Introduction to Appreciative Inquiry philosophy

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2 Setting the context for this project November 23 Agenda Introduction to Appreciative Inquiry philosophy Experience Appreciative Inquiry process Discover what is working and begin to identify TPL Customer Service Principles (input to service standards) Create a shared image of the future (input to service philosophy) Begin to design process to interview colleagues to capture best experiences to use in training

3 November 25 th Agenda Explore appreciative questions Pilot the field interview and capture stories from interviews Identify who will be interviewed by whom and when Review process and timelines Next steps

4 Call To Action Leave this training ready to go out and conduct interviews to discover the positive core of TPL Customer Service Excellence.

5 Appreciative Inquiry... in a nutshell

6 Dr. David Cooperrider Professor of Social Entrepreneurship Weatherhead School of Management Case Western Reserve University. Chairman and Founder, Center for Business As An Agent of World Benefit, Cleveland, Ohio. Might it be that the methods we use determine what we find?

7 Positive Image Positive Action Culture is formed by the stories we tell ourselves about ourselves. Healthy, rising cultures are ~~David Cooperrider characterized by: Belief that the people can positively influence their future. Freedom to come together in large group forums and meetings. Honor for the artistic, spiritual and creative qualities of life.

8 Appreciative Inquiry

9 Appreciative Inquiry is A highly collaborative strength-based approach to change Uses storytelling to discover the best in people and the world around us positive core Co-creating preferred images of the future Purposefully identifying and focusing on what we want more of seeking solutions, particularly around behaviour It is not about ignoring the negative!

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11 Assumptions of AI In every society, organization or group, something works What we focus on becomes our reality Reality is created in the moment & there are multiple realities Our language of inquiry affects the system being observed People are more confident to move forward, if they bring part of their past, AND What we carry forward from our past should be the best parts It s important to value differences

12 Appreciative Inquiry Principles Words create worlds What we choose to focus on grows Positive Image inspires action People commit to what they have a voice in creating Inquiry is change

13 Celebrate What s Right with the World

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16 5 D Model 1. Define Decide what to learn about and Create the Inquiry Process CLARIFYING 5. Destiny (Delivery) "How to empower, learn and adjust/ improvise?" SUSTAINING 2. Discovery "What gives life?" (the best of what is) APPRECIATING 4. Design "What should be - the ideal?" CO-CONSTRUCTING 3. Dream "What might be?" (what is the world calling for) ENVISIONING IMPACT

17 Topic Choice: A Fateful Act

18 Chosen topic of inquiry today: Exceptional Customer Service

19 Engaging Through Paired Interviews Choose a partner Take a moment to read questions on your own Interview your partner, take some notes Ask ALL the questions After 25 minutes change roles

20 Listen! Listen! Listen! 20

21 Let your partner tell their story

22 Be genuinely curious 22

23 Watch for excitement! Probe to learn more 23

24 Help your interview partner focus on the positives - what is working 24

25 Allow for silence 25

26 Respect confidentiality 26

27 25 minutes for each partner s interview

28 If you want to change the culture, change the conversation. ~~Joel Henning If you want to change the conversation, change the questions you ask. ~~Joyce Majors

29 There is no greater power than a community discovering what it cares about. Ask What s possible? not What s wrong? Keep asking. Notice what you care about. Assume that many others share your dreams. Be brave enough to start a conversation that matters. ~~Meg Wheatley 29

30 Meaning Making Choose a scribe Step 1: each person shares highlights of partner s story(q1) Step 2: group captures top 2 to 4 themes from stories (YELLOW post-its) Step 3: share customer service principles (Q3) and capture top 2 to 4 that resonate most (GREEN post-its) Step 4: share wishes (Q4) and capture top 3 to 5 that resonate most (ORANGE post-its)

31 What is a theme? An idea or concept about what is present in the stories (Q1) when people are reporting times of greatest excitement, creativity and reward. feeling of success clarity about purpose fun and excitement

32 Meaning Making Choose a scribe Step 1: each person shares highlights of partner s story(q1) Step 2: group captures top 3 to 5 themes from stories (YELLOW post-its) Step 3: group captures strengths, one on each PINK post-it Step 4: share customer service principles (Q3) and capture top 3 to 5that resonate most (GREEN post-its) Step 5: share wishes (Q4) and capture top 3 to 5 that resonate most (ORANGE post-its)

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34 5 D Model 1. Define Decide what to learn about and Create the Inquiry Process CLARIFYING 5. Destiny (Delivery) "How to empower, learn and adjust/ improvise?" SUSTAINING 2. Discovery "What gives life?" (the best of what is) APPRECIATING 4. Design "What should be - the ideal?" CO-CONSTRUCTING 3. Dream "What might be?" (what is the world calling for) ENVISIONING IMPACT

35 Image Inspires Action We create our organizations based on our anticipations of the future. The image of the future guides the current behaviour of any system.

36 I am enough of an artist to draw freely upon my imagination. Imagination is more important than knowledge. ~~Albert Einstein

37 Imagining what could be... Imagine it is now November Exceptional customer service experiences abound throughout the organization. Despite the challenges we have dealt with, and new challenges we face, we are acknowledged by our customers and the community at large for our commitment and extraordinary service delivery. The themes from our Personal High Point stories are at their best, and our wishes have come true. Talk about how we provide great customer service to our community now. What is new, better, different, innovative, breakthrough? Be as specific as you can.

38 Imagining what could be... Translate this image into a compelling possibility statement that captures its essence Remember that words create worlds Be prepared to present your creative image and your statement!!

39 A possibility statement is: A compelling statement that describes or translates your visual image of the preferred future into words. It captures the essence of the image and can stand alone to convey the future that you desire.

40 Criteria for Good Possibility Statement (Positive Images of the Ideal Organization) A Provocative Proposition is a statement that describes in powerful and poetic language the groups image of a desired future state. 1. Is it provocative: Does it stretch, challenge, or interrupt the status quo? 2. Is it grounded: Are there examples that illustrate the ideal as real possibility? 3. Is it desired: If it could be fully actualized would the organization want it? Do you want it as a preferred future? 4. Is it stated in affirmative and bold terms? 5. Does it provide guidance for the organization s future as a whole?

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