Each of the offerings below is available as a 90 minute talk, a 3 hour workshop, a 3 day training, or something in between. Send me a note for rates and availability.
I’ve said it before and I’ll say it again: empathy isn’t a feeling, it’s a practice. This workshop grants participants the chance to practice next-level communication skills like whole-person listening, giving/receiving feedback, and proactive reframing. This is great for internal team building, but it’s a gold mine for developing a customer-centric mindset, with tools like participant observation and ethnographic interviewing.
Empathy intro. The 4 points of distortion in communication. Climate vs. Weather.
Presence and non-judgment. Nonverbal language. Listening and reflection.
Immersive interviewing. Participant observation. Crisis communication.
What business are you in? No matter what your answer, change is the rule and longevity is the exception. In this workshop, we explore value proposition design from the perspective of business vitality. How might we create a business model that is soft enough to reinvent itself and strong enough to hold its own? Some people call this “future-proofing” but that phrase is on my do-not-fly list, because it is poorly constructed, overused to the point of meaninglessness, and also dumb.
What business are you in? Beyond digital. Understanding vitality.
Opportunity discovery. Customer journey mapping. Value creation.
Value proposition design. Effective vision statements. Authenticity.
You need an idea in a hurry? Let’s do a sprint. You want your team to ask better questions and build better solutions? Let’s talk about design thinking. In a nutshell, DT is a 5-part human-centered solving method that works for almost any kind of challenge. This interactive experience introduces the design thinking mindset to all kinds of teams, rooting them in the practice of empathy from ideation to implementation.
What is Design Thinking? Customer-centricity done well. Who wins?
Better Solutioning. Reframing. How Might We? Yes And.
Prototyping, testing, and adapting. Preparing for user adoption.
Yeah, I said it. What do you do when you need leaders, but don’t need hierarchy? Action, not obedience? Power, not authority? This training combines ideas from co-counseling, creative collaboration, recovery sponsorship, and egalitarian spiritual practice in order to empower supervisors, managers, mentors and team leaders in the art of harnessing the collective intelligence of a group. This could also be called “facilitation training” but, I mean, yawn.
Empathy intro. Vulnerability and fear. The problem of authority.
Honesty vs openness. Radical accountability. Transformative reframing.
Energy herding. Group experience design. Emotional hygiene.
CUSTOMER JOURNEY MAPPING
You did the research and now what? This workshop is an all-hands session to get a handle on the customer experience every step of the way. We can track the emotional experience, look for product and service opportunities, scan for friction points, or get into systems thinking by finding partnership opportunities. It’s your call. All you need is a big giant wall, a bucket of sharpies, and a neon pride flag of sticky notes.
Empathy intro. Customer centricity. Reframing from the user POV.
Story scouting. Mapping stages, steps and micromoments.
Opportunity discovery. Flagging the map. Reverse engineering friction.
Collaboration has two enemies: authorship and ownership. If you think your ideas are all yours, you’ve got a problem. Thankfully, it’s a problem a lot of us have, so we can work it out together. In this class we practice generosity, non-attachment, and improvisation at the radical level, hilariously bruising our egos on purpose like a bunch of clowns on a roller derby rink. The result? Truer smiles, better ideas, and faster forward movement.
The recipe for creativity. Building from strengths. Yes And.
Authorship and Ownership. Listening and Feedback. The problem of humility.
Radical community. Celebrating failure. How to debrief joyfully.