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玩出好团队,小积木帮大忙 LEGO Serious Play Case Study

谁说乐高只是小孩子的积木玩具?乐高针对企业市场开发的「乐高认真玩」(Lego Serious Play)系列产品,近年在全球陆续获得企业采用,扮演引导内部创意训练丶团队沟通的工具,台湾的全家便利商店,就是一例。
2008年,全家开始在内部推动建立品牌的工程,以面对“Challenge”(挑战)与“Change”(改变)为主题,由全公司共100个单位各派一人,合组成「CG代表」,在每年底针对来年的发展计划共同讨论,从最基层的单位向上凝聚成整体策略。
「品牌建立的过程,必须先内而外,要先让内部对品牌有共识,进而向外推广,」全家公共关系暨品牌促进室部长林翠娟指出。
2009年底,全家CG代表的主题为「建立团队」,目标是透过团队合作,提供顾客更高的价值。林翠娟说:「团队合作谁不懂?但要如何做?内容讲起来很抽象,每个人讲的话就像飘在空中。」
为了让彼此沟通更准确,全家在这一年,透过乐高认真玩,将100位CG代表,分成4组,举办了4场全天的工作营。具体做法,就是由每个人将心中认为「团队合作是什麽」,用乐高积木拼出模型,把抽象的概念具体化。
用积木,把重点聚焦+具象
只要把心中认为最重要的一个概念表达出来,模型不用太复杂,就能产生沟通的效果。林翠娟举例,让参加者印象最深刻的模型之一,是一位成员指出:「团队合作,要处处充满像雪糕般的激励。」意思是,只要给同事简单几句口头上的赞美,就更能促进团队合作。而他只用了一个长方形与一个长柱型的积木,就呈现出雪糕的样子,并点缀两朵可以转动的花朵,代表心花怒放。
为了强化大家的印象,全家将包涵雪糕在内的几件让人印象深刻的模型,制成和人一样高的大型纸板,放在会议室或是公共场合,等於不断提醒所有人,只要看到雪糕模型,就不要忘记适时给同事赞美。
负责从旁协助丶两岸首位通过「乐高认真玩」认证的奇岩智略引导顾问蔡宇振指出,透过这样将概念建构模型丶赋予意义丶产生对话的过程,可创造出深刻沟通的效果,「对话的过程比结果重要,因为能逐步建立共识」。他举例,谈到团队合作,每个人心中都会有很多想法,但为了透过积木模型呈现,每个人会反覆思考一项重点表现,通常经过两轮後,大家脑海中就会出现团队合作的意识。
林翠娟进一步指出,这样的沟通方式,也可避免冲突。她举例,谈到团队合作,难免会讨论到本位主义,最後演变成各部门互相指责,但是转个弯,纯粹就积木论积木,尖锐的对立局面就能因此避免。
持续发展图像沟通,效果扩散
然而,透过「乐高认真玩」,只是开启彼此沟通对话的引子,後续还必须转变为具体行动。以全家为例,CG代表的讨论成果要带回各自部门丶传递出去才算成功。林翠娟指出,有了透过建构积木模型引导对话的经验,各代表回到各部门的会议上,尽管没有积木丶没有引导顾问,但透过纸黏土丶画图等各种其他工具,同样能建立起团队合作的概念。
大家玩积木的成果,也反馈给全家高层主管,变成经营管理的策略。林翠娟指出,因为CG代表来自各基层单位,讨论内容非常受到总经理张仁敦重视。在4场工作营中,大家都提到团队合作必须目标清楚,避免多头马车,因此张仁敦在经理级会议上不断提醒干部,领导团队必须要有清楚的目标。例如,过去全家只订业绩目标,在建立「目标清楚」的共识後,各部门主管开始花更多心力在讨论如何达成的做法上,让员工有更明确的遵行方向。
这项改变产生的效果明显。2010年针对员工进行的工作环境满意度调查,来自管理层面的支持,满意度从2009年的58.5%,大幅提升为2010年的72.2%,等於是基层对管理干部的高度肯定。 善用看似一个微小的乐高积木,对企业所产生的影响,也能十分巨大且深远。
转载自:Cheers 杂志128期
作者:李欣岳
RUN Solution 提供 LEGO Serious Play workshop 给企业内部培训,联络我们+6010-7607087,我们将免费提供咨询与设计适合您公司的培训计划。
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