I was interviewed by Gerry Gaffney for his User Experience podcast. The topic of the interview was, recursively, interviewing. You can listen to the interview below, and read the transcript here.

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Steve: Yeah there’s something about interviewing. It is such an individual and it’s such a human activity that we can talk best practices, you know, all day. I think there’s something really great that happens when people make it their own. I think this is one of those “find your own style” things. I like to be dictatorial about best practices but I also have to acknowledge very strongly that what people bring is very interesting and different. Along those lines think about introverts versus extroverts and what’s easier or different for introverts or extroverts in these kinds of situations. Extroverts of course get energy from other people, introverts get energy kind of on their own and so that starts to manifest itself in interesting ways or in silence. But also just how much of yourself do you bring to it? And so I’ve seen extroverts be very successful at establishing rapport by talking about themselves, by being very open and genuine and giving.

My tactic as an introvert is to remove a lot of myself from it and really focus on them, express my interest in them, ask questions, ask questions, ask questions, ask follow-up questions, really drive everything towards my focus on them. So my long answer there is I think there’s a personal style thing that kind of comes out. I think if you reveal things about yourself, regardless of your style, I think it needs to be very deliberate. It’s a great tactic to give somebody permission.

• [from steve_portigal] Who benefits when New York upgrades its ‘user experience’? [Capital New York] – [Somewhat rambling but interesting piece that - I think - compares the gentrification of the web to an app UX with the types of city changes New York is seeking to improve its user experience.] Try navigating most news sites and you’ll be dodging all kinds of digital equivalents to roadblocks, tourists and construction. Reading an article can sometimes require a mastery of mouse acrobatics, requiring you to steer from funny-looking links that, with just a graze over a photo, will awaken a sleeping giant ad that pop-ups up and takes over your screen, blocking the very words you were simply trying to read. Or a video will start playing, unprompted, somewhere in that digital box, and, although its sounds are blaring from your speakers, you can’t find it. You have to scroll and maneuver to figure out where the dang thing is and find that tiny pause button before your coworkers groan and tsk.
• [from steve_portigal] VW Camper Van Tent [Firebox.com] – [File this one as another entry under things-that-look-like-other-things. While the design approach here is more of a gimmick, it reveals itself as a powerful way to play with meaning and irony.] If you love music, mud and Mother Nature you’re probably heading to a camp site at some point this summer. But why take shelter in some dull, conventional tent when you can recreate the Summer of Love in the hippie-tastic VW Camper Van Tent. Officially licensed, this stunning four-man (or lady, natch) tent is a luxe, full-size replica of the iconic 1965 VW Camper Van synonymous with 60s counterculture. It’s so evocative you can almost hear the Mamas and the Papas singing California Dreamin’ every time you feast your eyes on its beautifully breadloaf-ish form. Indeed we half expected Mama Cass to tumble out when we first saw this groovy Vee-Dub. You’ll be the envy of the campsite! [Thanks, Jeff Fox!]

• [from steve_portigal] My Notes on Steve Portigal’s presentation – Design Fieldwork: Uncovering Innovation from the Outside In [The Pam] – [Pam pulls out the key points from my UIE WAMT presentation that most resonated with her.] The knowledge “You’re not your user” creates empathy, but going out to the field makes you listen and understand what your users are going through. Through fieldwork you can detect unmet business goals. Doing fieldwork can accomplish many research goals at the same time, not only about the users but also about your organizational goals.
• [from steve_portigal] Web App Masters: Uncovering Innovation with Fieldwork [LukeW] – [Luke's summary notes from my 75-minute talk.] Be a methods-polygamist. Choose, mash-up, or create a methodology based on the problem you are trying to solve. Integrate with other methods. Create a library of methods and artifacts that you can call on and modify as needed. Different methodologies tell you different things. It’s not an either or.
• [from julienorvaisas] Let’s Be Frank: Divisadero Public Discussion Board [The Bold Italic] – [Building on yesterday's quickie - here's a local example of the use of public space as a form for gathering thoughts of residents.] I think it's cool that people can participate after the event by writing their thoughts on the chalkboards. This neighborhood has evolved so much in the last few years, and I'm sure everyone who lives here has thoughts about the transformation, good and bad. I'm personally worried that the changes will leave out members of the old neighborhood, but I'm hopeful when I see the community come together on projects like these. However you feel about the change, I think it's a positive step when people are asked to voice their opinions in the process. So neighbors of Divisadero, don't be shy, what do you think the community needs?

• [from julienorvaisas] This Tech Bubble Is Different [BusinessWeek] – [Mathematicians are behind the ad-driven business-models defined in this article as the next bubble. They're tremendously successful in predicting behavior; a fact I find both intriguing and terrifying.] On Wall Street, math geeks are known as quants. They're the ones who create sophisticated trading algorithms that can ingest vast amounts of market data and then form buy and sell decisions in milliseconds. Hammerbacher was a quant. After about 10 months, he got back in touch with Zuckerberg, who offered him the Facebook job. That's when Hammerbacher redirected his quant proclivities toward consumer technology. He became, as it were, a Want. At social networking companies, Wants may sit among the computer scientists and engineers, but theirs is the central mission: to poke around in data, hunt for trends, figure out formulas that will put the right ad in front of the right person. "The most coveted employee in Silicon Valley today is not a software engineer. It is a mathematician."
• [from steve_portigal] Steve Portigal – You’ve Done All This Research… Now What? [UIE Podcast] – [A 24-minute podcast for your listening pleasure and edification] Conducting research and gathering data are crucial parts in the process of creating great design. But once you have all of the data, what do you do with it? How do you know you’re extracting the right conclusions and not leaving anything important on the table? Steve Portigal of Portigal Consulting uses the methods of synthesis and ideation to approach this crucial next step. During his virtual seminar, Steve explains that synthesis is the process of turning field data into insights and then how you move to ideation to turn insights into solutions. So many questions came up during the seminar that Steve ran out of time to answer them all. He tackles the remaining questions in this podcast.

I was recently in Toronto to speak at OCAD (Yes, we were in this awesome building) as part of the Unfinished Business lecture series. My talk looked at the notion of culture and it’s importance for user research, and design.

Culture is everywhere we look, and (perhaps more importantly) everywhere we don’t look. It informs our work, our purchases, our usage, our expectations, our comfort, and our communications. In this presentation, Steve will explore the ways we can experience, observe, and understand diverse cultures to foster successful collaborations, usable products, and desirable experiences.

Slides

Audio

I’ve split out the presentation itself from the Q&A, which was fun, challenging, and filled with big-picture type questions.

Presentation (1 hour, including a quick intro by host Michael Dila):

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Q&A (40 minutes):

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Note: In the talk (and the Q&A) I refer to my interactions article, Persona Non Grata. You can find that article here.

• [from steve_portigal] User-Led Innovation Can’t Create Breakthroughs; Just Ask Apple and Ikea [Co.Design] – [This old saw again! As if user insights and strong vision are incompatible? Shame on FastCo for this hyperbolic crap.] We asked friends on the Apple design team about user-centric design. “It’s all bullshit and hot air created to sell consulting projects and give insecure managers a false sense of security. We don't waste our time asking users, we build our brand through creating great products we believe people will love." IKEA designers don’t use user studies or user insights to create their products. “We tried and it didn’t work..”Of course, neither will say this publicly since both are extremely closed companies and would risk offending users (and the design community) by speaking out against user-centeredness. Since no one will speak up, the false value of the user-as-leader has spread. The best brands are guided by a clear vision for the world, a unique set of values, and a culture that makes them truly unique and that no user insights could ever change.

• [from julienorvaisas] Japan’s Smokestacks Draw Industrial-Strength Sightseers [WSJ.com] – [This sub-culture is exerting economic influence. I'm looking for the American equivalent.] What started as a fringe subculture known as kojo moe, or "factory infatuation," is beginning to gain wider appeal in Japan, turning industrial zones into unlikely tourist attractions. It's the Japanese equivalent of going sightseeing at industrial stretches along the New Jersey Turnpike. Unlike the tourists who visit the factories of Toyota Motor Corp. and other Japanese manufacturers, the kojo moe crowd has little interest in the inner workings of the plants. They get excited by the maze of intricate piping around the exterior of a steel plant or the cylindrical smokestacks sending up steam. [A book on the topic] lists 19 questions to test one's kojo moe credentials, including "Do you like Blade Runner?" and "Can you stare at a factory you like all day long?" Now, industrial regions across Japan are working to create factory sightseeing tours.
• [from steve_portigal] Stop Blaming Your Culture [Strategy + Business] – [A must-read. This could become the article on the topic, a companion to Porter's classic What is Strategy? REad it and pass it along.] Fortunately, there is an effective, accessible way to deal with cultural challenges. Don’t blame your culture; use it purposefully. View it as an asset: a source of energy, pride, and motivation. Learn to work with it and within it. Discern the elements of the culture that are congruent with your strategy. Figure out which of the old constructive behaviors embedded in your culture can be applied to accelerate the changes that you want. Find ways to counterbalance and diminish other elements of the culture that hinder you. In this way, you can initiate, accelerate, and sustain truly beneficial change — with far less effort, time, and expense, and with better results, than many executives expect.
• [from steve_portigal] Steve Portigal to write book on interviewing users [Rosenfeld Media] – Interviewing users is fundamental to user experience work but, as Steve Portigal cautions, we tend to take it for granted. Because it's based on talking and listening, skills we think we have, we often wing it. Sadly, we miss out on many of the wonderful opportunities our interviews should reveal. So we're thrilled that Steve, who's contributed regular columns to interactins and Core77, has signed on to write a new Rosenfeld Media book, The Art and Craft of User Research Interviewing, to help UX practitioners really succeed with interviewing. Steve's book will focus on helping practitioners to better understand users' perspectives, and to rely upon rapport as the main ingredient in successful user interviews.
• [from steve_portigal] Intel Teams with will.i.am, Black Eyed Peas Front Man [Intel] – [Is there a nomenclature convention emerging? If your corporate title is surrounded by quote marks, you may not receive the same HR benefits as others. Although it looks like he's got a badge? See you at Friday's Beer Bust!] He’s best known for being a multi-platinum music artist, producer and front man for The Black Eyed Peas, but will.i.am is also an innovator, technology fan, entrepreneur and philanthropist. With today’s announcement at the Anaheim Convention Center, the seven-time Grammy winner has added another title to his multi-faceted resume: “director of creative innovation.” As an extension of his insatiable fascination with technology, which plays a significant role in his professional and personal lives, will.i.am will engage in a multi-year, hands-on creative and technology collaboration with Intel Corporation. He already sports an Intel ID badge, which he proudly showed off at a news conference in Anaheim, where Intel is holding an internal sales and marketing conference.

All of us here at Portigal Consulting participated in Bolt | Peters’ mostly-annual User Research Friday conference (URF10) last week. URF is a conference designed to be

A full-day conference all about user research! This time it’s also two optional half-day workshops on advanced research techniques you can choose from on the preceding day. There has been an explosion of apps and services to conduct research over the past year, and so this year’s theme is “Vendor Circus.” We’ll bring user research experts together for advanced discussion, beverages, relaxed learning, and heavy socializing.

Steve and Julie also co-led an aforementioned half-day workshop on the preceding Thursday (you can read more about that here).

Friday’s line-up of presentations was interspersed with just the right amount of mingling and networking. Thoughts were provoked! Here, in no particular order, are some of them:

Steve sez
I’ve been part of “user research” type events for well over a decade, but on Friday I finally felt that our field has reached a point of maturity where events like these are effective venues to address some of the issues we’re facing. I saw a remarkable absence of posturing, very few “Gaze upon our perfect case study!” presentations, and none of the “Here’s why we can’t do research in my organization” whining. The best presentations of the day were those that explicitly raised (and often didn’t answer) questions that we should be thinking about. They brought out a certain collective humility that I found refreshing and compelling. Of course, organizers Nate and Cyd helped set the right tone through their deliberate planning to make that possible.

Julie goes on
The day featured great pacing and a spectrum of perspectives and styles of presentation. And cake-pops. I enjoyed the tension between the group’s characterizations of User Research as sometimes highly qualitative and sometimes very technology-driven/quantitative. Both camps were represented without bias. Nice! I guess we can all just get along. Several conversations I had touched on the challenge of selling the value of qualitative, consumer-based insights in a world increasingly influenced by complex tools that derive assertive analytics. Why do numbers seem to have more credibility than stories? Naturally, this seems counter-intuitive to me. Jared Spool gave some compelling ammo in his discussion of the importance of inference as a step in the analysis process of quantitative data. From a methodology standpoint, Dana Chisnell’s simple but provocative observation will stick with me: when research requires people to “pretend” to do something it exposes its flaws.

Wyatt burbles
The highlight for me was Dana Chisnell’s presentation, which reminded me to check myself before I wreck someone else’s user experience– specifically, pointing to something I would call “legacy metaphors” (although I’ve just learned they are actually called skeuomorphs), which are things like the “cc:” and “bcc:” fields on an email, the 12 key configuration on mobile phones, or the clicking sound when you take a picture on a digital camera. These conventions, appropriated from the analog world, may be a step forward in aiding adoption of the new and unfamiliar, but the question Dana threw out to the audience (and I’m paraphrasing here) is, “Are we really helping people, or are we propagating some archaic interaction convention because it’s easier than figuring out a better one?”

Our friends at Bolt | Peters hosted their (mostly) annual User Research Friday event last week, bringing together practitioners from the client-side as well as consultants to share stories and discuss best practices. Some of our takeaways from the day are here.

The day before the conference, Steve and Julie co-led a sold-out workshop titled “We’ve Done All This Research… Now What?” for a group of 20 enthusiastic researchers and designers.

Julie and Steve in action

The purpose of the workshop was to practice the process of moving from the data and observations we gather in fieldwork toward opportunities and ultimately to ideas.

We framed this as a research project to inform a neighborhood redevelopment/gentrification effort. Before the workshop, participants first wandered their own neighborhoods…

Thanks to Nick Leggett from Zazz for this aerial shot from their Seattle offices

Noe Valley scene (a San Francisco neighborhood) captured by Julie

…and then when we got together, they the explored neighborhood surrounding Bolt | Peters for more data.

This machine shop just down the street from Bolt | Peters has been there for decades

6th street buzzes, about two blocks from the conference

Break-out groups took the synthesis tasks to heart and, in a very short period of time, collaboratively surfaced promising opportunities and strategies and solutions to address them.

We were humbled by the gentle empathy and creativity of the folks in the room. The morning served as an inspiring reminder of just how much progress a handful of smart, dedicated people can make on seemingly-intractable problems in a very short period of time.

More amazing photos, observations, output, and thoughtful commentary can be seen on the blog we created for the workshop.

The workshop slides are below.

See previously: Steve Portigal’s presentation from User Research Friday 2008

• [from steve_portigal] UX Hong Kong 2011: Q&A with Daniel Szuc [Core77] – UX Hong Kong 2011 will be held at the Innocenter in Kowloon Tong (Hong Kong) on Friday 18 Feb 2011. The program has been deliberately designed to be intimate and give attendees plenty of opportunity to talk with other people and get one on one time with the invited speakers, including Steve Baty and Janna DeVyler on UX strategy; Steve Portigal on design research, Rachel Hinman on mobile design, and Gerry Gaffney on the UX Toolkit. On the day after the conference the fun continues as we all plan to go out and experience Hong Kong with the speakers including the harbour, a ferry ride, walking the streets, a dim sum and perhaps a visit to the Big Buddah on Lantau island (weather allowing) so we get out of the confines of the conference facility.
• [from julienorvaisas] Trends "unlock" consumer needs [trendwatching.com] – {Reverse-engineering consumer needs via trends?] Here's our definition of what constitutes a (consumer) trend (we came up with this years ago and it still holds pretty well): "A novel manifestation of something that has unlocked or serviced an existing (and hardly ever changing) consumer need,desire, want, or value." At the core of this statement is the assumption that human beings, and thus consumers, don't change that much. Their deep needs remain the same, yet can be unlocked in new ways; these 'unlockers' can be anything from changes in societal norms and values, to a breakthrough in technology, to a rise in prosperity.

• [from steve_portigal] The opposite of user experience design [Jorge Arango] – [I've experienced the bewildering confusion of bureaucracy in another country but have always assumed implicitly that for "those people" it was tenable. Jorge's tangible frustration and brilliant insight puts the lie to my ridiculous parochialism] One of the advantages of living in the developing world is that I am exposed to a wide variety of UX disasters. If you find it hard to define UX, try dealing with a Panamanian government office. You will quickly see what a lack of UX thinking looks like, and this will in turn aid your appreciation and understanding of good UX. A few weeks ago I had to go to the Panamanian immigration office to take care of some paperwork. When I got there, I found chaos…I’ve come to understand that the opposite of UX design is not shitty design, thoughtless design, or piecemeal design. It is anarchy. Only strong leadership with a clear user-centric vision can transform the organization’s culture and improve the experience of its constituents.
• [from steve_portigal] Please vote for our SXSW 2011 Panel – Mommy, Where Do Good Products Come From? (with Gretchen Anderson) – [Thanks for your vote!] Business case studies are the ultimate in reductionism: A complex business activity rooted in a specific context of people, company culture, time, and place is boiled down to a few key ideas. People confuse the terms innovation and invention; looking for breakthrough ideas sends companies into a frenzied search for "new" things not great or disruptive things. In this session, we will explore some different pathways to creating great product ideas. As designers and researchers, we're experienced enough to know that design research isn't the only approach or even always the best approach (a point of view that Don Norman vehemently argued in recent writings). For instance, design research wouldn't be sufficient to create a disruptive innovation like Gowalla. We'll outline a framework that looks at different approaches to idea generation, including corporate competencies and culture, customer needs and cultural context, and technological innovation.
• [from steve_portigal] Please vote for my SXSW 2011 Panel – Diving Deep: Best Practices For Interviewing Users – [Thanks for your vote!] The skill of getting the right information from users is surprisingly complex and nuanced. This session will focus on getting past the obvious shallow information into the deeper, more subtle, yet crucial, insights. If you are going to the effort to meet with users in order to improve your designs, it's essential that you know how to get the best information and not leave insights behind. Being great in "field work" involves understanding and accepting your interviewee's world view, and being open to what they need to tell you (in addition to what you already know you want to learn). We'll focus on the importance of rapport-building and listening and look at techniques for both. We will review different types of questions, and why you need to have a range of question types. We'll also suggest practice exercises for improving your own interviewing skills and how to engage others in your organization successfully in the interviewing experience.
• [from steve_portigal] The Minds Behind the Mind-Set List [The Chronicle of Higher Education] – [Freshmen in 2010 have never known a world in which a website can't get a book deal. Yes, the Mind-Set List book is coming] Mr. McBride, a professor of English and the humanities, says the list started on a lark back in 1997—some old college hands unwinding on a Friday afternoon, musing on how much freshmen don't know about recent history and culture. But such blind spots are to be expected, they had agreed, given the relative youth of the incoming class. They had concluded that professors should be mindful of how very different their students' life experiences are from their own. With colleagues, they had brainstormed about the cultural touchstones for that year's entering freshman class, whose members would have been born in 1979. That was the year of the Iran hostage crisis, the Soviet invasion of Afghanistan, and Three Mile Island. The resulting list was passed around and eventually found its way into the hands of a Wall Street Journal reporter, who subsequently wrote about it.
• [from steve_portigal] Beloit College Mindset List 2010 – [The annual list, in time for this year's freshmen, telling us older folks how our view of the world differs in key and/or bemusing ways]. For most of their lives, major U.S. airlines have been bankrupt. A coffee has always taken longer to make than a milkshake.

• [from steve_portigal] No E-Books Allowed in This Establishment [NYTimes.com] – [In which the blogger goes to a cafe with a No Computers rule and tries to use his e-Reader, then gets into a debate about whether an e-Reader is really a computer or not. A bit of a tempest in a teapot; looking to connect to a larger social crisis which isn't occurring]
• [from steve_portigal] Skill Building for Design Innovators (from CHIFOO) [All This ChittahChattah] – Steve will take a look at some fundamental skills that underlie the creation and launch of innovative goods and services. He will discuss the personal skills that he considers to be “the muscles of innovators” and the ways you can build these important muscles, including noticing, understanding cultural context, maintaining exposure to pop culture, synthesizing, drawing, wordsmithing, listening, and prototyping.
• [from steve_portigal] Five Indispensable Skills for UX Mastery [UIE Tips] – [This makes a good companion piece to my recent CHIFOO presentation "Skill Building for Design Innovations"]
• [from steve_portigal] An interview with Eric Ludlum of Core77 [All This ChittahChattah] – The Dutch Master project is a natural extension for Core and also myself. Having gone through the industrial design program at Pratt Institute, and then founding Core77, covering industrial design, with Stu Constantine and myself always being on the outside of the industry in terms of actually participating, but then covering it, watching it from the inside. The Dutch Master, and previous to the Dutch Master, the Blu Fom shoe have been our attempts at doing some product development and design.
• [from steve_portigal] Announcing the Core77 Flagship Retail Store in Portland Oregon! [Core77] – [Eric Ludlum of Core77 takes some of the themes he shared with us in the recent Ambidextrous interview and pushes them further with the opening of a Core77 retail space. I was surprised to visit it recently and see that it wasn't a curated museum store, but instead a 'Hand-Eye Supply' outlet] If there is a poster-boy, a hero, of Hand-Eye Design, it is Bucky Fuller. Who practiced sustainability, who advocated design-thinking, who studied the needs of the human being, but who understood these as parts of the whole enterprise of doing. He is the guy who, as good designers do, kept all that in his head and in his heart and used it as he MADE THINGS -not for the sake of self-expression or commercialism but because they had to be done. And that work was not birthed effortlessly from within but dragged out of the world in handfuls, built-up slowly into something meaningful through sketches and prototypes, mock-ups and fabrication. That is the design philosophy of Core77's Hand-Eye Supply.

I was fixing broken links on our blog today and had the opportunity to look at many different versions of the “Page Not Found” page in fairly rapid succession.

Here of course is the basic version; with its classic minimalism, one imagines how it would look in Helvetica.

Many sites provide some form of what the Montreal Gazette offers – “we didn’t find what you wanted, here’s a way to search our site.”

But one stood out…

Penguin Books, Australia, takes this little corner of their site – a place where mere arrival already means something has failed – and offers users an unexpected dose of humor, acknowledgment of the situation of being there, and a full set of choices about where they’d like to go next on the site. It was a little spark of delight, and it made me want to buy a book from them.

I was shopping for laptops recently, and was shocked by how difficult it was to find a reasonably priced model with a comfortable keyboard and trackpad, and a front edge that was wrist-friendly. The experience made me wonder why so little attention seemed to be being paid to such a fundamental aspect of the product.

Why don’t ergonomics have more sex appeal? Shouldn’t a well-designed physical interfacing of human and built object be one of the most valued aspects of design? While in truth ergonomics are interwoven (or should be) with aesthetics and materials, our excitement seems to gravitate towards how things look and feel, or cleverness of concept, rather than how well they work with us.

A quick read through this recent interview with Jonathan Ive on Core77 reveals a worshipful discussion of iPhone 4 materials.

It is this sort of materials obsession and constant experimentation that led to a decision to use scratch-resistant aluminosilicate glass for the front and back of the phone, as well as developing their own variant of stainless steel to edge the device.

I had to travel all the way back to 2007 to find someone talking specifically about a sexy merger of design and ergonomics/usability.

Is it that when ergonomics work, they are invisible? That they generally succeed by creating an absence of negative experience, but don’t extend into the realm of pleasure creation, where they might generate more attention?

Dieter Rams’ “weniger, aber besser (less, but better)” design philosophy – and indeed Jonathan Ive’s as well – heads in a similar direction – the absence of superfluous elements, but yet we still find it sexy.

Perhaps part of the picture is the lack of sex appeal that discussions of ergonomics tend to have. Is this an issue of professional culture? What is more important than objects that – never mind giving us pleasure – at the very least don’t injure us? Maybe that’s it – it’s too serious an aspect of design to engender the fun spirit we find in aesthetics?

The movie Waterworld (one of a handful of movies-most-people-think-are-bad that I like), while over the top and mostly quite silly, nicely illustrates the balletic relationship of person and object that good ergonomics make possible, as Kevin Costner’s character Mariner singlehandedly sails and otherwise operates his boat throughout the film. The boat’s steampunk aesthetic won’t be for everyone, but it’s perfectly designed to work with the needs of its user, and to me there’s something really sexy about that.

At CHIFOO in Portland this week, I presented Skill Building for Design Innovators.

How can you broaden your sphere of influence within the field of human-computer interaction? You can start by building your muscles! Steve will take a look at some fundamental skills that underlie the creation and launch of innovative goods and services. He will discuss the personal skills that he considers to be “the muscles of innovators” and the ways you can build these important muscles, including noticing, understanding cultural context, maintaining exposure to pop culture, synthesizing, drawing, wordsmithing, listening, and prototyping. Along the way, he will demonstrate how improving these powerful skills will equip you to lead positive change.

Here are the slides and audio:

Listen to audio:

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