Eight to Late

Sensemaking and Analytics for Organizations

Two ways of knowing

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I usually don’t pick up calls from unknown numbers but that day, for some reason, I did.

“It’s Raj,” he said, “from your decision-making class.”

As we exchanged pleasantries, I wondered what he was calling about.

“I’m sorry to call out of the blue, but I wanted to tell you about something that happened at work. It relates to what you talked about in last week’s class – using sensemaking techniques to help surface and resolve diverse perspectives on wicked problems.”

[Note: wicked problems are problems that are difficult to solve because stakeholders disagree on what the problem is. A good example of contemporary importance is climate change]

Naturally, I asked Raj to tell me more.

It turned out that he worked for a large IT consulting firm where his main role was to design customised solutions for businesses.  The incident he related had occurred at a pre-sales meeting with a potential customer. During the meeting it had become clear that the different stakeholders from the customer side had differing views on what they wanted from the consulting firm. 

On the spur of the moment, Raj decided to jump in and help them find common ground.

To do so, he adapted a technique I had discussed at length in class – and I’ll say more about the technique later. It worked a treat – he helped stakeholders resolve their differences and thereby reframe their problem in a more productive way. Ironically, this led to the customer realising that they did not need the solution Raj’s company was selling. However, a senior manager on the customer’s side was so impressed with Raj’s problem framing and facilitation skills that he was keen to continue the dialogue with Raj’s company.

“We think we know our customers through the data we have about them,” said Raj, “but understanding them is something else altogether.”

–x–

In his book, Ways of Attending, Iain McGilchrist draws attention to the asymmetry in the human brain and its consequences for the ways in which we understand the world. His main claim is that the two hemispheres of the brain perceive reality very differently: the left hemisphere sees objects and events through the lens of theories, models and abstractions whereas the right sees them as embedded in and thus related to a larger world.  As he puts it:

The left hemisphere tends to see things more in the abstract, the right hemisphere sees them more embedded in the real-world context in which they occur. As a corollary, the right hemisphere seems better able to appreciate actually existing things in all their uniqueness, while the left hemisphere schematises and generalises things into categories.”

McGilchrist emphasises that both hemispheres are involved in reasoning and emotion, but in very different ways. 

In the left hemisphere, we “experience” our experience in a special way: a “re-presented” version of it, containing now static, separable, bounded, but essentially fragmented entities, grouped into classes on which predictions can be based. This kind of attention isolates, fixes and makes each thing explicit by bringing it under the spotlight of attention. In doing so it renders things inert, mechanical, lifeless. In the other, that of the right hemisphere, we experience the live, complex, embodied world of individual, always unique, beings, forever in flux, a net of interdependencies, forming and reforming wholes, a world with which we are deeply connected.”

It struck me that Raj’s epiphany was deeply connected with McGilchrist’s distinction between the ways in which the two hemispheres of our brains attend to the world.

–x–

The data we collect on our customers (or anything else for that matter) focuses on facts, attributes that are easy to classify or measure.  However, such data has its limitations. As McGilchrist notes in his magnum opus, The Master and His Emissary:

…there is [a] kind of knowledge that comes from putting things together from bits. It is a knowledge of what we call facts. This is not usually well-applied to knowing people. We could have a go – for example, ‘born on 16 September 1964’, ‘lives in New York’, ‘5ft 4inches tall’, ‘red hair’ …, and so on. Immediately you get a sense of somebody who you don’t actually know….What’s more, it sounds as though you’re describing an inanimate object…

Facts by themselves do not lead to understanding.

–x–

Understanding something requires one to connect the dots between facts, to build a mental model of what is going on. This is a creative act that requires a blend of imaginative and logical thinking.

Since mental models we build are necessarily influenced our beliefs and past experiences, it is unreasonable to expect any two individuals will understand a given situation in exactly the same way. Understanding is a mental process, not a thing, and knowledge (as in knowing something) is an ever-evolving byproduct of the process. Education is not about conveying knowledge, rather it is about helping students expand and refine their individual processes of understanding.

As Heinz von Foerster put it:

No wonder that an educational system that confuses the process of creating new processes with the dispensing of goods called ‘knowledge’ may cause some disappointment in the hypothetical receivers, for the goods are just not forthcoming: there are no goods.

Historically, I believe, the confusion by which knowledge is taken as substance comes from a witty broadsheet printed in Nuremberg in the Sixteenth Century. It shows a seated student with a hole on top of his head into which a funnel is inserted. Next to him stands the teacher who pours into this funnel a bucket full of “knowledge,” that is, letters of the alphabet, numbers and simple equations.”

The entire business of education is predicated on the assumption that knowledge is transferable and is assimilated by different individuals in exactly the same way. But this cannot be so. As von Foerster so eloquently noted, “the processes [of assimilating knowledge] cannot be passed on… for your nervous activity is just your nervous activity and, alas, not mine

Since assimilating knowledge (understanding, by another name) is a highly individual activity, it should not be surprising that individuals perceive and understand situations in very different ways. This is precisely the problem that Raj ran into: two stakeholders on the client’s side had different understandings of the problem.

Raj adapted a sensemaking technique called dialogue mapping to help the two stakeholders arrive at a shared understanding of the problem. The technique itself is not as important as the rationale behind it. And that is best conveyed through another story.

—x–

Many years ago, when I worked as a data architect at a large multinational, I was invited to participate in a regional project aimed at building a data warehouse for subsidiaries across Asia. The initiative was driven by the corporate IT office located in Europe. Corporate’s interest in sponsoring this was to harmonize a data landscape that was – to put it mildly – messy. On the other hand, the subsidiaries thought their local systems were just fine. They were suspicious of corporate motives which they saw as a power play that would result in loss of autonomy over data and reporting.

The two parties had diametrically opposite understandings of the problem.

Around that time, I stumbled on the notion of a wicked problem and was researching ways to manage such problems in work contexts. It was clear that the solution lay in getting the two parties on the same page. The question was how.

The trick is to find a way to surface and reconcile diverse viewpoints in a way that takes the heat out of the discussion.  One therefore needs a means to make multiple perspectives explicit in a manner that separates opinions from individuals and thus enables a group to develop a shared understanding of contentious issues. There is a visual notation called Issue Based Information System or IBIS that can help facilitators do this.  Among other things, IBIS enables one to capture the informal logic of a conversation using a visual notation that has just four node types (see Figure 1).

Figure 1: IBIS node types

In brief: questions (also called issues) capture the problem being discussed; ideas are responses offered to questions; pros and cons are arguments for and against ideas. The claim is that the informal logic of conversations can be captured using just these four node types.

After playing around a bit with the notation, I was convinced it would be of great value in the discussion about the corporate data warehouse.  A day prior to the meeting, I met the project lead to canvass the possibility of using IBIS to map the discussion. After seeing a brief demo, he was quite taken by the idea and was happy to have me use it, providing the other participants had no objections.

The discussion took place over the course of a day, with participants drawn from three groups of stakeholders: corporate IT, local IT and business reps from the subsidiaries.

Mapping the conversation using IBIS enabled the group to:

  1. Agree on the root (key) question – what approach should we take?
  2. Surface different ideas (options) in response to the question.
  3. Capture arguments for and against ideas.

As the conversation progressed, I noticed that IBIS took the heat out of the discussion by objectifying discussion points. It did this by separating opinions from their holders.   This made it possible for participants to understand (if not quite accept) the rationale behind opposing perspectives. This led them to a more nuanced appreciation of the problem and the proposed solutions.

As the morning wore on, the group gradually converged to a shared understanding of the problem.

By the end of the discussion, it was clear to everyone in the meeting that a subsidiary-focused design that enabled a consistent roll up of data for corporate would be the best option. 

Those interested in the details of what I did and how I did it may want to have a look at this paper. However, I should emphasise that the technique is not the point. What happened is that the parties involved changed their minds even though the facts of the matter remained unchanged, and the point is to create the conditions for that to happen.

–x–

The event occurred over a decade ago but has gained significance for me over the years. As we drown in an ever increasing deluge of facts, we are fast losing the capacity to understand. The most pressing problems of today will not be solved by knowing facts, they will be solved by knowing of the other kind.

–x–x–

One Response

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  1. Good to see this post recycled. A minor formatting suggestion: “pros” in the text under Figure 1 could be italic.

    Like

    bobcorrick

    October 6, 2021 at 5:13 pm


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