Intensive Customer Interview training for the AlignIT effort

1. AlignIT Research Initiative
Interview Training
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wonful consulting.

2. What do you hope to give
to, and get from, this
AlignIT research effort?
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3. Why are we here?
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4. What should we be
looking out for?
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5. What could we do to guarantee
this new organization crashes
and burns?
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6. Which of these are we at
risk for?
Which of these have we
experienced before?
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7. How are we going to avoid
or prevent these from
happening?
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8. Best way to learn.
Instill confidence.
“Little a” agile.
Very responsive
Problem discovery
Why Interviewing?
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9. Rule #1: Pull, Don’t Push
Rule #2: No Leading Questions
Rule #3: Past Behavior --> Future Behavior
Rule #4: Actual Self vs. Ideal Self
Rule #5: No Pitching
Rule #6: “N of 1” is Not Proof
Rule #7: No Seeding.
Rule #8: Low Cognitive Load Questions
Rule #9: Stories > Statements
Part 1: The Rules
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10. So how do you get
someone telling stories?
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11. Technique #1: “5 Why’s”
Technique #2: “Tell me more.”
Interviewing Tactics
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12. Technique #1: “5 Why’s”
Technique #2: “Tell me more.”
Technique #3: “Tell me about the last time...”
Technique #4: “What do you mean by...”
Technique #5: How are you dealing with your problem now?
Technique #6: Silence is Golden
Interviewing Tactics
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13. Very interesting… why is that important?
That makes sense…
I never thought about it that way before. Can you tell me more?
That sounds important.
I’m not sure I understand…
That’s a great point.
Wow / Neat / Cool / Strange / Huh
Softening Statements
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14. Question #1: “What if they never talk about the
problem I’m trying to solve?”
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Question #2: “How do I put these into a survey?”
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Question #3: Face2Face>Skype>Phone>Email>Pigeons
F.A.Q.
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15. Stories about past, present, and
future problems of our customer
agencies.
What are we looking for?
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16. Split into teams of 3.
Practice time!
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17. Practice time!
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B
CA
Interviewer
Takes notes Interviewee

18. Tell me about the last big
problem you solved at
your agency…
Prompting Question:
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19. LUNCH!
!
(and scheduling)
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20. CUBE Analysis:
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Analyze the present situation.
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Compare between agencies.
Where can their weaknesses be our
strengths?

21. People
(confidence in your people+methods to solve problems)
Adaptability
(ability to solve urgent problems that emerge)
Strategy
(understanding of possible future problems)
Capacity
(do you have enough people to solve your problems?)
CUBE Analysis:
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22. Tell me about what
problems are you working
on now?
Prompting Question:
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23. Debrief
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24. Critical Uncertainties:
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Prepare for the future.
!
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What is most uncertain about
your future?

25. What might we do in each
possible future reality?
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Any other problems you think
you’ll be facing in the coming
years?
Prompting Questions:
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26. Debrief
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27. The stages of an
organization.
Ecocycle
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28. Training:
DONE!
!
Research Interviews:
Scheduled!
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Sensemaking Retreat:
Lets talk to Ben!
Timeline
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29. wonful
wonful consulting.
Zachary Cohn
Fisher Qua
zaccohn@gmail.com
fisher@back-loop.com
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