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Issues and Opportunities in Creating a Culture of Service Excellence The Introduction Module
Mark continued by explaining the skeletal structure of the schedule. He went on to tell the group about the 4 principles for each of the break out sessions.
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The Open Space Technology event began with a welcome
from Steven Lawrence of Cathay Pacific. He thanked the group for their participation
and extended an official welcome to Cathay City. Steve invited
Mark to the stage for an introduction to the day's schedule.
Mark, who is with the Institute of Cultural affairs,
thanked Steve and welcomed the group. Every person went around
the circle and introduced themselves by name and affiliated
organization. Mark introduced the topic for the day of "Issues and
Opportunities in Creating a Culture of Service
Excellence". He then moved in to a description of this
unique conference as self-organizing. He introduced the 4 key
elements of Open Space Technology: 1. The circle
2. Breath (presence) 3. Bulletin Board 4.
Market Place. He explained the group would decide the agenda and
with that each person in the group was responsible to find what he
or she wanted.
Responsibility was built into the process. Mark then
told the group about the rules for the event. The first was the
"Law of 2 feet". If participants found themselves in a meeting where they
were not
benefiting, it was their responsibility to leave! Mark described
different types of participants as "Bumble Bee's", those who go
into a meeting for 5 minutes and then move on to cross-pollinating and
"Butterflies" those who hang out and maintain the group's
energy. Each was appropriate, they both add value to the group.
It was the group's responsibility to create the agenda,
but also the topics of each of the break out sessions. It was at
this point that group members went to the center of the circle to tell the
group about the topic he or she was introducing to the
group. Topics were introduced slowly at first and then
more quickly. The energy and anticipation built in the room and
participants went to The Bulletin Board to sign up for discussion
topics. With the sound of the chimes, the first session began and
the participants dispersed to the various locations of The Open Space.