: Increases in

HierarchyHierarchy Spirals in Deficit Language… Burning Platforms Spirals in Deficit Language… Burning Platforms

Lose Their Power of Motivate and Inspire Lose Their Power of Motivate and Inspire Breakdown in Relations/Closed Door Breakdown in Relations/Closed Door

Meetings/FearMeetings/Fear

• Appreciate “Best of what is”• Imagine “What might be”• Design “What should be”• Create “What will be”

• Identify problem• Conduct root cause analysis• Brainstorm solutions & analyze• Develop treatment - action

plans

(deficit based change) (strength-based innovation)Deficit Management Appreciative Inquiry

Machine Metaphor:Organizations are “problems to be solved”

New Metaphor:Living Human System“webs of infinite strengths”

Moving From Strength to Moving From Strength to StrengthStrength

What Would We Call It?What Would We Call It?

What about the kind of change that is not What about the kind of change that is not just about moving from a -2 back to a just about moving from a -2 back to a

“0”?“0”?

What about the kind of change that moves What about the kind of change that moves from a +2 to a + 20?from a +2 to a + 20?

How?How?

Appreciative Inquiry is a ShiftAppreciative Inquiry is a Shift

““No problem can be solved from the same level of No problem can be solved from the same level of consciousness that created it. We must learn to consciousness that created it. We must learn to see the world anew.”see the world anew.”

““There are only two ways to live your life. One is There are only two ways to live your life. One is as though nothing is a miracle. The other is as as though nothing is a miracle. The other is as though everything is a miracle.”though everything is a miracle.”

– – Albert EinsteinAlbert Einstein

Hunter Douglas CaseHunter Douglas Case

Ap-pre’ci-ate, v.,Ap-pre’ci-ate, v.,1.1. Valuing … Valuing …

– The act of recognizing the best in people The act of recognizing the best in people and the world around us; and the world around us;

– Affirming past and present strengths, Affirming past and present strengths, successes, and potentials; successes, and potentials;

– To perceive those things that give life To perceive those things that give life (health, vitality, and excellence) to living (health, vitality, and excellence) to living systems. systems.

2.2. To increase in value, e.g. the economy To increase in value, e.g. the economy has appreciated in value. has appreciated in value. – Synonyms: Synonyms: valuing, prizing, esteeming,valuing, prizing, esteeming,

and honoring. and honoring.

In-quire’ (kwir), v.,In-quire’ (kwir), v.,1.1. The act of exploration and discovery. The act of exploration and discovery. 2.2. To ask questions; to be open to seeing To ask questions; to be open to seeing

new potentials and possibilities.new potentials and possibilities.– Synonyms: Synonyms: discovery, search, studydiscovery, search, study

and systematic exploration. and systematic exploration.

What Would You Call It?(All These Things Taken Together)

• Achievements• Strategic opportunities• Technical assets• Innovations• Elevated Thoughts• Best Practices• Positive Emotions• Financial Assets• Tacit Wisdom• Brand Value

• Core Competency• Visions of Opportunity • Vital traditions• Positive macro-trends• Blue Ocean Markets• Natural Capital• Strengths of the Business

ecosystem e.g. value chain -- suppliers, partners, customers

The Positive Core

The AI 4-D Model of Positive The AI 4-D Model of Positive ChangeChange

DiscoveryDiscovery““What gives life?”What gives life?”

The best of what is.The best of what is.AppreciatingAppreciating

DreamDream““What might be?”What might be?”EnvisioningEnvisioning

Results/ImpactResults/Impact

DesignDesign““What should be – What should be –

the ideal?”the ideal?”Co-constructingCo-constructing

DestinyDestiny““How to empower, How to empower,

learn, and improvise?”learn, and improvise?”SustainingSustaining

AffirmativeAffirmativeTopicTopic

Step One at Center of “4-D” Step One at Center of “4-D” Model: Model:

“Topic Choice” “Topic Choice” Organizations move in the direction Organizations move in the direction

of what they study.of what they study.

Questions we ask determine what Questions we ask determine what we find. . .we find. . .

Topic choice is fatefulTopic choice is fateful

Best Way to Build High Best Way to Build High Engagement and Enthusiasm?Engagement and Enthusiasm?

Do an organization Do an organization survey of survey of low low moralemorale??

Magnify and learn Magnify and learn from moments of from moments of highesthighest engagement & engagement & commitment?commitment?

Topic Choice: ExamplesMagnetic Work Environments

Revolutionary Customer Responsiveness

Liberating Collaboration

Mergers as “A Symphony of Strengths”

Outstanding Arrival Experiences

Instinctive Execution

Game Changing Innovation

Optimizing Margins

Pervasive Leadership

“Lightning Fast Consensus”

“High Purpose Profit Opportunities”

Do we really ??? want to do Do we really ??? want to do one more study of…one more study of…

Low moraleLow morale

High turnoverHigh turnover

Excessive baggage lossExcessive baggage loss

Lack of follow-through Lack of follow-through and executionand execution

Customer complaintsCustomer complaints

resistance; what are resistance; what are the things getting in the things getting in the waythe way

Or…a “high commitment Or…a “high commitment sense of ownership”sense of ownership”

Or….”magnetic work Or….”magnetic work environment”environment”

Or… “outstanding arrival Or… “outstanding arrival experiences”experiences”

Or…’instinctive Or…’instinctive execution”execution”

Or…”revolutionary Or…”revolutionary customer responsiveness”customer responsiveness”

Or… moments of Or… moments of ”unstoppable confidence” ”unstoppable confidence”

2. Requires intentional re-framing:The classic choice:

“glass is half empty or half full”

3. Affirmative topic choice

Building and analyzing what we want instead of what we don’t want

Fairway versus “No not woods”

1. Appreciating the positive inherent generative potential

in the present

Topic Choice is a Process ofTopic Choice is a Process of Framing & Re-framing Framing & Re-framing

Exercise : Exercise : Reflect on existing “problem” or “opportunity”Reflect on existing “problem” or “opportunity”

How might it usefully be RE-FRAMED?How might it usefully be RE-FRAMED?Example business problem: “breakdowns in strategy Example business problem: “breakdowns in strategy

implementation” implementation” to a study of elements of aligned culture of to a study of elements of aligned culture of

““instinctive execution” instinctive execution”

Characteristics of Good Topics:Characteristics of Good Topics: -something we want -something we want

-provides a lens to discover strengths & positive deviations from the norm -provides a lens to discover strengths & positive deviations from the norm -an opportunity focused energizing frame for discovery -an opportunity focused energizing frame for discovery

-uses creative combinations of seed words such as: -uses creative combinations of seed words such as: ““magnetic work environment” or “revolutionary customer magnetic work environment” or “revolutionary customer

responsiveness” responsiveness”

Topic Re-framing Can Lead Topic Re-framing Can Lead to Exciting Breakthrough to Exciting Breakthrough ResultsResults

Is environmental regulation or “social responsibility” Is environmental regulation or “social responsibility” a a burden burden oror a business opportunity a business opportunity for breakthrough for breakthrough profit and new value?profit and new value?

Is the topic how to reduce harm? Is the topic how to reduce harm? Or how to unleash “eco-imagination” & “high Or how to unleash “eco-imagination” & “high

purpose profit?”—Fairmount Minerals Case Clippingpurpose profit?”—Fairmount Minerals Case ClippingFaimount Sales & EBITDA History

(For Recurring Operations)

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The AI The AI Organization Summit Organization Summit MethodMethod

Creating an Alignment of Creating an Alignment of Strengths Using Large Group Strengths Using Large Group

MethodsMethods

5 Common 5 Common Approaches to ChangeApproaches to Change

Top Down StrategiesTop Down Strategies Bottom Up StrategiesBottom Up Strategies

Representative Cross-Section Representative Cross-Section StrategiesStrategies

Pilot StrategiesPilot Strategies Back RoomBack Room

Typical ResultsTypical Results

Less Informed and Ultimately Less Less Informed and Ultimately Less Effective Change EffortsEffective Change Efforts

A Few Try to Convince Many That A Few Try to Convince Many That Change is NeededChange is Needed

Partial Responsibility MindsetPartial Responsibility Mindset Change Occurs SequentiallyChange Occurs Sequentially Change is Perceived as a Disruption of Change is Perceived as a Disruption of

“Real Work”“Real Work”

Typical Results (cont)Typical Results (cont) Pace of Change is Too SlowPace of Change is Too Slow Substantial Change in Part or Modest Substantial Change in Part or Modest

Change in an Entire OrganizationChange in an Entire Organization Breakdown at ImplementationBreakdown at Implementation

The AI “Organization Summit” “Whole System” in the Room

Strategic Task is Clear...

Future Focus & Continuity Search

Self-Management and Dialogue Narrative Rich

From Common Ground to Inspired Action 2-3 Day event/100 to 1000 Participants

Uncommon Action/Follow Through

Roadway Express : Roadway Express : 65 Ai Summits: Energized, 65 Ai Summits: Energized, UnifiedUnified

Featured in Fast Company and Forbes.Featured in Fast Company and Forbes. Stock Prices rise--$14 to $41 per share in 2 yearsStock Prices rise--$14 to $41 per share in 2 years From 300 to Zero Grievances, e.g. Akron From 300 to Zero Grievances, e.g. Akron

TerminalTerminal Product Innovations, e.g. Manhattan ProjectProduct Innovations, e.g. Manhattan Project New Culture of Leadership New Culture of Leadership Powerful Learning Partnerships: Alcoa, Boeing, Powerful Learning Partnerships: Alcoa, Boeing,

Cisco, Harley-Davidson, US Navy. Cisco, Harley-Davidson, US Navy.

Roadway Has Done Roadway Has Done 6565 Appreciative Inquiry Appreciative Inquiry Summits Summits

10,000 People Engaged10,000 People Engaged

Why Does Experience of Why Does Experience of Wholeness…Wholeness…

Bring out the best in human beings?Bring out the best in human beings?

Propel innovation?Propel innovation?

New life?New life?

Eclipse old patterns?Eclipse old patterns?

So easy?So easy?

Nutrimental FoodsNutrimental FoodsThe Results One Year LaterThe Results One Year Later

Rodrigo Loures, CEORodrigo Loures, CEO 300 % Increase in Profit300 % Increase in Profit

75 % Decrease in Absenteeism75 % Decrease in Absenteeism Appointment to President Lula’s Appointment to President Lula’s

Economic and Social CouncilEconomic and Social Council World Business Academy AwardWorld Business Academy Award

Rise to Best 100 Companies in the Rise to Best 100 Companies in the NationNation

Corporate Merger of Strength with Appreciative InquiryScenes From a $8 Billion Dollar Merger Integration Summit

ResultsResultsPost Merger IntegrationPost Merger Integration“A Merger of Strengths”“A Merger of Strengths”

$ 300 million in synergy: done rapidly$ 300 million in synergy: done rapidly

Mobilization of 300 merger Mobilization of 300 merger “entrepreneurs”“entrepreneurs”

Tremendous acceleration of trustTremendous acceleration of trust

Identification of game changing Identification of game changing opportunityopportunity

Speed, scale, strengthSpeed, scale, strength

Two IdeasTwo Ideas1. Strength-Based 1. Strength-Based

ChangeChange& &

2. Engagement of the 2. Engagement of the WholeWhole

Everyone’s Part of the Everyone’s Part of the Inner Circle of Inner Circle of

StrategyStrategy

Gallop Study: 1.7 Million Gallop Study: 1.7 Million EmployeesEmployees

“ “I have the opportunity to do what I do best”I have the opportunity to do what I do best”

What percentage of people do you think - 1.7 million What percentage of people do you think - 1.7 million people from 101 companies - strongly agreed that people from 101 companies - strongly agreed that they are empowered to do what they do best in their they are empowered to do what they do best in their work and company?work and company?

Hint: The wealth of unrealized capacity in enormous - Hint: The wealth of unrealized capacity in enormous - people are dying to be tapped on the shoulder and people are dying to be tapped on the shoulder and asked for more engagement in the strategic issues of asked for more engagement in the strategic issues of the the day - like the Navy example.day - like the Navy example.

““Let us choose to unite the Let us choose to unite the strengths markets with the power strengths markets with the power

of universal ideals”of universal ideals”--UN Secretary General Kofi Annan--UN Secretary General Kofi Annan

The Clock The Clock TickingTicking—speed obviously —speed obviously matters in business. The AI Summit…it is fast. matters in business. The AI Summit…it is fast.

““In order for GE to succeed with In order for GE to succeed with speed, the company needs to create speed, the company needs to create a culture that breeds an endless a culture that breeds an endless search for ideas that stand or fall on search for ideas that stand or fall on their merits rather than the rank of their merits rather than the rank of their originator, their originator, a culture a culture that brings every mind that brings every mind into the game.”into the game.” - Jack Welch’s final letter to - Jack Welch’s final letter to shareholdersshareholders

High Engagement Organization

Traditional Command & Control

1stLevel

2ndLevel

LOWInfluence

HIGHInfluence

Top Levels

Experience of Authority & Experience of Authority & InfluenceInfluence

Why High Engagement?Why High Engagement?The Business CaseThe Business Case

Approaches to competitive advantage:Approaches to competitive advantage:

– Low price – less than 60 daysLow price – less than 60 days– Operational/technical expertise – less than Operational/technical expertise – less than

3 years3 years– Fully engaged employeesFully engaged employees

(people think and act like owners) – (people think and act like owners) – more thanmore than 7 years7 years

Exciting Application ArenasExciting Application Arenas Appreciative Inquiry & Strength-based ApproachesAppreciative Inquiry & Strength-based Approaches

“AI” Organization Summit for Transformation Corporate Strategy

Design: Products, Services & Org Design Business Technology

Lean Operations, Sustainable Green Design “AI” Knowledge Alliances & Webs Labor-management Partnerships

Measurement Scorecards Project Management

Mergers & Acquisitions Internal and External Branding

Leadership Practice and Culture Change

We Are Born To Appreciate: We Are Born To Appreciate: Three Facts About All Human BeingsThree Facts About All Human Beings

ExceptionalityExceptionality EssentialityEssentiality

Equality/Voice and VisionEquality/Voice and Vision

The AI 4-D ModelThe AI 4-D Model










Most “AI” Type Most “AI” Type Organizational Studies Organizational Studies Have 3-5 TopicsHave 3-5 Topics

Principle of SimultaneityPrinciple of Simultaneity

Art of Framing and Re-framingArt of Framing and Re-framing

More seminal than technological—human More seminal than technological—human systems “grow” in the direction of our topicssystems “grow” in the direction of our topics

““seeing the mighty oak in the acorn”seeing the mighty oak in the acorn”--Tojo Thachenkery--Tojo Thachenkery

AffirmativeAffirmative“Topic Choice”“Topic Choice”

(transformative topics)(transformative topics)

What you study, GROWSWhat you study, GROWSFraming and re-framingFraming and re-framing

conversation in groups : conversation in groups : 1.1. take an org or client situation involving some kind of analysis take an org or client situation involving some kind of analysis 2.2. define/reframe one define/reframe one affirmative topicaffirmative topic for org inquiry for org inquiry3.3. Create a topic that has high transformational potentialCreate a topic that has high transformational potential4.4. Remember: words create worldsRemember: words create worlds

For example the topics: “magnetic work environment” or For example the topics: “magnetic work environment” or “Outstanding arrival experience”…..“Outstanding arrival experience”…..

Genius is CreatingGenius is Creatingthe Questionthe Question

““What would the universe look like if I What would the universe look like if I were riding on the end of a light beam were riding on the end of a light beam at the speed of light?”at the speed of light?”

– – Albert EinsteinAlbert Einstein

The Art of the Question in The Art of the Question in Leadership and ChangeLeadership and Change

What’s the biggest What’s the biggest problem here?problem here?

Why did I have to Why did I have to be born in such a be born in such a troubled family?troubled family?

Why do you blow it Why do you blow it so often?so often?

What troubles you What troubles you most--keeps you up most--keeps you up at night?at night?

What possibilities What possibilities exist that we have exist that we have not yet considered?not yet considered?

What’s the smallest What’s the smallest change that could change that could make the biggest make the biggest impact?impact?

I will be most proud I will be most proud of this corporation of this corporation in 2010 when…? in 2010 when…?

The Encyclopedia ofThe Encyclopedia ofPositive QuestionsPositive Questions

A Craft That Can Change EverythingA Craft That Can Change Everything3 Types of Questions3 Types of Questions1.1. Diagnostic—deficit-basedDiagnostic—deficit-based2.2. Neutral—is there really neutral?Neutral—is there really neutral?3.3. Strength-centered— questions that Strength-centered— questions that

S.O.A.R S.O.A.R ((sstrengths, trengths, oopportunities, pportunities, aaspirations, spirations, rresults)esults)

What New Questions?What New Questions?

From a Study Customer From a Study Customer Dissatisfaction and Complaints Dissatisfaction and Complaints

Preface:Preface:In the physical world, all matter is held together by In the physical world, all matter is held together by the pull between opposite electric charges. the pull between opposite electric charges. Likewise, successful companies are magnetic-- Likewise, successful companies are magnetic-- people connect in new and innovative ways; people connect in new and innovative ways; suppliers and customers are pulled together and suppliers and customers are pulled together and become seamless edge-to-edge organizations. become seamless edge-to-edge organizations. Communities of interest form and are pulled Communities of interest form and are pulled together by shared values. Knowledge networks together by shared values. Knowledge networks form as catalysts for innovation and creativity. form as catalysts for innovation and creativity.

Magnetic ConnectionsMagnetic Connections

Magnetic Connections Magnetic Connections (continued)(continued)

A. A. Think of a time when you felt “magnetically” Think of a time when you felt “magnetically” connected to your client, your colleagues, connected to your client, your colleagues, and your community … connected in a way and your community … connected in a way that the force was so strong that it could that the force was so strong that it could not be broken. What was that experience? not be broken. What was that experience? What did it feel like?What did it feel like?

B. As you look into the future, describe how you B. As you look into the future, describe how you

see us connected to our customers and our see us connected to our customers and our colleagues — in ways that are so strong colleagues — in ways that are so strong that we are seen as inseparable business that we are seen as inseparable business partners?partners?

Allstate InsuranceAllstate InsuranceRevolutionary PartnershipsRevolutionary Partnerships The mark of a revolutionary partnership is doing things radically different The mark of a revolutionary partnership is doing things radically different

together. Not only different, but quicker, with a common focus, leveraging together. Not only different, but quicker, with a common focus, leveraging each other’s diverse strength. Also, establishing new ways of doing business each other’s diverse strength. Also, establishing new ways of doing business that are based on trust, mutual respect and a shared vision. that are based on trust, mutual respect and a shared vision.

Think of a time when you were part of a revolutionary partnership, Think of a time when you were part of a revolutionary partnership, a time in your life – at work, or in your personal or community life, a time in your life – at work, or in your personal or community life, when you not only met the other person(s) half way, but met and when you not only met the other person(s) half way, but met and exceeded needs on both sides. Describe the situation in detail. exceeded needs on both sides. Describe the situation in detail.

– What made it feel radically different? What made it feel radically different? – Who was involved? Who was involved? – How did you interact differently?How did you interact differently?– What were the outcomes and benefits you experienced?What were the outcomes and benefits you experienced?

““INSTINCTIVE EXECUTION”INSTINCTIVE EXECUTION”Obviously we have all seen or experienced moments of Obviously we have all seen or experienced moments of

instinctive or almost unconscious execution—for instinctive or almost unconscious execution—for example the kind of natural, instinctive response you example the kind of natural, instinctive response you would see in a driver or a fighter pilot would see in a driver or a fighter pilot

A. Please think of a time when you or your team indeed A. Please think of a time when you or your team indeed delivered against an objective in an instinctive way, i.e., delivered against an objective in an instinctive way, i.e., to a high quality standard, in a timely fashion, to a high quality standard, in a timely fashion, consistently, in a manner that flowed naturally, consistently, in a manner that flowed naturally, leveraging all resources around you.leveraging all resources around you.

• Share the details of that story: who, when …Share the details of that story: who, when …• What part did you play?What part did you play?• How did it feel in the moment?How did it feel in the moment?• What were the conditions for success?What were the conditions for success?• What made this time meaningful for you?What made this time meaningful for you?

B. B. Let’s put yourself into the future, where it is Let’s put yourself into the future, where it is 2010.You are now COO of the company and 2010.You are now COO of the company and it is known worldwide for instinctive it is known worldwide for instinctive execution. How would you describe to a execution. How would you describe to a new recruit:new recruit:

• The way we do things around here The way we do things around here and why?and why?

• The secrets of our success?The secrets of our success?• As an employee, what are the benefits As an employee, what are the benefits

of working in this environment where of working in this environment where exceptional execution exceptional execution is pervasiveis pervasive and and instinctiveinstinctive? ?

The Surprise of Friendship!The Surprise of Friendship!

One could say a key task in life is One could say a key task in life is to discover and define our life to discover and define our life purpose, and then accomplish it purpose, and then accomplish it to the best of our abilityto the best of our ability. .

A.A. Can you share a story of a moment, Can you share a story of a moment, or the period of time, where or the period of time, where clarity clarity about life purposeabout life purpose emerged for emerged for you. For example, a moment where you. For example, a moment where your calling happened, where there your calling happened, where there was an important awakening or was an important awakening or teaching, where there was a special teaching, where there was a special experience or event, or where you experience or event, or where you received some guiding vision?received some guiding vision?

B.B. Now, what do you sense you are Now, what do you sense you are supposed to do…rest of your life?supposed to do…rest of your life?

We Live in the Worlds Our We Live in the Worlds Our Questions CreateQuestions Create

Be patient … and try to love the Be patient … and try to love the questions themselves. Live the questions themselves. Live the questions now. Perhaps you will then questions now. Perhaps you will then gradually, without noticing it, live gradually, without noticing it, live along some distant day into the along some distant day into the answer.answer.

– – Rainer Maria RilkeRainer Maria Rilke

GroupsGroupsCrafting the QuestionCrafting the Questionreturn ____return ____

Choose one of your Topics and craft the Choose one of your Topics and craft the Ai question (s): 3 PARTSAi question (s): 3 PARTS

I. Positive Preface—it is a topic intro. I. Positive Preface—it is a topic intro.

A.A. A question to A question to evoke a storyevoke a story from persons history from persons history

B.B. A question to evoke/help give voice to their best A question to evoke/help give voice to their best images of futureimages of future

– return...return...











The AI Summit Can Be The AI Summit Can Be Adapted in Many WaysAdapted in Many Ways

Web casts and video conferencingWeb casts and video conferencing Small “rapid design” summits—like kaiezen events for Small “rapid design” summits—like kaiezen events for

small wins, project launches, alliance formation.small wins, project launches, alliance formation.

Key Success Factors: It is Easy When--Key Success Factors: It is Easy When-- Right TaskRight Task Right PeopleRight People —multiple stakeholders —multiple stakeholders Right QuestionsRight Questions — AI continuity search and future — AI continuity search and future

search.search. Right matchRight match — with the organizational, and — with the organizational, and

community culture community culture

AI Summit Planning AI Summit Planning

Forming summit planning teamForming summit planning team Defining summit task and topicsDefining summit task and topics Mapping summit stakeholdersMapping summit stakeholders Designing the summit format & LogisticsDesigning the summit format & Logistics Creating the summit designCreating the summit design Preparing the opening AI questionsPreparing the opening AI questions Preparing summit communication Preparing summit communication

strategystrategy Envisioning post-summit momentumEnvisioning post-summit momentum

Questions to consider Questions to consider when creating the summit when creating the summit agendaagenda

Day 1: DiscoveryDay 1: DiscoveryPre work, questions, continuity scan, wider environment Pre work, questions, continuity scan, wider environment

and mapping the key stakeholders?and mapping the key stakeholders?

Day 2: DreamDay 2: Dream & Images of Desired Future & Images of Desired FutureHow far into future, type of group activity,How far into future, type of group activity,Summarizing visions, discovery of common ground, Summarizing visions, discovery of common ground,

differences?differences?

Day 3: Designing—Day 3: Designing—principles, org propositions of ideal, principles, org propositions of ideal, prototyping? prototyping?

Day 4: Destiny: Day 4: Destiny: open space; work groups or whole system open space; work groups or whole system action; convergent smaller projects, individual line of action; convergent smaller projects, individual line of site.site.

Appreciative Inquiry Summit MethodAppreciative Inquiry Summit Method at the at the UN Global CompactUN Global Compact With 500 CEOs and Civil With 500 CEOs and Civil Society LeadersSociety Leaders

Results: Results: Vision of 100,000 CompaniesVision of 100,000 Companies

Goldman Sachs and 20 major financial companies pledged: Goldman Sachs and 20 major financial companies pledged: integrating social, environmental and governance issues into integrating social, environmental and governance issues into investment analysis -- representing $6 trillion in assets investment analysis -- representing $6 trillion in assets

10 stock exchanges pledged that they will embark on a Global 10 stock exchanges pledged that they will embark on a Global Compact awareness--raising campaign with their listed Compact awareness--raising campaign with their listed companies.companies.

Integration of triple bottom line principles: operations, Integration of triple bottom line principles: operations, strategies, cultures, supply chains, products and services—whole strategies, cultures, supply chains, products and services—whole new field for OD!!!!!new field for OD!!!!!

43 local networks—corporate social responsibility is going to 43 local networks—corporate social responsibility is going to grow and grow and growgrow and grow and grow

Our next AI Summit with UN and Academy of ManagementOur next AI Summit with UN and Academy of Management

WEATHERHEAD Bold Ideas. Lasting Impact.© Weatherhead School of Management. Case Western Reserve University. 2005

Business as an Agent of World Benefit

What is Design?What is Design?

““Designing renders Designing renders visible our hopes visible our hopes and dreams, it is and dreams, it is the first signal of the first signal of human human intentions.”intentions.”

--William McDonough--William McDonough

The Future of Ai…The Future of Ai… as as DDEESSIIGGNN inging

TWO “HIGH POINT” TWO “HIGH POINT” Stories:Stories:

1. New Designs in 1. New Designs in Business as an Agent Business as an Agent of World Benefitof World Benefit

2. Advances in Appreciative 2. Advances in Appreciative Inquiry with Inquiry with IDEOIDEO——America’s Top Design America’s Top Design Firm Firm

http://www.roadway.com/fcrs/public1.html

Our Work With IDEOOur Work With IDEO World Class Designing in ActionWorld Class Designing in Action

1.1. Nightline’s Design Challenge to IDEONightline’s Design Challenge to IDEO

2.2. ““AI” Appreciative Inquiry Summit & AI” Appreciative Inquiry Summit & IDEO Design Methods at Roadway IDEO Design Methods at Roadway ExpressExpress

--900 people designing new customer --900 people designing new customer

prototypesprototypes

Fast Company said…“IDEO is the world's most celebrated design firm"

The Wall Street Journal dubbed IDEO's offices "Imagination's Playground"

Fortune titled its visit to IDEO "A Day at Innovation U"

Every spring, Business Week includes a cumulative tally of firms who have won the most Industrial Design Excellence Awards.

IDEO has topped that list for ten years running.

The 21The 21stst Century Can Become a Time Century Can Become a Time When the Dynamism of Business is When the Dynamism of Business is

Linked to the Most Pressing Issues of Linked to the Most Pressing Issues of Our Day.Our Day.

Recent Nobel Prize LaureatesRecent Nobel Prize LaureatesHow About a Nobel-like Prize for How About a Nobel-like Prize for

Business as an Agent of World Benefit?Business as an Agent of World Benefit?

The InvitationThe Invitation To Design the PrototypeTo Design the Prototype

A Nobel-like Prize for Business as An A Nobel-like Prize for Business as An Agent of World BenefitAgent of World Benefit

To discover and celebrate the To discover and celebrate the business and society innovation business and society innovation which has, in the previous year which has, in the previous year

had the largest benefit to had the largest benefit to humankind.humankind.



The best of what is.The best of what is.•Observations &Observations &

Analogous StorytellingAnalogous Storytelling

DreamDream““How might we?”How might we?”

•Brainstormer Brainstormer

DesignDesign““If anything imaginable…?”If anything imaginable…?”•Rapid PrototypingRapid Prototyping


learn, and improvise?”learn, and improvise?”•PrototypePrototype

ImplementationImplementation

Our Design OpportunityOur Design OpportunityNobel PrizeNobel Prize

BusinessBusiness

The Perfect BrainstormerThe Perfect Brainstormer“The best way to get a good idea is “The best way to get a good idea is to generate lots of ideas”to generate lots of ideas”--Linus Pauling--Linus Pauling

Defer Judgment: Don’t Dismiss Any Defer Judgment: Don’t Dismiss Any IdeasIdeas

Encourage Wild IdeasEncourage Wild Ideas Build and Jump: No “Buts” Only “Ands”Build and Jump: No “Buts” Only “Ands” Go For Quantity Go For Quantity Be VisualBe Visual One Contribution At A TimeOne Contribution At A Time

Step One: DreamStep One: DreamHold A “Brainstormer”Hold A “Brainstormer”go for quantity…encourage wild ideas…be visual…build & go for quantity…encourage wild ideas…be visual…build & jumpjump

If anything imaginable were possible, If anything imaginable were possible, how might we design how might we design a Business and Society Prize that grows to have as much a Business and Society Prize that grows to have as much or more stature, respect, and impact than that of a or more stature, respect, and impact than that of a Nobel?Nobel?

It might be named after?It might be named after? Kinds of people on a blue ribbon international Kinds of people on a blue ribbon international

committee?committee? Ways in which nominations and “leads” are surfaced all Ways in which nominations and “leads” are surfaced all

over the world?over the world? Symbolism, identity? Images? Look?Symbolism, identity? Images? Look? Kinds of ceremony or honoring?Kinds of ceremony or honoring? How to maximize awareness, global learning, action, and How to maximize awareness, global learning, action, and

new visions of business and society for the 21new visions of business and society for the 21stst century? century? How might we best use the internet, most creatively?How might we best use the internet, most creatively?

Rapid PrototypingRapid Prototyping“All Life is an Experiment. The More Experiments You Make the Better”“All Life is an Experiment. The More Experiments You Make the Better” –Ralph Waldo Emerson –Ralph Waldo Emerson

Design a new experienceDesign a new experience Mock up everything: products, services, Mock up everything: products, services,

spaces, customer experiences, etc.spaces, customer experiences, etc. Go fast: build fast and cheaplyGo fast: build fast and cheaply Avoid paralysis.Avoid paralysis. No frills: make prototypes that demonstrate No frills: make prototypes that demonstrate

and make visual a design idea without and make visual a design idea without sweating looks or details.sweating looks or details.

Create scenariosCreate scenarios Bodystorm: act out customers, roles.Bodystorm: act out customers, roles.

Step Two: Step Two: Design PrototypesDesign Prototypes(present at _____—3-4 minutes)(present at _____—3-4 minutes)

A visual presentation of your prototype:A visual presentation of your prototype:

Vision or drawing;Vision or drawing; A headline news story in Financial Times A headline news story in Financial Times

or CNN;or CNN; A “bodystorm” or skit to show us.A “bodystorm” or skit to show us. Note: Where possible please weave in Note: Where possible please weave in

examples or exemplars from companies examples or exemplars from companies today.today.

Are Ai Summits Too Small, Are Ai Summits Too Small, Too Limited?Too Limited?

What happens after a company has What happens after a company has done over 50 Ai Summits?done over 50 Ai Summits?

This is exactly the opportunity Roadway This is exactly the opportunity Roadway Express faced a couple of years ago.Express faced a couple of years ago.

Over time

OnlineOffline

Networks of Networks of “Next Practice Sharing”“Next Practice Sharing”

One facility One facility 671 added one more shipment on every outbound load. 671 added one more shipment on every outbound load. +$429,000 Profit after taxes+$429,000 Profit after taxes

Transfer to Company Transfer to Company What if we had 1 more shipment on every linehaul trip?What if we had 1 more shipment on every linehaul trip? + $13 million Profit after taxes+ $13 million Profit after taxes

It is happening! Recent $10 million Savings—Operating It is happening! Recent $10 million Savings—Operating Ratio…Winston Salem Story…2000 people on last call Ratio…Winston Salem Story…2000 people on last call

Examples how the network has benefited the company

• World-wide search new ways for business to live in mutual benefit with the earth’s ecosystems and the world’s societies• Public trust of best business innovations for sustainable future• Global dialogue about the role and the future of business in society•The Club of Rome Challenge

Exciting Application ArenasExciting Application Arenas Appreciative Inquiry & Strength-based ApproachesAppreciative Inquiry & Strength-based Approaches

“AI” Organization Summit for Transformation Corporate Strategy and Alignment

Innovation and Design: Products, Services Business IT Changes

Lean Operations & Sustainable Green Design “AI” Knowledge Alliances & Webs Labor-management Partnerships

Measurement Scorecards Project Management and Hot Teams

Mergers & Acquisitions Branding

Corporate Talent Development

Lets Imagine Projects:Lets Imagine Projects:Where Might an AI Approach Create Value in My Where Might an AI Approach Create Value in My Work, or Community, or World?Work, or Community, or World?

If anything imaginable were possible—assuming If anything imaginable were possible—assuming there are no constraints whatsoever—what kind of there are no constraints whatsoever—what kind of “AI” initiative, project, or experiment might I want to “AI” initiative, project, or experiment might I want to launch?launch?

Name the possibility or possibilities—and begin the Name the possibility or possibilities—and begin the conversation with your original interview partner…conversation with your original interview partner…what/where/why/who?what/where/why/who?

What is one small initiative or possibility?What is one small initiative or possibility? What is one big possibility—something that would be What is one big possibility—something that would be

a real stretch? a real stretch?

Next StepsNext Steps return_____ return_____

Things I do best from an appreciative Things I do best from an appreciative perspective:perspective:

One pilot or experiment I want to do with One pilot or experiment I want to do with these ideas:these ideas:- Topic choice- Topic choice

- Discovery- Discovery- Dream- Dream- Design- Design- Destiny- Destiny

The The AppreciableAppreciable World is So World is So Much Larger Than Our Much Larger Than Our Normal, Everyday Normal, Everyday Appreciative Knowing Appreciative Knowing Capacity…Capacity…

"If we did all the things we are capable "If we did all the things we are capable of doing, we would literally astound of doing, we would literally astound ourselves." ourselves."

--Thomas Edison--Thomas Edison

Elevating Inquiry intoThe Appreciable World Advancing

Exte

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n of

Rel

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ness

& U

nive

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Cap

acity

Hi

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InitiatingLo w

Ai’s Theory of Positive Change: 1. Elevate and Extend 2. Broaden-and-Build3. Establish and Eclipse

Elevation and

Extension of Inquiry

Pro-Fusion of +

Strength

Activation ofEnergy

Knowledge Resources Knowledge Resources Appreciative Inquiry Cases and Appreciative Inquiry Cases and

ToolsTools

AI Commons AI Commons http://ai.cwru.edu

Business as Agent of World Benefit Business as Agent of World Benefit www.bawbglobalforum.org

www.worldinquiry.org

The First Masters Degree in The First Masters Degree in PositivePositive Organization Development Organization Developmenthttp://weatherhead.case.edu/mpod/

AI Certificate Program in Positive Business and Society ChangeAI Certificate Program in Positive Business and Society Changehttp://weatherhead.case.edu/seminars/certificate_appreciative.cfm

[email protected]

http://ai.cwru.edu/

http://www.bawbglobalforum.org/

http://www.worldinquiry.org/

http://weatherhead.case.edu/mpod/

http://weatherhead.case.edu/seminars/certificate_appreciative.cfm

mailto:[email protected]

Slovenia Appreciative Inquiry Slides With Cooperrider

Business

high point

envisioning

sustainable

ai organization

magnetic work

ai summit

appreciative

human beings