Video and slides synchronized, mp3 and slide download available at URL http://bit.ly/2lBEhRA. Jake Zukowski talks about the constructive negotiation, pairing inclusivity and the decisive mindset to help diverse teams deliver quickly while still leveraging their strengths. He talks about how integrating empathy into a tech culture is a good move. However, an empathetic team mindset when applied incorrectly can lead teams to a consensus culture, destroying a product or service in its tracks. Filmed at qconsf.com. Jake Zukowski works as Interaction Design Director in Fjord’s Seattle studio.

1. MAKE BETTER
DECISIONS TOGETHER

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Watch the video with slide
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https://www.infoq.com/presentations/
team-negotiation

3. Purpose of QCon
- to empower software development by facilitating the spread of
knowledge and innovation
Strategy
- practitioner-driven conference designed for YOU: influencers of
change and innovation in your teams
- speakers and topics driving the evolution and innovation
- connecting and catalyzing the influencers and innovators
Highlights
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Presented at QCon San Francisco
www.qconsf.com

4. JAKE
ZUKOWSKI
INTERACTION
DESIGN
DIRECTOR AT
FJORD

5. HAPPY ELECTION DAY
REMEMBER
TO GET YOUR
FREE KRISPY
KREME
DONUT
TODAY!

6. EVER NOTICE IT’S
EASIER TO MAKE
DECISIONS IN
STARTUPS?

7. Strength lies in
differences, not in
similarities.
– Stephen Covey

8. 6
DIVERSITY BREEDS INNOVATION
AND INNOVATION BREEDS SUCCESS
Forbes study has identified
workforce diversity and
inclusion as a key driver of
internal innovation and
business growth.
University of Michigan study
showed that groups of
diverse problem solvers can
outperform groups of high-
ability problem solvers.
According to McKinsey,
companies with diverse
executive boards enjoy
significantly higher earnings
and returns on equity.

9. Progressive has used
its inclusive strategy
to outpace the market
in terms of customer
satisfaction and
shareholder value.

10. OUTPACING THE
DOW JONES AVERAGE
BY 20%

11. Diversity and
independence are
important because the
best collective decisions
are the product of
disagreement and
contest, not consensus
or compromise
– James Surowiecki

12. DISAGREEMENT AND
CONTEST,
NOT CONSENSUS OR
COMPROMISE

13. HOW DO YOU SQUARE
INCLUSIVENESS WITH
DISAGREEMENT AND CONTEST?

14. DOESN’T DISAGREEMENT
AND CONTEST
KILL A CULTURE?

15. NO

16. CONSENSUS
KILLS CULTURE

17. CONSENSUS IS
THE KRYPTONITE
OF BEING BOLD

18. CONSENSUS
GIVES POWER TO
DEBBIE DOWNER

19. CONSENSUS
TYPICALLY LEAVES
EVERYONE UNSATISFIED

20. WE MOVE
SO SLOWLY WE NEVER
TAKE A RISK
WE CAN’T
MAKE A
DECISION
THE EFFECTS

21. Nothing is what happens
when everyone has to
agree.
– Seth Godin

23. CONSENSUS AVOIDS
CRITICAL
CONVERSATIONS

24. OK, I’M SOLD. NO MORE
CONSENSUS CULTURE.
BUT WHAT IF I HAVE
A STALEMATE?

25. YOU NEED A
NORTH STAR VISION

26. BUT CREATING ONE
CAN BE DAUNTING

27. THE AVERAGE
WALMART HAS
144,000 ITEMS

28. DOES ANYONE
FIND THIS TO BE
A PLEASANT EXPERIENCE?

29. abundance
of choice
decisions
are
muddied
simplify
expectations
and
find meaning
THE CHALLENGE

30. 28
LIQUID EXPECTATIONS
TRANSCEND TRADITIONAL BOUNDARIES
why can’t checking in/
out of my hotel be as
easy as using Uber?
why can’t my cell
phone bill be as easy
to read as Mint.com?
why can’t everything
be as easy to find as it
is on Google?

31. 29
LIQUID EXPECTATIONS
IN THE FINANCIAL SERVICES SPACE
DIRECT COMPETITORS
EXPERIENTIAL COMPETITORS
Services that change customer expectations – and raise them for yours
PERCEPTUAL COMPETITORS

32. THE WORLD
IS MORE AMBIENT
THAN EVER BEFORE

33. 31
MORE PLATFORMS
HAS MADE IT HARDER
TO FIND A COHERENT VOICE.
MS L XLXS XXL
Retail Superstore

34. AND MORE DATA
DOESN’T NECESSARILY MEAN
MORE INSIGHT

35. AS A RESULT, WE’VE
LOST SIGHT OF THE
CONSUMER AND WHAT SHE
FINDS MEANINGFUL.

36. DETERMINING WHAT’S
MEANINGFUL IS THE KEY
TO WHAT DRIVES
INNOVATION AND VALUE

37. WHAT DRIVES
INNOVATION AND VALUE
HELPS TEAMS TO
CLARIFY THEIR GOALS

38. FIRST,
CREATE THE RIGHT
FRAME TO THINK ABOUT
THE WORK

39. PROVIDE
FINNAIR’S
CUSTOMERS
WITH THE
BEST DIGITAL
TRAVEL
EXPERIENCE
WE BUILD
PEACE OF
MIND IN OUR
AIR
TRAVELERS

40. WE BUILD PEACE OF MIND IN OUR AIR TRAVELERS

41. HOW DO YOU BUILD A
CUSTOMER-FOCUSED
VISION STATEMENT?
TALK WITH
YOUR
CUSTOMERS

42. ACTIVE LISTENING
AND TECHNIQUES OF
ANTHROPOLOGY

45. HOW DO YOU BUILD A
CUSTOMER-FOCUSED
VISION STATEMENT?
TALK WITH
YOUR
CUSTOMERS
TALK WITH
YOUR CO-
WOKERS

46. WHO HAS EMPATHY
WITH YOUR CUSTOMER?
Hello
I am your…
Designer
HelloI am your…
Awesome Sales Person
Hello
I am your…
Customer
Service Rep

47. YOU HAVE A GOOD
VISION WHEN
TEAM MEMBERS USE IT
TO MAKE DECISIONS

48. BUT WAIT.
SHOULDN’T THIS BE SET
BY LEADERSHIP?

51. HOW DO YOU
RECOGNIZE
DESTRUCTIVE
BEHAVIORS?

52. OUR BRAINS
ARE WIRED FOR
FIGHT OR FLIGHT

53. FIGHT
Easier to recognize
in others. But how
can we recognize it
in ourselves before
we get to an
uncontrollable point?

54. FIGHT
• Pointing
• Standing or hovering
• Patterns of language
• Mouth dries out
• Voice raises

55. FLIGHT
Typically we see this
as the more
“rational” and
“humane” response,
but it is destructive
as well.

56. FLIGHT
• Immediate need to
remove yourself
from a situation
• Quiet up with no
opinion given
• SPOOMA-like
behavior.

57. SPOOMA
LOOK AT THE CONTENT
AND THE CONDITIONS

58. SHOULDN’T I JUST BE
HONEST AND DIRECT
WITH MY FEEDBACK?

59. GETTING RESULTS VS.
KEEPING A RELATIONSHIP
GETTING RESULTS AND
KEEPING A RELATIONSHIP

60. IN A CONVERSATION,
ASK YOURSELF …
What do I really want for myself?
What do I really want for others?
What do I really want for our product or service?
How should I behave if I wanted these results?

61. IN SUMMARY …
Destroy consensus, before it destroys you.
Create a north star customer-focused vision of your
product or service to help clarify organization goals.
Communicate to get results and keep a relationship.

62. THANK YOU
Jake Zukowski, @jakez
Be cool like Chris and tweet at me

63. Watch the video with slide synchronization
on InfoQ.com!
https://www.infoq.com/presentations/team-
negotiation