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Finding The One Moment

This mind-blowing video, “The One Moment,”  from Chicago rock band OK Go shows more than musical Orchestration – it shows life’s Orchestration. OK Go’s thoroughly crafted music videos paired with upbeat, catchy songs tend to go viral immediately when they hit YouTube. They have a knack for striking a chord in humans right along with their musical chords. With more than 25 million views, this video and its Rube Goldberg-machine-inspired wonder is well worth the watch.

The song behind this incredible video digs into something deeper that parallels perfectly with the visual cues. Frontman Damian Kulash explains in the video’s credits that the song is a “celebration of (and a prayer for) those moments in life when we are most alive. Humans are not equipped to understand our own temporariness; it will never stop being deeply beautiful, deeply confusing, and deeply sad that our lives and our world are so fleeting. We have only these few moments. Luckily, among them there are a few that really matter, and it’s our job to find them.”

When we are the leaders, or conductors, of the work we do every day, we have the potential to surprise ourselves and our team members alike. How can we Orchestrate surprise and child-like wonder into some of our everyday processes?

Spark Volume 09 – Orchestration as a Leader
”You can’t play a symphony alone. It takes an orchestra to play.” – Navjot Sidhu


Let’s explore our final LEADING principle, Orchestration. An orchestra is a beautiful metaphor for Experience Design, as we are all players in the symphony of healing. As leaders, we are the conductors. We set the Intention for how our teams or organizations move forward, and we cultivate the success of those surrounding us. We set the tempo, bring the strategy or score to life, make adjustments to tone and feeling, and inspire individuals to create a harmonic whole. It is a role that takes constant attention and care, a role that requires us to recognize the part that each individual plays and what gifts and talents they bring to the greater result.

Orchestration and the Symphony of Healing

This month, we dive into the concept of what it means to Intentionally connect-the-dots to ensure a seamless, harmonic, Orchestrated Experience. We also explore the parallels of music and conductors. How does a conductor LEAD without speaking? What are some of their techniques for bringing out the best in their musicians? How is the whole of a symphony greater than the sum of its individual instrumentalists?

We will also look inward at our own organizations. Neither are we defined by a single “instrument” or “musician”— our brilliance comes from our physicians, nurses, technicians, and administrators working together as a harmonic whole. We are defined by the Experience created by our entire Orchestra of virtuosos. Though one violinist may be the very best in the field, it’s the coming together of all instruments that makes an orchestra magical. So it is for us—a bedside caregiver is only as great as the many experts who come together in service for that patient.

How to Lead Your Orchestra

There are invaluable lessons to be learned from conductors, and—in this piece — author, thought leader, and publisher Michael Hyatt shares the eight lessons that he gleaned from renowned conductor Hugh Wolff. These simple insights can be applied to all of our work as leaders of teams: we must have a plan, recruit the best players, make our work visible, LEAD with our hearts, delegate intelligently, be aware of our gestures and impact, keep our backs to the audience, and share the spotlight.

LEADING in this way creates a harmony not only in the way we work but also in the way our work is seen and understood. Whether we lead a team of business minds or health care practitioners, these eight guidelines ensure our success among our team members and hearken back to beginning with Intention and finding ways to Connect the work to the people behind the work.

How are we conducting our teams? What might we be saying without speaking? When is the last time we openly shared the spotlight?

Engineered Moments

Doug Stephens, founder of Retail Prophet, wrote that the future of retail lies in “engineered moments” (aka Orchestration). Customer Experience must be engaging, unique, personalized, surprising, and repeatable in order to expand from being a series of well-Orchestrated moments to a memorable brand.

We can extend these secrets to retail success into health care with great ease. Instead of selling products, our trade is wellness.

Spark Volume 08 – Connecting Point B and Point L
”Take two opposites, connect the dots, and you have a straight line” – Yahia Lababidi

One of These Dots is Not Like the Other

Using disparate examples of football, transportation, and security, this Forbes article delves into the power that Connection has on the road to innovation. Connecting unexpected elements of our industries (e.g. Uber’s Connection of smartphones to freelance drivers) paves the way for brand new opportunities to build trust and loyalty with customers. Connection is a powerful leadership tool – leaders must serve as the vision between point B and point L even though our gut instinct is not to connect the two. Through Connecting seemingly unlike dots, we find new purpose and new solutions.

The Trust Economy

Success of innovative Connections depends solely on a new form of currency in today’s economy: trust. This TED Talk by Oxford University’s Rachel Botsman explores how the world’s most successful companies not only have built customer trust but truly depend on trust from a financial perspective. Take Airbnb–the company would be nothing if they weren’t able to foster a sense of worldwide trust between strangers (the host and the guest) through their platform.

How can we actively foster a sense of trust, not only for our patients but also for our providers, team members, and guests?

A Listening Plan to Connect

In today’s fast-paced, multi-tasking world, active listening seems to be at an all-time low. According to this Forbes article, “even when we think we are listening, we usually only have about 50% of our brain tuned in.” We might be thinking about our next conversation or an email to respond to, and this lack of attentive listening is affecting our ability to Connect with the information we’re receiving and with the people in the room.  

To be more present, what if we took a few minutes before an important conversation or meeting to craft a listening plan? This process of thinking about our goals and aim for each conversation will give our listening “intention, structure and purpose.”

This piece reminds us that “hearing is mechanical, and listening is intentional. Listening means gaining awareness about the language, beliefs, assumptions and perceptions of others.” By using our natural curiosity and creating a listening plan, we are making an effort to be more purposeful in the way we listen and Connect, and will ultimately build a strong relationship.

Connecting Back to our Roots

Relying on technology to build Connections is not a surefire win. We know that while humans are hardwired to connect, technology designed to foster those Connections has, paradoxically, created a disconnect among us. Connection must be built in a nuanced way, because relying too much on the creative connective properties of the tech world separates us from our most innate human Connection to each other. It might not be easy to find a happy medium, but when we hit the right compromise of using technology to actually enhance in-person, human Connections…it works.