Strategic Planning, Strategic Thinking and A Zen Mind Trick

Last week, we talked about critical thinking as a type of expertise, one that you can teach and grow quickly within your organization. One of the greatest values that a true critical thinker can bring to the organization is the ability to look without fear or favor at all parts of your business. That requires turning a bright light on a series of questions that will illuminate where you are and where your business is headed.

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Your big picture thinking about your business and industry needs to include your knowledge management plan or, more specifically, what expertise you need to bottle and preserve to keep your organization running.

When it comes to your knowledge management plan, you need unblinking honesty about the state of your business and industry. Because, quite frankly, not everything or everyone that got you here will get you there. The future is moving faster than the average long-term plan, which is why long term planning has fallen out of favor to agile product development and rapid prototyping. Plans be d*****d. Your competitors have something coming off the proverbial drawing boards that can send your product off in another direction, or off the market completely.

A Zen Mind Trick

An article in SmartBrief this week, Learn the Art of Avoiding Action for the Sake of Action, highlighted the difference between strategic planning and strategic thinking, and author Adriano Pianesi states, “Perhaps we’re ‘in the know’ enough to recognize that many consider the discipline of strategic planning to have long gone the way of the dinosaurs.”

Instead, he advocates strategic thinking as a response to the VUCA (volatile, uncertain, complex and ambiguous) world in which we conduct business and live. It’s a world that requires a bias toward action, informed action, but action nonetheless. Let me suggest it is informed action that still requires the type of long-view thinking more characteristic of strategic planning than agile rapid-response iteration.

I am a fan of rapid-response iteration within context. And it is that context that is driven from a deep understanding and analysis of the factors driving your business, your industry and the larger environment that is characteristic of strategic planning.

Critical thinking skills among leaders produce good decisions made within a framework that makes sense based on everything you know, and takes into consideration all the things you don’t know which is a Zen mind trick. And the list of things you don’t know grows longer every day, making those critical thinking skills even more critical.

Pivot and live to see another day.

Strategic Planning for Knowledge Management Course for the Working with SMEs Tribe: This is a Test

In our ever-expanding quest to spread the Working with Subject Matter Experts gospel, we test platforms beyond the blog  to get the message out. This week, we created a test course, Strategic Planning for Knowledge Management.

As a writer, I love to write so that is my go-to communication method. But you absorb information in different ways, so we like to play with other formats to help reach you and teach you where you’re at. We enjoy creating the podcasts and will probably keep them going in some fashion after our first season. In the meantime, I am developing a series of online courses and thought I would share a 10-minute sample of an introductory course with you here for your feedback.

Because this is a test, I realize the lighting and framing of the video is poor. That is the fault of me, the user, and my Internet connection. The actual platform and technology is really cool  and if you like the idea, I will refine it and spend some time improving the video on my end.

Content: Is this information helpful?

Audience: Will leaders in your organization find the information useful?

Format: Would this online course suffice in place of live workshops?

Value: Would you like to drill down in this topic of strategic planning for knowledge management and learn more about how to find your experts using this framework?

Platform: How about the platform? Do you like the slides plus video? Would it be helpful to add the text so you can follow along and read it (Of course, we will make formal courses 508 Compliant)? Would slides plus just audio voiceover be better?

We continue to welcome your comments and feedback. Some of you choose to reach out directly to us at workingwithsmes@gmail.com and that works for us, too. We read everything and respond.

Thanks for following and sharing this information with others.

 

Elevating the Expert and the Critical Thinker in Your Business

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The definition of an expert has been pretty clearly decided.  An expert has probably dedicated at least five full-time years to learning a subject, and may make tens of thousands of small judgments instantaneously when faced with an issue.

But what is a critical thinker, and what is the difference?

This question arises because I’ve often heard clients bemoan a perceived lack of critical thinking skills in employees within their organizations. The request is usually to develop training to sharpen critical thinking skills.

Some critical thinking skills are innate; you’ve met people who have an analytical mind and naturally parse any situation to figure out what is going on and how to solve a problem. Critical thinking skills can be taught, too. You can teach people to think using validated analytic methods. You can teach people how to think in a linear fashion and consider new perspectives.

While critical thinking skills and expertise are not the same thing, they can both be learned. Expertise takes time to acquire and critical thinking skills require applying concentration to the task.

You can be a critical thinker without being an expert. You may have great analytical ability but no real deep knowledge of any particular subject.

You can be an expert without being a critical thinker. Think of certain types of expertise that are innately intuitive or creative that call for mostly right-brain activity.

Most experts are probably critical thinkers. Even if they don’t realize it, experts are usually applying a series of tests to their area of expertise to make decisions whether it is an artist deciding to use a splash of red in a painting or an executive deciding to pursue a particular contract.

Critical Thinking as a Type of Expertise

Many organizations who are experiencing the flight of baby boomers into retirement are concerned about losing valuable expertise that would be difficult or impossible to replace. The people who know your business and your customers intimately have inestimable value. Sometimes you don’t know who they were or what they knew until they are gone.

Organizations do not have to lose critical thinkers, however. Critical thinking is an art and a learned skill.

If you think your company suffers from a lack people able to analyze a situation and able to make a good decision, that is easily solvable.

Many leadership programs teach critical thinking and arm their executives with analytic skills. It’s important to start at the top with those people who are steering the ship. Let me suggest that it is just as important to teach the process of logical thinking farther into the organization right down to where the work is done and where the employee meets the customer.

The value of good critical thinking skills and the ability to make decisions in the moment have impact at the point of greatest influence. So while you are working with your experts to capture and transfer their knowledge, don’t forget to reinforce that knowledge by arming your employees with the ability to make good decisions in the moment, at the point of greatest influence, while the product is being made and the customer is being served.

Critical thinking skills enhance the value of all your other training, and can be built into training programs as part of your learning strategy. After all, mastering the art of making good decisions is a type of expertise and it is a transferable skill to all areas of your organization.

Think about it. Let us know if you have considered the value of critical thinking skills for all your employees.

We welcome your comments below.

Training Coordinator, Project Manager and Instructional Designer – Who’s Who?

As a project matures, roles may become blurred. Often, it makes sense as the strengths of some bleed over into related roles, and other team members reach capacity. Smart teams are flexible and adapt to get the job done well no matter the role to which each person is officially assigned.

For teams who are building training programs, often team members grow from one role into another so they can overlap  serving as writers, designers, graphic artists, project managers, team leads and client managers.  The Training Coordinator is a person who has often walked in many of those shoes.

A Training  Coordinator combines several roles and goes beyond them.

A project manager plans and conducts events, coordinating  the people and the schedule to accommodate tasks and mitigate risk. An instructional designer oversees responsibility for the way a program will be executed to meet the needs of the client. A Training  Coordinator does all those things – and more.

A coordinator works closely with the client to conduct the needs analysis and is involved in planning how to meet those needs, understands and oversees all the roles involved in the project, and can work with the designers, artists, writers and experts who are working together to create a great program. A Training Coordinator is the main client interface, and the role goes beyond management and building training to acting as the conductor of the movement.

The coordinator has strong people in each role, and it is a task that requires laying your reins on loose so everyone can excel at their jobs. In fact, we might posit that a Training Coordinator is almost invisible but has a strong vision.

If you have used the role of Training Coordinator in a project, we’d love to hear from you.

What worked? What didn’t? What could you have done better or what could you have eliminated from the role? What is the best background for someone acting as the Training Coordinator?

We’re learning together, and we enjoy hearing your experiences.

Thanks for reading! Please comment below.

The Working with SMEs 2017 Survey Says…

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It’s that time of year where we report the results of the Working with SMEs Annual Survey.

Our respondents are all male and many are near or at retirement age, although none ready to retire, it seems!  Why quit when we are doing something we love?

As for our concerns, readers continue to struggle with developing training that achieves behavioral outcomes. The solution is creating training that reaches today’s learners as Millennials take over as the single largest generation in the workforce. Millennials and Gen 2020 learn in smaller snippets, and they want information all the time at the point of need.

We found that technology, manufacturing and intellectual property dominate, if not our reader population, certainly our respondents. They felt most compelled to speak up in our survey. Respondents confirmed that capturing and transferring proprietary information is an ongoing business need.

As decades of experience leave the workforce, it pays to:

·         capture what you need to retain as soon as possible

·         transfer it using methods that reach your new learners

·         continue to focus knowledge transfer using strategies that create behavior change

Thank you to everyone who participated in our survey. 

Please comment below. We appreciate your readership and involvement in our community.

 

Here’s what we learned in our Working with SMEs survey this year:

Responses:

Female – 0%

Male – 100%

(Hello, ladies!)

Age:

35-50 – 25%

51-65 – 25%

65+ – 50%

Occupation:

Training and Talent Development – 25%

Executive (C-suite/Management) – 25%

Consultants (business/talent development/marketing/branding) – 50%

Industry:

Technology – 25%

Professional Services – 25%

Manufacturing – 25%

Marketing, Sales and Public Relations – 25%

Biggest Challenge:

Creating training tools and approaches for Millennials – 25%

Developing training that achieves behavioral outcomes – 50%

Assuring protection of intellectual property, patent – 25%

If We Develop Artificial Intelligence, Do You Still Need Your Experts?

 

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The writer in me loves to read everything, and especially books. Last weekend, I read Digital Gold: Bitcoin and the Inside Story of the Misfits and Millionaires Trying to Reinvent Money by Nathaniel Popper about the origin and history of cryptocurrencies and the blockchain. It is a well-written and fascinating read by the New York Times reporter, and is full of tales about Internet legends like Reid Hoffman and the Winklevoss twins.

Here’s the interesting part for people like us who are worried about capturing current internal expertise for future business growth. One of the major concerns of workers is that they will be replaced by robots, and it is a legitimate concern because it happens every day. Business owners are always looking for ways to do things more consistently, efficiently and cheaply, and robotics solves that problem. However, when you replace humans, you also introduce the problem of displaced workers. The social implications are astounding so we won’t go there. But we will look at two things to think about as the uptake of robots and artificial intelligence (AI) affects capturing internal expertise:

  1. If you plan to “hire” robots to do the jobs of humans, you may conclude you don’t need to capture human knowledge. Human skills are so “Encyclopedia Britannica”. Those companies looking toward the future are living in the gap, waiting for the next wave of industrialization that antiquates their current business model and their need for training humans.
  2. If you eliminate human workers, how do you pay robots? I figured robots are a capital expense like buildings and machinery but believe it or not, economists are now working out how to pay for the “labor” of robots which puts them in the category of “worker”. AI robots may be your experts of the future.  This is where cryptocurrency comes in. You can “pay” robots in cryptocurrency. It’s right there in the book Digital Gold on page 294.

“Like many [Silicon] Valley firms, Andreesen’s was thinking about intelligent robots, and Bitcoin seemed like a perfect medium of exchange for two machines that needed to pay each other for services.”

Breathe.

This caught my attention because it is clear a lot of the forward-thinkers who are instituting new systems of work, the economy, the social structure, and so on are pondering these questions. If they succeed, theoretically it frees the rest of us to be creative and pursue our passions while being supported by a basic income supplied – I assume – by the robots’ productivity.

Seriously, people are having these discussions right now. You may have heard Mark Zuckerberg called for Universal Basic Income (UBI) in his Harvard Commencement address last week. It’s a real thing. The robots work, get paid in cryptocurrency, are potentially taxed on their labor and we get paid from the labor of robots to take macramé classes. I don’t know about you, but I’m bored just thinking about it.

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I Don’t Digress

You may think I digress from our regularly scheduled topic of capturing and retaining your corporate subject matter expertise. This actually is not a digression at all. This discussion is essential to our topic of whether human knowledge is important, essential, needs to be captured and carried on – or really has any value at all – in light of the rapid progress in robots and artificial intelligence. For those of us who follow developments in the training world, you know that we are learning how to train robots. I think they have made the leap that robots can now acquire learning that builds on prior knowledge – you know, the same way we silly old humans learn.

If you believe the future is here, you are right. If you believe you still have to operate in the present, you are also right.

For those of us still living in the pre-AI world before we all receive a Universal Basic Income, we need to continue to contend with the issues of knowledge capture, retention and transfer between generations of workers for the ongoing success of your enterprise.

Retaining Human Knowledge Until the Robots Take Over

If your experts flee to retirement or leave your organization for any other reason, you are still vulnerable to losing valuable knowledge, skills and attitudes to fulfill your mission effectively, efficiently and in a cost-responsible way today.

What are you doing right now to make sure you keep your expertise under your roof even if your experts leave?

Here’s what I can do to help you raise awareness about these issues in your organization:

  • Speak to your organization’s decision makers to help them analyze their risk of losing valuable expertise
  • Explore which workshops can help you dissect your organization for areas where you are vulnerable to losing your critical experts
  • Help you identify and work with individual experts in your organization

Think about it.

Until the robots take over, you still need a plan!

Are you vulnerable to losing valuable human expertise? Is your company living in the present, the past or the future? Please comment below.

 

Episode 14: Coaching is About Investing in Relationships

In this week’s episode of the Working with SMEs podcast, we talk about the importance of supporting a training program with coaching and mentoring. Co-host Nathan Eckel talks about the investment of the years of relational equity that go into a strong coaching relationship.

“The caliber of the benefit comes out of the caliber of the relationship,” Nathan says.

One of the best ways to leverage your training dollars is to put a coaching or mentoring program in place to support your efforts with personal relationships. The time and cost to the company requires that the people who are mentors are incentivized to make sure those relationships are supported.

And if you invest the 14 minutes to listen, you will find out that we manage to work in a mention of The Jetsons and Spacely Sprockets.

Thank you for listening to the podcast. Please comment and share with your colleagues.

 

Episode 13: One Size Doesn’t Fit All in Experiential Learning

Welcome to the Working with SMEs Podcast with our co-host Nathan Eckel. This week, we discuss unique learning situations that require unique approaches to knowledge transfer. As we look at the 70-20-10 rule that says 70% of learning happens on the job, 20% happens in mentoring situations and 10% happens in formal learning, we discuss ways to emphasize what works.

Nathan adds his usual dose of special humor and regales us with tales of “soul-crushing losses”. We also explore some of the attributes of extinct and emerging industries including their approaches to learning transfer.

We discuss learning transfer that works, such as:

1. Special projects and assignments

2. Job shadowing

3. Temporary job swaps

4. Formal rotation programs.

As a bonus for staying with us for the full 12 minutes -yes, we do all this in just a little over 12 minutes! – you will find out the latest and greatest experimental approach to learning transfer.

As always, thanks for listening. Please comment below and share your thoughts.

From the Mailbag: Advice on Working with Foreign (ex-US) Experts

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Last week, I tapped into the Wisdom of the Working with SMEs Crowd for advice on how to work with experts who are non-US natives and non-English native speakers. Several of you stepped up to serve! In our first-ever guest blog post, Mr. Martin E. Gilligan Jr. generously shares a wealth of international experience with us. Should you care to contact Mr. Gilligan directly, his contact information is below his blog.

Thanks to all of you for your readership and engagement.

Guest Blogger: Martin E. Gilligan, Jr.

Since I got my first foreign sales assignment purely by unfortunate circumstances (for me, the company, and the CEO) – I didn’t even have a Passport, only spoke “pigeon Spanish,”  and only had US/Canada sales experience. BUT, I ended up getting 102 country pins on my travel map and setting sales records in the ten+ years I was responsible for sales/marketing of boilers, HVAC, and Alternative Fuel systems – this was selling capital goods w/ value of $250,000 to $5,000,000 each. Following that, as a consultant, I used to do two to four US / Foreign licenses and/or strategic relationship agreements per year and still do one or two a year for my long-term clients.

In dealing with foreign training, selling, and technical support I learned (the hard way) the following – do it or you’ll pay for it later.

1. Research the country – music, food, culture, customs. Luckily, I was so terrified of my first trip (to Peru for the fish meal industry) I did this without having to be told. Absolutely mandatory for anyone traveling to do the actual teaching/service work and/or supervising such effort – whether or not he/she is on the trip or does it by text/e-mail or Skype from the home office. It can avoid a LOT of “foot-in-mouth” problems. The goal for each of your team members is to come out of the meeting or training session with at least one good personal relationship on the other side. You do that by eating, drinking, socializing with people on their terms, not yours. I always stayed in a local business hotel (not a big US chain) that usually didn’t speak English, but my host (customer, sales rep, distributor) took care of me. You don’t have to speak the language to enjoy a great meal, listen to good music, or watch local happenings or a game with the other person’s kids. These experiences create “bonding” connections which may save the day when you are in deep-doo-doo and need a favor, or when someone is being stubborn or thick-headed and you need advice on how to break the logjam. The other person realizes that it works that way for him/her too so it is not unfair to either party.

2. If you have access to a native language speaker in your industry for that specific country, use them to the hilt. If you don’t, do the research to find a good, competent (in your industry) professional translator. The American Embassy and your Industry Trade Journals that publish in that country are good places to start looking.  Set your schedule so that you have more than a couple of hours alone with the translator to go over what you intend to present and the key points you want to make. It may cost you extra dollars, but you can’t imagine the cost and lost sales and implementation problems a wrong translation can cause, which will usually come back to your account – regardless of what your English Terms & Conditions say. DO NOT use university professors, relatives, or foreign customer employees unless you are sure that they understand the business or subject matter you are going to present. Company employees and professors will “color” their translation with their own opinions and prejudices (especially if they know that you don’t have a clue what they are saying). These comments are especially true of printed or recorded “leave-behind” materials. They should be vetted by someone who will understand something that will come across as “wrong,” “stupid,” “prejudiced,” or “insulting.” The classic example is Chevrolet naming their South American export car NOVA which roughly translates into “no go” or “does not go.” Or the Mexican Restaurant Chi-Chis  which is a crude slang term for breasts in Mexico and Central America.

3. The English as a second language audience is a separate (and often more difficult) case. Many times the so-called English speaking person does not dare to admit that he/she did not understand what was presented due to their status within the company as knowing English. The answer here is the same as # 5 below. Secondly, the English as a second language person understands English in a very specific, exact “dictionary” manner so avoid slang or technical jargon and use simple terms.

4. When scheduling the program, double or triple your normal presentation and break time. After each topic change, stop for questions and to repeat segments that were difficult to understand.  Unless you have been the recipient of an incomprehensible briefing or program in a foreign language with English subtitles or through a translator, you can’t imaging how exhausting it can be – particularly when someone’s company or department or personal success depends on getting it right. Plan on at least one “pure” follow-up session to make sure that the basics “took” and monitor implementation on at least twice the normal frequency as in an English-speaking country.

5. When preparing written documents or brochures/posters,  OR briefing charts/slides, OR scripts for spoken presentation (and there should ALWAYS be a script or detail notes for any spoken briefing in case you have to go back and repeat – prove you made – a specific point) always use very basic and simple English language and sentence construction. Make it easy to translate and/or be understood by the second language person. Many times, to make an important point, you need to repeat it several times using different words and/or illustrations to make the point. NEVER use slang or highly technical jargon without multiple explanations about what it means.

6. If at all possible, especially under license implementation situations, bring a key person from the receiving group to a good example situation in the US or some other English-speaking country so that you have someone in the room who understands most of what you are trying to get across to the others, but don’t let them make the briefing unless he/she has actually run your operation in the US.

This sounds like a lot of work and expense, and it is; but it pales to insignificance when compared with re-doing, repairing, re-training, undoing and re-doing stuff with a 10,000+ mile one-way trip for each session that is not going to be paid by the licensee or customer. As the saying goes: “You can pay now or you can pay later, but you will pay!!”

 

Martin E. Gilligan, Jr., is the Owner & Principal Consultant at MARTIN & ASSOCIATES “Who you SHOULD see before you HAVE TO SEE an attorney”. Mr. Gilligan can be reached directly at martinejr@comcast.net. For more information, visit his website at http://www.martingilliganconsulting.com

Looking for Your Advice and Opinions on Working with Foreign (ex-US) Experts

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The topics for this blog often come from you. Usually a conversation or an email results in ideas, and commonly the same issue will surface a few times within a week or so. This week, several American colleagues mentioned challenges in working with foreign experts who speak a primary language other than English.

As a result, I am going to try something new and start a discussion around the challenges in these situations by creating two hypothetical case studies for you to consider. The readers here have similar interests, so please share your advice, recommendations and opinions with others. Sometimes you respond with comments on the website, other times I hear back personally from you responding to me in email. Either way, if you’d like me to share your comments with other readers, let me know. Hopefully, we’ll all benefit as we learn from the wisdom of the Working With SMEs crowd.

Case Studies To Consider

Case #1: An American English-speaking training company is dealing with Japanese experts in Japan and working remotely with them using Zoom, so they are seeing each other and sharing slides. The training company has a team consisting of a designer and writer both on the calls. The Japanese experts have English skills and the American training team has no Japanese. The trainers are having difficulty understanding the experts’ accents, and the experts present their slides written in Japanese.

Consider: Taking the situation’s perspective from either the training company or the Japanese company, what would be your next move and how would you salvage this relationship so it results in an effective training outcome?

Case #2: An English speaking training company based in the UK with offices in the US has been contracted to build a series of training modules for a company of 150,000 employees located in 75 countries. Many of the employees speak English as a second language. The training company has been hired due to their strength in visual training modalities. They are excited at the opportunity to work with this global corporation and to explore the potential of their cutting edge technology.

Consider: What are some of the first steps you would take to ensure a smooth process? Who should be at the table from the training company and its client company? What kind of safeguards and procedures would you put in place so language and cultural sensitivity is built into the process at each phase?

General Questions to Consider

When an English-speaking American is working with foreign-speaking experts, whether within the U.S. or in another country, how do you build cultural and language supports into your training development?

Do you:

Hire cultural competency experts to ensure sensitivity and eliminate cultural bias?

Hire foreign language or translation experts to assist with non-native English speakers?

Provide cultural or language education for your English-speaking, Western-based training team?

Prefer to work in person as often as possible to develop and strengthen relationships?

Explore the issues openly with clients at the beginning of your relationship, looking for places where you can establish processes and provide additional supports to reduce cultural and language differences or misunderstandings?

Specialize in working with non-native English speakers or outsource your work to training companies that do?

Wisdom of the Working with SMEs Crowd

Instead of our usual offering of advice and opinion, we are turning the tables on you this week. We have a lot of questions. If you have opinions or experiences to share – or even other related questions and issues – we look forward to hearing from you.