Gurteen Knowledge

Gurteen Knowledge CaféGurteen Knowledge CaféMasterclassMasterclass

Stellenbosch

South Africa

November 2008

The birth of the The birth of the Gurteen Knowledge CafeGurteen Knowledge Cafe

London, September 2002

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Begin with the end in mindBegin with the end in mind

• Raise awareness of the role of conversation in your business lives

• To teach you about Knowledge Cafes and how to run them

• Encourage you to create more opportunities in your organization for creative conversation

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AgendaAgenda

• 10:00 – 10:15 Introductions (15 mins) • 10:15 – 10:45 Business is a Conversation (30 mins)• 10:45 – 11:15 Knowledge Café Process (30 mins)• 11:15 – 11:45 Coffee (30 mins)• 11:45 – 13:00 Run a Knowledge Cafe (75 mins)• 13:00 – 14:00 Lunch (60 mins)• 14:00 – 15:00 Applications of the Café (60 mins)• 15:00 – 15:15 [Tips & techniques] (15 mins)• 15:15 – 15:30 Coffee (15 mins)• 15:30 – 16:30 Action Cafe (45 mins)

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PhotographsPhotographs

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Speed NetworkingSpeed Networking

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Business is a ConversationBusiness is a Conversation

Business is a conversationBusiness is a conversation

Business is a conversation because the defining work of business is

conversation - literally.

And 'knowledge workers' are simply those people whose job consists of having interesting conversations.

David WeinbergerThe Cluetrain Manifesto

• Conversation is central to all that we do

• Its our job!

Conversation is a meeting of mindsConversation is a meeting of minds

Conversation is a meeting of minds with different memories and habits.

When minds meet, they don't just exchange facts: they transform them,

reshape them, draw different implications from them, engage in

new trains of thought.

Conversation doesn't just reshuffle the cards: it creates new cards.

Theodore ZeldinConversation

• Theodore in an Oxford Historian

• Conversation is creative

KM is about understandingKM is about understanding

For all our knowledge, we have no idea what we're talking about.

We don't understand what's going on in our business, our market, and our world.

KM shouldn’t be about helping us to know more. It should be about helping us

to understand.

So, how do we understand things? It's through stories that we understand how

the world works.

David Weinberger, The Cluetrain Manifesto

• Its about understanding & sense making

• Through conversation & storytelling

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ConversationConversation

“A mechanistic and unproductive exchange

between people seeking to defend their own views against

one another”

“A frank exchange of ideas or views on a specific issue in an

effort to attain mutual understanding”

Debateor

dialogue?

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DialogueDialogue

• When we engage each other in dialogue– we enter into a conversation with a view to learn from each

other– rather than impose our views on the other.

The kind of conversation I’m interested in is one in which you start with a willingness

to emerge a slightly different person.

Theodore Zeldin, Historian

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Principles of DialoguePrinciples of Dialogue

• Suspend assumptions, do not judge• Observe & listen to one another• Welcome differences & explore them• Allow taboo subjects to be raised safely• Listen to your inner voice• Slow the discussion• Search for the underlying meaning

Dialogue is based on the work of the physicist

David Bohm

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SummarySummary

• Business is a conversation

• Conversation is creative

• Understanding is more important than knowing more

• Dialogue is the key to quality conversations

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Conversation/QuestionsConversation/Questions

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Gurteen Knowledge Café Gurteen Knowledge Café ProcessProcess

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What resources are needed to run a What resources are needed to run a Knowledge CafKnowledge Café?é?

• Not a lot!

• A group of people

• A facilitator or host

• A room with plenty of space

• Tables & chairs to seat about five people per table

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What do you need in the room?What do you need in the room?

• Some formats have special requirements such as round tables, paper table cloths, felt tip pens, flowers on the table and coffee & biscuits– Gurteen Knowledge Cafés need none of these props but of

course you could use them if available– Refreshments help

• Aim is to create a good ambience

• Unthreatening and hospitable environment

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How do you run one?How do you run one?

• Knowledge Cafés can be run in different ways• I use a simple format • Runs for 90 minutes to a couple of hours• Work best with between 25 and 35 people• Can run a dozen people or as many as 100

– But with some modifications

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What's the process?What's the process?

• Facilitator takes 5 - 15 minutes to introduce the Knowledge Café and the theme

• Purpose of the Knowledge Café is made clear• Facilitator poses an open ended question• Participants form into small groups of 4 or 5 to

discuss the subject for 30 - 60 minutes.• Change tables 1,2 or 3 times • The group re-assembles for an exchange of ideas

as a whole for 15 - 30 minutes

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What subjects are covered?What subjects are covered?

• Any subject can be addressed

• Explore questions that matter to the participants

• Normally explore only one theme

• And pose only one question

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What’s the role of the facilitator?What’s the role of the facilitator?

• Facilitator need not be a specialist– Nor disciplined in facilitation

– Simply a good listener and chairperson skills

• Facilitator should not take a lead in the discussions

• Should wander around and listen into the groups

• Should listen out for problems and remind people gently of the rules of ‘dialogue’

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What’s the role of the individual?What’s the role of the individual?

• Theodore Zeldin : to be prepared to emerge a slightly different person

• To see people with different views not as adversaries but as resources from which we can learn

• To enter into open conversation• To listen more than speak• To welcome differences• To withhold judgment• To avoid position taking• To avoid being too politically correct

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How do things work withinHow do things work within the small groups? the small groups?

• Don’t appoint a leader or chairperson• Everyone should be equal and fully engaged in the

conversation• Don’t appoint a note taker either• Anyone can make their own notes if they want to• People share their perspectives with the group only if

they wish to

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How does the large group sit?How does the large group sit?

• Bring everyone back into a relatively tight group so that every one can easily see and hear each other

• Only use microphones if absolutely necessary as they inhibit the natural flow of the conversation

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How does the whole group work?How does the whole group work?

• Individuals asked to remember that their comments are for the whole group and not for the facilitator.

• The objective is to hold a ‘group conversation’

• The facilitator needs to work at encouraging this– Plays a low key role – not the expert– Turn away, even hide!

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How does the facilitator workHow does the facilitator workwith the whole group?with the whole group?

• The group should be doing the work with minimal intervention from the facilitator

• Facilitator needs to encourage participation

• Facilitator needs to ensure that no one person or group dominates the discussion

• Connects diverse perspectives

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Conversation/QuestionsConversation/Questions

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Lets run a Knowledge CafeLets run a Knowledge Cafe

Business is a conversationBusiness is a conversation

The characteristics of conversations map to the conditions for genuine knowledge

generation and sharing:

they're unpredictable interactions among people speaking in their own voice about

something they're interested in.

David WeinbergerThe Cluetrain

Manifesto

Business is a conversationBusiness is a conversation

People implicitly acknowledge that they don't have all the answers (or else the

conversation is really a lecture) and risk being wrong in front of someone else.

And conversations overcome the class structure of business, suspending the organization chart at least for a little

while.

David WeinbergerThe Cluetrain

Manifesto

Business is a conversationBusiness is a conversation

If you think about the aim of Knowledge Management as enabling better

conversations rather than lassoing stray knowledge doggies,

you end up focusing on breaking down the physical and class barriers to

conversation.

David WeinbergerThe Cluetrain

Manifesto

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Café ConversationCafé Conversation

What is the role of conversation and how do we encourage more conversation

in our organizations?

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LunchLunch

Applications of the CaféApplications of the Café

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What are the outcomes?What are the outcomes?

• Real outcomes are what you take away in your head

– A deeper understanding of the issues discussed

– A deeper insight into other people’s perspectives

– A better appreciation of your own point of view

– Better position to make more informed decisions and to take action!

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Where might you use the Café?Where might you use the Café?

• Surface hidden problems & opportunities• Encourage knowledge sharing & informal learning• Spark action• Improve decision making and innovation• Address disengagement and lack of voice• Help people make sense of the world• Help people feel ownership of things• Retain talent• Reduce dependence on external facilitators

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Generic ApplicationsGeneric Applications

• As part of any presentation• To glean feedback on say a policy document• Replace a series of one-on-one interviews• Collaborative writing effort

– knowledge café– Individual blogging– Wiki document creation

• Part of a meeting say to present future plans or strategy

Some real Café applicationsSome real Café applications

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ISN Knowledge CaféISN Knowledge Café

The knowledge café has led to a dramatic improvement in terms of inter-team dialog, collaboration and knowledge sharing.

Many internal work processes are now being overhauled for the better as a result of these knowledge cafes and we have seen an explosion of new ideas and initiatives on the part of staff at all levels of the organization.

Simply put, the knowledge cafe format has empowered all our staff to speak up and take the initiative in ensuring the successful development of the ISN.

Chris Pallaris, Chief EditorISN, Zurich

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Café for a UK government bodyCafé for a UK government body

• Day long workshop• 3 presentations on social tools• A knowledge Café• Future leaders in the group• Future leaders determine an action plan

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Canal Boat CaféCanal Boat Café

• On canals in Amsterdam• At end of week of workshops & visits• To help summarise the week• And develop plan for action

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Trinidad & TobagoTrinidad & TobagoOil and GasOil and Gas

• Expert talks

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StatoilHydroStatoilHydro

• To surface issues as a result of a merger• Series of Cafes to bring retiring experts together with

younger members to transfer knowledge– In a café on an allotment

• Geophysicists– Discussion of preferred technologies– Exchange views on experiences

• Management Training– But not called a Knowledge Cafe

What applications do you see for the What applications do you see for the Knowledge Café?Knowledge Café?

Recording OutcomesRecording Outcomes

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Recording OutcomesRecording Outcomes

• Café is about the transfer of tacit knowledge – not about making tacit knowledge explicit!

• Recording can stifle the conversation• Café often best as part of a larger process• Avoid disrupting the conversation• Participants should not record group notes• OK for personal notes

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Recording OutcomesRecording Outcomes

• Why?– That’s what we always do!– As a record– Share with others who were not there– Justify to boss– For a good business purpose

• If nothing will be done with the recording then don’t record it!

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Ideas for recording outcomesIdeas for recording outcomes

• Appoint an external person to take notes– Direct capture to laptop!

• Capture 1 item from each person & collate• Encourage people to blog the session• Audio capture and transcription• Visual capture

How would you capture outcomes?How would you capture outcomes?

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ActionAction

What have you learnt today and what action will you take when back in the office?

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Tips and techniquesTips and techniques

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The themeThe theme

• A topic people feel passionate about• Complex issues• Only ONE question• Open ended question• Action oriented

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The conversationThe conversation

• The question is only a seed

• OK to go off topic

• Conversation as close to a conversation at the pub or over dinner

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The speaker/facilitatorThe speaker/facilitator

• Speaker and facilitator need not be the same

• Facilitator: involved/not involved

• Speakers can be controlling or dominant– Often run over time– Need to brief and handle

carefully

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The facilitatorThe facilitator

• Important to be yourself• Do not control• Experiment a little• Take some risks• Don’t be afraid of silence• If you let people talk and leave

them alone you cannot go far wrong

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The venueThe venue

• Need not be a room• Boat on Thames• Canal Boat (long boat in Amsterdam)• Knowledge Walk/BBQ (Greenwich)• Pub (Stavanger)• Outside under sunshades (Scottsdale)• Actual café (London & Barcelona)

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The roomThe room

• Important• Small, cosy• Small round tables• Good acoustics• Paper/toys on tables• Lecture theatre?

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The tablesThe tables

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Holding in a lecture theatreHolding in a lecture theatre

• Difficult but not impossible

• Problem of moving between groups

• Problem of whole group conversation– reporting back

• Need for microphones

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Using microphonesUsing microphones

• Avoid if possible• Will need them if group larger

than 40– Maybe less if poor acoustics

• People hold on to them• Kills the flow of conversation• One for yourself and at least 2

roving mikes• Avoid fixed mikes (Jakarta)

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Knowledge circlesKnowledge circles

• Greenwich Story• KM World• Jakarta

Workshop• Not as difficult as

it seems

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Small groupSmall group

• Ask people to sit with others they do not know• Change groups once, twice at most 3 times• People do not like changing groups• Don’t force them!• Kuala Lumpur story

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Whole groupWhole group

• Where you need facilitation skills• People will report back out of habit

– Or ask you questions

• In some cultures best to let them• Even for some groups let them

– Central bank librarians story

• Unless in expert mode do not join in too much• Tolerate silence – pause and wait

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Wrap upWrap up

• No need to summarise at length• Keep it short and simple• Thank people

Other Conversational ToolsOther Conversational Tools

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Other Conversational ToolsOther Conversational Tools

• Gurteen Knowledge Café• Traditional Knowledge Café

– Flip charts, capture, report back etc• Conferences

– Speak, conversation, Q&A• Reverse Café• Conversation Dinner• World Cafe• Open Space• Anecdote Circles• Appreciative Inquiry

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How is the Knowledge Cafe different How is the Knowledge Cafe different from the World Cafe?from the World Cafe?

• Different roots• Usually shorter• For smaller numbers of people• Less preparation required• Flip chart paper & pens optional• No table leaders• No reporting back• More business oriented

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How is Open Space Technology How is Open Space Technology different from Knowledge Café?different from Knowledge Café?

• OST Process is more complex• Used other than to gain mutual understanding

– e.g. problem solving and defining agendas

• Meetings tend to be larger– often 100s of people compared to dozens for the Café

• Meetings tend to last longer– often days rather than hours

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Action CafeAction Cafe

How could Knowledge Cafes be applied within your organisation and what action will you take when back in the office?

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Where can I learn moreWhere can I learn more about Knowledge Cafés? about Knowledge Cafés?

• There are a lot of resources on the web• My website contains a vast amount of material

– www.gurteen.com

• The World Café– Book The World Café: Shaping our futures through

conversations that matter– Website : theworldcafe.com

• The Society for Philosophical Inquiry– philosopher.org

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Where can I learn moreWhere can I learn more about Knowledge Cafés? about Knowledge Cafés?

• There are a lot of resources on the web• My website contains a vast amount of material

– www.gurteen.com

• The World Café– Book The World Café: Shaping our futures through

conversations that matter– Website : theworldcafe.com

• The Society for Philosophical Inquiry– philosopher.org

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Thank you!

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www.gurteen.com

David GurteenGurteen KnowledgeTel: +44 1252 812 878Email: david.gurteen@gurteen.com

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