Michelle Ossmann, PhD, MSN,: Hospitality, Welcome, Security, Care | Work 20XX

Michelle Ossmann, PhD, MSN is a registered nurse turned design Ph.D., focused on using design to improve the lives of everyone in health care, from the nurses to the patients, and everyone else who steps foot into the ecosystem.

On that journey, she deep-dived into the foundational research on hospitality, and in the process, helped resurface a human engagement framework that can be generalized across a wide range of relationships, including the workplace.

I heard her speak at a MillerKnoll and was fascinated how this core set of shared values weaves through so much of our human interaction, so I had to have her on the show.

We are people, not 'resources' and this evolutionary biology and universal shared understanding of the cultural norms around 'hospitality' play a major role in the way we perceive actions, and the framing or relationships, even if it's under the consciousness covers.

And we can choose to fight this tide in our relationships, or surf the wave, especially at work.

Michelle and I covered quite a bit of ground, anthropology, leadership, management, philosophy, physiology, psychology, religion, and more.

Enjoy this collection of curated clips from our discussion

Michelle Ossmann, PhD, MSN,: Hospitality, Welcome, Security, Care | Work 20XX podcast with Jeff Frick

Who's at the Door?

Hospitality is deeply ingrained across cultures, across the world, over time as this fundamental set of values that all human beings share - Michelle Ossmann, PhD, MSN

Why did I want to record a segment on hospitality's historical, philosophical, psychological, religious, and ethical roots on a workplace podcast?

Outside of familial relationships, hospitality forms the foundation of how we manage and interact with strangers, and reflects an evolution from treating strangers as hostile threats, to an obligation to be cared for, because you never know who they might be.

At the center of the workplace, are relationships between people. The more you understand how people's relationships work, increases the probability of building stronger relationships, resulting in better outcomes, and work, and home, and everything in between.

Hospitality is a foundational framework that crosses cultures, geographies, religions, and even time.

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Everyone knows the rules

Shakespeare used violations of hospitality in Macbeth as a way to highlight that treachery because that audience would have understood, as a guest King Duncan should have been under the most protection - Michelle Ossmann, PhD, MSN

I will take care of you, you will not harm me. From danger to obligation, social constructs to manage unknown visitors.

This history of hospitality, and the depths to which its fundamental values run through the human experience, and impact our interactions is fascinating. It's something ingrained is us. Don't fight the tide, work in parallel when thinking about the behaviors that build and strengthen culture.

Break Bread. Share a Laugh. Strengthen the trust. Then get into the business.

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Tell me your story, I'm listening

A core part of that hospitality engagement is where you invite that other person to share their stories - Michelle Ossmann, PhD, MSN

Providing security and safety is the number one attribute of hospitality.

And psychological safety and security are a critical piece in proving the conditions for people to their best work.

The rules and norms of hospitality are deeply ingrained in our 'human-ness,' so incorporating more hospitality-centric features in design can improve people performance. It's hard wired in.

Really interesting discussion on the roots of hospitality, and how to better leverage some of the tenants influence behavior, to create better working conditions, for better work.

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Context Matters

This concept of concentric circles of host versus guest. In the context of work, the employer is the host to the employees and then the employees then are the host to the other employees, customers, whomever. - Jeff Frick

The 'host - guest' relationship is deeply ingrained in our brains, across cultures, time, religions, and societies.

If one wants employees to host, to uplevel their commitment to the organization, to act as 'host' for customers, partners, and other team members, they have to feel some ownership.

Hospitality and labor relations are more closely tied than one might think.?Michelle has studied it in detail, and we explored many angles in this thought provoking conversation.

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Every human on the planet

There's power in something so human. I cannot articulate it or explain it. But every human on the planet feels it - Michelle Ossmann, PhD, MSN

Yes, the magic in together is better than apart. Moving more (work, drudgery, information exchange, toil, basic communications, etc) to distributed digital async, enables us to make the most of our time together.

Intentional. As my friend Brian likes to say, distributed doesn't mean never together.

Enjoyed getting to the roots of hospitality, formed over millennia, deep in our common unconscious. Don't fight the tide, use the force.

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Better Together

Digital can be great for starting, for continuity. But there is still a requirement, for the in-person if you really wish to spend time and know someone - Michelle Ossmann, PhD, MSN

Digital interactions will continue to be an increasing percentage of our interaction, but they are not a replacement for real time together in person.

The trick is to get as many processes moved to digital async, so the time together can be used to build trust, strengthen relationships, get to better know the people you're working with, what makes them tick, what makes them smile, what get's them up in the morning.

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Hard-wired over Millennia

Recognize that there are differences, account for individual need, allow flexibility. It's a whole lot more work to do that.? It is a whole lot easier to say ‘You got to come in’ and use accelerometers in chairs. That's easy- Michelle Ossmann, PhD, MSN

Hospitality, a shared set of values, hard-wired as humans, understood over millennia. From hostile to an obligation, call it 'stranger management' if you must, hospitality with it's corresponding behaviors, rituals, expectations, and rules of reciprocity reach far beyond sharing a meal. And yes there is something very special about breaking bread together, and turns out that's the 3rd of three key attributes that define hospitality.

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Inclusive Design

Q - When you walk into a space and it feels good, is that tied to something else? - A - It's very much the science in its infancy, but definitely there is something there. You walk in and you're like, huh I can be at home here. We're working on the science behind that - Michelle Ossmann, PhD, MSN

Ryan Anderson introduced me to the concept of 'Inclusive Design' years ago, thoughtfully considering and designing for all the variables the users might bring to the space. 'Ambient Belonging' where the absence of 'don't belong' creates a feeling of 'do belong' without an overt call out.

Design matters, and good design increases the probability that people can get closer to the best output of their careers. The positives are reinforced (to support productivity) and the negatives (distractions and discomfort) removed to keep the productivity on track.

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Thanks again Michelle. What a treat to learn more about the historical and cultural roots of this norm and understanding we all share as as humans.

Enjoy and Share the Full Length Conversation with a friend.

Michelle Ossmann,: Hospitality, Welcome, Security, Care | Work 20XX with Jeff Frick

YouTube - https://www.youtube.com/watch?v=h8uCBgNzkzU&list=PLZURvMqWbYjmmJlwGj0L0jWbWdCej1Jlt&ab_channel=TurntheLenswithJeffFrick - Spotify - https://open.spotify.com/episode/07y5Gmh7jBjVPrygHqYeiG?si=eW0CUnY3SJCSeO5hT3IK6Q - Transcript and Show Notes - https://www.work20xx.com/episode/michelle-ossmann-hospitality-welcome-security-care-work-20xx-ep24 - or wherever you podcast

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