Strategic Thinking | The Brainzooming Group - Part 173 – page 173
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At the conference I presented at this weekend, we worked on the “Change Your Character” exercise for a customer service example. One suggestion was that an internal customer service rep is similar to a babysitter in that they both have to manage bosses (parents) and front line employees (kids).

Sounds close, so if your challenge is helping customer service providers improve their effectiveness, work through how a babysitter handles a new situation:

  • Shows she really likes kids & can get along with them
  • Demonstrates a professional attitude
  • Makes sure she has clear instructions from the parents
  • Establishes her role right away with the kids
  • Focuses on the kids
  • Has strong listening skills
  • Knows positive ways to help kids follow rules
  • Displays maturity in handling difficult situations
  • Acts with firmness, but understanding
  • Ensures that kids are fed and comfortable
  • Can be flexible when necessary

As always, try to generate 3 new ideas for your situation from each of the babysitter’s behaviors. And remember, my mother lets me stay up to watch Craig Ferguson all the time. She really does!

Check out a compilation of “Change Your Character” creative thinking exercises and information on its use.  – Mike Brown

 

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The Brainzooming Group helps make smart organizations more successful by rapidly expanding their strategic options and creating innovative plans they can efficiently implement. Email us at info@brainzooming.com or call us at 816-509-5320 to learn how we can help you enhance your strategy and implementation efforts.

Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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Two recent articles do a great job of addressing the real world benefits of having a strategic foundation in business.

In a recent Business Week column, Suzy and Jack Welch provide a brief rationale for the value of mission statements and then cover several steps toward developing a meaningful one that actually drives business decisions.

A longer piece in Fast Company issue 121 by Charles Fishman called “To the Moon in a Minivan” reports on NASA’s approach to develop, along with Lockheed Martin, the replacement spacecraft for the space shuttle. What makes it particularly interesting is the treatment of the strategic elements within NASA’s plan, providing a behind the scenes look at how a major enterprise applies strategic concepts to move an effort ahead.

We learn NASA’s “vision” statement (“To the moon, Mars, and beyond”) and how its effort is bounded by direct critical success factors such as keeping the spacecraft’s weight under 50,250 pounds, focusing on simplicity & utility, and exploiting pre-existing technology (even going as far back as the Apollo program) before inventing new solutions. Importantly, the program has a simple and very visual statement to align its development efforts. According to Ship Hatfield, the NASA project manager for the capsule, the Orion spacecraft is “more like a mini-van. It’s more of a vehicle to go to the grocery store in.” With a picture like this for a project team, making strategic decisions becomes much easier.

Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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Two recent articles do a great job of addressing the real world benefits of having a strategic foundation in business.

In a recent Business Week column, Suzy and Jack Welch provide a brief rationale for the value of mission statements and then cover several steps toward developing a meaningful one that actually drives business decisions.

A longer piece in Fast Company issue 121 by Charles Fishman called “To the Moon in a Minivan” reports on NASA’s approach to develop, along with Lockheed Martin, the replacement spacecraft for the space shuttle. What makes it particularly interesting is the treatment of the strategic elements within NASA’s plan, providing a behind the scenes look at how a major enterprise applies strategic concepts to move an effort ahead.

We learn NASA’s “vision” statement (“To the moon, Mars, and beyond”) and how its effort is bounded by direct critical success factors such as keeping the spacecraft’s weight under 50,250 pounds, focusing on simplicity & utility, and exploiting pre-existing technology (even going as far back as the Apollo program) before inventing new solutions. Importantly, the program has a simple and very visual statement to align its development efforts. According to Ship Hatfield, the NASA project manager for the capsule, the Orion spacecraft is “more like a mini-van. It’s more of a vehicle to go to the grocery store in.” With a picture like this for a project team, making strategic decisions becomes much easier.

Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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At the start of a recent conference call for an upcoming strategy planning project, it was clear I was expected to facilitate the discussion. That was my suspicion coming in, but with other responsibilities, there wasn’t a chance to prepare as much as I typically would. So after a brief introduction, all eyes and ears turned to me to start talking – gulp.

Here’s Your ChallengeWhat do you do when you’re not ready to speak or don’t know what to say?

Mark Twain said, “It is better to keep your mouth shut and appear stupid than to open it and remove all doubt.” How about a middle ground? Next time you’re in a similar situation, think for a moment, open your mouth, and ASK a great question.

Doing this provides three clear, immediate strategic benefits:

  • You shift the focus from your lack of preparation and give the floor back to the other participants.
  • The other people feel better because they’re able to provide input.
  • By actively listening, you can pick out cues from their comments that can shape your next move – to talk, to change course, or to ask another question.

The strategic key is asking the right type of question.

Be ready by developing a quick list of 8 to 10 questions that you can rely upon with ease. Here are a few to get you started (along with when to use them):

  • Can you elaborate? (If someone has provided information, but you’re not clear what it means.)
  • How have you approached this before? (If people have previous experience they could share.)
  • What are your initial thoughts for how to approach it? (When participants have pre-conceived notions about what to do.)
  • Can you tell me more? (When someone has a wealth of information that hasn’t been shared yet.)
  • What’s most important for you to accomplish? (To understand the other parties’ motivations – and what matters in this situation.)

In this example, I chose the last question, allowing participants an opportunity to share their individual and collective objectives for the upcoming planning session. Their initial comments set up a follow-up question (What percent of the plan should be devoted to each of the 3 sections you’ve mentioned?), creating the opportunity to start capturing topic areas. A productive meeting was thus snatched from the jaws of unpreparedness with two great, simple questions.

So what questions will you be better prepared to ask next time this happens to you? – Mike Brown

The Brainzooming Group helps make smart organizations more successful by rapidly expanding their strategic options and creating innovative plans they can efficiently implement. Email us at brainzooming@gmail.com or call us at 816-509-5320 to learn how we can deliver these benefits for you.

Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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Doctors are trained in asking questions, making observations, and using tests to identify possible infirmities that patients are suffering. Their techniques can be adapted within the Change Your Character exercise to help find new ways to diagnose business issues also. Doctors’ approaches that can be used for your brainstorming include:

  • Figuring out who / how services will be paid for
  • Having you fill out paperwork on yourself
  • Asking how you’ve been feeling
  • Having someone do a quick vitals check before seeing you
  • Checking vital signs
  • Reviewing your previous treatment history
  • Following a standard diagnostic procedure
  • Prescribing a treatment
  • Referring you to a specialist
  • Scheduling a follow-up appointment

Remember, strive to identify three potential ways that each of bulleted points above can be generalized to address & resolve your situation. It’s easier than taking two (make that three) aspirins and calling me in the morning.

Check out a compilation of “Change Your Character” creative thinking exercises and information on its use.  – Mike Brown

 

If you enjoyed this article, subscribe to the free Brainzooming blog email updates.

The Brainzooming Group helps make smart organizations more successful by rapidly expanding their strategic options and creating innovative plans they can efficiently implement. Email us at info@brainzooming.com or call us at 816-509-5320 to learn how we can help you enhance your strategy and implementation efforts.

Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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21

The new year is a time for reflecting on what’s really important. If I may get creative and turn that concept on its side a little, since articulating a new definition for “strategic thinking” (addressing things that matter with insight & innovation), I’ve been trying to get down on paper a list of strategic thinking questions whose answers would help shed light on, “What matters?”

What are great questions to best identify what’s strategic, i.e., what really matters in a particular business situation? This is a starting list of strategic thinking questions:

  • What does our brand stand for?
  • What do we most want to accomplish in the organization?
  • How would we describe our best, most valuable customers?
  • Who don’t we do business with?
  • Who do we win the most business from and why?
  • Who do we lose the most business to and why?
  • What are the biggest cost drivers in the organization?
  • What things would be most devastating (or most embarrassing) if our customers knew about them?
  • What’s the biggest unknown in our market?
  • What are the best opportunities available to us?
Feel free to start using strategic thinking questions from the list above. Feel even freer still to comment on other strategic planning questions you’ve used successfully to identify “what matters.” – Mike Brown

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Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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Two celebrities have become well-known for being able to reinvent themselves when they hit a financial or creative dead end –Donald Trump and Madonna. You can go to school on their rebranding techniques and apply them in business when you have a brand that needs to be refreshed. Here are approaches they’ve used successfully that you can apply in the Change Your Character exercise.

Donald Trump:

  • Host a TV show
  • Fix your financial situation
  • Put your name on something new
  • Do a BIG deal
  • Fire somebody
  • Start a new TV season
  • Pick a verbal fight with another celebrity to generate attention
  • Change out the important people in your life
  • Redevelop a prominent property

Madonna:

  • Change your look
  • Change your wardrobe
  • Do something controversial
  • Explore a new style of work / expression
  • Create news through your unusual lifestyle
  • Use multiple media to get your message across
  • Write a book
  • Incorporating new cultures or points of view
  • Adopt a child

So try these approaches as you brainstorm how to get your brand back in the news and to the top of the charts in customers’ eyes.

Check out a compilation of “Change Your Character” creative thinking exercises and information on its use.  – Mike Brown

 

If you enjoyed this article, subscribe to the free Brainzooming blog email updates.

The Brainzooming Group helps make smart organizations more successful by rapidly expanding their strategic options and creating innovative plans they can efficiently implement. Email us at info@brainzooming.com or call us at 816-509-5320 to learn how we can help you enhance your strategy and implementation efforts.

Mike Brown

Founder of The Brainzooming Group, and an expert on strategy, creativity, and innovation. Mike is a frequent speaker on innovation, strategic thinking, and social media.

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