Culture – The Mesh Method

Educators talk about the importance of injecting convergent and divergent thinking into learning frameworks. Divergence pushes you to reach for ideas, while convergence allows you to take all of these ideas, reflect upon them (“fact-check”), and create actionable steps that lead to progress (fig. 1A). Two sides of the same coin.

fig. 1A: A simple model conveying Convergent vs Divergent thinking

The Mesh Method uses convergence and divergence as the means to initiate actionable brainstorming. Actionable brainstorming is a concept that ties ideas to value. Value is determined per-session, based on each unique challenge.

Participants are first asked to define a problem to solve (Discovery). Once the problem is understood, they are encouraged to free-flow ideas and test theories related to solving the challenge (Brainstorming or Divergence). This is done in a structured way, designed to give equal opportunity to contribute and listen. When the brainstorming session ends, the moderator (a non-participant in charge of monitoring and refereeing) asks the group to create some next steps, assigned to each participant (Value or Convergence). These action items may include, for example:

Contacting the customer about a specific concern
Writing/updating documentation
Submitting hotfixes for code review
Sharing findings during a team meeting

…and so on. The potential paths are endless, and possible due to sharing perspectives and knowledge transfer.

Divergence and convergence go hand in hand. If you follow a process that favors one over the other, you are either:

Confusing activity with accomplishment, or
Limiting your potential positive outcomes

However, when combined you have a powerful tool that helps solve challenges comprehensively.

When you have established a trusting climate where it’s safe to be wrong and everyone is encouraged to brainstorm ideas, you can implement an approach that blends the ebb and flow of divergent and convergent processes. This leads to brainstorming with purpose and incredible value.

I tell my kids often that they should live their lives as optimists. To be an optimist, you have to believe that no matter how crappy or awesome a day you’re having, tomorrow can be better.

Waking up every morning, leaving the past in the past, then looking in the mirror and telling yourself “Okay, let’s see what this day has in store,” is a great way to set the tone for all the upcoming interactions you are about to have – with family, friends, co-workers, customers, lawyers…you name it.

As a friend recently told me, “Life is not supposed to be boring.”

This definition of optimism makes perfect business sense, especially in Customer Success roles. Having a genuinely positive attitude and a willingness to collaborate is a critical component to successful organizations because there is an interconnectedness between the attitudes we bring to work every day and the potential outcomes of decisions made as a result. In short: it directly impacts the customer experience.

“I have always believed that the way you treat your employees is the way they will treat your customers, and that people flourish when they are praised.”
– Sir Richard Branson

With negativity comes anxiety, and with anxiety comes stress…and studies show a direct link between stress and poor decision making.

Positivity and negativity are contagious. In psychology, this is a phenomenon called emotional contagion. Some people are more susceptible to having their mood swayed than others – but a well-constructed collaborative business ecosystem mitigates the risk posed by negativity by offering a constantly evolving source of support.

…reducing your anxiety levels might be the first step to starting a life-changing domino effect that empowers you to perpetually make better choices.
Christopher Bergland, Psychology Today

I like to say, “everyone is entitled to a bad day”. However, the next time you’re having a bad day, just remember – you never know who you’re inspiring, and tomorrow has a chance to be better than today, no matter what. Chin up.