In episode 11, we talked about Observing systems and in this episode, we explore using Reflective Observation as a way to help a system see the system. By using interviews and observations, we help people see patterns and gaps clearly. Thus, they can choose their own actions to improve which in our experience leads to greater buy-in compared to prescriptions from an outside "expert". However, how do you engage in reflective observations? How do you make sense of what you see and hear? How do you present it to the system? Those are just a few of the things we cover in this episode. Enjoy! -Esther & Viktor