Touchpoints and Touchstones for quality engagement

The importance of user experience (UX) has been a major theme of marketing, project management and design (affecting products and services of all kinds) over recent years. This has been expressed in numerous ways, but the customer (member, donor, client) journey and the employee journey are notable examples. Touchpoints on the journey Journey maps or… Continue reading Touchpoints and Touchstones for quality engagement

How long is your governance ‘year’?

Need for a key dates calendar Some of the smaller associations and community groups I have worked with have no staff, so volunteer directors and committee members are charged with doing all the work involved in running the organisation. I recently assisted one such group with the establishment of a Governance Committee, and part of… Continue reading How long is your governance ‘year’?

Identifying with purpose

When working with mentees, one of the key things I listen for is any statement beginning “I am …”. Such statements are a good indicator of how the mentee defines their personal identity. “I am …” statements often arise when discussing a mentee’s goals. I might first ask them to clarify their goals, and perhaps… Continue reading Identifying with purpose

Double-edged swords and paradoxical choices

‘Either/or’ choices Most board deliberations and policy analyses are conducted using an ‘either/or’ approach. A set of (usually three or four) options is devised, from which one is to be favoured over others. You can have the answer in one of the red, blue, or green boxes – but you can’t have two or more… Continue reading Double-edged swords and paradoxical choices

Was it something I said? Dialogue style choices

At the risk of stating the obvious, our choice of words, tone, pitch, and jargon influences others’ perception of, and receptivity to, our message. Of course, when we have been tactless (often inadvertently), or worse, have offended the other party, everything we say to them subsequently is coloured by their associating us with a ‘negative’… Continue reading Was it something I said? Dialogue style choices

A spectrum of listening intentions

Leaders who listen – Part 2 One of my most profound professional development experiences involved being introduced to active listening techniques many years ago. As so many had discovered before me, and since, ed psych courses during teacher training offered meagre preparation for encounters with the vast range of mental and emotional states adolescent students… Continue reading A spectrum of listening intentions

Being present: listening with your eyes

Leaders who listen – Part 1 I recall a disconcerting meeting with a Government Minister some years ago. It wasn’t because he rushed off to other (more important) business before we had the opportunity to advocate for our cause. Rather, it was because he spent most of our allotted time head down, writing notes on… Continue reading Being present: listening with your eyes

The Art of the Doable: Feasible, Pragmatic, and Capable

When making decisions about new projects or initiatives, many considerations are involved. Where the project or initiative is strategically significant, say due to the scale of resources required to deliver it, questions of feasibility will be involved. Decisions described as ‘pragmatic’ may, on the one hand, be sensible in the circumstances. Alternatively, in the pejorative… Continue reading The Art of the Doable: Feasible, Pragmatic, and Capable

Discourse (Rhetoric) at work

Having referred to message, narrative, and political frames in my last post, the theme of good and bad communication (rhetoric) beckoned for this reflection. Institutional Rhetoric How we characterise our nonprofit organisation and our relationship to it is evident in the language we use in our internal communications, and our representation of the entity to… Continue reading Discourse (Rhetoric) at work

Frames, Framing Effects, & Reframing

‘Frames’ appear in many forms in our lives every day. We use the noun ‘frame’ to describe hard things like wood or steel wall constructions, and soft things like data and concept structures. Amongst other meanings, we use the verb ‘(to) frame’ to mean choosing our words carefully, and planning or organising ideas and methods.… Continue reading Frames, Framing Effects, & Reframing