Posts Tagged ‘Conversation’

The Cliche of ‘Yesterday’

Thursday, January 12th, 2012

Not long ago, I observed a scene in a retail store where a manager requested something from a busy employee. This request was obviously unexpected. An ambush of sorts. The employee was doing something else at the time. We have all been part of a scene like this, in one role or the other.

“And when do you need this done?” sighed the already-dubious employee.

“Yesterday!” said the manager, pivoting abruptly and walking away.

The employee shook her head almost imperceptibly and said to no one in particular, “What am I supposed to do with that?”

Exactly.

‘Yesterday’ is not an answer. It’s an attitude.  And a cliche on top of it. The ‘I need it yesterday’ attitude says to the employee:

“You are now guaranteed to fail. I’m going to be unhappy with you no matter what. You should have thought of this yourself. Do I have to think of everything?” That’s  lot of attitude for one word.

And like the employee said, what is a person supposed to do with it?

Give the people in your scenes information they can put to use! Information that will shed light and bring clarity to the problem at hand. Don’t muck up the scene with your imperious attitude and your unrealistic expectations.

Richard Saul Wurman holds court at USC school of Architecture, 01.10.12

Richard Saul Wurman holds court at USC school of Architecture, 01.10.12

On Tuesday, I went to see Richard Saul Wurman speak to an audience of architecture students and faculty at USC. Afterward he held court outside the classroom for half a dozen students who stayed around and asked him questions. One student asked, “What do you think of urban planning?”

Wurman sized up the student for half a beat then shook his head. “That’s a terrible question,” he scolded. (He pulls no punches.) “It’s too general, too broad. How can I even begin to answer it? It’s like asking a doctor what he or she thinks of medicine, or asking an oceanographer what he or she thinks of water!”

See, there’s learning in the ‘Yesterday’ scene for both players. The employee had an attitude, too. “When do you need this done?” made scheduling the task the manager’s problem. It was therefore not a very useful response to the manager’s request.

Instead of a question that made scheduling the task the manager’s problem (and setting herself up to be a victim) a question or statement that engaged the manager in the scheduling process would have been better:

“I’ve got five to-do’s on my list ahead of your request. Help me prioritize.”

“I can have it done in 48 hours.”

“Rate the urgency from 1 to 5, with 5 being an emergency where I have to drop everything and do it now.”

Whatever you do, whatever role you’re playing, give your scene partners information they can act on, not an attitude that makes it more difficult or even impossible for them to solve the problem of the scene.

Walking Western Avenue

Monday, June 6th, 2011

We live and work in what you’d call the northern edge of South-Central Los Angeles, in one of the city’s oldest neighborhoods, West Adams.  Western Avenue, the main north-south artery nearest us, is one of my favorite streets in Los Angeles. If you want to get a feel for this city, there’s no better way to do it than to travel the length of Western Avenue.  From the exclusive girls school up in the hills on its northern end to the hustle and flow of the ‘hood in the south, and every immigrant dream in between, Western is a ribbon of culture lining the belly of this beast of a city.

PFFlyers1I’m doing a photo essay on Western Avenue for a client of ours. In walking Western yesterday, I had all kinds of rewarding encounters. A street poet named Ron shared a poem he wrote, called Shine that was amazing; a restaurant owner grilling chicken on the sidewalk shared stories of his adventures in the real estate biz; a beauty shop owner opened the door after hours to pose for a photo; a kid showed me his python; another kid getting a tattoo showed me his cool shoes–PF Flyers, a brand I used to wear when I was a kid!; a clothing entrepreneur named Prince confided his strategy for pumping up slow sales; a dude named Noon and I had a half-hour discussion on privacy issues, the school system, the prison system, and the relations between the police and the people of South Central–all because he wouldn’t let me take his picture.

No matter how deeply we dive into virtual worlds and other dimensions of reality, walking around and having conversations with folks is still the best way to learn something you didn’t know.

As Viola Spolin said, “Act on environment, and environment will act on you.”

Remixing Your Metaphors

Friday, December 10th, 2010

Prompted by a question from a friend of ours, GameChangers conducted a flash survey to identify the metaphors used most frequently in business communication.  The results are no surprise:MetaphorGraph3

Our methodology was to ask six exceptional communicators who work with all sizes of organizations in a lot of different verticals what metaphors they hear most often in their business scenes.  Those surveyed included a financial analyst, an academic, an artist, a social media director for a large tech company, a brand strategist and someone I’d describe as a ‘narratologist,’ who coaches organizations on storytelling. We limited the focus of the survey to internal communication for two reasons:

1) External communication like PR, advertising and social media, is how companies represent themselves to the rest of the world.  In this context, metaphors are frequently used as a means of persuasion, and are often more about what a company or brand wants to happen than what is actually happening. Because these metaphors serve a different purpose and have a different trajectory, they have to be analyzed separately.

2) Internal communication, by comparison, describes a company’s process, environment and character.  The metaphors used internally reflect reality, because they are used to initiate or define action.  For this reason they often represent an underlying ethos, and describe how the people in an organization go about their business.

A few of the respondents’ observations:

“Maybe this would change with a few female managers, but most men I work with are all about ‘playing offense’, ‘launching a counterattack’, ‘leading from the front’,  and ‘winning the battle but losing the war’.”

“Way heavier on war references or warlike verbs:  Insert, manage, acquire, degrade, demand, battle, launch, attack, defend…”

“I also wonder as more women get into biz if the primary metaphors change.  Meaning, less sports and war, more family and home metaphors?  Especially if this whole social thing works out? (tongue firmly in cheek)”

“Think of the top headlines, of any ‘this product is killing this product’, ‘death of X’, etc.”

“Sports also present…anything that’s zero sum and can be ‘won’ lends itself.”

“I also hear (more recently) about scientific references like ‘if you observe it, you change it’.”

‘I do hear a bit about chess and board games, typically in terms of ‘looking at the whole board’, ’sacrificing your queen’, and ‘thinking through the endgame’.

The business opportunity is clear.  Over two-thirds of all business communication relies on only two metaphors—war and sports.  Not only have we worn them out, they do not address the voracious appetite of a networked business environment for fresh narratives and new ways of relating to the world. To do that, we need fresh metaphors.  They are out there in the world, and in abundance.  Games are beginning to have their day.  And there have always been organizations that see themselves as Family.  The most upside, I believe, lies in the ‘Other’ category.  Big, expressive, thematically rich subjects—music and dance, cooking, biology, quantum mechanics, farming, to name a few—can invigorate your organizational vocabulary.  They help transform your narrative from the mundane and predictable to the artful and unexpected.  And that’s what you want in a story, any story.  So start planting, and see what grows!

(A coda to this post in light of what happened yesterday in Arizona, when a mentally disturbed gunman killed six people during his attempt to assassinate Congresswoman Gabrielle Giffords: The metaphors of war—and the violence they glorify—have polarized the U.S. politically to a dangerous degree. Yesterday’s events add a raw and desperate urgency to the quest for new ways of seeing and engaging with one another. The metaphors of war attract fear-driven fringe characters looking for absolutes, either-ors, and final solutions, to the problems confronting us. To these people, nothing says final like the end of a gun barrel. The narratives of war trample on the tender shoots of new ideas, and marginalize people participating in the new narratives, people like Congresswoman Giffords, who champion peaceful co-existence, believe in yes-and, and who understand that yesterday’s solutions don’t work in today’s world.)

Fern and Betty

Friday, May 7th, 2010

I got my love of playing games from my mother, Fern.  When I was growing up, we watched all the TV game shows that our manually-adjusted outdoor antenna (with TV watchers inside the house shouting outside to the antenna-turner, “Too far!” or “Keep turning!” or “You had it!  Turn back!”) and our black-and-white Philco allowed.  One of our favorites was Password, and our favorite Password shows were those that featured Betty White as one of the guest celebrities.  We loved Betty.  She was smart, beautiful, funny, and Fern never failed to point out that she was married to the host of Password, Allen Ludden.  Having a husband who hosted a TV game show on which you were a celebrity guest was, I always figured, Fern’s dream marriage, not, as reality would have it, marriage to a farmer from Indiana who rehabilitated castoff horses by turning our farm into a riding stable open to a public that by and large did not know how to ride.  Fern’s game was much harder to play and, for her, not nearly as much fun as Betty’s was.

BettyWhite1A few years ago, I was asked by a network executive to videotape interviews with the alumnae of The Mary Tyler Moore Show, including Betty White.  The show had been off the air for many years but Mary clearly maintained her star status, and the rest of the cast deferred to her as such.  I, however, only had eyes for Betty.  Then, as now, she lit up the room with those smiling, sparkling eyes, and the sincere attention she gave to those around her.  Listening, I am more convinced all the time, is the secret to relating to the world, and Betty listens with the best.  Her ego does not get in the way of her reception, and as a result, her picture is always crystal clear.  What you experience is not the illusion of a human being, it is human.  It is not a portrayal, not a role.  It is true character.

After we had completed our interview, Betty and I had a chance to talk, and I got to tell her the one thing I really wanted to tell her, how my mom had been a big fan of hers since the Password days, and how she celebrated the relationship between Ms. White and her dream husband, Allen Ludden.  Then, on pure impulse, I asked Betty she’d mind calling Fern on my mobile phone and saying hello.  This was a no-no for someone doing my job, a line you did not cross, it was like kitchen help taking a seat at the dinner table.  But all I could think about was how happy Fern would be to get a phone call from Betty White.  “Of course I will”  Betty said.

Fern was not home.  The call went to voice mail.   Betty didn’t miss a beat.  “Fern, this is Betty White,” she said.  “I’m standing here with a handsome young man who claims to be your son, and he tells me you’re a Password fan.  That is so sweet of you.  We had so much fun on that show, didn’t we?…”  I don’t remember the rest of what she said, but I remember that the tone of her message was as if she and Fern were old high school classmates who hadn’t seen each other in ages.  Which, in a way, they were.

A couple of days later, the network executive called and the conversation eventually came around, as I figured it would, to the subject of the call I’d asked Betty to make to Fern.  “At first, I thought what you did was okay, and later I thought it wasn’t okay,”  said the exec.  She said she had no choice but to fire me.  I could not have cared less.  The happiness in my mother’s voice when she phoned to tell me about the voice mail from her BFF, Betty, was worth a thousand gigs.

I imagine that Betty White’s life has been a series of encounters just like this one, in which she has given the gift of herself, and treated her fans as her equals, her collaborators in a joyful conversation.  (”We had fun, didn’t we, Fern?”)  This is why she is still young and her world is still unfolding at the age of 88, and she’s hosting Saturday Night Live tomorrow night.

FernMeCasino1

3 AM, French Lick (Indiana) Casino

I see this same spirit in my mother, who, at the age of 82, still lives on the farm in Indiana, quilts, bowls, plays bingo, gambles in Vegas, sings in the choir, gardens, cooks amazing meals, mows the huge yard and can drink with the young folks at the Shamrock Pub until closing time.  When I talk to her on the phone, she’s usually the one who ends the conversation because, hey, she’s got things to do and has to get going.

Happy Mother’s Day, Mother!  Break a leg, Betty!  We love you both!

Digg the Toyota Scene

Thursday, April 8th, 2010

When Toyota hit the icy patch in their narrative this January, they did not do what most organizations their size would do, they didn’t do what the Tiger Woods brand did when the Escalade hit the fire hydrant:  huddle, confer, strategize, ponder, debate, script, re-write, close ranks, assume a defensive posture, call in damage control experts, and use all of it as an excuse for Not Doing Anything.

No, they improvised.  And by that, I don’t mean they flew by the seat of their pants, or made it up as they went along.  From the CEO on down, they jumped into the conversation with the audience and performed aggressively to build a narrative that countered the media hysteria around the recall and the ambulance-chasing members of the legal profession who fanned its flames.ToyotaLogos1

This is what improvisation is.  A conversation designed to connect the performers with their community.  Not a monologue, a strategy, a script or a campaign.  A dialogue. Observations and comments.  Listening and responding.  Action and reaction.

AdWeek this week highlights one component of Toyota’s conversation with the audience:  a Digg Dialogg with Toyota’s head of U.S. Sales, Jim Lentz.  One of the more telling beats in the article is how skeptical J.D. Power & Associates, the traditional arbiter of performance and quality in the automotive industry is about this tactic.  They don’t see ‘movement’ in their polls, they say.  The jury is still out, they say.  What the J.D. Power people fail to grasp is that the conversation itself is the movement.  The fact that it happened, along with untold other interactions between the brand and audience, constitute a flow of events that defy any one snapshot’s (i.e. poll’s) ability to capture its effectiveness.  Trying to measure one data point in a narrative with a million data points is foolish.  J. D. Powers is trying to apply old school metrics to a new school process.  It’s like taking a poll about how people feel about Rings and using it to gauge the audience’s perception of Lord of the Rings.

No doubt there’s a major problem with Toyota’s process, the company has admitted as much.  Its quantity got ahead of its quality.  It began thinking of its audience as consumers instead of customers.  It’s a big, big, issue, with immense implications for the brand.  What’s impressive is that they didn’t let the immensity overwhelm them.  They didn’t look for an epic solution to the epic problem.  Rather, they began a journey of epic proportions., and they are conducting it one conversation, one scene, at a time.  They are contrite, but they are not backpedaling, or wasting time deliberating.  That would cause the narrative to lose its momentum.  They didn’t script a narrative and then try to force it on the audience.  They improvised, with the conviction that their journey will eventually re-connect them with their community, and win back its confidence and its applause for their performance.

Hurd is the Word

Monday, July 13th, 2009

HandsOnSolar1For months before we met for lunch last week, I had been hearing about Brian Hurd, mainly from Deep Patel of GoGreenSolar.  Deep claims that Hurd is one of the sharpest tools in the shed.  Has more experience than just about anyone in the solar industry.  Knows as much as anyone in the world about the state of solar technology.  Started the solar installation program at the East L.A. Skills Center, where he has trained more certified solar technicians than anyone in the U. S.   Helped write the State of California certification tests for solar installers.  Is a protege of Secretary of Labor, Hilda Solis, the former Congresswoman from California who admires the work he’s done to create jobs in the community.  The web site for the company he founded, Hands On Solar, and the Google results page for ‘Brian Hurd Solar Technology’ bear out all this and more. (more…)