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5 Things Ive learnt about Training and Presenting from Disney

The last week has been absolutely incredible. The Agile 2010 conference seemed to be heaps bigger and better than last years conference and that seems to be a continuing trend. I was able to deliver a solo workshop on "Making Feedback work in Your Teams", to a packed house. More on that later, but the best feedback comment I got was, "I could listen to Sumeet all day!". Well, whoever wrote that, thank you! Im sure if you do spend a day listening to me, youll quickly realise how awful I can sometimes be. I spent a significant amount of time chatting with Martin Fowler - which may seem surprising, given Martins a fellow ThoughtWorker, but then hes been busy writing his book, so we havent seen him in India much recently. And I had Esther Derby walk up to me at the end of my talk and call me her ally, which was particularly heartening - thanks Esther for being a valuable participant in my workshop! Ill be particularly delighted if I could someday join forces with Esther and deliver a joint workshop on feedback in Agile teams.

But todays blogpost isnt about the conference and Agile. Today I want to share with you one of the most magical experiences in my life and what Ive taken away from it as a learning and development professional. So, some context - the conference was supposed to happen in Nashville, Tennessee. Unfortunately Nashville was hit by one of the biggest floods in many years and that made us move the conference venue to the Walt Disney World Swan and Dolphin Resort. At first I was a bit disappointed - Im not one for amusement parks and in fact, I passed up my first opportunity to be at a Disney World in Hong Kong because I dont really care for the rides. "Just another amusement park.", I thought. Then again, I dont like sitting in a hotel when Im in a new place and if I was going to be in Orlando, I had to go to Disney World if only for the record. Having spent time at the four major Disney World parks, I now have a completely changed opinion. In that itself, Ive learnt a lesson to never judge a book by its cover. The magic of Disney World is something for you to see to believe. If you dont like amusement parks, my words will have little effect on you, but I know that if you do chance upon this amazing place, youll understand why Disney World is such a popular destination. Each day that I visited the place, I felt a strange heart warming happiness - unlike anything Ive ever felt before. I felt like a child once again and yet I didnt find anything childish. There were important lessons for parents, children, professionals - in fact, I kept relating the way Disney does their business with the way we should train and present. Today, I want to share with you what Ive learnt about my trade from these dream merchants.

Keep things Simple
"I am interested in entertaining people, in bringing pleasure, particularly laughter, to others, rather than being concerned with expressing myself with obscure creative impressions." - Walt Disney
Disney movies maybe an elaborate affair in production, but for the audience, theyre incredibly simple stories and morals to digest. If you think of any movie, youll realise that the storyline revolves around a simple moral. Finding Nemo is about parents letting their children take chances and for children to realise why their parents care. Tinkerbell teaches you to believe in yourself. Toy Story and Up are about friendship, loyalty and the spirit of adventure. Theres not a tale in the Disney cabinet that takes effort to understand. I love this, because the simplicity of Disney movies make them memorable for not just youngsters, but also grown ups.

Its a lesson for trainers and presenters - simplicity takes effort. Simplicity is not equivalent to being simplistic. It takes great creativity to powerfully express an idea and yet make it easy to understand. I have never forgotten how Crush the turtle from Finding Nemo says to Marlin, "You never really know. But when they know, youll know. You know?". Im not a parent yet, but thats a great parenting lesson right there - it comes halfway through the movie after a significant amount of storytelling. The key is that Disney took the pains to tell a story that would make that message stick. And stick it has. When we do our presentations and training, whats our simple message that will always stick through? Its food for thought, isnt it?

Set a Theme
"We like to have a point of view in our stories, not an obvious moral, but a worthwhile theme. ... All we are trying to do is give the public good entertainment. That is all they want." - Walt Disney
Disney Worlds success is in being the worlds first theme park. Its not just an amusement park with rides, it tells a story. So while Magic Kingdom is about making dreams come true, Animal Kingdom is about celebrating our planets biodiversity. If Hollywood studios is about celebrating backstage action from our favourite movies, Epcot is about education, science and innovation. Every corner of these parks, stays true to its theme. Steve Jobs, one the best presenters of our era, does this with uncanny predictability. For example when he keynoted Macworld 2008 to announce the Macbook Air, he started off with the theme, "Theres clearly something in the air today." To this day, it remains one of his most memorable keynotes in the way he introduced his latest family of notebooks.

Themes allow our brains to relate items of information to each other. Our brain stores related information in contiguous areas, firing more neurons which eventually leads to better retention. Dr John Medinas book on Brain Rules is a fantastic text on how our brain works and even he says, "Our brain pays attention to patterns." So create that pattern by setting your theme and watch your audience sink into the experience.

Entertain before you Educate
"Your goal is to entertain, not only inform. The funnier you are, the more people will know youre smart because it takes great intelligence to be funny." - Guy Kawasaki
I spent a lot of my time in Epcot, Disneys educational park. I was particularly amazed at how Disney has gone to great lengths trying to make education fun. I wish Id experienced this as a kid - I would have taken a stronger interest in science. Each ride was not just fun, but it was memorable. On Mission Space, I learnt how astronauts have to train to go on outer space missions. On Soarin I learnt about California and its beautiful landscapes. On Living with the Land, I learnt how new ways of making agriculture more productive. On Test Track, I learnt how car manufacturers test their vehicles. On each of these rides, I learnt a little bit but had heaps more fun. Our brains are conditioned to remember interesting events. To create strong memories, we need an affective context. Disney creates an affective context on each of their rides and shows and I think if I can find use for some of the things Ive learnt, Im unlikely to forget these experiences.

As Dr Medina says, "The brain doesnt pay attention to boring things, and Im as sick of boring presentations as you are." That statement is quite conclusive in that we need to do more to make our topics interesting and fun for our audience. Hiding behind the excuse that a topic is dry isnt enough anymore; in fact, its a waste of time. If we care about our topics enough, we need to find ways to make them interesting. Sometimes its not easy and we need inspiration. Hans Roslings fun talk on an incredibly dry topic, is testimony that this is possible.

Create an Immersive Experience
"Until a character becomes a personality it cannot be believed. Without personality, the character may do funny or interesting things, but unless people are able to identify themselves with the character, its actions will seem unreal. And without personality, a story cannot ring true to the audience." - Walt Disney
One of the key things I noticed with the Disney World experience is how committed the entire crew is to ensuring that youre totally immersed in the experience. When you enter the haunted mansion, its not your ride that begins, your attendant emerges saying, "Your time has come." When I got onto the Kilimanjaro Safaris, it wasnt about getting onto a jeep - it was about going on a two week trip and keeping your eyes out for poachers. The attention to detail is so minute that when you take the train from Rafikis planet watch, you dont go to the Africa exhibit, your attendant sees you off to Harambe village in Africa. The Asian exhibit has moisture affected walls just as youll see in India; a dhobi ghat with clothes strewn across the steps just as youll see at many places in our country. All the Disney characters stay true to their mannerisms, every moment of the day. For long everything felt so real that I believed I was walking through a real life Disney movie!

The immersive experience creates hugely memorable experiences. The race to find the poachers, the quest for the Iguanadon before asteroid impact on earth, the extreme g-forces when our rocket took off from the space station, have created a huge impression on me, which Im unlikely to forget. This is a crucial lesson for trainers in particular - we learn lessons where were kinesthetically part of an experience. As Nick Shackleton-Jones often mentions - its ridiculous to think about learning as just knowledge transfer. The trainer of the future, inspires and involves learners in an experience of co-creation through storytelling, scenarios and simulations. Our approach with ThoughtWorks University has been a step in this direction.

Performance Counts
"Fantasy, if its really convincing, cant become dated, for the simple reason that it represents a flight into a dimension that lies beyond the reach of time." - Walt Disney
At Disney World, the show takes precedence over everything else. Perfectionism is the name of the game and youll notice that theyve gotten so good with their shows that they know how to run them without fail, each time. They dont put a step wrong, whether its Donalds walk, Mickeys wave, the fireworks at Magic Kingdom or the Jammin Jungle Parade. It appears theyve practiced so hard that to improvise is never a chore. The flawlessness of execution is something for you to see, to believe me. The result is a perfect show thatll ring in your memory for years to come. As practicing experts, were in a similar situation when we teach or present. We can choose to go out there and play it by ear, or do our audience a favour and practice diligently. Theres heaps we can learn from the art of public performance, and we owe it to our audience to give them the most engaging, interesting and entertaining learning experience possible. The thought about performance also reminds me that Disney doesnt overdo live performances. If theres something that could be a recording, then they just leave it that way. For example the briefings for the rides - they seem live, but theyre not! This is yet another lesson for us - never do a live demo if it doesnt add significant value. Its a recipe for disaster, creating an additional point of failure for your presentation or workshop. This is not to say you shouldnt do anything live. You just need to be pragmatic about whats valuable and whats not.

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Its tough to write all about my Disney experience in words. Call me shallow, corny or cheesy - there are 17 million others like me in this world! I loved being at Disney and learning about Walt has given me heaps of inspiration for the next few years. I guess it should suffice to say that Im almost a new, refreshed person after my time at the parks.

On a sidenote, please drop in a comment to let me know how you found todays article. If youre in Bangalore, do catch me for a coffee and Ill show you some of the pictures from my visits to Disney. Im in Chicago as I write this post, and Im missing the place already. I could stay there forever!

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4 Social Business Lessons I Learnt Last Week

The last week at work was great. Against several odds, we launched our internal social business platform - myThoughtWorks. The uptake until now with just three working days of operation, has been tremendous. Weve seen 1016 documents, 347 social bookmarks, 294 threads and 293 blogposts on the platform from about 524 contributing users. 1310 of our 1700 users are active on the platform and that is a huge win, given our vastly distributed nature. The last few weeks have also been a great learning opportunity for our team and while its easy to surround ourselves with those statistics and feel good about them, the truth is that our journey has only begun. In todays blogpost, I want to share with you some of my musings and our teams collective learnings from the weeks gone by.

Never Overlook Communication
I was chatting with Mark Needham last night. For all his eccentricities, Mark is a very reasonable guy and someone who just gets social media and social learning. Mark however, was one of the people who was taken by surprise with our launch of the new platform. When I spoke to him, he mentioned that while hed gotten the memos, none of them were interesting enough for him to pay any attention. It brought out a very interesting point. The meaning of your communication is in the response you get. If someone as connected as Mark knew nothing about the launch, it meant that we were perhaps not communicating effectively to get his attention. When we were launching MediaWiki in my previous firm, wed faced a similar experience. Corporate communication means nothing if no one receives your message. The success of a social business initiative does depend on effective communication leading up to the launch. This ensures that the key movers and shakers are already warming up to the idea. Shocking high potential users doesnt do much good. If one way doesnt work, try another. In coming weeks were planning several more roadshows, user meetups and other ways to make our communications click.

Understanding User Context is Key to Success
"Communication channels are highways of habit: people have their preferences and they generally stick to them." - Jono Bacon, The Art of Community
Everyone in the enterprise usually wants to contribute to its success. If social business is key to the success of your enterprise most reasonable people will want to jump in. Provided of course, you communicate well enough. This being said, we need to be empathetic towards the slower adopters. Its often not a lack of will to contribute, but the limitation of the performance context that stops people from being gung-ho adopters. Let me give you an example. Our most recent social learning implementation rests on the Google stack. We use Google Sites as a wiki, Google Groups for discussions, Google Chat for chatrooms and Google Videos for media sharing. The heart of the implementation however is Google Groups. For consultants at client site who are often coding at client computers, the easiest way to stay in touch with the rest of the company is email. When you add to that, limited access to ThoughtWorks systems, accessing any other platform becomes a big challenge. Google Groups gets around this problem quite well by providing simple mailing lists for communities. It also helps that a vast majority of western software developers like mailing lists! The move to a social business solution is great for our enterprise if adoption keeps going up as it has in the last three days. Adoption also depends on our empathy and responsiveness for user mindsets and context. In coming days we need to find ways not just to make things like email integration and mobile access seamless for our onsite consultants, but also to ensure that we can build such relationships with our clients that its not taboo to access the enterprise social network while onsite.

Choice is not Always a Great Thing
Every time you provide an option, youre asking the user to make a decision. - Joel Spolsky
Social media has transformed my learning and theres no doubt about that. I do remember though that when I first saw Twitter, I couldnt wrap my head around it. Its quite simple isnt it? Just 140 characters! For some reason I just didnt get it. The process of finding people to follow, setting up a client that works for you, choosing hashtags that matter was just too complicated for me back in the day. Ive struggled similarly with Facebook when it was new. Social media is like that. It becomes powerful when you make the right choices and personalise effectively. Personalisation however, is about making several choices and not everyone is happy to have choice. This is the part of the social business puzzle we need to figure out. While we want most people to make meaningful choices, how can we create useful defaults that the average user can get away with? The shorter the setup time, the easier it is to dive in and participate.

Intuitive is an Overloaded Word
We use the word intuitive way too loosely in design circles. We often debate pointlessly around little things thatll make our interfaces intuitive. This often reminds me of the old BSD bikeshed painting analogy that Sriram Narayanan pointed me to. The fact is that the little things that make a platform intuitive for one are the same things that make it unintuitive for another. Intuition is really a factor of context, experience and familiarity. When my mental model matches the model that an application provides, it seems intuitive. When mental models clash, its unintuitive. The catch with social business implementations is that they are unlikely to be intuitive to users that are unfamiliar with the social paradigm. In fact, I can say that even experienced users of social media who dont use it in a business context are likely to struggle at time. So instead of fussing over how to make the experience intuitive, its crucial that we make the experience learnable. Theres also no substitute to providing people support when they need it. Complaints are good - they are opportunities to connect with users, educate them and build relationships. Nikhil Nulkar, our enterprise community facilitator (a.k.a ninja) is great at doing just this.

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Learning is a continuous process and after going through several social learning initiatives and experiments, Im glad to be implementing a proper social business solution for my employers. Im learning heaps about this stuff, and as time goes on I want to share these insights with you. Id love to hear your thoughts about todays musings so please drop a line in the comments section and tell me.

Im going to be at Learning Solutions 2011 next week, so if youre in the vicinity please come and say hello. Itll be great to catch up.

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