The kind of conversation I’m

interested in is one in which you start with a

willingness to emerge a slightly different

person.

Theodore ZeldinConversation

Theodore is an Oxford Historian

Gurteen Knowledge CaféGurteen Knowledge Café

AgendaAgenda

• 16:00 – 16:20 Business is a Conversation (20 mins)

• 16:20 – 16:40 Knowledge Café Process (20 mins)

• 16:40 – 17:00 Conversation + Q&A (20 mins)

• 17:00 – 18:00 Knowledge Cafe (60 mins)

• 18:00 – 18:30 Types of Café & Applications (30 mins)

• 18:30 – 19:00 Action Circle (30 mins)

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

London, September 2002

Our job is to have interesting conversationsOur job is to have interesting conversations

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 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

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

DialogueDialogue

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

with a willingness to emerge a slightly different person.

Theodore ZeldinConversation

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

SummarySummary

• Business is a conversation

• Conversation is creative

• Understanding is more important than knowing more

• Dialogue is the key to quality conversations

• Conversation is a powerful learning tool

Conversation and Q&AConversation and Q&A

Gurteen Knowledge Café ProcessGurteen Knowledge Café Process

What is a Gurteen Knowledge Café?What is a Gurteen Knowledge Café?

• A Gurteen Knowledge Café brings a group of people together to have an open, creative conversation on a topic of mutual interest.

• To surface their collective knowledge,to share ideas and to gain a deeper understanding of the issues involved.

• Leading to action in the form of better decision making & innovation & thus tangible outcomes.

What’s the process?What’s the process?

• Speaker makes a short presentation 5 – 10 mins

• Poses a trigger question

• Small group conversations at tables

• Three rounds 10 – 15 mins

• Whole group conversation in a circle 15 mins

• Share actionable insights 15 mins

• 1.5 to 2.0 hours in total

What are the outcomes?What are the outcomes?

• Outcomes are what you take away in your head

• Deeper understanding of the issues discussed

• Deeper insight into other people’s perspectives

• Better appreciation of your own point of view

• Position to make more informed decisions

• Improved relationships

Café PrinciplesCafé Principles

• Relaxed, non-threatening, open conversation• Close to a pub conversation as possible• No manipulation of people; no hidden agendas• Everyone equal; no table leaders; no reporting back• No one forced to do anything – OK to just listen• Trust people to talk about what is important to them• OK to go off-topic• No summarization or attempt to reach consensus• No capture of outcomes; no flip charts in the room

The Café is NOT aboutThe Café is NOT about

• Making decisions

• Gaining consensus

• Capturing stuff

• Making plans

• Manipulating people in some way

Café MagicCafé Magic

• No explicit or hidden agendas

• No command and control

• No desired outcomes

• No push for consensus

• OK to go off topic

• Freedom to speak your mind

Questions and DiscussionQuestions and Discussion

Lets run a Knowledge CafeLets run a Knowledge Cafe

Café ConversationCafé Conversation

How do we convince senior management of the value of conversational tools like

knowledge cafes and pro-active reviews?

Café ApplicationsCafé Applications

Forms of CaféForms of Café

• Traditional Knowledge Café

• World Café

• Gurteen Knowledge Café

• Gurteen Action Café

• Other conversational tools

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

• World Café 1995; Knowledge Café 2002• More business oriented• Usually shorter• For smaller numbers of people• No table leaders• No reporting back• No capture• Less preparation required• Paper & pens on tables optional• Possibly less controlling

Conversational toolsConversational tools

• Knowledge Cafes• Knowledge Jams• Peer Assists, After Action Reviews, Retrospects• (Learn before, learn during, learn after)• Anecdote Circles• Ritual Dissent• Reverse Brainstorm• Open Space Technology• Unconference, unworkshop and Barcamps• Conversation Dinners and Walks

Applying the CaféApplying the Café

• Pure conversational Cafés

• Cafés can be adapted for specific purposes

• Café techniques can be used in other activities

• Café style talks

• Knowledge Café + Open Space

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

• Surface hidden problems & opportunities

• Encourage knowledge sharing & informal learning

• Improve decision making and innovation

• Address disengagement and lack of voice

• Help people make sense of the world

• Help people feel ownership of things

Some actual Café applicationsSome actual Café applications

Trinidad & Tobago Oil and GasTrinidad & Tobago Oil and Gas

Canal Boat CaféCanal Boat Café

• On canals in Amsterdam

• At end of week of workshops & visits

• To help summarise the week

• Develop plan for action

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 action plan

ISN Knowledge CaféISN Knowledge CaféThe knowledge café has led to a dramatic improvement in terms of inter-team dialog, collaboration & knowledge sharing.

Many internal work processes are now being overhauled for the better as a result of these knowledge cafes & we have seen an explosion of new ideas & 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

StatoilStatoil

• To surface issues as a result of a merger

• Series of Cafés to bring retiring experts together with younger members to transfer knowledge– In a community hall on an allotment

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

• Management Training– But not called a Knowledge Café

Questions and DiscussionQuestions and Discussion

Action CircleAction Circle

What is your one actionable insight from the Café?

www.gurteen.comwww.gurteen.com

David GURTEEN Gurteen Knowledge Fleet, United Kingdom

Tel: +44 7774 178 650 Email: david.gurteen@gurteen.com

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