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Keynote presentation for Panviva SupportPoint user conference, 23 March 2009
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The Art of BusinessKeith De La Rue
SupportPoint User Conference
“Sharing the Experience”March 2009
Are you creative?
http://www.flickr.com/photos/komatsu/
“I don’t have a creative bone in my body!”“I don’t have a creative bone in my body!”
http://www.flickr.com/photos/jpockele/
How do you view creativity?
http://www.flickr.com/photos/moriza/
Understanding creativity
A family of artists…
… Age 67
… Age 75
… but there are many ways to be creative…
Memory test…
• Have you seen this picture?
http://www.allposters.com/-sp/Geometric-Extraction-1983-Posters_i915480_.htm
CreativityCreativity
• Why it is important forcollaboration
• How to use it whencommunicating
• Why it is important forcollaboration
• How to use it whencommunicating
Why creativity?
I believe that a focus on creativity is absolutely essential for current business success…
I maintain that creativity is possible and desirable in all forms of work, no matter what people are doing. In particular, knowledge workers require
creativity.– Teresa Amabile, Harvard Business School
The myths of creativity
• The genius myth– Everyone with normal human capacities can
produce creative work in the right circumstances
• The trade-off myth– There is no trade-off between creativity and
productivity, efficiency or work quality
http://www.flickr.com/photos/krisdecurtis/
Creativity for leaders
• Support people emotionally• Monitor people’s work positively –
give positive feedback, or givethe information they need to dotheir work better
• Recognise good performance, particularly in public• Consult with people - ask for views, respect opinions
and act on their needs and wishes• Collaborate - spend time working with team members
on specific tasks
http://www.flickr.com/photos/fncll/
There is no monopoly on ideas!There is no monopoly on ideas!
http://www.flickr.com/photos/gaetanlee/
Key principles of effective collaboration
• Trust• Openness• Recognition• Individual respect• Positive encouragement
http://www.flickr.com/photos/hroslyn/
The iVelocity experience
• Sharing Product knowledge with Sales• Everyone contributed• Recognition and rewards• A completely open system• Trust was honoured
Knowledge, communication and learning
It makes no sense whatsoever to have different people in charge of learning on the one hand and the dissemination and sharing of information on
the other. It’s time that knowledge management … and e-learning got together. The same systems. The same people. The same goals - employees
who can perform because they have the information, knowledge and skills that their jobs
demand.– Clive Shepherd, Fastrak Consulting
A knowledge transfer toolkit
Growth modelsGrowth models
• “Top down” can be frustrated• “Grass roots” can wither and die
The “middle-out” model
• Start small• Think big• Get endorsement• “If we could save…”
http://www.flickr.com/photos/stopdown/
Communicating a message needs creativity
SupportPoint is a ‘disruptive’ technology in that it challenges many of the traditional notions about the importance of training… Adults learn best by
doing.– Ted Gannan
http://www.flickr.com/photos/tomsaint/
Do you have a story to tell?
http://www.flickr.com/photos/zeevveez/
The natural way to communicate
• Anecdotes• Story fragments• Narrative
– This is how the human brain takes in information
http://www.flickr.com/photos/poldavo/
Gem hunting
• Telecoms consultancy project• Interview process• Fragment mentioned in passing:
– “This is a quality company.We need quality communications.”
• Became by-line of report
http://www.flickr.com/photos/sjoe/
The mind is nota vesselto befilled
The mind is nota vesselto befilled
but a fire to be kindledbut a fire to be kindledhttp://www.flickr.com/photos/94693506@N00/
– Plutarch– Plutarch
Does your story have impact?Does your story have impact?
• Clarity• Emotional• Believable• Transport• Surprising• Relevant
• Clarity• Emotional• Believable• Transport• Surprising• Relevant
Text: http://anecdote.com.au/
The one-armed boy
http://www.flickr.com/photos/devcentre/
You each have a story to tellYou have the ability to createCreate your future…
The creative is the place where no-one else has ever been.
You have to leave the city of your comfortand go into the wilderness of your intuition.
What you'll discover will be wonderful.What you'll discover is yourself.
– Alan Alda
The creative is the place where no-one else has ever been.
You have to leave the city of your comfortand go into the wilderness of your intuition.
What you'll discover will be wonderful.What you'll discover is yourself.
– Alan Alda
