{"id":6099,"date":"2020-11-29T19:53:33","date_gmt":"2020-11-29T18:53:33","guid":{"rendered":"https:\/\/www.mondayhappymonday.com\/sal-de-tu-despacho\/"},"modified":"2021-07-02T11:19:43","modified_gmt":"2021-07-02T10:19:43","slug":"sal-de-tu-despacho","status":"publish","type":"post","link":"https:\/\/mondayhappymonday.com\/en\/sal-de-tu-despacho\/","title":{"rendered":"Sal de tu despacho"},"content":{"rendered":"<h3>Poblenou en 1998<\/h3>\n<p>Hoy me gustar\u00eda irme a la Barcelona de 1998 y concretamente a la zona del Poblenou. Recuerdo unas calles con poca vida, si me permit\u00eds, donde conviv\u00edan construcciones nuevas con muchas f\u00e1bricas. La zona hab\u00eda cambiado bastante con el desarrollo urban\u00edstico que se realiz\u00f3 para los JJOO\u201992. De hecho, esa zona no ha parado de evolucionar, ya que en el 2000 se inici\u00f3 el proyecto urban\u00edstico del 22@ que quiso concentrar estrat\u00e9gicamente en esa zona actividades innovadoras, construyendo edificios modernos para alojar empresas punteras y centros de conocimiento con el objetivo de crear networking y atracci\u00f3n de talento, entre otros.<\/p>\n<h3>La liberalizaci\u00f3n de las telecomunicaciones<\/h3>\n<p>Dejo ya a un lado los temas urban\u00edsticos, que no son lo m\u00edo. As\u00ed que vuelvo entonces a ese 1998 donde justo en Espa\u00f1a se hab\u00edan liberalizado las telecomunicaciones. No es que las telecomunicaciones tampoco sean lo m\u00edo, pero lo cierto es que tuve la suerte de vivir en el meollo de todo aquello. Por entonces trabajaba en <strong>RedesTB<\/strong>, un proveedor de Internet, situado en el Poblenou de Barcelona y que fue comprado por <strong>Retevisi\u00f3n<\/strong>. Esta empresa os sonar\u00e1, fue la que decidi\u00f3 plantarle cara a la gran <strong>Telef\u00f3nica<\/strong>. La historia fue que para que Retevisi\u00f3n pudiese empezar a ofrecer los servicios de Internet a sus clientes, tuvo que, entre otras muchas cosas, formar a todas las personas que estaban en sus Call Center en eso de \u201cInternet\u201d. \u00bfFormar? \u00a1Este s\u00ed es mi tema! \ud83d\ude42 As\u00ed que yo, junto a <em>Carmen Cornell\u00e0<\/em>, <em>Susana Campo<\/em> y <em>Llu\u00efsa Costa<\/em>, tuvimos la suerte de estar all\u00ed y tener que dise\u00f1ar e impartir la formaci\u00f3n para tod@s aquell@s teleoperador@s. Ense\u00f1amos Internet en un pasillo del Call Center, como quien diese clase a una hilera de personas sentadas en un autob\u00fas, con un papel\u00f3grafo, un \u201cedding\u201d grueso y un manual en papel que hab\u00edamos creado minuciosamente. No puedo decir cu\u00e1ntas veces contamos qu\u00e9 era eso de <a href=\"https:\/\/mondayhappymonday.com\/en\/las-8-caracteristicas-de-las-organizaciones-del-futuro\/\" target=\"_blank\" rel=\"noopener\"><strong>Internet<\/strong><\/a>, su historia, c\u00f3mo funcionaba, etc. Pero si recuerdo perfectamente que en esas semanas, antes del lanzamiento, todas las formadoras nos quedamos literalmente sin voz. Y ya sab\u00e9is que cuando te quedas sin voz, no tienes m\u00e1s que callar durante unos d\u00edas para recuperarla. Recuerdo esa \u00e9poca con mucho cari\u00f1o. \u00a1Disfrut\u00e9 y aprend\u00ed mucho!<\/p>\n<h3>Vivir en el terreno<\/h3>\n<p><strong>Vivir esas semanas de formaci\u00f3n en el Call Center me permiti\u00f3 hacer una inmersi\u00f3n total en el terreno<\/strong>. Pude conocer qu\u00e9 era un gran Centro de Clientes, los paneles con las llamadas en cola, el murmullo cuando todas las personas est\u00e1n trabajando, los descansos, el office, las puntas de llamadas cuando hab\u00eda un anuncio en la TV, las personas, c\u00f3mo eran, cada una con sus historias y circunstancias personales diferentes\u2026 Todav\u00eda conservo grandes amistades de esa \u00e9poca.<\/p>\n<p>Si yo estuve all\u00ed, en ese meollo, en el nacer de todo aquello, fue porque un se\u00f1or desde su despacho de la Diagonal, decidi\u00f3 que hab\u00eda que hacer el lanzamiento el d\u00eda \u201cD\u201d y que todas las personas tendr\u00edan que pasar por una <a href=\"https:\/\/mondayhappymonday.com\/en\/de-sobrevivir-a-construir\/\" target=\"_blank\" rel=\"noopener\">formaci\u00f3n<\/a>. Esa persona posiblemente nunca hab\u00eda estado en el Centro de Clientes de Poblenou y, por tanto, no pudo decidir tambi\u00e9n que para que las personas se pudiesen formar habr\u00eda que habilitar un espacio c\u00f3modo, un lugar silencioso y ofrecerles unas m\u00ednimas herramientas.<\/p>\n<blockquote><p>Ense\u00f1amos Internet con un papel\u00f3grafo y un \u201cEddign\u201d grueso.<\/p><\/blockquote>\n<h3>Get out of the building<\/h3>\n<p>Salir del despacho e ir al terreno es algo que nos parece evidente en esta situaci\u00f3n. Pero, <strong>\u00bfcu\u00e1ntas veces hemos tomado decisiones desde un despacho o en una sala de reuniones sobre algo que sucede en el terreno?<\/strong><\/p>\n<p>La <strong>empat\u00eda en el contexto<\/strong> es uno de los puntos de partida en la metodolog\u00eda <a href=\"https:\/\/mondayhappymonday.com\/en\/design-thinking-construir-sobre-las-ideas-de-los-demas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Design Thinking<\/a>. De hecho tiene un nombre: <strong>Get out of the building<\/strong>. Y es que el pensamiento de dise\u00f1o no s\u00f3lo es una metodolog\u00eda que nos invita pensar y escribir tableros llenos de post-its. Lo primero que hace es invitarnos a dejar nuestro despacho y salir a la calle. Hemos de ir al terreno, vivir el entorno, mezclarnos con nuestros clientes, empleados, ciudadanos\u2026 en definitiva ver, observar y <a href=\"https:\/\/mondayhappymonday.com\/en\/preguntar-es-un-arte\/\">conversar<\/a> con nuestros usuarios. Si realmente queremos crear una experiencia o resolver cualquier problema poniendo a estas personas en el centro, <strong>empatizar en el contexto<\/strong> real es lo que mejor funciona para <strong>dar con las necesidades verdaderas e incluso m\u00e1s profundas de las <a href=\"https:\/\/mondayhappymonday.com\/en\/robots-humanos-y-nosotras\/\" target=\"_blank\" rel=\"noopener\">personas<\/a><\/strong>.<\/p>\n<p>Luego, cuando volvamos al despacho, ya tendremos todo el tiempo para <strong>enfocar nuestro problema<\/strong> en base a las <strong>necesidades<\/strong> del usuario y de los <strong><em>insights<\/em><\/strong> que hayamos descubierto. Ser\u00e1 entonces cuando <strong>la creatividad s\u00ed entrar\u00e1 en juego para dar con la mejor soluci\u00f3n<\/strong> y donde los post-its y los murales nos ser\u00e1n de gran ayuda.<\/p>\n<blockquote><p>Finalmente podremos decidir, desde nuestro despacho, pero con muchas m\u00e1s garant\u00edas de aqu\u00e9llos y aqu\u00e9llas que nunca visitaron el terreno.<\/p><\/blockquote>\n<p><a href=\"https:\/\/mondayhappymonday.com\/institute\/\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-6750 size-full\" src=\"https:\/\/mondayhappymonday.com\/wp-content\/uploads\/2021\/05\/CALL-TO-ACTION-MHM-INSTITUTE-1-2.png\" alt=\"\" width=\"4800\" height=\"2700\" srcset=\"https:\/\/mondayhappymonday.com\/wp-content\/uploads\/2021\/05\/CALL-TO-ACTION-MHM-INSTITUTE-1-2.png 4800w, https:\/\/mondayhappymonday.com\/wp-content\/uploads\/2021\/05\/CALL-TO-ACTION-MHM-INSTITUTE-1-2-1280x720.png 1280w, https:\/\/mondayhappymonday.com\/wp-content\/uploads\/2021\/05\/CALL-TO-ACTION-MHM-INSTITUTE-1-2-980x551.png 980w, https:\/\/mondayhappymonday.com\/wp-content\/uploads\/2021\/05\/CALL-TO-ACTION-MHM-INSTITUTE-1-2-480x270.png 480w\" sizes=\"(min-width: 0px) and (max-width: 480px) 480px, (min-width: 481px) and (max-width: 980px) 980px, (min-width: 981px) and (max-width: 1280px) 1280px, (min-width: 1281px) 4800px, 100vw\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Poblenou en 1998 Hoy me gustar\u00eda irme a la Barcelona de 1998 y concretamente a la zona del Poblenou. Recuerdo unas calles con poca vida, si me permit\u00eds, donde conviv\u00edan construcciones nuevas con muchas f\u00e1bricas. La zona hab\u00eda cambiado bastante con el desarrollo urban\u00edstico que se realiz\u00f3 para los JJOO\u201992. De hecho, esa zona no [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":6095,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[41,3],"tags":[88,550,551,208,552,553,81,178,554,555,277],"class_list":["post-6099","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-true-stories","category-work-methodologies","tag-design-thinking-en","tag-empatizar-en","tag-get-out-of-the-building-en","tag-innovacion-en","tag-insigths-en","tag-investigar-en","tag-leadership-en","tag-liderazgo-en","tag-problem-solving-en","tag-research-en","tag-resolucion-de-problemas-en"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Sal de tu despacho - Monday Happy Monday<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mondayhappymonday.com\/en\/sal-de-tu-despacho\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Sal de tu despacho - Monday Happy Monday\" \/>\n<meta property=\"og:description\" content=\"Poblenou en 1998 Hoy me gustar\u00eda irme a la Barcelona de 1998 y concretamente a la zona del Poblenou. Recuerdo unas calles con poca vida, si me permit\u00eds, donde conviv\u00edan construcciones nuevas con muchas f\u00e1bricas. La zona hab\u00eda cambiado bastante con el desarrollo urban\u00edstico que se realiz\u00f3 para los JJOO\u201992. 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