Themes:

-Enterprise as a social system
-Conversations that bind social systems
-Creating and delivering value
-Creating new knowledge and understanding

Issues:

-Personal action based on understanding of social systems
-Building trusting relationships
-Delivery of high levels of value to guests
-Cross functional cooperation and communication

Concepts:

Conversation
Social systems
Living systems
Value
Learning
Operations
Guests
Hospitality

Skills:

1. Define complex sets of relationships in social system
2. Conduct conversations on social systems and value generation
3. Model social system and value understanding
4. Build team focus around value creation
5. Coach team members on delivery of value

Materials

Time

Process

 
Flipchart:

Markers

Handouts

Segment time:
15 minutes

Running time:
15 minutes

Introduction

Introduce the outcomes expected from self-study learning assignments three and four.  Have outcomes pre-written on flipchart. Tape outcomes on wall for rest of session after they are introduced.

Discuss objectives for today's session. Ask for managers objectives for today's session. Have objectives pre-written on flipchart. Capture manager objectives on flipchart as well and post both on wall for the rest of the session.

1 Flipchart sheet on each table

Cup of markers on each table

Masking tape

Café etiquette table cards

Segment time:
2 hours

Running time:
2 hours 15 minutes

Note to trainer: Review in depth the the world café process well before proceeding. Room set up and conversation processes are critical to this powerful process.

This process demonstrates in a very real way the power of conversation within a social system. Through the café process, managers will experience what conversation can do within their work settings.

• Make sure that the room is set up in the café style outlined in the manual. Use the small dining room tables.
• Go over the ground rules and the process with the managers.
• Introduce the question that will be the topic of conversation at this café. A recommended question might be:
  • How do we provide both operational excellence and customer intimacy while creating profit and growth?
• Have each rotation between tables last 20 minutes. Allow 5 minutes between each rotation. Go four rounds and have the managers return to their original table on the fourth round.
• After the fourth round, have each table put on the wall the results of their conversations. Allow 20 minutes for people to walk and reflect on the results before taking a break.

Segment time:
15 minutes

Running time:
2 hours 30 minutes

During the break, assess where you are in respect to the schedule. 

• If the group is interactive and responsive and the session is running over, complete the exercise and then break.
• Negotiate a shorter break if possible. 
• If  the group is reserved and you end early, take the break when finished and then continue with the next part of the café process. 

1 Flipchart sheet on each table

Cup of markers on each table

Masking tape

Café etiquette table cards

Segment time:
45 minutes

Running time:
3 hours 15 minutes 

Note to trainer: Review in depth the the world café  process well before proceeding. Room set up and conversation processes are critical to this powerful process.

Bring the whole group back into café table seating. This next segment is a whole group conversation designed to share insights, understandings, learning's, emerging themes, and the overall experience of café conversations.

• Make sure that the ideas expressed during this segment are captured on a blank flip chart paper taped on the wall.
• Have the group come back to the wall of flip charts and have them put like ideas into groups on the large sheet of butcher paper taped on the wall. Have them draw, or illustrate their thoughts as well. Have them develop the ideas captured in this format with examples and explanations as well.

Paper written in week 4

Paper to take notes on for each manager

Pens or pencils

Segment time:
30 minutes

Running time:
3 hours 45 minutes 

Note to trainer: Review the conversation strategy as a process before proceeding if needed.

Have managers return to their original tables of four. Make sure that they have brought with them their short paper on what value their department delivers. This exercise is designed to help the mangers discover the learning they have achieved during the café process and provide something to implement with their teams.

• Have each member share the concepts that he/she developed in the paper written.
• Then have them share what they may have changed or added based on what they learned today during the café process.
• After each manager shares, have the other managers at the table ask questions or offer ideas to enrich the presentation.

Flipchart

Markers

Masking tape

Segment time:
15 minutes

Running time:
4 hours

• Ask for a few examples of insights from the last exercise.
• Review objectives and outcomes and see if they were fulfilled. 
• Introduce assignments for next two weeks and go over expectations. 
• Direct to notices for updates, assignments, discussion for online conversation, and feedback.
• Questions?