Chief Change Officer Podcast Summary

Episode: Erin Diehl: The Fail-fluencer Behind The Business of Joy—Laughing Through Limbo — Part One
Host: Vince Chan
Release Date: November 18, 2024

Introduction and Background

In this engaging episode of Chief Change Officer, host Vince Chan delves deep into the transformative journey of Erin Diehl, the founder and CEO of ImproveIt. Erin's unique blend of improv and business acumen has positioned her as a pivotal figure in talent development and organizational transformation.

Vince Chan introduces Erin as a passionate individual whose early aspirations and subsequent career transitions have shaped her into the "Fail-fluencer" she is today. He sets the stage by highlighting Erin's commitment to bringing joy and fostering growth through innovative methods.

Erin's Journey to Improv and Business

Erin Diehl begins by sharing her vibrant entrance into the world, dancing out of the womb—a metaphor for her innate passion for performance and connection. Growing up in Charleston, South Carolina, Erin was deeply influenced by the arts, encompassing dancing, acting, and singing. Her early ambition was clear:

[03:32] Erin: "When I was 13 years old... I watched how Oprah made people feel... I was going to be a talk show host like Oprah."

Despite her aspirations, Erin found herself navigating the early 2000s without the modern digital platforms that could have accelerated her dream. She pursued a degree in communications from Clemson University, after which she moved to Chicago—the heart of improv—to hone her skills.

Erin recounts her time juggling a demanding 9-to-5 job in business development while dedicating her nights to improv classes at renowned theaters like Second City and The Annoyance. This period was pivotal as she noticed the seamless integration of improv skills into her professional life, enhancing her listening, empathy, and quick-thinking abilities.

Her breakthrough came when she introduced improv-based workshops to United Airlines, initially offering them pro bono. The positive reception and eventual payment from United validated her innovative approach, leading her to establish ImproveIt in 2014.

Vince Chan highlights Erin's declaration:

[09:47] Vince Chen: "So you essentially are in the business of joy."

To which Erin enthusiastically agrees, framing her mission succinctly:

[10:12] Erin: "I'm in the business of joy."

The Business Model of ImproveIt

Erin provides an in-depth look into ImproveIt's operational framework. The company leverages improv as a tool for talent development, focusing on skill areas such as leadership, communication, and collaboration. Here's a breakdown of their approach:

1. Customized Workshops:
   Erin explains that ImproveIt tailors workshops based on the client's specific challenges and objectives. Each workshop encompasses:

   • Pre-Work Component: Participants engage with a 2-3 minute video illustrating common pitfalls in the targeted skill area, infused with humor.
   • Interactive Activities: Incorporating high-energy improv exercises that encourage participants to practice and internalize new skills.
   • Debrief Sessions: Post-activity discussions that contextualize the exercises, linking them to everyday professional scenarios.
   • Role-Specific Applications: Encouraging participants to apply the learned concepts within their roles, fostering practical implementation.

   Example: For their popular "Effective Communication" workshop, the thesis statement is:

   "What you say and what you don't say affects how others listen and respond."

   This is dissected into segments focusing on verbal tone, nonverbal cues, active listening, and response dynamics, each reinforced through targeted improv activities and debriefs.

2. Engagement Levels:
   ImproveIt offers three tiers of engagement:

   • Culture Jumpstart: A single workshop designed to initiate conversation and spark interest.
   • Culture Shift: A series of three workshops over a year, aimed at fostering sustained behavioral changes.
   • Culture Change: An extensive two-year program with six engagements, integrating ImproveIt's core values deeply into the client's organizational fabric.

   Erin cites a notable success with the American Marketing Association, where their core value of "Yes" was seamlessly incorporated into the company's operations and culture through sustained engagements.

3. Continuous Learning:
   Post-workshop, participants receive an accompanying e-learning course delivered via email, ensuring continuous reinforcement of concepts through the "Monday, Wednesday, Friday" model over three weeks.

Erin concludes this segment with a light-hearted yet telling statistic:

[14:11] Erin: "We have successfully coerced over 40,000 people to chicken dance. So in our workshops, whenever you hear the word improv, we chicken dance."

Measuring Success and Key Performance Indicators (KPIs)

When discussing the metrics for success, Erin emphasizes a Return on Objective (ROO) approach rather than traditional ROI. This methodology ensures that the workshops align directly with the client's specific goals and challenges.

1. Consultative Engagement:
   Every partnership begins with a consultative call to thoroughly understand client objectives and participant needs, ensuring tailored workshop experiences.

2. Engagement Models and Measurement:
   Depending on the chosen engagement level (Culture Jumpstart, Culture Shift, or Culture Change), success is measured through:

   • Participant Surveys: Immediate feedback post-workshop assesses whether objectives were met.
   • Client Feedback: Ongoing dialogue with clients ensures that the workshops continue to align with and achieve desired outcomes.
   • Behavioral Indicators: Higher collaboration, proactive problem-solving, increased cross-functional interactions, and enhanced psychological safety are qualitative indicators of success.

   Erin shares:

   [18:27] Erin: "Ultimately what you are getting is higher collaboration, less frequent problem solving because people are coming up with solutions versus problems... it overall creates this sense of positivity which is psychological safety at its core."

3. Continuous Improvement:
   Post-engagement discussions with clients help identify areas for improvement, allowing ImproveIt to refine their offerings continually.

The Concept of "Fail-fluencer" and Personal Experiences with Failure

One of the standout themes of this episode is Erin's embrace of failure as a catalyst for growth—a concept she encapsulates in the term "Fail-fluencer", blending failure with influence.

When prompted by Vince to share her personal experiences with failure, Erin reveals:

[22:22] Erin: "The F words are all about failure. Plus the frequency of failure equals the fundamentals of success."

Erin introduces her keynote, "F Words at Work," which explores the relationship between failure and success. She candidly discusses how her own journey has been a "crash course in failure," using each setback as a learning opportunity that fuels both personal and professional growth.

This candid discussion sets the stage for Part Two of the series, where Erin promises to unveil her method for navigating and rising above failure, aptly named "Move On."

Conclusion and Teaser for Part Two

As the episode wraps up, Vince hints at the continuation of Erin's story, promising deeper insights into her strategies for overcoming failure. Erin's narrative not only inspires but also provides a practical framework for listeners to reframe their perceptions of failure.

[22:49] Vince Chen: "...come up with a magical way of navigating and rising above the failure experience. She called this method Move on. Come back tomorrow and learn how to move on."

Notable Quotes

• Erin Diehl:
  "I'm in the business of joy."
  [10:12]

• Erin Diehl:
  "The frequency of failure equals the fundamentals of success."
  [22:22]

• ImproveIt Motto:
  "Yes, and..."
  (Referenced during the Culture Change discussion)

Final Thoughts

This episode of Chief Change Officer offers a compelling exploration of how joy, improvisation, and embracing failure can drive meaningful organizational transformation. Erin Diehl's infectious passion and innovative approaches provide valuable takeaways for anyone interested in personal development and leadership.

Be sure to tune into Part Two of Erin's story to uncover her transformative method for moving beyond failure and achieving sustained success.

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