Starting with your point doubles your business story recall

Posted by Shawn Callahan - November 21, 2014
Filed in Business storytelling, Communication

We judge stories we hear at work in three ways. First, is it plausible, did this really happen? Second, is this relevant, can it help me? Third, is it interesting, am I going to enjoy this?

Therefore when we tell a business story it’s important to make clear its relevance at the outset. We need to know what you’re talking about and why you are telling me and this helps significantly with business story recall.

irish-railway-shop

There’s a clever study that shows just how important it is to make clear your topic and your point at the outset. John Bransford and Marcia Johnson, from New York University, asked participants to listen to the following paragraph and remember it:

The procedure is actually quite simple. First you arrange things into different groups. Of course, one pile may be sufficient depending on how much there is to do. If you have to go somewhere else due to lack of facilities that is the next step, otherwise you are pretty well set. It is important not to overdo things. That is, it is better to do too few things at once than too many. In the short run this may not seem important but complications can easily arise. A mistake can be expensive as well. At first the whole procedure will seem complicated. Soon, however, it will become just another facet of life. It is difficult to foresee any end to the necessity for this task in the immediate future, but then one never can tell. After the procedure is completed one arranges the materials into different groups again. Then they can be put into their appropriate places. Eventually they will be used once more and the whole cycle will then have to be repeated. However, that is part of life.

We’ve shown this paragraph to perhaps thousands of workshop participants and needless to say they were universally bamboozled. I imagine you were too.
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An amazing experience and why customer service is really everybody’s job

Posted by Christopher Kogler - September 9, 2014
Filed in Communication

My wife, Kate, and I decided to take a long weekend this recent US Labor Day holiday and explore New England a bit. The Wadsworth Atheneum Museum of Art in Hartford, CT has been on our “must-see” list for a while, so that was our first stop.  It’s the oldest art museum in the USA and is one of America’s hidden gems. The museum was founded in 1842 by Daniel Wadsworth and the museum’s first building, built in the Gothic Revival style, was completed in 1844  – 17 years before America’s Civil War.

The museum was quiet on the Friday morning that we arrived and it felt like we had the entire collection to ourselves. The first gallery one enters in filled with beautiful Renaissance paintings and one in particular caught my eye, Portrait of A Man In Armor by Sebastiano del Piombo.

Sebastiano del Piombo

Portrait of A Man In Armor, 1512 AD by Sebastiano del Piombo

As I stood in front of this Renaissance painting from 1512, admiring its details, I heard a voice from behind me say, “How many faces do you see in the painting?”

I turned, thinking that a docent was engaging me in a conversation but was surprised to discover that a security guard, Mr. Angel Cortes, was standing there smiling at me. “One,” I answered.  “No, there are two faces in this painting,” Mr. Cortes said. He then proceeded to show me the very faint, barely visible, second face – “the ghost” as it’s known – over the right shoulder of the Man In Armor. (BTW, the “ghost” is not visible in this print of the painting. You’ll need to visit the museum to see him.)
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Sustainability Stories – Conundrum and Opportunity

Posted by Christopher Kogler - July 10, 2014
Filed in Communication

We’ve all read and heard the word sustainability but how many of us can articulate what it means? When I started working in the sustainability space several years ago, I was frankly baffled that so many people knew the word, but so few could really explain its meaning. I still regularly ask people for their understanding of the concept and aside from sustainability officers and their troops, I continue to get a wide range of answers.

Willow school

Photo Courtesy of The Willow School © 2014

Sustainability directly involves economics, ecology, politics and culture. It encompasses wide areas of expertise and includes numerous business sectors. I like to say it encompasses the worlds of earth, air, wind and fire! Herein lays the conundrum. There is no easy way to explain sustainability; sustainability is truly Complex.

A sleep inducing definition

In 1987 the UN’s Brundtland Commission coined the definition most often quoted for the term, Sustainable Development: “Development that meets the needs of the present without compromising the ability of future generations to meet their own needs.”

This is an important concept; perhaps one of the most important concepts of the latter 20th and early 21st centuries. But it puts me to sleep! It’s instantly forgettable (read it again, how much can you remember?!?)…in one ear and out the other… why should I care when I can’t even remember?

Why is one of the most profound and important ideas of our present era so unmemorable?

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How to connect brand and sales with oral stories to accelerate growth

Posted by Shawn Callahan - March 19, 2014
Filed in Business storytelling, Communication, Strategy

Salespeople detest brand gobbledygook.

And it’s no wonder. Have you heard brand lingo lately?

Lovemarks, saliency, brand-defined competitive sets, brand character, brand claims, brand personality, 80-slide PowerPoint presentations sprinkled with made-up words and forgettable catchphrases …

It’s hard for a salesperson to understand this brand bumf, much less translate it into something they can share with a prospect. Good salespeople do convey the brand, but they do it intuitively by sharing stories that illustrate the brand in action. Like most experts, however, they’re mostly unaware of this skill and their story repertoire. They just do it.

The bridge connecting brand and sales

A systematic approach to sales storytelling can bridge the divide between brand and sales and bring the brand to life.

There are 4 steps in building this bridge. Read the rest of this entry »

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Overcoming entrenched views using stories

Posted by Mark Schenk - January 10, 2014
Filed in Business storytelling, Communication

We’re all rational beings, aren’t we? If I want to convince you of something, surely I just need the necessary facts or a convincing argument?

Well, behavioural science research tells us that this approach simply doesn’t work. This post describes something that scientists have known for nearly 40 years and which organisations stubbornly refuse to accept.

Entrenched istock

If the story is in their heads, it’s hard to change

Once someone has decided to believe something, they will tend to keep on believing it, even in the face of overwhelming evidence, facts and plausible arguments. Lilienfield (2002) researched a phenomenon called ‘belief perseverance’ and found that false beliefs often persist long after they are discredited. You don’t need long in a history book to discover many famous examples of this: the earth is flat; longitude cannot be solved by clocks etc. The same thing happens in organisations.

Belief perseverance helps us understand why it is so hard to change entrenched views. In organisations, this phenomenon becomes critically important when trying to implement any sort of change; changing culture, embedding values or executing a new strategy. If people in the organisation believe something that runs counter to what you are trying to achieve, traditional approaches to changing these beliefs are ineffective.

Normal approaches don’t work

The normal approach is to reach people using reason, facts and slick PowerPoint presentations. When it doesn’t work, we try even harder. We think we just need to find the right argument and we will win them over.

Not only is providing evidence to discredit a belief ineffective, it can also work against your objective by triggering the confirmation bias. Research conducted by Lord, Ross and Lepper (1979) suggests that people will not only persevere in their original beliefs but may come to believe in them even more strongly.

We often encounter this challenge when helping organisations convert their strategies into strategic stories. In every circumstance, we find what we call anti-stories, beliefs that significantly impede acceptance, and hence execution, of a new strategy.

For example, in 2009 we worked with an organisation whose strategy centred around the need to integrate three previously separate departments into a single organisation. We discovered a strongly held belief (anti-story) that integration was pointless as the organisation was bound to be split apart again in the near future. This belief stemmed from experience in the early 1990s when the three departments had been merged and then later separated again. This belief persisted despite countless assurances from leaders that it would not happen again.

Once inappropriate beliefs such as these arise, they are stubbornly resistant to change (Slusher et al 1989). Simply discrediting the evidence that caused a belief does little to change the belief itself. For example, in research by Anderson et al (1982), subjects were given fictitious research that led them to believe that either a positive or negative correlation existed between a firefighters preference for risky versus conservative choices and their success as a firefighter. Half the subjects were debriefed about the fictitious nature of the research and the other half received no such debriefing. Fascinatingly, subjects who were explicitly informed that the initial data were completely bogus held beliefs that were only slightly less extreme than the corresponding beliefs of the subjects who were never told that the data was fictitious.

Stories open their minds to new possibilities

While we don’t pretend to have a silver bullet for this challenge, we have had considerable success changing beliefs (we call it tackling anti-stories) using our storytelling, story-listening and story-triggering approaches. Our white paper on tackling anti-stories describes some approaches that can help. You can download it here http://www.anecdote.com/whitepapers/?wpname=Anti-stories

You can’t beat a story with just the facts, only with another story. Or, as philosopher Gordon Livingston more eloquently puts it, “it is difficult to remove by logic an idea not placed there by logic in the first place”.

  1. Anderson, C. A., Oliver, M. R., And Ross, L. (1980). Perseverance of social theories: the role of explanation in the persistence of discredited information. Journal of Personality and Social Psychology, 39, 1037 1049.
  2. Lilienfield, S. O., & Byron, R., Your Brain on Trial, Scientific American Mind January/February 2013, p47.
  3. Lord, G.C., Ross, L., & Lepper, M.R. (1979). Biased assimilation and attitude polarisation; The effects of prior theories on subsequently considered evidence. Journal of Personality and Social Psychology, 37, 2098-2109.
  4. Slusher, M. P., & Anderson, C.A., Belief Perseverance and Self-defeating behaviour, in R. Curtis (Ed), Self-defeating behaviours: clinical impressions and practical implications. New York, Plenum Press, 1989, p11.

 

Storytelling for Leaders workshop in Los Angeles

Posted by Shawn Callahan - January 6, 2014
Filed in Business storytelling, Communication, News

In 92 days we’ll be running Storytelling for Leaders workshop in Los Angeles. I’m looking forward to this week in LA because I’ll have just finished a week-long road trip with my brother between San Francisco and LA (should create lots of stories) and we are planning a get together for fellow business storytelling practitioners in the LA region (let me know if you are interested in coming).

To buy tickets to the event just click below. We are currently looking for a good venue. Any suggestions would be great.

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A simple way to embed your values with stories

Posted by Shawn Callahan - July 29, 2013
Filed in Communication

Core values

What do your organisational values actually mean? Do you have a list of 4, 5, 6 one-word, abstract concepts such as integrity, responsive and agile that represent your values? You might even have a few paragraphs describing each value.

Most organisations I’ve worked with have something similar and it hasn’t helped them that much. These espoused values sound good but just like having a glorious view from your office, after a while they become invisible. So, how do you keep them alive so people really know what they mean and care about them.

Earlier this year one of the banks asked us to collect stories to help their managers understand their values. They had connected their values to their performance management system and wanted to rate employees on how well they were living them. Both employees and managers didn’t really know what to say in the performance review about the values because they were unsure what they actually looked like in action.

Enter stories.

One of the anecdotes from the bank was about a young lawyer. He’d just started with the bank and was asked to provide a series of legal documents to the folk over in retail. After he’d finished the work and sent it over to his client he realised he’d made a mistake. It wasn’t a huge mistake and chances were nobody would noticed it. At first he thought he’d let is slide but then he pull himself up and thought “is this the way I want to start my career as a lawyer?” and promptly called his client and told them what had happened. His client praised him for his honesty. He fixed the mistake and felt good about fessing up.

For the bank this is what integrity can look like. It also says something about what should happen when a mistake is found. It is one small example that illustrates integrity at the bank.

But one example is not enough. Managers and employees need a richer picture of their values and this comes from hearing a range of different stories that show a value in action.

In fact you need to create a systematic way to not only share the stories across the company but help people talk about what the story actually means to them. It’s only in this discussion that they make sense of the value.

Imagine if your your entire organisation is discussing the same story at the same time, say every month. Imagine the gradual but robust understanding everyone would have about what the values mean. And by telling their own stories (because hearing a story invariable prompts other stories to be told) they will, over time, begin to really own these values. They are no longer a set of abstract ideas handed down by the head office.

We have developed an approach to making this happen that makes use of our story bank software (Zahmoo.com) backed by a systematic and structured process. And once it is in place you can use it for any number of other story-led conversations, such as examples of your strategy in action.

Anec MVS diagram1  460 w

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Writing oral stories

Posted by Shawn Callahan - May 25, 2013
Filed in Business storytelling, Communication

When you see a poem you know it’s a poem.

When you see a screenplay you know it’s a screenplay.

Most people, however, have never seen an oral story written down. Probably because it’s an oxymoron. Yet there are times when it’s useful to write an oral story down. For example, when you’re helping a company create the story of their strategy.

Let’s look at the difference between oral and written stories and then I’ll describe a significant problem that can happen when you write down an oral story for a company.

First and foremost we talk quite differently to how we write and read. For example, when we speak we say things in short bursts.

When we speak /
We say things in short bursts. //

Yet we can write a sentence that is much longer and more elaborate than we would normally speak. Punctuation helps a reader but doesn’t go far enough for a speaker (more on this below).

When we talk it’s quite reasonable to repeat ourselves. We can say the same thing a few times and no one will give it a second thought. It gives us time to gather our ideas and emphasise our point. In fact repetition helps our audience hear what we are saying.

Repetition is spurned in prose unless it’s a literary effort of Joycean proportions. But in business writing it’s a no no.

And “it’s a no no” would never pass for business writing but we could easily and acceptably say it. We can speak colloquially but brows wrinkle when we write it.

Most of the time we are speaking we use short, simple words. When we’re chatting with colleagues and recounting what happened in the meeting we all just went to (editor, please replace ‘went to’ with ‘attended’), we use short, concrete phrases.

“Did you see Bob’s face when Bronwyn said we’ll need to create a new job role? I can see this being a problem.”

People don’t speak corporateez. Most people, that is.

We don’t typically say transformation, core competency, retrospective coherence (yep, I’ve heard that), strategic leverage, commercial sustainability, I could go on.

Now let me explain the problem that often happens when you try and write down an oral story such as the oral story of the corporate strategy.

When it’s written down it looks a lot like any other business document in that there are words in paragraphs but the writing seems overly informal and even naive. Things might be repeated and there are informal phrases all over the place. So the business language wordsmiths appear and begin to make it sound like a piece of business writing. I’ve even had footnotes added!

YOU MUST RESIST THIS URGE.

Here’s what I suggest you do.

First write the story in a format that doesn’t look like normal business prose.

Much like a poem, break up the story based on the short bursts we speak in. At the end of each line either insert a “/” to indicate a minor pause and the sentence just flows on to the next phase or a “//” when there’s a bigger pause. This is how experts in discourse analysis write conversations down.

The great advantage to this approach is that it looks different. Internal comms immediately thinks, “Whoa, what in the hell is this?” And you can share with them the difference between oral and written stories.

Let me know if you have ever had this challenge and how you dealt with it.

 

Family narratives

Posted by Mark Schenk - March 26, 2013
Filed in Communication, Fun

At Christmas, I was in Melbourne with my two kids. All my family live there and I needed to do what I could to ensure there was no disharmony or feelings of favouritism. So I applied Shawn’s guiding principle in these matters: ‘Families are like fish. After three days they start to go off’. So I stayed for a few days with each of my relatives.

It turns out that there is another way to maintain harmony and indeed, to build resilience in families, especially children. Have a family narrative.

This article in the NY Times claims that “The single most important thing you can do for your family may be the simplest of all: develop a strong family narrative.”

Three types of narrative are described:

  • The ascending family narrative which goes ‘when we came to this country we had nothing. We worked hard and look at us now’
  • The descending family narrative which goes ‘we used to have it all and then we lost everything’
  • The oscillating family narrative which goes ‘we’ve had our ups and downs, but no matter what happened we always stuck together as a family’

Apparently, this last narrative is the healthiest, especially for building the confidence and resilience of kids.

Many thanks to Ken Everett from Think On Your Feet® for the pointer to this article.

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Tapping into identity to drive change

Posted by Kevin Bishop - March 22, 2013
Filed in Communication

James March, Professor of Political Science at Stanford argues that when we make choices, we tend to rely on one of two basic models for decision making: the consequences model or the identity model.(*1)

In the consequence model, when we have a decision to make we weigh the costs and benefits and make the choice that maximises our satisfaction.

Instead of rational/logical approach of the consequence model, the identity model of decision making says when we have a decision to make we ask ourselves three questions:

  1. Who am I?
  2. What kind of situation is this?
  3. What would someone like me do in this situation?

Let me show you an example of someone using the identity model to influence someone to make a different choice.

This clip is taken from the hit US series ‘Glee‘.

In this episode the Glee club have the opportunity to have their picture in the school yearbook for the first time. The Principal isn’t keen for them to have their picture in there, and most of the Glee club don’t want this to happen either, both fearing the picture will be vandalised and defaced. The only people who are really keen for it to happen are the teacher in charge of the Glee club, Will Schuester, and the ‘goody two shoes” co-captain of the club, Rachel Berry.

The Principal finally agrees, but says that there must be two members of the Glee club in the photo. The problem is, no one else wants to be in there except Rachel. So Rachel now has the challenge of convincing the other co-captain, Finn Hudson to do it with her.

Did you see how Rachel used the concept of identity (being a leader) to help influence Finn? “Because you’re a leader Finn, and that’s what leaders do. They stick their necks out for people they care about“. And how does he eventually reply? “I am a leader. It’s who I am, who I want to be“.

Now, I have yet to see it happen so easily, and so quickly in reality, but tapping into the identity of who people are, or who they want to be, can be incredibly powerful when creating change.

If you are interested in knowing more about using identity to create change, have a look at the story about how Paul Butler worked to save the St Lucia Parrot from extinction told in Switch or the ‘Don’t Miss with Texas’ anti-littering campaign cited in Made to Stick. Also have a look at our old favourite Influence: the Psychology of Persuasion by Robert Cialdini.

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