Mopsos

My boss has decided that two people to run a corporate KM program was one too many, and my colleague and friend Gilbert Brault has been reassigned somewhere else in the company. Bad news.

Reflecting on four years working together, I was wondering this morning why this decision had such an impact on me, aside from what it says about the relative importance of my work for the company, of course. I just came across "Conversations as a Core Business Process" byJuanita Brown, which explains why:

- There was a sense of mutual respect between us
- We took the time to really talk together and reflect about what we each thought was important
- We listened to each other, even if there were differences
- I was accepted and not judged in the conversation
- The conversation helped us strengthen our relationship
- We explored questions that mattered
- We developed shared meaning that wasn't there when we began
- I learned something new or important
- It strengthened our mutual commitment

If we believe that "markets are conversations" (cluetrain again), we were actually practicing almost daily what should become the normal way of interacting with customers in the future. But it is still a long way to go. QED.

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