Stories & Customer Experience

A couple of weeks ago I had the pleasure of being a guest on Michelle Romanica's BlogRadio show on Customer Experience.

How stories come into play with customer experience is a rich area to explore. Our conversation dove into some ideas and practices that are powerful yet subtle.

Listen to internet radio with Customer Experience on Blog Talk Radio

Among other things we discussed how customers experiences can start with catalyzing the internal experiences of employees with a variety of communication and strategic initiatives employing the natural power of stories.

How are you do you architect customer experiences with the disciplines of organizational storytelling? Add your voice to the conversation.

Organizational Will

What is the role of will in organizations? How much can we direct and control?

1001 faces and hands are at work molding our destiny...whether it be inside of an organizations, our individual fates, or the macro entity of the organization itself encapsulated with the collective paths of many...are we equipped to become animate lighthouses searching with our long arms of probing lights casting light to discover shores of destiny among the foggy terrain of our voyages...reflective conversation...action in motion...flexibility coupled with strength and alignment of purpose will be our greatest allies

Stories operate within these dimensions to help us keep our fragile vessels afloat

Would you consider clicking on the link to this post to watch my short conversation starter video and then add your voice to the discussion…

I've setup a Voice Thread link where people can easily post audio comments, text comments, documents, images, even record video reactions to my video all from the website without any fuss (you can even use a telephone to dial into and leave your sound bite. Please consider adding to the conversation:

Organizational Priorities

What are the priorities in your organization? Are you caught in the cogs of performance pressure? Has constant acceleration become a way of life in your organization?

A recent experience with dolphins works as backdrop in this video to explore how we might meet these challenges and realities of speed and purpose with equanimity and even joy.

Organizational Priority from Terrence Gargiulo on Vimeo.

What happens when we move past thinking of stories as tools of persuasion?

We unearth a Rosetta stone for critical thought, deep conversation, and emergent possibilities…strategic organizational story work creates an environment that enmeshes people into networks of meaning that leads to adaptability and performance…this integrative pattern of interrelating produces a wonderful by product of joy.

Consider this video's working metaphor and then be a part of the conversation.

Share with us experiences of what this looks and feels like for you in your organization. What things are you doing or think you could be doing in your organization to bring about "the dolphin effect?"

I've posted this video on Voice Thread to allow folks a vehicle for responding with comments, audio, video, documents, etc... (all of these things can be done for free from the website):

Welcoming the New Year - Tidbits from the Arts

HAPPY NEW YEAR!!

I can't believe it's 2011. As I look back on 2010 I am gratified by all of the new content I created and offered with folks. Some wonderful collaborations - and some personal breakthroughs in terms of new idas and ways of apporaching my story work.

For a quick recap of the year and links to relevant artifacts of my bursts of creativity...

BE SURE TO CHECK OUT THIS LINK

I am planning and reflecting on what I will learn and try new this year. I am open to your thoughts and ideas. Last year I moved from lots of webinars to a few well timed and placed webinars usually with other major partners and collaborators to short videos. A colleague said he thought there were like Organizational Poetry. If you haven't seen too many of these yet please take a minute and go out to my Vimeo Channel.

These videos gave me an opportunity to play with digital forms of storytelling and they have become very popular with many of my clients. Now in addition to collecting and facilitating the collection and sense making of stories in an organization I'm being retained to pull stories together in short video collages to act as conversation starters, tacit knowledge transfer vehicles, and informal learning tools.

Before getting into new business content I wish to use this post to share three personal items:

1. Video of a performance of a chorus from the opera Tryillias I wrote with my father. This is the first performance of this chorus

2. Video of a recording of the famous Metropolitan Opera baritone singing my father's composition Ninna Nanna at his Golden Jubilee conference at Carnegie Hall Town Hall from the late 1940's

3. Video of pictures with the audio of 11 year old me (1979 - you can do the math :) singing the role of Amahl in Gian Carlo Menotti's opera Amahal an the Night Visitors

If you aren't on my mailing list please consider adding your name so I can be sure to send you announcement and links to all of the free white papers, videos, and webinars I offer.

PLEASE ADD MY NAME TO YOUR MAILING LIST

Please don't be a stranger - Let me hear from you and if there is a webinar or short video topic you would like to see or which might be helpful reach out to me by email - terrence@makingstories.net or phone - 415-948-8087.

Blessings to all for a richly deepening and storied year!

Organizational Light

Can you envision your organization shedding light into the world?

We’re precious in how we do what we do…nothing needs to be without the simple clean intention to be and give the most we can. Even in our worst moments of glorious failure we can sail through our darkness to brighter shores…

Might we see our organizations as oil lamps to be lit by our shameless individual and communal efforts?

Chopin's music and a story about one of his famous poloniase's work as back drop in this video conversation starter:

Organizational Light from Terrence Gargiulo on Vimeo.

I'd love to hear your voice. How do you and your organization cast light into the world? What's the intersection between the idealism of generating light and the reality of organizational life? Do you have any success stories to share? What have been your challenges and struggles?

Exploring the Boundaries of Stories & Organizational Respect

How Can We Engender Respect & Attention With Our Stories?

I’ve always been fascinated with how stories connect with one another. For most of us who are not natural performers or orators telling a single big story in a compelling way seems daunting. I’ve noticed that most stories are more like snippets; small bits and pieces. Even when they’re not the flow of conversation between people or the impromptu opportunities that present themselves for sharing stories requires us to condense our stories.

Here are some questions I’ve been thinking about:

How do stories change when we need to collapse them?
How much can we condense or abbreviated a story before it loses its impact?
When we link several stories together (two or more in a rapid string)? How does that impact us as a teller? And what effect does it have on listeners? Can they follow us? Will it trigger stories for them?

I’ve been releasing short two minute video blog pieces where I have been experimenting with story richness. I’ve been playing with story forms (anecdotes, metaphors, visual metaphors, clichés, alluding to other personal stories without going into them, and references to well known stories or movies, etc…).

How do these “story forms,” enrich conversations and presentations and when do they detract? Are they still stories? Are these story skills more easily practiced by others because they might mimic natural forms of communication better? Can we be more mindful and aware of these forms of stories and by doing so become more effective at connecting with each other?

In my latest video I gave myself a hard challenge. I wanted to tell three stories in less than a minute and half and still have it be cogent, effective, evocative for others, and well connected to the front part of the video. I then further challenged myself by giving myself one take only. I turned the camera on and away I went. I had a mental schema in my mind and I had identified the stories but I had never tried telling them all together and I had never tried to tell them all in less than a minute and half.

Here’s the result. I’d love to hear people’s experiences and thought about the questions. Here's the short video to jumnpstart your reflections and our conversation...

Organizational Respect from Terrence Gargiulo on Vimeo.

It's a Marathon - Not Magic - New Webinar

Last year Shawn Callahan and I delivered a webinar in the triple threat of storytelling. It was really popular and we had a great time doing it.

Well we're back for another webinar, this time we're exploring how to become a better storyteller by applying some specific and deliberate practices.

Here is our little marketing blurb. Sign up details are at the bottom of this post.

Have you wondered why you are not making better progress at becoming a storyteller at work? Are you finding it difficult to find good stories to tell? Are your stories relevant to your colleagues or do they look at you blankly wondering what planet you're on?

Spend 45 minutes with master business story practitioners Shawn Callahan of Anecdote and Terrence Gargiulo of MAKINGSTORIES.net as they share deliberate practices you can employ today to be a better storyteller.

We will conduct the session as a conversation involving everyone. Yippee!

We expect you'll walk away with three things from this session:

• Three practices to deepen your storytelling skills
• Ideas from other attendees of how they improve their skills or what works for them...what works in their organization
  
• Some specific resources for finding good stories

We're doing this webinar twice, one timed for Asia Pacific and the other for the Americas. Just click on the link of the webinar you want to attend and fill in your details.

Tuesday, August 17, 2010 12:00 PM - 1:00 PM AUSTRALIAN. EST

Tuesday, August 17, 2010 1:00 PM - 2:00 PM USA PDT

Looking forward to chatting with you on the call.

Organizational Clarity

Are you enamored with black and white approximations of life? Don’t our lives in organizations depend on these holy grails of homeostasis? Is your sense of equilibrium and equality governed by stable platforms of immutable laws?

I’m suggesting we sit in the rich space of story. When we agitate the potential cacophony of stories we invite a chorus of perspectives. Stories are sacred because by their nature they’re non dualistic.

Stories are like atoms and high energy particles smashing into one another forever fusing and forming into ever new bits of raw sense making material. So clarity emerges from uncertainty.

The more we can sit with our contradictions, paradoxes and tensions the more we are graced to be an agent of change.

Watch my last two minute conversation starter video and add your voice to the dialog...

Organizational Clarity from Terrence Gargiulo on Vimeo.

Radio Interview with Coach Judy Nelson

A Truly Kindred Spirit...


Saturday, June 7th I had the pleasure of being a guest on Coach Judy Nelson BlogRadio show. I became connected with Judy through a mutual friend, Carol Biddle who is the Executive Director of the Kinship Center.

Carol is an amazing leader who with her partner in leadership Carol Bishop have created an agency making a huge difference in the areas of adoption, foster care, advocacy, open adoption, family therapy, and a host of other children and families issues largely neglected.

I wrote a case study in two of my books on the Kinship Center...

The Strategic Use of Stories in Organizational Communication and Learning


Stories at Work: Using Stories to Improve Communications and Build Relationships

For more info on these or any of my other books click the image below:


I was most appreciative of the care and attention Judy took in preparing for our conversation. Like a gifted coach, she took the time to step into my shoes with a keen curuiosity and openess to discovering my gifts. Forty-five minutes was not enough and I look forward to our next conversation.

Awakening People's Story Capacity

Look around, there’s tons of talk about stories and storytelling. Most people are convinced of the important role story plays in effective communication but…

How can we help people experience their natural story skills that go beyond telling a good yarn?

What does it feeling like when people are engaged in story-listening?

How can all this touchy-feely story stuff be tied to concrete behaviors that generate measurable performance results?

Spend 45 minutes with me in an interactive session answering these questions and more. I’ll share a tool I developed from research and an active learning activity.

Here is a link to the recording of my March complimentary webinar on the topic:

WEBINAR RECORDING

During the video I shared the case study of Len as an example of active learning story-based communication skills exercise - The Magic Three (link below to a facilitator guide for the exercise - quoted here is just the case study):

I was facilitating a workshop on personal effectiveness in business. Len was a nononsense technology project manager for a nuclear research company. Len possessed exceptional communication skills. He was clear, precise, succinct, and very articulate. However, despite his technical prowess as a communicator, Len observed
that he often failed to connect with people on an emotional level.

I gave Len two assignments. The first assignment was to take a complex newspaper article on a controversial topic and in thirty seconds or less provide a summary of the article’s information and make a recommendation. Len’s second assignment was the Magic Three.

Len performed the newspaper activity with the prowess of a polished politician. He was absolutely brilliant. I wanted him to serve as an example of how to deliver an effective executive sound bite. There are many times when we have thirty seconds or less to make an elevator pitch.

After appropriate accolades, I asked Len to share his three stories with us. In a matter of a few seconds, Len’s body language began to transform in front of our very eyes. His erect, formal stature was replaced with a more relaxed posture. As he began to share his stories with the group, he moved to the edge of a table to sit down. Here is a recapitulation of his stories as I remember them:

I’ve always been a fairly private person so joining groups was never high on my list of things to do. About seven years ago I decided to get more involved with my local Catholic church group. I was surprised at how quickly I began forming a core group of friends who became a central part of my life.Weekends were filled with fishing trips, barbecues with our wives and families, and general fraternizing with my new cohorts. It had been a long time since I had experienced this kind of camaraderie and I was relishing every minute of it. As a group,we kept growing closer and closer. Even my family was caught off guard by the quality and depth of relationships I developed with a bunch of total strangers.This continued for several years.

After a horrible car accident, I found myself in the hospital recovering from a life-threatening back surgery and long days of excruciating pain blunted by the constant dripping of numbing morphine. Everything was a haze. I was in a complete fog of pain, depression, and despair. During these horrific weeks, there were two pins of light that got me through these dark times,my family and my friends. Family you kind of expect to be there for you, but I was amazed at the dedication and energy my friends gave to me when I needed them the most.To this day I believe my friends were a special gift granted to me to ensure I pulled through a very trying experience.

A couple of years later my buddies wanted to go on a weekend retreat with the church. I resisted, but after a lot of cajoling I agreed to go.We had a fantastic time, and the retreat was filled with lots of soulful opportunities to recharge our batteries and put the challenges of life into perspective. My friends made the retreat a special experience and I returned home with fresh vigor and zest. A day after my return,my father died unexpectedly. I believe my friends and the retreat were granted to me as a form of preparation for my father’s death. I was able to be a source of comfort and strength for my family. I had more emotional energy to give to them.To this day, I am eternally grateful for friendship and all of the richness it has given me in life.

Unfortunately, my retelling is pale in comparison to Len’s original account. It’s missing all of the other subtle forms of communication that accompanied it, such as body language, eye contact, and tone of voice. When Len finished, there was silence in the room. People needed a moment to exit their imaginations and reenter the workshop’s frame of reference. Ken confessed he had never told these stories to anyone else before; and prior to the workshop he never would have dreamed of sharing them in a work environment. He reflected on the powerful connection of friendship he discovered in the three stories. Then Ken made an amazing leap of insight. He concluded that he needed to be selectively more vulnerable with people at work in order to improve his personal effectiveness. Ken committed to spending more time cultivating relationships in his organization. Stories, he discovered,are one of the best tools for building effective, meaningful relationships.


RESOURCES TO SUPPORT ARCHIVED WEBINAR:

1. Facilitator Guide to Magic Three (begins on page 21 of the file)

2. Journal Article Describing the Story-based communication skills

3. eBook of Self-Development Exercises

4. Assessment for Measuring Story-based Communication Skills

I'd love to hear from folks. If you are thinking about how these skills and principles relate to your organization and people's performance call me (415-948-8087) - let's roll up our sleeves together to understand the dynamics in play and how to transform the "natural power of story" (that's a wonderful expression used by my friends Shawn Callahaun and Mark Shenk at Anecdote to describe their strategic narrative work).

Organizational Needs....

Maslow’s hierarchy of needs has taught us a lot about the basic things we require. There are the necessities like bread…water but what about less tangible needs and how do these needs express themselves in our organizations?

My wife is a child and family therapist working with families affected by adoption. Like bread and water children subsist on the connections they form; without these their development becomes threatened. In her field they term this waltz of intimacy attachment. We know it when we see it…imagine a child on a beach with an approaching rough wave – and a mother’s securing hand is ready for the taking without a child searching or asking for it. This attachment…this bond becomes a sort of unconscious part of our DNA driving the fruition and articulation of relationships.

Maybe it boils down this…are we available and responsive to one another?

Watch this 2 minute video as a conversation starter...

Organizational Needs from Terrence Gargiulo on Vimeo.

So do you know what resources your organization needs to survive and thrive? And what really sustains people in organizations?

Are you interested in learning more about these story-based communication skills? Here are some additional resources:

1. Journal Article - "Strategic Use of Stories"

2. eBook of Self-development Exercises (for individuals & groups)

3. Award winning Assessment Instrument for measuring story-based communication skills

4. Sample Chapter from Once Upon a Time: Using Story-based Activities to Develop Breakthrough Communication Skills - book of group process/experiential learning activities mapped to the nine story-based communication skills

Now please sure to leave your thoughts, ideas and reactions to enrich this virtual campfire for others!

Organizational Awareness

"AS IT IS ABOVE SO IT IS BELOW"

What can we learn about organizations from a 25,000 year old cave carving? The Venus of Lausells is a backdrop for this week's video blog reflection.

What is the intersection of all the little events popping like hot kernels of corn around us and the large macro forces in play in our organizations?

I'm advocating for better organizational awareness. Let my two minute video be a conversation starter...

Organizational Awareness from Terrence Gargiulo on Vimeo.

Here are a couple of thoughts on how we can put stories to work to help us develop greater organizational awareness of the small and large things:

1. We use stories to explain other people's behavior and develop strategies for how to interact with them.
   
   
2. We are also capable of considering alternative behaviors that go against our ingrained ones by being aware of what stories describe our nature and by imagining alternative ones.
   
   
3. Stories are the templates upon which new behaviors can be projected onto and actualized. We use stories to gain an understanding of who we are. Collectively our stories paint an accurate picture of who we are. If we can access this information, we give ourselves freedom. In other words we can break out of an old story and temporarily adopt a new one.

What can you add to this list?

Be sure to check out my awarding winning assessment tool. Story-based observational skills are at the heart of the model.

There are also a book of self-development exercises you can use to strengthen these skills in your self and others.

And for the final shameless product plug for a guy who loves to share but also does need to make a living I have a wonderful book of group process activities that can be used to help people experience these critical skills.

Thanks!

Organizational Relationships

I find myself drawn to the words of Henry Wadsworth Longfellow...

"Ships that pass in the night,
and speak each other in passing,
Only a signal shown, and a distant voice in the darkness.
So on the ocean of life we pass and speak one another.
Only a look and a voice;
then darkness again and a silence."

How do relationships in organizations stack up with Longfellow’s observation? Has technology accelerated our relationships or hindered them? Is there any way to gratify those human needs that infiltrate our workplaces in the oddest ways…our needs to be accepted, respected, and valued by others?

Like a blooming flower relationships take time. In the ethos of our organizations we are called to cultivate and nurture the people around us. Sunlight, water, time, and a host of other hard to traces forces work their complex magic…

There may be no short cuts to forming relationships but the shortest distance between two people is a story.

Draw the stories of people around corporate imperatives and watch how people are drawn to each other and become more engaged performers.

Spend 2 minutes with me reflecting by watching in this video and the share your thoughts...

Organizational Relationships from Terrence Gargiulo on Vimeo.

Organizational Change Management

The Greek philosopher Heraclitus said…

“Everything flows and nothing stays fixed.”

In other words you can’t step twice into the same river. Habits are the ingrained patterns of behaviors and thoughts that we habituate. Change takes us outside our familiar zone of comfort.

There's a paradox here. Change is as natural to us as is habituation. Think about your body. Within seven years almost every cell in your body is replaced. There’s nothing permanent or stable about life. However, our perceptual system is designed to perceive the world as stable. If it weren't, we would have an awfully hard navigating the world.

For me change management is not about creating stability in the face of chaos; rather, it’s about giving people tools to imagine new possibilities.

What does a Greek philosopher, a raging river and the game of Fluxx have in common. Watch this two minute and see:

Organizational Change from Terrence Gargiulo on Vimeo.

Create organizational and communication processes that are structured but flexible. Then let the possibilities emerge and the game begin.

How have you managed organizational communication and learning in your organization to support change/ How have stories been a part of that process? Have you considered how you might work with story-based communication processes to stimulate engaging, healthy responses to the raging change we find in our organizations?

INTERESTED IN LEARNING MORE ABOUT THE GAME...

Waves & Organizational Stories

"We are connected through meaning. Stories manifest our being. Fluctuating variations pierce placid surfaces of possibilities."

The waves of the Asilomar Coastline in Monterey, California act as a backdrop for some thoughts about the nature of stories in organizations.

Waves & Organizational Stories from Terrence Gargiulo on Vimeo.

How are you working with stories in your organization? What metaphors best describe your work and expectations?

Epiphany - Perfect Time for Story Insights

Wow...2010...I'm not one to make resolutions but I am interested in trying something new. I thought I would begin to blog more frequently by including video messages as a part of my blog.

So on the this day of Epiphany I thought it was a great time to reflect and share the gift of video blogging. The gift will only be complete if you add your voice to the conversation and if whatever I share becomes a catalyst for your own insights.

Terrence Gargiulo - Video Blog - January 6 from Terrence Gargiulo on Vimeo.

Thank you for stopping to share this story space with me.

Story Matters Episode 5

I promise to get back to our Stories and Leadership series. I just realized I had a lot of content I haven't had a chance to share. As I am preparing for a special holiday episode of Story Matters Productions (episode 7) I discovered I have only posted one of the episodes (episode 6) on my blog. Shame on me!

For those of you new to the unique format, here's what Story Matters is all about...

StoryMatters is a format for maximizing learning from experience and applying it in the workplace. Stories are used to spark deeper conversations creating multiple layers of meaning that have relevance to team members. The StoryMatters process promotes a culture of continuous learning within an organization by modeling the skills of advocacy and inquiry. In this way, StoryMatters can become an invaluable tool for any learning organization.


StoryMatters: The Process

I. Read or tell three 99 word stories – these stories act as triggers to spark listeners' imaginations
II. Listeners recapitulate the stories to find index words that capture the essence of the stories
III. Listeners leverage the index words to find personal stories along the same theme
IV. Those stories are shared and people hearing them share their reactions
V. Conclude with a dialog and conversation of themes and relationships between stories

Without any further ado (drum roll please)...here's Episode #5.

Story Matters Episode #5 from Terrence Gargiulo on Vimeo.

Okay so what did our stories stir up for you? Its all about the dialogue so please do not be bashful share your thoughts!

Three Questions We Usually Get from Leaders About Storytelling

Back in August Shawn Callahan of Anecdote and I collaborated on a leadership and storytelling webinar.

It was a rich experience for us and the participants. During our interactive dialog we explored the Triple Threat of storytelling leaders.

Are your leaders...

Storylisteners (that's not a typo - watch the video and find out why)
Story Elicitors (trigger storytelling of others)
Storytellers

We'd love to hear your experiences with developing the story capacity of leaders in your organization. Share your thoughts below...



ADDITIONAL RESOURCES

Story-based Communication Assessment: Click Here...


I also have a book of self-development exercises to work on these skills with yourself or others. All of these exercises that map to the nine skills of the competency model


Book of Self-Development Exercises: Click Here...


I also recommend, Once Upon a Time: Using Story-Based Activities to Develop Breakthrough Communication Skills. It contains a collection of group process activities aligned with these story-based communication skills.

Leadership & Storytelling Part 14 of Many...

PROCESS RING – REFLECTING COMPETENCY

“The salvation of this human world lies nowhere else
than in the human power to reflect.”

Vaclav Havel

We all could do with a little more thinking. Introspection is under valued and unpracticed. It is another one of those seemingly fuzzy things left outside of the walls of business yet nothing could be more important to the success of an organization and the well being of its members. Our ability to reflect is a defining characteristic of being human. So why do most of us prefer our bliss of oblivious autopilot in lieu of a more mindful orientation to the world around us? It takes time, discipline, and commitment. Given the finite nature of these assets we do not part with them easily. Socially, as evidenced by our educational system, we do not make reflection a priority. In many instances we go out of our way to discourage it.

Reflection requires focusing our attention in a single direction with circumspection. The image of an hourglass is useful in understanding the state of mind we need to achieve in order to benefit from our efforts. Individual grains of sand pass through a narrow point before they drop into a large collection area. When we concentrate it is akin to the narrow point of an hourglass. When we review an experience and it yields a wealth of insights it is akin to the large open collection area that the grains of sand fall into. From that narrow point of concentration a new vista of perception becomes possible. Our minds open up to new possibilities. We are able to look at our experiences in a totally new way. A reflective mind discovers insights in otherwise meaningless experiences.

The insights we gain from reflection are transformed into knowledge, which become raw chunks of reusable information. Herein lays the greatest challenge. How do we use these chunks? Knowledge provides us with a construct to manage and manipulate abstractions mined from our experiences but we have to find a way of applying them to new situations. When we look for applicability of our knowledge by being attentive to the moment we discover points of intersection. A new experience has some correspondence to a previous one. We leverage the pattern capabilities of our minds and move knowledge into the present. This pattern match guides our behavior. Some benefits include avoiding mistakes we have made in the past, exhibiting a greater capacity for empathy, demonstrating new understanding, or acting with greater confidence. When it comes to interpersonal or intrapersonal dynamics, knowledge applied in the present is wisdom. Arguably, the greatest personal power that we can pursue is wisdom. While information by itself is useless and knowledge brings with it a certain degree of influence, wisdom deepens us. The bottom line is that we cannot be effective without reflection. The feedback gained from flexing our internal powers of observation is invaluable and cannot be procured through any other means.

Now that we have established the importance of reflecting, how do we do it? Reflection can be broken down into four parts:

1. Visualizing
2. Sitting
3. Inviting
4. Sifting

Part I. of Reflecting: Visualizing

Reflection is made possible through the use of visualization. The word visualizing can be misleading. We need to use all of our senses when we visualize. The more senses we can invoke the richer our visualizations will be. Saint Ignatius of Loyola wrote a guide for monks called The Spiritual Exercises. He like others before him had an intuitive grasp of how our minds work without the benefits of psychological research we have today. The spiritual exercises are a collection of guided visualizations on Jesus Christ’s life. Loyola instructs priest to begin imagining a scene from Jesus’ life by walking through the sights, sounds, smells, tastes, and feelings of it. The result is a vivid and personal re-experiencing of a story. Athletes offer another perspective on the power of visualization. Mental rehearsals have been shown to result in muscular activity that can be measured. These mental rehearsals enable athletes to practice, learn, and improve motor skills. They can also be used to strengthen cognitive and psycho-emotional skills such as concentration, focus, and stress management. Visualizations are effective because they are not just mental phenomena they engage our whole being.

In order to reflect on our experiences we must relive them. Visualization offers us this ability. We re-enter our past experiences as an observer. Our imaginations fuel our archival inquiry and engage us as active observers. Like the spiritual exercises, we can also reflect on stories outside of our personal experiences. Whatever we visualize is projected into a space where we can begin to manipulate it. In this way reflection has the potential to be more than an analytical rehashing of an experience. Visualization creates a story while analysis by itself creates a collection of linearly associated data points. If we are to win any insights from our experiences or effectively find connections between our experiences we will need to work with them as stories.

Leadership & Storytelling Part 9 of Many...

Now that we've looked at behaviors we are ready to roll our sleeves up and get down to what I am really passionate about - story-based communication skills.

If stories are fundamental to how we communicate, learn and think than it stands to reason that we must have some inherent equipment for stories. Most would agree that humans work with patterns to make sense and give sense to the world. Stories contain chunks of information. Consider a hologram where one pixel of information is encoded with all of the a picture's information. Or how about the complex intricate coding of genetic information in strands of DNA found in all our cells. Stories are fragments and threads that tied together begin to form patterns of overlaying stories. Our meaning and identities are enmeshed in the highways and byways of memories remembered and reconstituted as narratives.

So...I started with the assumption that there must be communication capabilities we have. Working within the framework of stories I was thrilled to find a way to get a handle on what these capabilities or skills might.

Over the next ten blog posts I will share what I observed. The last 15 years of my research, writing and consulting has been dedicated to developing simple, practical practices that people can use to enhance their performances in the workplace and other areas of their lives. The habits and skills of story-based forms of communication have been studied in light of how they effect interactions in all facets of our lives.

Based on award-winning research, Nine Story-Based Communication Skills are used to construct a simple, workable framework that encapsulates behaviors we are engaged in all of the time. When these behaviors are focused with a story lens it creates a profound breakthrough in how we share, process, and take in information.This work has been acknowledged by the Asia Pacific HRM Congress HR Leadership and published in various places. It is also a core part of my leadership development work with my clients. Without any further ado let me share the nine communication skills


Nine Story-Based Communication Competencies

The more I worked with stories, the more I realized there must be some essential competencies to being an effective communicator, learner, and thinker with stories.As I pored over piles of surveys and reviewed hours and hours of interviews,I began to notice clear repeating patterns. One of the things that struck me immediately was the central role stories play in communication. Yet despite the fact that they are so pervasive, we are not aware, purposeful, or strategic in how we use them. Although stories may be an obvious facet of communication, they’re not something we seek to understand or leverage more effectively.


The model includes three rings...

1. INTERACTION - Describes how we use stories to connect with others and communicate.

2. PROCESS - Describes how we work with experiences to transform them into meaningful and reusable stories.

3. THE CORE - Describes how we open ourselves to be aware and sensitive to stories.


The nine skills are...

1. Modeling - Being aware of ones actions and using them to create lasting impressions in the eyes of others. Employing a variety of analogical techniques to bring an idea or concept alive.


2. Telling - Relaying a story with authenticity that paints a vivid, engaging picture for listeners.

3. Selecting - Picking a story that is appropriate to the situation at hand and that clearly communicates concepts, ideas, or feelings.

4. Indexing - Developing a flexible, vast, mental schema for retrieval of experiences, and knowledge.

5. Synthesizing - Finding patterns in new experiences and creating connections between them and old ones.


6. Reflecting - Reviewing experiences with circumspection and extracting knowledge from them.

7. Eliciting - Asking questions and finding ways to pull stories from others.

8. Listening - Absorbing stories and invoking the imagination to enter them in a fundamental and deep way.

9. Observing - Practicing mindfulness to become aware of the stories implicit in others’ words and actions.