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ITx 2016 Conference Programme

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The ITx 2016 Programme may change without notice

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Hearing & Being Heard: The Role of Listening & Imagination in Business Collaboration

Tuesday 4:00pm - 4:30pm, itSMFnz (itSMF Main Room)

Collaboration is built on understanding and on mutually agreed objectives.

All parties need to clearly understand and support the achievement of defined goals in order to collaborate on a solution. But when the parties don’t agree, either on the goals themselves or on the tactics for achieving the goals, projects come to a standstill. Or projects go forward without really achieving anything useful in the end.

In this session we will review and practice key techniques for effective listening and inquiry to ensure truly hearing, processing and comprehending those with whom we need to collaborate.

We will discuss how to use targeted imagination to think creatively about what may be important to the person/people we are talking with.

With imagination we can find questions to ask that will uncover important areas of agreement or discord.

Participants will receive a checklist to use to spark thinking and creative questioning.

View slides for this presentation


Lou Hunnebeck

Principal, Advisory Services at Fruition Partners (New York, USA)

An ITIL Expert with over 30 years in service industries, Lou's passion for improving how we do what we do has led her to IT Service Management from a background of process consulting, training and Service Management systems consulting.

Devoted to advancing the art and practice of Service Management, Lou served as the author of the ITIL Service Design publication, 2011 Edition.

She is on the Senior Examination Panel for ITIL, and the Architect Team for the new ITIL Practitioner qualification, and speaks regularly at industry meetings to spread the message of ITSM.