Patricia Franklin - The Effective Use of Subject Matter Experts in Serious Games

1. The Effective use of Subject MatterExperts in Serious Games Patricia Franklin ~ Serious Play Conference University of Southern California July 21th -24th, 2014 Copyright 2014 The Learning Alchemist

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4. Subject Matter Experts Our keepers of the flame Copyright 2014 The Learning Alchemist

5. SME-based Serious Games can: Integrate knowledge-sharing and processes with an organization’s strategic business objectives Integrate knowledge-sharing with performance management processes -- making it a core competency Reward experts who are recognized for participation Encourage employees to see knowledge-sharing as a leadership development opportunity What’s not to love? Copyright 2014 The Learning Alchemist

6. Simulations Tell me and I'll forget. Show me and I may remember. Involve me and I'll understand. -- Chinese Proverb ←Simulations Copyright 2014 The Learning Alchemist

7. Think Like a Game Designer Dramatic Arc: Set Up Dilemma Chaos Resolution Emotions-driven Interactivity Perfect Teaching Moment Emotion Drives Engagement Tough lessons in Safe Environment Interventions– SMEs Mentors Meta Mentors Resources Copyright 2014 The Learning Alchemist

8. Think Like a Game Designer Act 4: Resolution Dramatic Arc Act 1: Set Up Act 3: Chaos Act 2: Dilemma Copyright 2014 The Learning Alchemist

9. Emotion Drives Engagement Make Consequences Count. Copyright 2014 The Learning Alchemist

10. SMEs

11. Mentors Copyright 2014 The Learning Alchemist

12. Heroes Heroic Leaders Meta Mentors are: Inspiring Impactful They’ve Got Grit Copyright 2014 The Learning Alchemist

13. Don’t Die with the Music In You Subject Matter Experts Mentors Transformative Learning Learning Transformative SssStory Meta Mentors Simulation Simulation Copyright 2014 The Learning Alchemist

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15. SMEs come in all Shapes, Sizes & Attitudes. Copyright 2014 The Learning Alchemist

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28. Sponsor Identifies the expert Copyright 2014 The Learning Alchemist

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30. What’s the Sponsor’s Vision? Copyright 2014 The Learning Alchemist

31. Research Think about why the person has been identified as an expert. Find out everything you can: History with the organization Accomplishments and successes Special skills and abilities Relationships with customers/constituents and other employees. Learn about their failures Copyright 2014 The Learning Alchemist

32. Kick Off Meeting Tell SME what you want ahead of time. Set time limit / series of meetings. Drop by their office. “Read the room.” Break the ice. Copyright 2014 The Learning Alchemist

33. What are they passionate about? • What do they want to be recognized for? What’s W.O.W. worthy? Copyright 2014 The Learning Alchemist •

34. Be a Star Copyright 2014 The Learning Alchemist

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36. Terry Gross "A remarkable blend of empathy and warmth, genuine curiosity and sharp intelligence," says the San Francisco Chronicle. "Anyone who agrees to be interviewed must decide where to draw the line between what is public and what is private," Gross says. "But the line can shift, depending on who is asking the questions. What puts someone on guard isn't necessarily the fear of being 'found out.' It sometimes is just the fear of being misunderstood." Copyright 2014 The Learning Alchemist

37. How to Express Understanding • No judging • Feel people’s feelings • Eye contact • Let them talk, vent • Body contact • Sharing, relating experiences • Be patient • Show you are listening • Acknowledging • Paraphrasing Copyright 2014 The Learning Alchemist

38. Watch outs: • Closed Questions • Pretend you are listening • Hijack the conversation • Judgment / blame • Avoid eye contact • Yawning • Talking • Harping on mistake • Give them a solution or advice w/o permission • Not caring • Dismissive • Distracted Copyright 2014 The Learning Alchemist

39. Watch outs: “Eww” “Oh yeah? Is that all you got?” Copyright 2014 The Learning Alchemist

40. Establish Trust Copyright 2014 The Learning Alchemist

41. Hone Your Interview skills • Respect • Reinforce Trust • Positive feelings, environment • Active listening Copyright 2014 The Learning Alchemist

42. One thought per question. Ask questions that ask: Relevant, factual, specific info Small Talk First. How do you feel about x (the product, relationship, etc.) How long have you worked on this project? How do people most benefit from ... Copyright 2014 The Learning Alchemist

43. SME “Star Turn” Repurpose audio for simulation interventions. Test Recording Equipment Takes Notes Log Time Code Copyright 2014 The Learning Alchemist

44. Open-ended Questions 1. Cannot be answered with a simple “yes” or “no.” They “open up” the dialogue. 3. “What” “How” “Who” “When” “Why.” “What do you think about...?” “What qualifications are required?” “How do you feel about...?” 4. Be careful when asking “Why” questions so they don’t come across as confrontational. 5. Objective questions. These ask for specific information. “What was the evidence?” ”How have you been handling this process?” “What factors are necessary to raise the bar?” 6. Problem-solving questions. Ask these when you want action ideas. “What should you do next?” “How would you implement the steps we just discussed?” Copyright 2014 The Learning Alchemist

45. Closed Questions • Closed questions often begin with “Are” “Can” “Did” “Do” etc. • Closed questions also come in different types: Identification questions ask “What kind of gizmo is this?” “Who is responsible for this...?” • Selection questions ask “either/or.” “Who is right, the manager or the employee?” • Yes/no questions. “Does this customer need this?” “Has the new process been presented to the managers?” Copyright 2014 The Learning Alchemist

46. Idea Questions These questions usually start with the words: • “Imagine... • “Suppose... • “Predict... • “If..., then... • “How might... • “Can you create... • “What are some possible consequences... • Some examples of idea questions are: • “Suppose XYZ were to happen within the next three months. How would that affect team dynamics?” • “If our founder returned today, what would she think about the changes?” • “What are some possible consequences if employees do not accept this initiative?” Copyright 2014 The Learning Alchemist

47. Focused Questions Ask focused questions to elicit facts or concepts. • Recalling facts. “What is the function of [this program]?” • Defining terms. “What is a [bit, byte, gigabyte]? • Categorizing. “What characteristics do all these [services] share?” • Confirming. “When have you seen anything like this before?” Copyright 2014 The Learning Alchemist

48. Establish a Logical Flow • • • • • • What (is the process, principle, practice, idea, overview?) Why (is it important?) Who (is the customer/constituent, user, provider, deliverer, recipient?) When (is this best used, applied, practiced, delivered?) Where (is it best used, applied, practiced, delivered?) How (do you do what you do?) • Be explicit about what you want respondents to do: – tell a story – offer tips and insight – outline a process – provide opinion pointers, etc. • Be considerate of experts’ time by preparing well in advance. – This will also reduce editing time. Copyright 2014 The Learning Alchemist

49. Follow-Up Questions  Can you explain what you mean by that?  Can you give us an example?  How often does that happen?  Has that ever happened before?  How do you know that?  How would someone else know that?  What was your (his/her) role in that?  What happened next? Copyright 2014 The Learning Alchemist

50. Tips Never:        Anticipate what's coming Interrupt Finish sentences Criticize Argue Show Bias Stereotypes      Tolerate silence: Elicit deeper thoughts More consideration Juicier facts "I shouldn't probably be telling you this, but..:" Copyright 2014 The Learning Alchemist