The Key to Engagement is Narrative

doug-hike(Image Credit: Doug Buckley of http://hyperactive.to)

Customer engagement, employee engagement, and supplier engagement are hot topics in quality management. We know that engagement (which is marked by rich interaction and involvement) is different than participation (just showing up; typically in the quality domain we don’t distinguish between active participation and being a spectator). Consumers can either participate or be engaged; prosumers are always engaged.

The key to achieving engagement is to develop a narrative. A hero’s journey with one role specifically less defined, waiting for someone to step into its import, and in doing so – fulfill a slice of their own destiny.

As explained by novelist Justine Musk, engagement (from the perspective of how the concept can be used to become a better blogger) is this:

John Hagel makes the distinction between story and narrative.

1. Stories are finite: they have a beginning, a middle, and an end resolution.
2. Stories center on a protagonist. You are meant to identify with that character.

The inherent message is Listen.

1. Narratives are open-ended. They lack resolution. They are in the very process of unfolding.
2. They invite you to participate and help determine the outcome. It’s up to “you” to shape how this story will end.

The inherent message is Join.

“Narratives motivate actions,” Hagel notes. “In some cases, they motivate life and death choices…Every powerful movement that has impacted our world has been shaped and energized by a potent narrative.”

A narrative pulls the reader into the hero role, and you, as mentor, give her the tools, gifts and knowledge that enable her quest.

Hagel makes the point that narratives happen on personal, institutional and social levels. These narratives nestle inside each other like Russian dolls.

 

Give and Take: Adam Grant, the Revolution of Gifting, & Quality Consciousness

doug-who-is-god-virtual-space(Image Credit: Doug Buckley of http://hyperactive.to)

For the past few years I’ve been promoting the idea of quality consciousness — that is, that you can DO BETTER by BEING BETTER. Since quality can be viewed as excellence in being, you can improve your quality consciousness by improving awareness, alignment, and attention. More recently, I’ve been focusing on how embracing your unique gifts and finding ways to be an innovator by bringing your gifts into the world contributes to alignment.

In April, Wharton professor Adam Grant is releasing “Give and Take: A Revolutionary Approach to Success” — and I am SO excited, I can barely stand it. Why? Because Adam’s research has made the link between freely giving of yourself and success. And based on the awesomeness of his insights linking creativity to motivation within a social context, I’m thrilled that his next book deals with gifting. (However, I do hope that it takes a different approach than yesterday’s post at Forbes on The 21 Principles of Persuasion, which argues that gifting is good because it compels people to give stuff to you.)

Now, don’t be fooled by this whole “professor” thing and what it might mean about the readability of his book. Sure, he teaches at a top tier university, and has a wildly intense professional record of publications to go along with his title. But he’s also the youngest tenured professor they have, and at 31, he’s also spent career time as a professional magician.

Quality in Unexpected Places: Elementary School

doug-feb2(Image Credit: Doug Buckley of http://hyperactive.to)

I just read a blog post written by 4th grade teacher Lori Rice — who reflects on the tendency of her students to speed through worksheets and assignments in class, then jubilantly report “I’m Done!” 

Not all students, of course, will finish work at the same time – some will be faster, and some will be slower, and an individual’s skill and speed will even vary between assignments. There will be variation, not surprisingly. But this teacher reports that the variation in done-ness within a classroom actually poses challenges for classroom management AND learning management:

It is a feared utterance that teachers hear far too often from students.  In a classroom full of diversified learners, there are very few lessons that allow everyone to finish at the same time.

This is a problem for two reasons: 1) the students need to have something to do when they’re “done,” and 2) if the students perceive that there’s something to do after the assignment that’s more enjoyable than the assignment, they tend to rush through to get to “done” so they can go do the something else.

But Lori has found a solution for her classroom: she teaches her students about standards for quality, and also instructs them on how to examine their own work to see if they are meeting the standards — and if not, how to continually improve. (Note: this is HUGELY significant! How many times do you remember, when you were in school, having a teacher or professor tell you about a process you could use to evaluate and continually improve your own work??!! I remember once, as a senior in high school at NCSSM. That’s all.) Here’s how Lori does it:

I spend the beginning of the year with my new, eager fourth graders, explaining what quality work looks like.  We talk about, discuss, and practice self-checking for accuracy and neatness.  When you finish a worksheet or project the first thing to do is look it over and think, “Is this MY  best work?”  It takes the first nine weeks before this is done independently by the majority of the class.  Before it is independent I spend a lot of time asking, “What do you do when you finish?  Look it over and see what you can make stronger.”  Step one to the “I’m done!” declaration.

To close the loop, she also helps them explore choices for what they can work on if they really have achieved the state of done. Although she requires that they find new activities to explore that are relevant to the subject block (e.g. math-related explorations during “math time”) she is open to the students uncovering new interests and talents when they’re “done” with their assigned work.

Become an Innovator by Embracing Your Gifts

doug-road(Image Credit: Doug Buckley of http://hyperactive.to)

You can’t be anyone you want to be.

To become your most powerful, you have to fully become WHO YOU ARE.

(Umar Haque posted a similar sentiment on the Harvard Business Review blog in 2011.)

“Don’t want to be the best in the world at what you do. Be the only one who does what you do.” — Jerry Garcia

This is not always easy. People are changing. Situations are changing. Environments are changing – constantly, and without fail. And since we have to deal with so many messages from the outside world about who and what it thinks we should be — and become – it should not be surprising during the times when it feels like a struggle. Plus, what if WHO YOU ARE challenges the mainstream notion of what’s right or good? This makes fully becoming WHO YOU ARE even more frightening. 

But the more I reflect on it, the more I think that embracing your unique gifts is the key to becoming an innovator. When you find or create a safe space in which can can take risks to uncover and unleash who you are, you creative potential blazes. But sometimes those safe spaces are hard to come by… so what are we going to do about it?

Quality in Unexpected Places: The Weather!

doug-tree-bloom(Image Credit: Doug Buckley of http://hyperactive.to)

Many thanks to Sean Goggins, my favorite sociotechnical information scientist, for sharing this example of quality in an unexpected place on Facebook. As a meteorologist, I love how quality and productivity can be linked to one of my favorite sciences:

Central air hasn’t made us comfortable, so much as made us uncomfortable in a different way.

The experience isn’t simply unpleasant. It comes with a real financial cost.

To find out just how much, Cornell University researchers conducted a study that involved tinkering with the thermostat of an insurance office. When temperatures were low (68 degrees, to be precise), employees committed 44% more errors and were less than half as productive as when temperatures were warm (a cozy 77 degrees).

Cold employees weren’t just uncomfortable, they were distracted. The drop in performance was costing employers 10% more per hour, per employee. Which makes sense. When our body’s temperature drops, we expend energy keeping ourselves warm, making less energy available for concentration, inspiration, and insight.

– by Ron Friedman in “Want More Productive Workers? Adjust Your Thermostat,” 9/17/2012

Quality in Unexpected Places: Books and Movies!

doug-more-art

(Image Credit: Doug Buckley of http://hyperactive.to)

Continuing ASQ CEO Paul Borawski’s March discussion about finding quality in unexpected places, one of the places I LOVE to see quality problems and solutions appear are in works of fiction – books and/or movies. Although I’ve encountered many examples over the past several years, I just started keeping track of these about a year ago on my Quality in Fiction & Drama list.

The ones I have so far are: Unstoppable (movie), Bad Luck and Trouble (book), and The Story of B (book). I didn’t include Zen and the Art of Motorcycle Maintenance (book) because it just didn’t move me – but your experience may have been different, and if so, I’d like to hear about it.

Do you have more examples to add? I would love to include them. Just post a synopsis of the quality-related book or movie, your name, and a web site where people can find out more about you or your business to the comments on this page, and I’ll update the list with your new info. THANKS!

Analyzing Monthly Expenses with a Pareto Chart

andy-duong-picThis month, ASQ CEO Paul Borawski encourages us to share stories about “quality solutions in unexpected places.” This is such a fun question, because now I’ll be noticing these unexpected gems all month – and probably beyond! 

Today’s gem comes from my former student Andy, who has heard me get excited about quality tools and continuous improvement – and the R statistical software – a LOT over the past few years! Even though he graduated in the spring of 2012, he’s still applying quality solutions to his own life – and this was a very unexpected place for me to find such a thing! I can’t hold back my own personal excitement for improvement and the pursuit of excellence, even as my standards for excellence evolve, and it’s so heartwarming to see how this has influenced Andy’s life.

A couple months ago, Andy posted about how he used a Pareto chart to explore his own monthly expenses, and brainstorm ways to improve his financial situation as a recent college graduate. Want to explore your own finances? Andy’s post can help you… and can also help you use R to produce nice charts and graphs to tell your story. Check it out!!