Swansea Behavioural Change Festival – Turning UpsideGEMMA WHYLEY

What’s LOVE Got To Do With It?

•What if brainpower is not enough?•What if love is more important in making public services better? •How would our services need to change if we allowed emotional involvement to form the basis of our decision making?

Tony Bovaird, Professor of Public Management and Policy, Birmingham University

Finding the Route Cause

‘The Five Why’s’

WHY?WHY?WHY?WHY?WHY?

•What’s the problem?•Why is it a problem?•Where did it originate? •How can we go about fixing it?•What might success look like?

Are You Being Served? Sarah Richards and Huw Thomas, Sglein

•What is customer service?•Why is this important to us?•What is the impact of receiving good customer service?•What is the impact of receiving bad customer service?•What sort of service do you advocate?

Simplifying Our Message Visual Facilitation and Minutes, Fran O'Hara, Scarlet Design

•Aenda’less meetings•Coffee shop consultations•Jargon busters•Visual representation/ communication of key messages

But…How Do We Do It?‘There is a crack in everything, that's how the light gets in’ – Leonard Cohen

•Innovation community•Challenge the ‘no’•Get to know our colleagues•Communicate more•Be personable •Learning opportunities

Where Can I Learn More?•Innovation Community - http://www.swansea.gov.uk/staffnet/innovationcommunity

•Sustainable Swansea Transformation Program - http://www.swansea.gov.uk/staffnet/sustainableswansea

•Corporate ‘Change’ training - http://www.swansea.gov.uk/staffnet/changecourse

•Wellbeing of Future Generations Act (Sustainable Developments Team) - http://gov.wales/topics/people-and-communities/people/future-generations-act/?lang=en

•Good Practise Wales - http://www.goodpractice.wales/

•Academi Wales - https://academiwales.gov.wales/

•Further professional development - https://www.mindtools.com/pages/article/newPPM_94.htm