Slides held at the MIRROR roadshow in the Netherlands in 16th of April by Professor Michael Prilla, University of Bochum: ' Supporting Reflection on individual, group and organisational levels'.

1. MIRROR
Reflective Learning at Work
Supporting Reflection on individual, group
and organisational levels
Michael Prilla, University of Bochum, Germany
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

2. Reflection
Thinking on your own?
Organisational Learning?
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

3. But when you look in practice …
It is ubiquitous, on different levels
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

4. Reflection Support at Work
Beliefs and practice
Common assumption: Individual, cognitive process, but
People talk to each other, create best practices / solutions together
Focus: Special situations (e.g. debriefings, supervision), but
Reflection is a ubiquitous part of work, decisive for learning
Benefit: Improvement of own work and individual learning, but
Groups (cooperation) and organisations (best practice) also reflect
Reason: Individual understanding reasons, but
There is more: Solution implementation, management strategy
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

5. The way to reflection in organisations
① Reflection (in practice) is a mess
How can we sort it?
② Reflection tools supports work
What is in them for us?
How can we use them?
③ Reflection support affects work on different
levels
How can we integrate it into work?
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

6. Reflection is a mess
How can we sort it?
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

7. Example: Reflecting a Failed Emergency Procedure
One day, a nurse failed to initiate the emergency procedure
when a patient was brought to the emergency room and the
state of the patient suddenly deteriorated severely.
In cases like this, the nurse has to use the mobile telephone
that she carries with her and start an internal emergency
procedure that calls a special team to the emergency room.
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

8. Example: Reflecting a Failed Emergency Procedure
The nurse tried to initiate the procedure, but failed and had to
call the team in manually. This resulted in a time lag for the
treatment, and the patient’s state became critical. Although the
patient recovered after this situation, the nurse felt bad about it and
wanted to prevent similar situations in the future. He
thought back to this situation, but did not understand what
had gone wrong and why.
Plan and do
work: Start
emergency
proc.
Initiate Reflection :
Prevent future
issues
Conduct
Reflection:
Failure why?
Cycle 1:
Nurse reflecting individually
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

9. Example: Reflecting a Failed Emergency Procedure
The nurse went to the head nurse in order to reflect with her
about the procedure. The head nurse remembered that she had
also had similar problems in the past. Together, they found
that the procedure was too complex and included too many steps to
be carried out properly in emergency situations. They came up with
changes to the procedure, but were not sure whether these
changes would work for others, too.
Plan and do
work: Start
emergency
proc.
Initiate Reflection : Initiate
Apply Outcome:
Prevent future Reflection:
Acceptance?
issues Ask head nurse
Conduct Conduct
Reflection: Reflection: Too
Failure why? complex
Cycle 1: Cycle 2:
Nurse reflecting individually Nurse reflecting with head nurse
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

10. Example: Reflecting a Failed Emergency Procedure
The nurse and the head nurse decided to take the topic into a
staff meeting to involve more people in finding a solution. In the
staff meeting, some nurses reported similar problems with the
existing emergency procedure. The group started to reflect on
reasons for the problem and finally came up with a proposal for
an adapted procedure.
Plan and do
work: Start
emergency
proc.
Initiate Reflection : Initiate Initiate
Apply Outcome:
Prevent future Reflection: Reflection:
Acceptance?
issues Ask head nurse All staff
Conduct Conduct Conduct
Reflection: Reflection: Too Reflection:
Failure why? complex Create proposal
Cycle 1: Cycle 2: Cycle 3:
Nurse reflecting individually Nurse reflecting with head nurse Reflection in staff meeting
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

11. Example: Reflecting a Failed Emergency Procedure
In the ward meeting, the participants decided to propose to
management that the adapted procedure be used on all wards of
the hospital. Also they agreed to practice emergency situations
more frequently on the ward.
Plan and do
work: Start
emergency
proc.
Initiate Reflection : Initiate Initiate Apply Outcome:
Apply Outcome: Management
Prevent future Reflection: Reflection: Management
Acceptance?
issues Ask head nurse All staff needed
Conduct Conduct Conduct
Reflection: Reflection: Too Reflection:
Failure why? complex Create proposal
Cycle 1: Cycle 2: Cycle 3:
Nurse reflecting individually Nurse reflecting with head nurse Reflection in staff meeting
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

12. Plan and do
work: Start
emergency
proc.
Initiate Reflection : Initiate Initiate Apply Outcome:
Apply Outcome: Management
Prevent future Reflection: Reflection: Management
Acceptance?
issues Ask head nurse All staff needed
Conduct Conduct Conduct
Reflection: Reflection: Too Reflection:
Failure why? complex Create proposal
Cycle 1: Cycle 2: Cycle 3:
Nurse reflecting individually Nurse reflecting with head nurse Reflection in staff meeting
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

13. Reflection Tools Support Work
What is in them for us? How can we use them?
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

14. A MIRROR for workers
Taking and making perspectives
Looking at work from
your colleague’s
perspective
Understand each other
Avoid misunderstandings
Change attribution
Improve cooperation
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

15. Reasons for Reflection beyond the Individual
Making systematic use in organisations
Reflection for clarification Reflection for solution Reflection for awareness
implementation
Understanding a problem Integrating actors needed Communicating problems
Comparing performance Checking feasibility Testing solutions
Complement formal learning Enabling bottom-up change Strategic usage of reflection
strategies and supervision processes by management
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

16. Outcomes
How Reflection may affect your organisation
Individual • Better understanding of work
Learning • Changing work practice
• Direction for development
Learning in • Rules for cooperation
Groups • Improving coordination
• Changing common practice
Organisational • Best Practice(s), Knowledge
Learning Transfer
• Changing business processes
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

17. Reflection support affects work on different levels
How can we integrate it into work?
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

18. Example 1: Conversations with Relatives
Reflection among individuals and in groups
Central part of work
▪ Getting information from relatives
▪ Emotional state and satisfaction of relatives
Conversation as a burden
▪ Uncomfortable: Something that
“people might take home with them”
▪ Difficult handling and emotional stress vs. acting professionally
Learning about conversations
▪ Not well covered in /suited for formal training
▪ Experience as major prerequisite for good conversations
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

19. The Talk Reflection App
Supporting Collaborative Reflection of Conversations in Healthcare
Sandra has had a stressful
Why didn’t I conversation with relatives.
manage this She decides to give the Individual
talk better? Talk Reflection App a go …
Group
Organisation
Sandra
Assistant physician
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

20. The Talk Reflection App
Supporting Collaborative Reflection of Conversations in Healthcare
Sandra has had a stressful
Why didn’t I conversation with relatives.
manage this She decides to give the Individual
talk better? Talk Reflection App a go …
… and shares the documentation
with her colleagues Group
Organisation
Sandra
Assistant physician
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

21. The Talk Reflection App
Supporting Collaborative Reflection of Conversations in Healthcare
Marc browses through shared
I had a similar Documentations to see if he
experience last Individual
can learn something new.
month …
Group
Organisation
Marc
Assistant physician
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

22. The Talk Reflection App
Supporting Collaborative Reflection of Conversations in Healthcare
Marc and Sandra sit in a
I agree, let’s We should always meeting and discuss Sandra’s
write that read the Individual
conversation experience.
down documentation
before talking to They come to a conclusion…
relatives
Group
Organisation
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

23. Example 2: Reflecting on Slides / Pitches (DoWeKnow)
Outcomes of reflection for individuals, groups and the organization
“Why are we losing
pitches?”
“Why couldn’t I answer the
customer’s question?”
“Why don’t we offer a
product for XYZ?”
“What’s the best way to
present our new product?”
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

24. Example 2: Reflecting on Slides / Pitches (DoWeKnow)
Outcomes of reflection for individuals, groups and the organisation
Slide repository enhanced by
reflection processes / features:
Learn from reflecting experiences
from presentations
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

25. Reflection levels in practice: DoWeKnow
The Pull-Mechanism
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

26. Reflection levels in practice: DoWeKnow
The Push-Mechanism
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

27. Reflection tools can change organisations
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

28. Lessons learned: Organisational integration
Making reflection work sustainably
Reflection needs integration into
organisational procedures
▪ Prerequisite for tool usage
▪ Challenge: Secondary, casual process
Integration of Reflection Tools
▪ Adding to / enhancing practice
▪ (Reflection) Meetings to discuss content
▪ Follow-Up procedure: transparency,
mark-up
▪ Usage across occurrences / devices socio-technical change
Reflection needs
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

29. Reflection on different levels needs management support
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

30. Employee and customer satisfaction
Learning organisation
Supporting Reflection at Work: Individual, Group and Organisational Levels – Michael Prilla

31. Thanks for your attention.
Questions?
michael.prilla@rub.de
http://www.imtm.iaw.rub.de, @IMTM / http://mirror-project.eu, @MirrorIP