CONNETING	
  WITH	
  YOU…	
  by	
  Alejandra Salazar

Challenge:	
  ¡Something	
  is	
  not	
  working	
  right!

In	
  a	
  company	
  I	
  advise,	
  the	
  Human	
  Talent	
  Director	
  is	
  worried	
  because	
  there	
  is	
  an	
  evident	
  and	
  general	
  lack	
  of	
   commitment	
   and	
   low	
   attention	
   to	
   details	
   of	
   the	
   employees,	
   regarding	
   they	
   daily	
   work.	
   This	
   behavior	
   is	
   impacting	
   negatively	
   the	
   quality	
   of	
   the	
   products	
   and	
   the	
   customer	
   service.	
   The	
   number	
   of	
   customer	
   complaints	
  has	
  increase	
  in	
  the	
  last	
  months.

Design	
  thinking	
  and	
  tool	
  selection:	
  ¡This	
  can	
  get	
  better!

Going	
  deeper	
  in	
  the	
  challenge	
  (What	
  is)	
  we	
  found	
  the	
  employees	
  don’t	
  always	
  understand	
  the	
  impact	
  of	
   their	
  job	
  and	
  their	
  behavior	
  in	
  the	
  final	
  outcome.	
  They	
  are	
  distracted	
  by	
  their	
  phone	
  apps	
  and	
  there	
  are	
   loosing	
  the	
  sense	
  of	
  purpose	
  in	
  daily	
  work.	
  They	
  are	
  not	
  thinking	
  about	
  the	
  customer	
  and	
  how	
  everyone	
   contributes	
   to	
   their	
   satisfaction	
   or	
   dissatisfaction.	
   After	
   exploring	
   different	
   options	
   we	
   decided	
   to	
   use	
   visualization	
   and	
   storytelling	
   tools	
   to	
   connect	
   with	
   their	
   emotions,	
   feelings,	
   and	
   show	
   them	
   their	
   behavior	
  in	
  a	
  mirror	
  in	
  order	
  to	
  increase	
  their	
  awareness	
  of	
  what	
  they	
  are	
  doing,	
  the	
  consequences	
  of	
   their	
  actions	
  and	
  their	
  impact	
  in	
  the	
  company	
  results.	
  	
  We	
  chose	
  these	
  tools	
  because	
  they	
  allow	
  us	
  to	
  send	
   a	
  clear	
  message	
  that	
  will	
  be	
  remembered	
  longer	
  and	
  also	
  we	
  would	
  touch	
  their	
  feelings	
  to	
  create	
  more	
   engagement.

Application:	
  ¿What	
  did	
  we	
  do?

We	
  decided	
  to	
  make	
  a	
  video	
  participating	
  lecture	
  (45	
  min)	
  and	
  invite	
  all	
  employees	
  to	
  join.	
  This	
  activity	
   included	
  a	
  Prezi	
  presentation,	
  2	
  videos	
  and	
  an	
  active	
  participation	
  of	
  assistants.	
  The	
  introductory	
  video	
   was	
  a	
  “Head	
  &	
  Shoulders”	
  storytelling	
  promotional	
  video	
  very	
  emotional.	
  This	
  video	
  let	
  us	
  show	
  them	
   how	
  everyone	
  writes	
  a	
  story	
  everyday	
  in	
  their	
  home,	
  work	
  and	
  customer	
  lives.	
  The	
  other	
  video	
  showed	
   how	
  people	
  loose	
  important	
  moments	
  of	
  their	
  life	
  when	
  they	
  are	
  glued	
  to	
  their	
  phones	
  all	
  the	
  time	
  and	
   how	
   this	
   reduces	
   their	
   concentration,	
   attention	
   and	
   enjoyment.	
   Between	
   the	
   two	
   videos	
   they	
   had	
   the	
   opportunity	
  to	
  express	
  their	
  feelings	
  and	
  ideas	
  about	
  the	
  issue.	
  They	
  were	
  written	
  in	
  a	
  blackboard	
  to	
  link	
   related	
   subjects	
   later.	
   The	
   message	
   was	
   well	
   delivered	
   to	
   employees.	
   They	
   expressed	
   they	
   liked	
   the	
   activity	
  and	
  they	
  showed	
  a	
  reflective	
  behavior	
  afterwards.	
  Their	
  attitude	
  has	
  improved	
  since	
  then,	
  but	
  it	
   is	
  to	
  soon	
  to	
  evaluate	
  the	
  real	
  effectiveness.

¡THANKS	
  FOR	
  READING,	
  GRADING	
  AND	
  WRITING	
  YOUR	
  FEEDBACK!

Insight:	
  ¿What	
  did	
  I	
  learn?

I	
  consider	
  both	
  tools	
  visualization	
  and	
  storytelling	
  are	
  really	
  powerful	
  to	
  promote	
  reflection,	
  engage	
  and	
   move	
   feelings.	
   Watch	
   stories	
   allow	
   you	
   connect	
   with	
   the	
   characters	
   and	
   see	
   yourself	
   in	
   different	
   situations.	
  You	
  get	
  aware	
  of	
  things	
  you	
  say	
  and	
  do	
  that	
  you	
  had	
  not	
  realized.	
  I	
  can	
  see	
  this	
  activity	
  had	
  a	
   positive	
  impact	
  in	
  people	
  behavior,	
  we	
  hope	
  for	
  long	
  time,	
  but	
  we	
  are	
  not	
  sure.	
  I	
  consider	
  Design	
  Thinking	
   is	
  a	
  very	
  good	
  way	
  to	
  approach	
  problems	
  since	
  it	
  is	
  human	
  centered	
  and	
  almost	
  everything	
  in	
  life	
  and	
  work	
   has	
  to	
  do	
  with	
  people!	
  Understand	
  the	
  values,	
  feelings	
  and	
  needs	
  of	
  family	
  members,	
  friends,	
  coworkers	
   and	
  employees	
  it’s	
  the	
  first	
  step	
  to	
  create	
  strong	
  and	
  long	
  relationships,	
  to	
  develop	
  successful	
  strategies,	
   work	
  teams,	
  products	
  and	
  services.	
  The	
  possibility	
  of	
  testing	
  in	
  a	
  small	
  scoop	
  is	
  a	
  great	
  opportunity	
  for	
   lowering	
  risks	
  and	
  gaining	
  important	
  insights	
  to	
  find	
  the	
  right	
  way	
  to	
  success.

Approach:	
  ¡Alternatives!

I	
  would	
  apply	
  the	
  same	
  tools	
  for	
  this	
  challenge	
  because	
  they	
  are	
  really	
  useful	
  to	
  get	
  in	
  touch	
  with	
  people	
   emotions.	
  However,	
  I	
  consider	
  it	
  is	
  important	
  to	
  have	
  a	
  second	
  lap	
  and	
  use	
  a	
  “Customer	
  Co-­‐creation”	
  tool,	
   in	
   this	
   case	
   “Employee	
   Co-­‐creation”	
   one.	
   In	
   the	
   first	
   phase,	
   the	
   video	
   participating	
   lecture,	
   we	
   got	
   connected	
  with	
  employees	
  and	
  made	
  them	
  think	
  about	
  the	
  importance	
  of	
  their	
  attitude	
  and	
  behavior.	
  This	
   is	
  a	
  good	
  start	
  point	
  but	
  we	
  have	
  to	
  keep	
  working.	
  Set	
  up	
  room	
  for	
  directors	
  working	
  with	
  their	
  teams	
   using	
   “Structured	
   Brainstorming”	
   may	
   be	
   very	
   helpful	
   to	
   find	
   new	
   strategies	
   to	
   keep	
   them	
   motivated,	
   committed	
  and	
  involved	
  in	
  company	
  satisfactory	
  outcomes.

