Appreciative Inquiry Unleashing the Potential at Nielsen Media

Appreciative Inquiry: Unleashing the Potential at Nielsen Media Local Products

APPRECIATIVE INQUIRY What problems are you having? What is working around here?

SELECTIVE ATTENTION What we focus on becomes our reality.

Positive Image = Positive Action For as he thinks within himself, so he is. -- Proverbs 23: 7 A vivid imagination compels the whole body to obey it. -- Aristotle Imagination is more important than knowledge. -- Einstein

WHAT CAN HAPPEN WITH AI? WE CAN Change Images into Possibilities Change Intentions into Reality Change Belief into Practice

Assumptions of Appreciative Inquiry In every society, organization, or group, something works What we focus on becomes our reality Reality is created in the moment, and there are multiple realities The act of asking questions of an organization or group influences the group in some way

More Assumptions of AI People have more confidence and comfort to journey to the future (the unknown) when they carry forward parts of the past (the known If we carry parts of the past forward, they should be what is best about the past It is important to value differences The language we use creates our reality

Problem Solving VS Appreciative Inquiry “ Felt Need ” Identification of Problem Analysis of Causes Appreciate Valuing the Best of “What Is” Envision “What Might Be” Analysis of Possible Solutions Innovate “What Will Be” Action Planning - Treatment Integrate “into What is” Basic Assumption: CHANGE is a problem to be solved Basic Assumption: CHANGE is a solution to be embraced

The 4 -D Cycle DISCOVER Evaluate The best of what is Appreciate DESTINY DREAM Make it happen Empower, learn, adjust, improvise stabilize What might be Dialogue Envision DESIGN Describe the Ideal Co-construct – Involve everyone Plan – Train – Set Goals - Act

Two Quotes by Thoreau If one advances confidently in the direction of his dreams, and endeavors to live the life which he has imagined, he will meet with a success unexpected in common hours. Go confidently in the direction of your dreams! Live the life you’ve imagined

The Process u Day and a half with Senior Leaders • Dreams, vision, interviews with employees u u u Group coaching using weekly reflection forms with Senior Leaders (8 weeks) Experiential Learning (EL) activities with management leaders (17 people) Group coaching using weekly reflections forms with management team Development of principles EL with next level down Management continues to reinforce learnings

Local Products: What we wanted Strategic targets: well defined, communicated, and shared u All ONE team with shared leadership u To know where and how decisions are made u How to have good conversations u To know and understand how we work together u Everyone happy and successful u

The Ideal Culture u u u u Alignment across teams; harmony Improved trust and respect; no fear to be vulnerable Effective communication Everyone focused on the shared goal with shared accomplishment Learning organization; opportunity to make mistakes Resources given to what is important rather than what is urgent Time to fix what we have and celebrate success Agile/XP is how we do business—consistency, fun, innovation

Best Experiences of Working Together u u u “You heard me even if you disagreed with me” We challenged issues and assignments together in order to form a collaborative plan “When I needed information, you took the time to give it”. You trusted us when we said, “Trust us, we’ll fix it”. . . And we did. Meetings where everyone shares information, comes together and roles out as a unit. Recognizing the tough position someone else is in and acknowledging it.

Every action we make or question we ask is generative: we cannot have an impact. LET THE ACTION BEGIN. . .

What did we do? Chaos Toss u Speedball u Matrix Walk u Blindfold Walk u Trust Vee u

What did we learn about leadership? u u u u u Knowledgeable Honest and trustworthy Open and caring Good listener and communicator Shares big picture Supports others in stretching Thoughtful Inclusive Follows through, dependable Focused, dedicated

What did we learn about Feedback & Reflection? Schedule time for reflection during projects. u Communicate & adopt successful practices. u Act on area of improvement u Use one another as sounding boards u Share and diffuse u

What did we learn about qualities that will help us relate? u u u u Courage and consideration Self-assured, empowered, visionary Open to new ideas Reflect while maintaining momentum Enthusiastic Integrity, honesty, knowledgeable Values diversity, supportive What would I do if I wasn’t afraid?

What did we discover about decision-making? u u u u Share information Listen We can make quick decisions Trust Brainstorming balance Think big picture Who needs what and who needs to know?

What did we discover about Learning? Align and move forward together in one direction u Open communication u Address the issues that call to be addressed: courage and compassion u Focus on learning u

What did we learn about Communication? Facilitate conversations u Listen for details u Push for clarity u Speak up, inquire, ask back u Assign a point person u Persist, especially on close issues u Be curious; inquire into assumptions u Ask probing questions u

What did we learn about Relationships? u u u u u Support each other Have fun, laugh, celebrate Communicate Unified front, no turf only trust Golden rule Row in the same direction Stretch outside the comfort zone Passion coupled with mutual respect Integrity, honesty and courage to speak and hear each person’s perspective

What did we learn about strategy? Generate a shared vision u Schedule reflections: where are we with regards to strategy? u Stop and ensure we are pursuing what is important and not just what is urgent. u Be strategic u

What did we learn about trust? Delivers on commitments u Good interpersonal skills u Positive attitude u Dependable u Listens u Addresses tough issues with consideration u

What did we learn about customer communication? u u u u Proactive Timely Clear Speak the client’s language Accuracy Relevance, value, insight Includes what NMR is doing, when and why

Creating Principles to Live BY The group met for two half days and discussed and came to consensus on the principles that would guide their actions. “What we focus on becomes our reality”

LPMG Principle We are the connectors who see the big picture and ask the right questions to delight our clients with “wow” products and services. We boldly expect to reach our highest dreams. It’s about delighted clients.

IT Principle We develop and maintain mutual respect across our teams, focusing on trust, honesty and a shared vision for success which encourages open communication, awareness and appreciation of individual styles, opportunities to contribute in all ways and allows positive controversy so that everyone arrives at a shared vision.

Reflections. . . My vision for who I am and how I relate when I am at my best on this team Shifting the way you relate Personal Leadership Goal(s) for this week 1. 2. 3. Changing the language of engagement Reflection-on-Action this Week Shining examples of living my vision in meeting my goals this week. (Please be specific in offering an example of you actually living your vision. See yourself in a situation where you were achieving “the dream”). Challenges I faced this week in fully living my goals; questions I have. How those challenges would be experienced if I were living my vision. What needs to be done to achieve that experience? What I most appreciate about myself and my colleagues this week. Is there a pressing concern for next week? Catching My Team Share one story of catching your team working at their best and living their shared principles. [Let them know you are highlighting this story this week!] Getting to know one another at a deeper level Listening to be influenced, asking back to understand Looking for the good stuff and asking the difficult questions

IT Weekly Reflections u u Everyone filled out Reflection Forms in advance Weekly conference call w/Dr. Pam Initially 2 groups, but team later combined into 1 Difficult issues surfaced that typically remain unspoken (at least publicly) Management team stepped up and transitioned to next level of effective working relationships

When are we at our best?

Discovering Our Metaphor

The Marriage Principle We think strategically, staying up in the strategic area without jumping into detail. We do a good job of communicating the vision. We are talking together now like never before: honest, open, trusting, respecting. We want to pass it on to the rest of the group. We are passionate about what we do; we have a sense of urgency and commitment and we say what we’ll do and do what we say!

The Marriage Metaphor We complement one another—we each have talents and strengths and we leverage them Our products are our children—we want them to be the best, taking time to feed them and help them grow We value differences—respecting and trusting our partner to do the right thing Even when we disagree we support one another We present a common front—united outside Local Products Its okay to take separate vacations—trust the time apart; we don’t have to be in everything. We have fun

Swiss Army Knife metaphor LP Purpose: Meeting client needs The SAk Symbol: The four directions of client need: u. Timeliness u. Profitability u. Quality Innovation u

The Meaning of LP SAk Large locking blade Small locking blade Scissors Flathead Screwdriver Phillips Screwdriver Hole Punch Nail File Key Chain Bottle Opener Tweezers Toothpick Corkscrew On the cutting edge, sharp Cutting to the truth Cut through red tape; KIS Innovative linear thinking Innovative nonlinear thinking Willingness to adjust, flexible Conflict resolution, smooth Staying connected, teamwork Staying open Pluck out the best ideas Clearing obstacles, feedback Fun, celebration

Continued meaning for LP SAk Straight pin Digital altimeter All purpose hook Clock Alarm Timer Shackle opener Saw Ruler Pliers Trust; do what you say Think strategically Hooking strengths & skills Attending to deadlines On time deliverables Time for reflection & innovation Creative problem solving Cutting decision time

Using out LP SAk The closed knife represents our cohesiveness and united front. The open knife shows utilizing our principles to delight our client