1. 1 How to make your organisation Customer Oriented Case : City administration of Leuven Large Group Learning SOL Conference 2012 Wim Thielemans

2. 2 Who are we?

4. Dynamo

5. School for Recruitment

6. Are you in for an experiment? Case City of Leuven – how to make the city administration more Customer Oriented? Content

8. Large group learning group individual scenario fixed assignment open Training Book E-learning Coaching

9. training communication management sales learning on the job coaching solution focused Appreciative inquiry group individual scenario assignment whiteboard session Learning game e-learning development center feedback center Learning session the secret academy of Da Vinci simulation game appreciative inquiry red jacket simulation center supervision / intervision Organisational development Organisational constellation theater constellation large group interventions open space worldcafé

10. 10 Are you in for an experiment?

11. This is a light version of what we did on a half day – we will do this in 30 min Part 1: Walk think talk – 5 min Part 2: Sub Grouping – 15 min Part 3: Plenary – 10 min Timing is crucial

12. Group of 2 – Ask each other What is your personal story or achievement you are proud of and that is an example of good customer care? ( internal or external customer care) Compare the common ingredients Time: Story 2x2 min, comparison 1 min Walk-Think-Talk

13. 3 duo’s form one Sub Group Compare the common ingredients that you find in every story Write one statement that emerges out of the common ingredients and that is a guideline for good customer care Subgrouping

14. Decide who will: Guide the conversation Keep the time Take notes Present to plenary Self Management

15. Present your statement Voting if we agree or not agree: ‣ Agree : White bean ‣ Disagree: Red bean Voting

16. 16 Why we work in the way we work?

17. Why stimulate development? An organisation is not successful, the people in the organisation are. Motivation is needed to work on yourself, your job and to keep on doing it. Managing motivation

18. ABC of happiness at work Happines s at work AutonomyCompetence Being involved

19. 19 What we do? Why is Customer Focus training one of the hardest training subjects?

20. Our methods Solution focus - Appreciative inquiry Worldcafe - Open space Future Search Story Telling Organisation constellations Actors: impro, simulations, films Radar – Attitude Based interview - iWAM 20

21. One approach to gain insight in a... individualteamorganizationjob

22. 22 What is radar? Input: ‣ Structured interview: Attitude-based Radar interview ‣ Online iWAM questionnaire: ordering 40 x 5 sentences Output: ‣ Radar provides an insight in attitude, motivation and work strategy of a person at work. mapping behaviour predicting behaviour ‣ Approach to quickly gain insight in the functioning of individuals, teams and/or organisations

23. Albert Model Problem Past PresentFuture Solution Focus approach 23 Problem Focus approach Perfect Future

24. Groups of 2 – Choose a person you don’t know well Ask: ‘Tell me about a project you were involved in that you’re proud of’ Keep on asking questions so you have a clear picture : with who, what, when, how, why, … Be aware not to In case of a short answer: ‘and what other project are you proud of ?’ Change roles – ask question again An example

25. 25 Case City of Leuven Customer focused working

26. Customer Focus Before the move After the move 1.Culture survey - iWAM 2.Kick off (what’s good already?) 3.Election session (determine how we agree to work customer focused) 4.Survey in new office 5.Training 6.Follow-up

27. 27 Culture survey Kick-off Election session Survey in the new office Training Follow- up

28. Culture survey Kick-off Training Follow- up Election session Survey in the new office

29. Culture survey Kick-off Training Follow- up Election session Survey in the new office

30. Culture survey Kick-off Training Follow- up Election session Survey in the new office

31. Culture survey Kick-off Training Follow- up Election session Survey in the new office

32. Situational Judgement Test Culture survey Kick-off Training Follow- up Election session Survey in the new office

33. Follow-up – Feedback Center Experience-oriented learning Case with actor Individual self- evaluation Deepening Widening iWAM Culture survey Kick-off Training Follow- up Election session Survey in the new office

34. Follow-up – Large group Resilience What works Self- evaluation in group Storytelling Culture survey Kick-off Training Follow- up Election session Survey in the new office

35. Questions ? www.dynamo.be www.schoolforrecruitment.com wim@dynamo.be