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- What can you learn

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from over 33,000 workplace listeners?

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(tranquil ambient music)

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Back in June, 2018, I
logged into a survey tool.

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I started to explore how
to construct questions

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that would help people understand

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what gets in their way
when it comes to listening.

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These were the questions I asked,

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what frustrates you the most

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when someone isn't listening to you?

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What do you struggle with the most

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when it comes to listening
to somebody else?

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And if you could improve

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just one thing about your listening,

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what would you like to make progress on?

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Well, 200 people responded to the survey,

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a little bit more than the 50
that I'd actually anticipated,

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and I soon learned that I
was completely outta my depth

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when it comes to constructing
research, making a survey,

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analyzing the data, creating insights,

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and actionable next steps.

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Just because I could
collect the survey results,

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it didn't mean I understood
how to make an impact with it.

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I decided to ask my network

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if they knew anyone who could assist.

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Eventually, I was introduced
to four different people,

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and two of those conversations
were really good examples

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of how the other person
wasn't listening to me.

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One of those meetings was
professionally cut short

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because they realized very quickly

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they couldn't assist with my requirements,

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they couldn't help, and they said so,

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and they said so quickly
and within 15 minutes.

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I'm very grateful for that.

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The fourth discussion took place

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on the 11th of September
with Heidi Martin.

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Heidi and I discussed if
listening barriers could be coded

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and grouped into uniform
cohorts of respondents.

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The meeting lasted about 50 minutes,

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and Heidi asked lots of probing questions,

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and skillfully on her part,

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she didn't promise anything other than

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I need to take a fortnight to reflect

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on what might be the
most effective questions,

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survey design,

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and potential outputs to
inform the listening quiz

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and its accompanying report.

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What struck me about the
conversation with Heidi

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was she wasn't looking
to discover anything,

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she was exploring along with me,

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and we were figuring out what we knew

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and what we didn't know.

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Heidi was a really good
example of somebody

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who was helping to explore
not just what I was saying,

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she was also exploring
what I wasn't saying.

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She was a ninja in level
four listening, the unsaid.

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(intense ambient music)

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Wind the clock forward about 12 months

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and multiple iterations,
revisions, and insights from Heidi,

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she presented to me her insights
from over 500 respondents.

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There were some homogenous
groups, uniform groups,

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some groups that had a lot in common,

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and these were the foundations

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of what was to become the
villains of listening.

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The villains emerge from word clouds.

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These were software that highlighted

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what the common phrases were

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that people were using in
their free text responses.

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These free text responses
or 500 were coded,

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meaning I looked at them,
Heidi looked at them.

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We had a few other people,
in fact, 12 other people.

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Three lots of four,

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all representing one of the
different villain groups

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to look at the information
within their cohort

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to see if that made sense.

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Did that sound right?

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Did it feel right?

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The feedback was pretty consistent,

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"You've kind of got it Oscar,"

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this sounds like what I struggle with

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when it comes to listening.

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They were responding to 14 questions,

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and as a result, we were
starting to get some

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very consistent results

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that we predicted before
people took the assessments.

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I learned a valuable lesson
about playing to my strengths.

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Strategy is one of my key strengths,

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details and maths is not.

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By bringing on experts who could provide

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insights into their field,
I got a much better result.

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(intense ambient music)

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The next step in the
journey was March, 2020,

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and the listening quiz became available

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for anyone to complete.

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14 questions, one, free text response

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and a tailored report
highlighting their primary

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and secondary listening barrier,
as well as three practical

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and pragmatic tips for
them based on their input.

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It's now 2024 and 33,519 people

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have now taken the quiz.

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Between 2020 and 2024,

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the Listening Quiz software
has been updated four times.

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(intense ambient music)

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Our 2024 release is by far the
most comprehensive release,

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including extra
functionality and reporting.

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The first one is you are
able to aggregate reports

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based on groups of 10 or more respondents

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if you are part of an organization,

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you may be in training,
learning and development,

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organizational development, leadership.

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So if you'd like to
understand how a group of 10

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or more people listen
as an aggregate profile,

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we have ways to describe
that at a team level,

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a department level, maybe
a project team level,

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even an organization level.

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We're able to also do
cross industry comparison,

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so you can compare yourself
to a peer in your industry,

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that might be in your
industry, in your geography,

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or it may be overseas.

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The third level of reporting is reporting

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to allow the administrators
of the projects

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to see the progress
that people are making.

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Once they've been invited
to complete the quiz,

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we'll be able to tell you then

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how many people you've invited,

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how many people have commenced the quiz,

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and how many people
have completed the quiz.

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And this is gonna be really helpful

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if you're in human resources,
people and culture,

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learning and development.

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Maybe you want to do an
offsite for an executive team.

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Equally, if you're an external consultant,

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a trainer, a facilitator,
a leadership expert,

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and you want to administer the quiz

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on behalf of your clients,

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we have the functionality
to do that as well.

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(intense ambient music)

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Next, we provide a summary,
which is the percentage

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of each listening barrier
represented in the group.

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And finally, we provide
anonymized reporting

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of each participant's most
significant listening struggle

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in aggregate report when
there are 10 people or more.

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In this release as well,

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we'll be able to provide volume discounts

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for organizations based
on their operating model.

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So there'll be different
discounts for an organization

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if it's a commercial organization
versus an organization

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that might be in the
non-for-profit sector.

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Similarly, if you're an
external consultant trainer,

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facilitator, leadership expert,

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we can assist with discounts
there for you as well.

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If you are an organization

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or an external consultant
who works with organizations

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and you're curious to
discover a little bit more,

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all this information is
available at listeningquiz.com.

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In summary, those five updates are,

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number one, aggregate reporting
for 10 people or more.

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Number two, cross industry comparison.

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Number three, reporting functionality

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for progress and completion.

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And number four and number five,

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a variety of volume discounts,

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whether you're an external consultant

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or inside an organization.

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(intense ambient music)

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This is what I've discovered
from 33,519 responses.

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Yep, and I have read every
single line on that spreadsheet,

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in fact, twice.

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Channeling my inner Hugh
Forest from South by Southwest

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who spend six weeks reading
all their survey feedback

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from people who attend
their conference, like Hugh,

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although there's 100s of
pages of respondent data,

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when you lay it all out
from 33,519 participants,

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distilling all of those into themes

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is what I've spent most of my time doing.

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And we've coded every response

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to the villains of listening

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and the five levels of listening as well.

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And the most significant
insight from that question,

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what do you struggle with
when it comes to listening?

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Is this, 99.52% of participants

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describe what they struggle with

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at level one, two, or three.

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Said another way, half of 1% of people

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are struggling to listen at
level four and at level five,

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listening for the unsaid
and listening for meaning.

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And I hypothesize that
people just aren't conscious

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that that exists, that
that's a possibility,

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that's something worth reaching for.

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The raw data is really simple,

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level one, 64.5% of people

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are stuck at listening to yourself.

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31% of people are at level
two, where they're struggling

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with what's presented in the content,

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and about 4% of people are at level three,

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listening for the context.

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So with all that in mind,
that's why the content we create

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is specifically focused
on level one and two,

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and a little bit of three.

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Said another way,

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two thirds of people say what's
getting in the way is them.

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It's not focusing on the
speaker where they will improve,

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they're listening, but
becoming present to themselves.

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This is the reason we
dedicated two chapters

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rather than one in our
book, "how to listen".

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Focusing on level one before,
during, and after the meeting

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will have the biggest impact

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on the way you communicate
in your workplace.

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Now listening before the
meeting takes many forms,

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and a lot of people kind
of scratch their head,

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confused when I say, "You can
listen before the meeting."

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Well, if you're listening to yourself,

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that's completely possible,

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and I'll explain a way that
you can listen to others

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before the meeting as well.

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When it comes to listening
before the meeting,

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let's just focus on listening to yourself

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and thinking about creating space, time

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and creating the energy that you need

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to be present during a meeting.

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Now before the meeting,

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when you are trying to listen to them,

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you can ask the other person

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what will make this a good conversation.

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Or if it's a group meeting,

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possibly you'd ask a variation and say,

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"What will make this a
productive meeting for you?"

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How much of your listening focus happens

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before the meeting commences?

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Well, as I went through those 33,519 rows,

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that was another thing we
coded into our responses.

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16% of the people who are
struggling at level one

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are saying they're struggling

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with something before
the meeting commences,

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whether it's remote
meetings, their workload,

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their lack of time,

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the fact they say they
have too many meetings,

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each of these issues
can be addressed by you

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before the meeting commences.

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This data made me very curious about

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84% of people who identified
in meeting barriers,

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and they use terms like
focus, distraction, attention.

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And these represent about 58%
of the immediate barriers,

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which could be anticipated

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even before the meeting commences.

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Can you anticipate
distractions during a meeting?

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Before the meeting commences,
you definitely can,

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and you can anticipate how
you can react as a result.

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Although you may have a
meeting in your schedule,

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and that might be in your
schedule from a week ago

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or a day ago.

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Right now, when you're having the meeting

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or about to have the meeting,
ask yourself this question,

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is it still the right time?

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Is this meeting the right format?

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Is the location or the
length of the meeting

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appropriate to where me and others are at

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who are gonna attend this meeting?

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You can change any dimension
of the meeting before it starts

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to make sure your listening
battery is charged

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00:13:55,890 --> 00:13:58,140
and ready for the conversation.

262
00:13:58,140 --> 00:14:00,300
Maybe you need to reschedule the meeting,

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00:14:00,300 --> 00:14:03,990
maybe you need to move a video
meeting to an audio only,

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00:14:03,990 --> 00:14:07,016
or you could shorten the meeting length,

265
00:14:07,016 --> 00:14:11,139
or you could just adjust
the meeting start time by

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starting at five or 10
minutes after the hour.

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Could you move a meeting

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00:14:17,040 --> 00:14:20,070
that's a seated meeting
to a walking meeting?

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00:14:20,070 --> 00:14:21,720
Look, there are so many options

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00:14:21,720 --> 00:14:24,060
that we outline in these reports

271
00:14:24,060 --> 00:14:26,220
to help you move forward
with your listening.

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When you take the quiz and get the report,

273
00:14:28,560 --> 00:14:29,520
we'll outline

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00:14:29,520 --> 00:14:32,459
some of these really
practical tips to help you,

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particularly for those who
are stuck at level one.

276
00:14:36,420 --> 00:14:39,878
We want to get you up to level
two as quickly as possible.

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00:14:39,878 --> 00:14:42,930
There's lots of options in your control.

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00:14:42,930 --> 00:14:45,270
Some you may need to negotiate

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00:14:45,270 --> 00:14:47,579
or renegotiate with other participants.

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00:14:47,579 --> 00:14:51,420
Yet, I speculate it's
worth trying to adjust

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00:14:51,420 --> 00:14:53,160
before you commence a meeting

282
00:14:53,160 --> 00:14:56,342
rather than creating an
unproductive, draining,

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00:14:56,342 --> 00:15:01,150
or frustrating meeting for
you and for the others.

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(intense ambient music)

285
00:15:04,227 --> 00:15:07,650
One of the most impactful
things I get feedback about

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00:15:07,650 --> 00:15:11,400
is creating a pre-meeting ritual.

287
00:15:11,400 --> 00:15:15,720
This could be something that
we discuss during a workshop.

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00:15:15,720 --> 00:15:16,740
It could be something

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00:15:16,740 --> 00:15:19,410
that we discuss during a training course,

290
00:15:19,410 --> 00:15:22,230
and some of the examples that
have been really productive

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00:15:22,230 --> 00:15:25,500
for people is simply
drinking a glass of water,

292
00:15:25,500 --> 00:15:27,930
playing music for 90 seconds,

293
00:15:27,930 --> 00:15:30,606
noticing the pattern of your breathing,

294
00:15:30,606 --> 00:15:32,340
choosing to stand up

295
00:15:32,340 --> 00:15:36,360
and walk for 90 seconds
before the meeting commences.

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All of these are signaling to
your mind, your body, and you,

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that this meeting requires you

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to give and to pay attention

299
00:15:46,980 --> 00:15:51,180
to maximize the time when you're
communicating with others.

300
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I'm very curious, do you
have a ritual, a practice,

301
00:15:56,310 --> 00:16:01,050
or a technique you use
to prepare for a meeting?

302
00:16:01,050 --> 00:16:04,020
Do you have a way to recharge
your listening batteries?

303
00:16:04,020 --> 00:16:07,170
Send me an email,
podcast@oscartrimboli.com

304
00:16:07,170 --> 00:16:09,144
with the subject lines "Before".

305
00:16:09,144 --> 00:16:11,340
That's subject line before.

306
00:16:11,340 --> 00:16:12,750
And for the first five people

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00:16:12,750 --> 00:16:16,432
who send me their pre-meeting rituals,

308
00:16:16,432 --> 00:16:20,857
I'll send you a copy of the
book, "Super Communicators",

309
00:16:20,857 --> 00:16:23,220
"The Power of Conversation

310
00:16:23,220 --> 00:16:25,560
and Hidden Language of Connection".

311
00:16:25,560 --> 00:16:28,680
This book is a refreshing change
for books on communication

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00:16:28,680 --> 00:16:32,670
because it does a great job
of balancing the speaking

313
00:16:32,670 --> 00:16:36,459
and the listening throughout
its chapters on communication.

314
00:16:36,459 --> 00:16:39,450
I especially like the difference, Charles,

315
00:16:39,450 --> 00:16:40,950
the author calls out

316
00:16:40,950 --> 00:16:45,180
between switching questions
and supporting questions

317
00:16:45,180 --> 00:16:48,780
when it comes to building
rapport in first time meetings,

318
00:16:48,780 --> 00:16:51,240
it's definitely a book I recommend.

319
00:16:51,240 --> 00:16:52,401
What's the biggest insight

320
00:16:52,401 --> 00:16:57,401
from listening to 33,519
respondents in the survey

321
00:16:58,379 --> 00:17:02,640
is that two thirds of you
are struggling at level one,

322
00:17:02,640 --> 00:17:04,680
and you wanna make progress.

323
00:17:04,680 --> 00:17:07,950
And I hope some of these tips will help.

324
00:17:07,950 --> 00:17:10,320
I've created some additional resources

325
00:17:10,320 --> 00:17:13,710
based not only on the survey
feedback from the respondents,

326
00:17:13,710 --> 00:17:15,330
also based on feedback

327
00:17:15,330 --> 00:17:18,120
from the Deep Listening
Ambassador community,

328
00:17:18,120 --> 00:17:20,250
as well as listeners to this podcast,

329
00:17:20,250 --> 00:17:22,556
I've created three additional resources

330
00:17:22,556 --> 00:17:25,263
that I think can help
you make a difference.

331
00:17:26,850 --> 00:17:30,210
The first is I've set up a where to begin.

332
00:17:30,210 --> 00:17:32,610
I got a lot of feedback about Oscar,

333
00:17:32,610 --> 00:17:36,120
you know, with over 120
episodes of the podcast,

334
00:17:36,120 --> 00:17:37,770
I'm not sure where to start.

335
00:17:37,770 --> 00:17:40,873
We've broken them up into
three, where to start,

336
00:17:40,873 --> 00:17:45,060
the episodes of the podcast by
the five levels of listening,

337
00:17:45,060 --> 00:17:47,583
and broken up by competency.

338
00:17:48,480 --> 00:17:52,473
30 competencies based on the
Korn Ferry leadership model.

339
00:17:53,325 --> 00:17:56,430
(intense ambient music)

340
00:17:56,430 --> 00:18:00,120
Let's start at the beginning
with where to start.

341
00:18:00,120 --> 00:18:03,480
If you visit oscartrimboli.com/start,

342
00:18:03,480 --> 00:18:06,810
we've curated all the episodes

343
00:18:06,810 --> 00:18:10,620
and 15 other resources
that are gonna help you

344
00:18:10,620 --> 00:18:14,280
to improve the way you listen the fastest.

345
00:18:14,280 --> 00:18:17,100
So these 15 resources on the start page

346
00:18:17,100 --> 00:18:19,950
include the "how to
listen" book , two guides,

347
00:18:19,950 --> 00:18:22,470
a visual and video conferencing guide,

348
00:18:22,470 --> 00:18:24,360
two courses, "The Fundamentals"

349
00:18:24,360 --> 00:18:26,220
and the "Manager's Masterclass",

350
00:18:26,220 --> 00:18:30,450
10 podcast episodes outlining
the five levels of listening,

351
00:18:30,450 --> 00:18:32,970
the four barriers of listening,

352
00:18:32,970 --> 00:18:34,740
and an overview of the research

353
00:18:34,740 --> 00:18:37,110
and methodology we're talking about.

354
00:18:37,110 --> 00:18:40,260
Finally, this resource, listeningquiz.com

355
00:18:40,260 --> 00:18:43,740
is the final resource we
recommend about where to start.

356
00:18:43,740 --> 00:18:46,950
I'm very confident that these
resources are now sequenced

357
00:18:46,950 --> 00:18:49,860
in a way that'll make the
biggest and fastest impact

358
00:18:49,860 --> 00:18:52,230
for the way you communicate at work.

359
00:18:52,230 --> 00:18:53,610
So if you wanna start now,

360
00:18:53,610 --> 00:18:58,234
visit oscartrimboli.com/start.

361
00:18:58,234 --> 00:19:00,270
(intense ambient music)

362
00:19:00,270 --> 00:19:03,060
Once you've completed
everything on the start page,

363
00:19:03,060 --> 00:19:06,900
you can move to how the
episodes are organized,

364
00:19:06,900 --> 00:19:09,810
and they're organized by the
five levels of listening.

365
00:19:09,810 --> 00:19:14,250
So if you visit oscartrimboli.com/levels,

366
00:19:14,250 --> 00:19:18,210
you can find each of the
episodes have been marked

367
00:19:18,210 --> 00:19:22,381
with one or more of the
five levels of listening.

368
00:19:22,381 --> 00:19:24,536
(intense ambient music)

369
00:19:24,536 --> 00:19:28,980
In our final update, we introduce
a competencies framework

370
00:19:28,980 --> 00:19:32,703
where we overlay the 120 podcast episodes

371
00:19:32,703 --> 00:19:36,780
over the Korn Ferry
Leadership Competency Model.

372
00:19:36,780 --> 00:19:40,020
And we've mapped each
episode of the podcast

373
00:19:40,020 --> 00:19:42,930
to one or more of the
competency frameworks

374
00:19:42,930 --> 00:19:46,980
based at oscartrimboli.com/competencies.

375
00:19:46,980 --> 00:19:48,900
And don't worry, you don't
have to write them down

376
00:19:48,900 --> 00:19:51,330
if you scroll through your podcast app,

377
00:19:51,330 --> 00:19:54,060
you'll see them in the
links in the show notes,

378
00:19:54,060 --> 00:19:57,270
and that's oscartrimboli.com/competencies.

379
00:19:57,270 --> 00:20:00,840
When I spoke to leadership
consultants, trainers, coaches,

380
00:20:00,840 --> 00:20:05,148
facilitators, or organizational leaders,

381
00:20:05,148 --> 00:20:07,410
whether they're people
and culture leaders,

382
00:20:07,410 --> 00:20:08,960
executive leaders,

383
00:20:08,960 --> 00:20:11,850
whether they're learning
and development consultants

384
00:20:11,850 --> 00:20:16,470
or in-house trainers,
they wanted to match it

385
00:20:16,470 --> 00:20:19,200
to something that was fairly
well known in the market.

386
00:20:19,200 --> 00:20:21,390
And the common feedback was

387
00:20:21,390 --> 00:20:26,310
the Korn Ferry Leadership
Architecture Competency Framework.

388
00:20:26,310 --> 00:20:30,748
These competencies range
from ensure accountability,

389
00:20:30,748 --> 00:20:34,200
communicates effectively drive results,

390
00:20:34,200 --> 00:20:35,490
creates effective teams

391
00:20:35,490 --> 00:20:39,423
all the way to tech savvy
and 25 others in total.

392
00:20:40,305 --> 00:20:44,070
The Korn Ferry Leadership
Architecture Competency Framework

393
00:20:44,070 --> 00:20:48,390
is the most robust and
globally orientated model.

394
00:20:48,390 --> 00:20:51,420
Many of the clients I work
with, more importantly,

395
00:20:51,420 --> 00:20:54,780
many of the clients that
leadership consultants

396
00:20:54,780 --> 00:20:56,678
that I spoke to work with

397
00:20:56,678 --> 00:21:01,320
have clients who use this framework.

398
00:21:01,320 --> 00:21:02,490
They use this framework

399
00:21:02,490 --> 00:21:04,830
to build their professional
development plan,

400
00:21:04,830 --> 00:21:06,030
they use the framework

401
00:21:06,030 --> 00:21:09,630
if they're figuring out
if they should move roles

402
00:21:09,630 --> 00:21:13,410
or seeking a promotion
internally within an organization

403
00:21:13,410 --> 00:21:15,630
or being assessed to be ready

404
00:21:15,630 --> 00:21:18,455
for the most senior roles
in their organizations,

405
00:21:18,455 --> 00:21:21,570
or even if you want to
change organizations,

406
00:21:21,570 --> 00:21:23,910
typical recruitment process

407
00:21:23,910 --> 00:21:26,460
may require you to go
through an assessment center

408
00:21:26,460 --> 00:21:28,110
at an executive level,

409
00:21:28,110 --> 00:21:33,090
and the Korn Ferry architecture
is sitting behind that.

410
00:21:33,090 --> 00:21:36,720
I wanted to share three
really simple examples of that

411
00:21:36,720 --> 00:21:39,724
so you can navigate the
competencies against

412
00:21:39,724 --> 00:21:42,243
the podcast episodes we've created.

413
00:21:43,650 --> 00:21:46,920
The three I've selected
communicates effectively,

414
00:21:46,920 --> 00:21:50,548
manages complexity and tech savvy.

415
00:21:50,548 --> 00:21:51,870
And for each of these,

416
00:21:51,870 --> 00:21:56,201
I'm gonna start with the
full Korn Ferry description,

417
00:21:56,201 --> 00:21:59,554
and then we'll overlay some
of the podcast episodes

418
00:21:59,554 --> 00:22:02,040
so you can join the dots.

419
00:22:02,040 --> 00:22:05,209
When we think about
communicates effectively,

420
00:22:05,209 --> 00:22:09,870
Korn Ferry describes communicates
effectively as developing

421
00:22:09,870 --> 00:22:13,380
and delivering multi-mode communications

422
00:22:13,380 --> 00:22:16,201
that convey a clear understanding

423
00:22:16,201 --> 00:22:20,089
of the unique needs of
different audiences.

424
00:22:20,089 --> 00:22:22,733
The questions they pose is,

425
00:22:22,733 --> 00:22:25,394
is the communication you're using,

426
00:22:25,394 --> 00:22:30,394
using a variety of one-to-one
small, large group,

427
00:22:31,620 --> 00:22:35,010
as well as diverse delivery styles?

428
00:22:35,010 --> 00:22:37,110
Do you listen attentively?

429
00:22:37,110 --> 00:22:39,810
Do you adjust to fit the audience?

430
00:22:39,810 --> 00:22:42,450
Do you provide timely
and helpful information

431
00:22:42,450 --> 00:22:45,240
to others across your own organization?

432
00:22:45,240 --> 00:22:49,320
And do you encourage the
open expression of ideas

433
00:22:49,320 --> 00:22:51,123
and opinions from others?

434
00:22:52,080 --> 00:22:52,913
So as you can see,

435
00:22:52,913 --> 00:22:56,700
it's a very extensive
and thorough evaluation

436
00:22:56,700 --> 00:23:00,570
of what does communicate effectively mean.

437
00:23:00,570 --> 00:23:02,760
Some of the episodes that are mapped

438
00:23:02,760 --> 00:23:07,320
to effective communication
episode 89, with Danish,

439
00:23:07,320 --> 00:23:10,470
who explains the what and the how

440
00:23:10,470 --> 00:23:12,775
of effective speaking in the workplace

441
00:23:12,775 --> 00:23:16,890
where he discusses speaking
speed, the use of pause,

442
00:23:16,890 --> 00:23:19,927
the use of emotion and executive presence.

443
00:23:19,927 --> 00:23:22,470
As well as episode 92,

444
00:23:22,470 --> 00:23:27,030
where retired Sergeant Kevin
Briggs from San Francisco

445
00:23:27,030 --> 00:23:30,660
explains how he helped to listen to people

446
00:23:30,660 --> 00:23:34,729
when they were planning to jump
off the Golden Gate Bridge.

447
00:23:34,729 --> 00:23:37,812
Let's look at managing complexity.

448
00:23:37,812 --> 00:23:42,812
Korn Ferry says, "Making sense
of complex, high quantity

449
00:23:43,260 --> 00:23:46,380
and sometimes contradictory information

450
00:23:46,380 --> 00:23:49,050
to effectively solve problems."

451
00:23:49,050 --> 00:23:51,630
They wonder, do you
ask the right questions

452
00:23:51,630 --> 00:23:54,000
to accurately analyze the situation?

453
00:23:54,000 --> 00:23:57,060
Do you collect the right kind of data

454
00:23:57,060 --> 00:24:01,260
from multiple and diverse
sources to solve the problem?

455
00:24:01,260 --> 00:24:04,140
Do you look at the root
cause on difficult problems

456
00:24:04,140 --> 00:24:06,270
rather than just the symptoms?

457
00:24:06,270 --> 00:24:08,436
Are you clear on evaluating risks

458
00:24:08,436 --> 00:24:12,240
and benefits of multiple solutions?

459
00:24:12,240 --> 00:24:14,400
In episode 46,

460
00:24:14,400 --> 00:24:17,070
a chief programming officer
of South by Southwest,

461
00:24:17,070 --> 00:24:21,714
Hugh Forest epitomizes not
just managing complexity,

462
00:24:21,714 --> 00:24:26,714
he explains how to lead
through and towards complexity.

463
00:24:27,630 --> 00:24:31,620
He's dealing with content
that hasn't become mainstream.

464
00:24:31,620 --> 00:24:35,040
He's looking at content
for the next decade.

465
00:24:35,040 --> 00:24:38,970
Look, Hugh does a great job
of balancing the present

466
00:24:38,970 --> 00:24:42,210
and the future, presenters, audiences,

467
00:24:42,210 --> 00:24:45,030
the Austin community
where the event is based,

468
00:24:45,030 --> 00:24:48,210
the multiple stakeholders
and the global audience.

469
00:24:48,210 --> 00:24:51,180
Here's some numbers he needs to juggle,

470
00:24:51,180 --> 00:24:54,935
74,000 attendees from
over a 100 countries,

471
00:24:54,935 --> 00:24:57,660
3000 media and press,

472
00:24:57,660 --> 00:25:00,510
3000 speakers at the event,

473
00:25:00,510 --> 00:25:04,230
over 1500 conference sessions.

474
00:25:04,230 --> 00:25:07,020
And just one example
of the economic impact

475
00:25:07,020 --> 00:25:10,500
that Hugh and South by
Southwest has made in Austin

476
00:25:10,500 --> 00:25:15,500
is during the last
event they booked 52,000

477
00:25:15,780 --> 00:25:19,133
hotel nights in 68 hotels.

478
00:25:19,133 --> 00:25:21,933
That is managing complexity.

479
00:25:23,242 --> 00:25:25,726
(intense ambient music)

480
00:25:25,726 --> 00:25:30,240
In the planning process,
kicking off for the next year,

481
00:25:30,240 --> 00:25:33,720
there's so many stakeholders
that you need to think about.

482
00:25:33,720 --> 00:25:36,930
There's the audience, there's
speakers, there's sponsors,

483
00:25:36,930 --> 00:25:40,350
there's staff, there's
the Austin community,

484
00:25:40,350 --> 00:25:43,170
there's the broader community
across the United States,

485
00:25:43,170 --> 00:25:45,390
and South by Southwest
has a global impact.

486
00:25:45,390 --> 00:25:47,040
Talk us through how you prepare

487
00:25:47,040 --> 00:25:50,010
and what some of the
techniques you use to listen

488
00:25:50,010 --> 00:25:52,410
to the audience for the
current year, for example.

489
00:25:52,410 --> 00:25:55,290
[Hugh Forrest] We spend
a, what I'd like to say

490
00:25:55,290 --> 00:25:57,690
is an inordinate amount of time

491
00:25:57,690 --> 00:26:02,280
reading through user feedback
from the previous year.

492
00:26:02,280 --> 00:26:05,250
There are many good
reasons for doing that.

493
00:26:05,250 --> 00:26:07,110
You learn about the event

494
00:26:07,110 --> 00:26:09,120
from a completely different perspective

495
00:26:09,120 --> 00:26:11,880
than you had as an organizer.

496
00:26:11,880 --> 00:26:15,030
There are often things that
you learn that were great,

497
00:26:15,030 --> 00:26:16,980
that you had no knowledge of.

498
00:26:16,980 --> 00:26:19,920
There are often things that you
learn that didn't go so well

499
00:26:19,920 --> 00:26:22,050
that you had no knowledge of,

500
00:26:22,050 --> 00:26:24,720
and that just reading this feedback

501
00:26:24,720 --> 00:26:26,850
gives you a much better perspective

502
00:26:26,850 --> 00:26:28,980
and much fuller perspective

503
00:26:28,980 --> 00:26:30,870
and much more nuanced perspective

504
00:26:30,870 --> 00:26:33,930
of what was good and
what needs improvement.

505
00:26:33,930 --> 00:26:38,280
I'll also say that that
process of reading feedback,

506
00:26:38,280 --> 00:26:41,490
of digesting feedback, of
trying to understand feedback,

507
00:26:41,490 --> 00:26:43,560
of listing what your users

508
00:26:43,560 --> 00:26:47,130
and what your community
is saying can be mentally,

509
00:26:47,130 --> 00:26:49,271
emotionally, spiritually exhausting.

510
00:26:49,271 --> 00:26:54,271
It's often not easy
reading sharp criticisms

511
00:26:54,390 --> 00:26:56,100
of what you've done,
particularly if you think

512
00:26:56,100 --> 00:26:58,440
you've done something incredibly great.

513
00:26:58,440 --> 00:27:00,690
But I think you try to have

514
00:27:00,690 --> 00:27:03,240
a generally positive attitude here

515
00:27:03,240 --> 00:27:07,920
and understand it's all part
of the learning and process

516
00:27:07,920 --> 00:27:09,420
and helps you get better.

517
00:27:09,420 --> 00:27:12,420
And throughout the most harsh criticisms

518
00:27:12,420 --> 00:27:14,190
and throughout the highest phrase,

519
00:27:14,190 --> 00:27:17,111
and the whatever objective truth is,

520
00:27:17,111 --> 00:27:18,750
is somewhere in the middle,

521
00:27:18,750 --> 00:27:21,930
but again, helps you do that
by reading this feedback.

522
00:27:21,930 --> 00:27:25,140
So we'll spend six weeks reading feedback,

523
00:27:25,140 --> 00:27:27,870
trying to analyze that feedback,

524
00:27:27,870 --> 00:27:30,960
try to put that into some general themes

525
00:27:30,960 --> 00:27:33,330
and even more specific themes.

526
00:27:33,330 --> 00:27:37,290
And then by about late May, early June,

527
00:27:37,290 --> 00:27:40,470
we're beginning to plan for the next year,

528
00:27:40,470 --> 00:27:42,540
and one of the big pieces

529
00:27:42,540 --> 00:27:45,420
in terms of planning for the next year

530
00:27:45,420 --> 00:27:48,690
is this South by Southwest
panel picker interface

531
00:27:48,690 --> 00:27:52,500
that we've been using for
approximately a decade.

532
00:27:52,500 --> 00:27:55,950
This is a interface where
anyone in the community,

533
00:27:55,950 --> 00:27:58,980
which basically means anyone
with a web connection,

534
00:27:58,980 --> 00:28:01,800
can enter a speaking proposal.

535
00:28:01,800 --> 00:28:06,030
It allows us to listen to
what the community wants,

536
00:28:06,030 --> 00:28:09,426
to get new ideas and new
speakers into the event.

537
00:28:09,426 --> 00:28:11,730
But we'll get somewhere
in the neighborhood

538
00:28:11,730 --> 00:28:15,989
of 5,000 total ideas, speaking proposals

539
00:28:15,989 --> 00:28:17,610
for South by Southwest,

540
00:28:17,610 --> 00:28:19,950
of which probably about a 1,000 of those

541
00:28:19,950 --> 00:28:21,660
will be accepted to the event.

542
00:28:21,660 --> 00:28:25,380
The other 4,000 are also,
again, very, very useful

543
00:28:25,380 --> 00:28:27,647
in terms of trying to discern

544
00:28:27,647 --> 00:28:30,346
what our community wants to hear,

545
00:28:30,346 --> 00:28:32,790
what our community wants to learn about,

546
00:28:32,790 --> 00:28:33,870
that in our community

547
00:28:33,870 --> 00:28:37,350
is much more focused on
learning the latest technologies

548
00:28:37,350 --> 00:28:39,150
or the newest ideas about blockchain.

549
00:28:39,150 --> 00:28:43,440
But again, this panel picker
system is ultimately a way

550
00:28:43,440 --> 00:28:46,650
for us to communicate with our audience,

551
00:28:46,650 --> 00:28:48,390
for us to learn from our audience,

552
00:28:48,390 --> 00:28:50,850
for us to listen to our audience.

553
00:28:50,850 --> 00:28:52,890
And I think it's one of the many things

554
00:28:52,890 --> 00:28:55,527
that has helped us continue
to improve as an event.

555
00:28:56,940 --> 00:28:59,490
(intense ambient music)

556
00:28:59,490 --> 00:29:01,429
[Oscar Trimboli] Finally,
let's look at tech savvy.

557
00:29:01,429 --> 00:29:04,127
And tech savvy is described as

558
00:29:04,127 --> 00:29:08,790
anticipating and adopting
innovations in business building,

559
00:29:08,790 --> 00:29:11,910
digital and other technologies.

560
00:29:11,910 --> 00:29:13,290
You anticipate the impact

561
00:29:13,290 --> 00:29:16,020
of emerging technologies and adjust.

562
00:29:16,020 --> 00:29:19,050
You scan the environment
for new technical skills,

563
00:29:19,050 --> 00:29:23,888
knowledge and capabilities to
benefit you or the business.

564
00:29:23,888 --> 00:29:27,180
You don't focus so much on the fads

565
00:29:27,180 --> 00:29:30,989
and you're happy to learn
and adopt new technologies.

566
00:29:30,989 --> 00:29:35,989
I was surprised when I
categorized the episodes

567
00:29:36,330 --> 00:29:37,830
because I thought I'd struggled

568
00:29:37,830 --> 00:29:40,560
to find some relevant conversations.

569
00:29:40,560 --> 00:29:44,880
Yet, there are five
episodes discussing online,

570
00:29:44,880 --> 00:29:49,126
Zoom fatigue, AI, to name a few.

571
00:29:49,126 --> 00:29:53,850
Two episodes on listening
and artificial intelligence,

572
00:29:53,850 --> 00:29:57,720
one with Scott Sandland,
where he's discussing

573
00:29:57,720 --> 00:30:02,490
what age level of language
does AI currently speak,

574
00:30:02,490 --> 00:30:04,950
and would you allow this teenager to go

575
00:30:04,950 --> 00:30:07,260
and have business discussions?

576
00:30:07,260 --> 00:30:10,542
And Amy Brown, who discusses
how artificial intelligence

577
00:30:10,542 --> 00:30:12,870
and listening is helping the leader

578
00:30:12,870 --> 00:30:15,041
she works with in healthcare

579
00:30:15,041 --> 00:30:18,630
to extract and hear a lot of information

580
00:30:18,630 --> 00:30:19,890
from contact centers

581
00:30:19,890 --> 00:30:23,610
that they can build into
action plans very quickly.

582
00:30:23,610 --> 00:30:27,690
One of my surprising favorites
was Dr. Alison Barker.

583
00:30:27,690 --> 00:30:31,170
She used machine learning
to discover the language

584
00:30:31,170 --> 00:30:34,620
and dialect in laboratory rats

585
00:30:34,620 --> 00:30:37,710
to help her speed up her learning,

586
00:30:37,710 --> 00:30:39,510
as well as her ability to listen

587
00:30:39,510 --> 00:30:41,310
to the language they were using

588
00:30:41,310 --> 00:30:43,920
while she was undertaking experiments.

589
00:30:43,920 --> 00:30:48,750
So you can see there's a
very diverse perspective

590
00:30:48,750 --> 00:30:53,460
on what it means to apply
technology in over a 100 episodes.

591
00:30:53,460 --> 00:30:54,840
If you would like to

592
00:30:54,840 --> 00:30:57,120
look at your professional development plan

593
00:30:57,120 --> 00:30:59,340
and listen to a couple of podcasts

594
00:30:59,340 --> 00:31:02,970
aligned to a competency
you'd like to improve,

595
00:31:02,970 --> 00:31:06,288
visit oscartrimboli.com/competencies

596
00:31:06,288 --> 00:31:10,201
And there you'll see 30
different competencies

597
00:31:10,201 --> 00:31:14,463
mapped to each of the 120 plus episodes.

598
00:31:15,582 --> 00:31:19,590
Now, whether you wanted
to use a guided start

599
00:31:19,590 --> 00:31:23,321
listening at the levels
or explore by competency,

600
00:31:23,321 --> 00:31:26,160
I'm certain that I'm bringing to you

601
00:31:26,160 --> 00:31:28,800
the most comprehensive workplace

602
00:31:28,800 --> 00:31:31,560
listening resources in the world.

603
00:31:31,560 --> 00:31:33,360
And all of that has been created

604
00:31:33,360 --> 00:31:36,654
because you've taken the
time to listen to me.

605
00:31:36,654 --> 00:31:38,220
I'm Oscar Trimboli,

606
00:31:38,220 --> 00:31:40,710
and along with the Deep
Listening Ambassador community,

607
00:31:40,710 --> 00:31:42,360
we're on a quest to create

608
00:31:42,360 --> 00:31:46,290
100 million deep listeners
in the workplace.

609
00:31:46,290 --> 00:31:47,838
Thanks for listening.

610
00:31:47,838 --> 00:31:51,255
(tranquil ambient music)