ladder of inference - the vantage point...ladder of perception/inference the event (as a camera...
TRANSCRIPT
Ladder of InferenceClimb Slowly. Build Sustainability.
Session purpose
To contribute to your capability and commitment to build the sustainability of your organization and sector.
“Building organizational and sector sustainability is just words on paper – until people put it into action.”
-Hay Group
Organizations don’t succeed, people do.
“What lies behind us and what lies before us are tiny matters compared to what lies within us.” -O.W. Holmes
5
Looking inward…
With a partner…
1. What needs to happen for you to be more effective at building your organization’s sustainability?
2. What can you do to close the gap between where you are and where you need to be?
”There is no improving the world that
doesn’t start with the individual.”
-Carl Jung
Improvement requires change
“We must be the change we wish to see in the world.” -Gandhi
Awareness will create change
“There is nothing you have to do but die.”
--Brad Worthley
Your awareness of self and others is a powerful lever to your effectiveness
“The highest of human abilities is the ability each one of us has to choose how we respond to the environment we find ourselves in. And when each of us chooses peak performance and personal leadership, the organization itself gets to world class speedily.”
-Robin Sharma
What helps make
effective contributors?
Effective contributors see their own development as a career-long endeavor.
In what ways have you grown as a contributor to your organization’s sustainability in the past year?
“Every advance, every achievement of mankind, has
been connected with an advance in self-awareness.”
--Carl Jung
Perception/Inference
“All our knowledge has itsorigins in perceptions.”
–Leonardo da Vinci
You will see the world differently from the way other people see it.
Perception
Ladder of perception/inference
The event (as a camera would capture it)
My perception (selected data)
Value judgements I made
Interpretations and meanings I gave
Logical conclusions I drew
Emotional and physical responses
Beliefs I formed
Actions I took
Climbing the ladder• The customer will report this person to hotel
management and write a scathing review in Trip Advisor.
• The receptionist is disinterested, non-welcoming, and stops the check-in to take a cell phone call (and walks away).
• A receptionist at hotel barely looks up when a customer arrives to check-in.
• The customer is frustrated because this is an expensive hotel and was chosen because of a reputation for service.
• The customer demands service, insisting the receptionist get off the phone.
Going down the ladder
• The customer regrets his behaviour and writes a note of apology and sympathy for the receptionist upon her return.
• The customer learns later (from hotel management) that the phone call was to tell the receptionist that her father had passed away from a brief illness.
• The receptionist returns, apologizes, saying the call was a personal matter, completes the check-in process, and leaves the work area.
Questions to consider
What is your perception of your organization’s sustainability?
What will you do to confirm or modify that perception?
Remember…
Organizations don’t succeed, people do.
“We must be the change we wish to see in the world.” -Gandhi
and
No step…yet
Your effectiveness at building the sustainability of your organization depends on your ability to create and sustain relationships with others.
The first step
You can create better, more effective relationships by making a conscious effort to ‘adapt and connect’ with others (climb your ladder of perception slowly, carefully, always looking for evidence to support your perception).
How to adapt and connect
1. Understand yourself, your preferences, and communication styles
2. Understand others, recognize their differences, value them and their opinions
3. Use less of your natural preferences and styles and more of theirs
Pull vs. push to build sustainability
Push
• More talking than listening
• Emphasis on facts, not feelings
• The influencer works mostly alone
• The focus is on quick results
Pull
• Listening before talking
• Emphasis on understanding needs and getting to know the other person
• The influencer works together with others
• The focus is on long-term co-operation
“Pull the string, and it will follow wherever you wish. Push it, and it will go nowhere at all.”
-Dwight Eisenhower
Building organization and sector sustainability comes more from how we deliver our products and services than what the products and services are.
2. What will you do differently?
Insight to action
1. What new ideas are you taking away from this session?
Walk the talk!
Paths are made by walking…
More Questions? Want to Stay in Touch?
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