I was driving home from Pittsburgh last week and listened to @Melina Palmer's Brainy Business Podcast episode with Dr. Wendy Smith on her research and book Both/And Thinking. I loved the concepts discussed because I could see clearly how the users I work with are dealing with the paradoxes of their jobs and how to embrace the new way while still being productive in the old way as they go through technical transitions.  When I got home, I had to grab the book from Amazon and read it over the weekend.

Both/and thinking can be a useful approach for us in Organizational Change Management (OCM) as it helps to navigate the complexity and ambiguity that often arises during change efforts. It involves recognizing multiple perspectives, truths, and possibilities in any situation and that we can benefit from exploring them rather than choosing one over another.

In OCM, the concept of both/and thinking can impact change efforts in several ways:

• Facilitating a more inclusive change process that considers stakeholders' diverse needs and perspectives.
• Encouraging creative problem-solving that generates solutions that meet the needs of various stakeholders.
• Reducing resistance to change by acknowledging and addressing concerns and challenges respectfully and empathetically.
• Building trust and rapport with stakeholders by validating their feelings and opinions and involving them in the change effort.
• Enhancing the agility and adaptability of the organization by embracing multiple possibilities and approaches to change.

Both/and thinking is a skill that allows us to embrace complexity and ambiguity rather than simplifying or avoiding it. It involves recognizing multiple perspectives, truths, and possibilities in any situation and that we can benefit from exploring them rather than choosing one over another.

When conducting in-depth interviews with users, we can use Both/and thinking to understand the paradoxes of their work reality. Technical changes often involve trade-offs, uncertainties, and challenges that can trigger user resistance or frustration. Using both/and thinking, we can help users express their needs, concerns, and emotions more fully and generate more creative and effective solutions.

Here are some tips on how to use both/and thinking when conducting discovery interviews with users going through a technical change:

• Start with open-ended questions that invite users to share their stories, experiences, and feelings about the change. For example: "Can you tell me about the last time you used [old system]?" or "How do you feel about switching to [new system]?"
• Use follow-up questions that acknowledge the change's positive and negative aspects. For example: "What do you like about [new system]?" or "What challenges have you faced with [new system]?"
• Avoid either/or questions that force users to choose between two options or imply a right or wrong answer. For example: "Do you prefer [old system] or [new system]?" or "Is [new system] easy or hard to use?"
• Use both/and questions that encourage users to consider multiple perspectives or possibilities. For example: "How can [new system] help you achieve your goals and address your concerns?" or "What are some ways that [old system] and [new system] can work together?"
• Validate users' feelings and opinions without judging them. For example: "I understand that you are frustrated with [new system]. That makes sense." or "I appreciate that you are excited about [new system]. That's great."
• Could you summarize what you heard from users and check for accuracy? For example: "So what I heard is that you like some features of [new system], but you also have some difficulties with it." or "So what I heard is that you are curious about how [new system] will improve your workflow, but you also have some doubts about it."
• Ask for feedback and suggestions on improving the change process or outcome. For example: "What would make this transition easier for you?" or "What would make this solution better for you?"

By using both/and thinking when conducting discovery interviews with users going through a technical change, we can gain deeper insights into their needs, preferences, and expectations and build trust and rapport with them. We can also leverage their creativity and expertise to co-create solutions that meet their goals and address their challenges.

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