On 10 July, Japan Recruitment Agency, Key Consulting, hosted an engaging peer-led gathering in collaboration with Philips Japan. CEO Jasper Westerink graciously welcomed 30 business leaders from various sectors to Philips’ stunning new offices in Azabudai Hills. The event centred on the “Change” theme, exploring challenges, needs, and opportunities for innovation.
Jasper summarised the day’s events as follows: “With participants from varying cultural, professional, and industry backgrounds, we had a diverse and energetic discussion around innovation, transformation and culture. I really appreciate this wonderful opportunity that we had with Key Consulting Group.”
He then went on to add this about his own companies’ insights on innovation, “At Philips, our purpose is to improve health through meaningful innovation. Listening closely to partners, customers, and patients is critical. However, conveying insights from Japan to a global organization like Philips can be challenging due to cultural and linguistic differences. We had further discussions on how we, as leaders, can support our teams in overcoming these communication barriers.”
A Platform for Exchange
The gathering featured insightful presentations from two key speakers: Masaru Taguchi, Business Leader at Philips, and Rina Sakuraba, Founder and CEO of 35 CoCreation (SANGO CoCreation). Their talks sparked dynamic breakout discussions, during which attendees exchanged ideas, questions, and best practices while forging valuable new connections.
Insights from Philips: Masaru Taguchi – Business Leader
Founded in 1891, Philips has evolved through continuous innovation to have a core focus these days on healthcare technology and optimising operations. Taguchi-san’s presentation emphasised the importance of patient needs as a source and drive for ideation and healthcare improvement. Taguchi-san highlighted a significant case where attentive listening led directly to enhancements in brain scan quality, resulting in improved patient outcomes.
He also pointed out that being a good listener is not enough; one must also be an effective advocate for change. Communication in group settings is frequently challenged, which can hinder innovation. However, Philips believes in harnessing customer feedback to drive product innovation, showcasing the vital role that customer voices play in shaping ideas.
Perspectives from 35 CoCreation (SANGO CoCreation): Rina Sakuraba
Sakuraba-san shared her thoughts on the demands of transformation and their impact on motivation and performance. Having experienced the struggles of communication disconnect first-hand, she realised the essential power of listening, a skill she found was typically overlooked in fast-paced work environments.
Sakuraba-san noted that 2024 has been marked by “change fatigue,” which has affected everyone, including leadership. Many of her clients—60% of whom are Japanese companies—express a need to develop listening skills among their employees. Her coaching approach focuses on stimulating self-realisation through thoughtful questioning.
Sakuraba-san outlined three core pillars to equip employees for change, all interconnected by the theme of listening:
- Fostering a Sense of Belonging: Creating pride from the ground up.
- Psychological Safety: Encouraging authentic emotional expression without fear.
- Emotional Agility for Leaders: Training leaders to be resilient and practice radical candour.
Extensive surveys have shown a strong correlation between employee well-being and productivity. Sakuraba-san emphasised the importance of managers adopting different perspectives—both big-picture (bird’s eye) and detailed (bug’s eye)—to address situational needs effectively.
Engaging Team Discussions
Attendees participated in a team exercise focused on customer engagement and employee empowerment. They shared experiences of how their organisations connect with customers, fostering shared pride and a sense of purpose and identifying missed opportunities.
Innovations highlighted included:
- Designing products that alleviate discomfort for users.
- Developing unique offerings that celebrate global tastes.
- Highlighting the profound human effects of breakthrough medications, despite their high costs.
- The power of personal gestures in vendor and partner relationships improves patient access.
Key Takeaways
Several observations emerged from the discussions:
- Purpose-Driven Work: Candidates increasingly seek tangible impacts in their roles, emphasising the need for companies to highlight customer benefits during hiring processes.
- Cultural Politeness: In Japan, the tendency toward humility can lead to a lack of self-promotion for individuals, teams, and organisations.
- Inclusivity Challenges: Progress in diversity, equity, and inclusion (DE&I) requires intentional training to combat unconscious exclusion.
- Value of Incremental Changes: Not every innovation needs to be groundbreaking; small changes can significantly enhance customer experiences.
- Bridging the Words-Actions Gap: Leaders must demonstrate a genuine commitment to open communication. This might involve nurturing the courage to speak up and constructively addressing double standards.
Conclusion
The Key Consulting Group and Philips Japan event highlighted the critical role of listening and communication in navigating change. As organisations continue to face challenges in a rapidly evolving landscape, fostering an environment where employees feel heard and valued is essential for driving innovation and ensuring long-term success. Embracing these insights can empower businesses to thrive amidst change and ultimately enhance their impact on customers and communities alike.
