CHAPTER 10 Understanding Resistance Flashcards
What is the hardest part of consulting?
Successfully navigating resistance from the client and those around us.
Why might clients resist despite clear and logical presentations?
Resistance is a reaction to an emotional process within the client, not a reflection of the logical conversation.
Is resistance a natural part of the consulting process?
Yes, resistance is predictable, natural, and necessary for the learning process.
What should consultants do when they encounter resistance?
Identify resistance, view it as natural, support the client in expressing it, respond positively, and not take it personally.
What does it mean when a client keeps asking for more detail?
It may be a form of resistance rather than a simple quest for information.
What is a subtle form of resistance related to being overwhelmed with information?
Flooding you with detail.
What does a client mean when they say the timing is off for a project?
It often indicates resistance against facing discomfort regarding the proposal.
What does the term ‘impracticality’ imply in the context of client resistance?
The client may perceive the consultant as unrealistic or idealistic.
How do clients often react to unexpected news?
They may express that they are ‘not surprised,’ indicating a desire for control.
What is the most blatant form of resistance from a client?
Attack, characterized by angry words and aggressive behavior.
How should confusion from a client be interpreted?
It could indicate a difficulty in expressing ‘no’ rather than a genuine lack of understanding.
What does silence from a client usually indicate?
It often means that the client’s reactions are being blocked and may signal resistance.
What is intellectualizing as a form of resistance?
Shifting the discussion to theories instead of focusing on action.
What phrases indicate moralizing resistance?
Phrases like ‘those people’ and ‘should’ signal a moralizing defense against reality.
What is compliance in the context of client resistance?
When a client agrees with you but doesn’t express reservations, indicating hidden resistance.
What should consultants watch for when a client focuses on methodology?
Excessive questioning about methods may indicate resistance if it goes beyond establishing credibility.
Fill in the blank: Resistance is a predictable, natural reaction against the process of being _______.
[helped].
True or False: Resistance is always a negative aspect of the consulting process.
False; it can be a necessary part of the learning process.
How can a consultant view resistance as a sign of being on target?
By recognizing it as a natural process in the client’s emotional journey.
What should a consultant do when faced with a passive client?
Be cautious, as silence may mean resistance rather than agreement.
What should you be prepared to discuss after administering a questionnaire?
How many people responded, at what level of response, and whether the findings are statistically significant at the .05 level.
What does repeated questioning about methods indicate after the initial 10 minutes?
It may indicate resistance.
What is the primary purpose of the meeting mentioned in the text?
To understand the problem and decide what to do about it.
What is ‘Flight into Health’ in the context of consulting?
A form of resistance where the client appears to no longer have the initial problem as the project progresses.
What might a manager say to indicate ‘Flight into Health’?
It appears the problem is not so severe.
What does the term ‘resistance’ refer to in the consulting context?
Defense against facing difficult choices or confronting unpleasant realities.
What can the desire for immediate solutions from a client indicate?
A rush to solutions can be a defense mechanism that prevents learning about the nature of the problem.
What is an important aspect of coping with resistance in clients?
Do not take it personally.
What are underlying concerns clients may resist addressing?
- Control
- Vulnerability
What does maintaining control represent in most organizations?
A central value system.
What can excessive control lead to in an organization?
Poorer performance despite the belief in maintaining control.
What is a common fear among clients regarding organizational dynamics?
The fear of losing control.
What are some difficult realities clients may resist facing?
- Firing underperforming employees
- Surfacing group dissatisfaction
- Acknowledging personal inadequacies
- Confronting political risks
- Lacking necessary skills
What is an example of a situation where resistance is not present?
When a manager directly states they do not wish to start a project.
What can client resistance sometimes reflect?
Concerns over control or vulnerability.
What does the phrase ‘Sometimes a cigar is just a cigar’ imply in consulting?
Not all client objections are rooted in resistance; some may simply reflect a lack of interest.
What are three common fears of clients?
- Helplessness
- Alienation
- Confusion
What can create discomfort in consultants when clients express fears indirectly?
The indirect expression of clients’ concerns can lead to misinterpretation as resistance.
What should consultants focus on when faced with resistance from clients?
Helping clients confront difficult realities.
What does it mean when clients express concerns about control?
They may feel threatened by changes that could disrupt their established power dynamics.
What might cause a client to express resistance indirectly?
Blaming factors like lack of data, time, or budget.
What is a key element in addressing client resistance effectively?
Understanding the underlying anxieties driving their behavior.
What feelings can lead to client resistance?
Helplessness, alienation, and confusion
These feelings can create discomfort in both the client and consultant if not expressed directly.
What is the relationship between client resistance and consultant resistance?
They are complementary
Both types of resistance can stem from similar underlying concerns.
What are the potential outcomes of a client moving towards flawlessness?
Easier consultant task
As clients move towards their potential, they engage more positively in the consultation process.
What are the characteristics of client potential?
- Choice
- High impact
- Engagement
- Clarity
These traits indicate a client’s ability to take control and act on their situation.
What are the characteristics of consultant potential?
- Authenticity
- Clarity
- High impact
- Close relationship
These traits help consultants effectively guide clients towards their potential.
What cultural factors hinder managers from asking for help?
- Competitive organizational climate
- Individualistic culture
These factors create a stigma around seeking support, seen as a sign of weakness.
What feeling might make managers believe nothing can be done to help them?
Feeling beyond help
This belief can stem from past unsuccessful attempts to solve problems.
What should be explored when encountering resistance?
The manager’s feeling of futility
Addressing this feeling can lead to a realization that it is only a point of view.
What do clients often want when asking for help?
Confirmation, not change
Clients may desire reassurance about their actions while also seeking solutions.
What is the emotional process behind client resistance?
It is not rational or intellectual
Resistance often stems from conflicting emotions that clients experience.
What is a significant cause of resistance related to change?
Fear of the unknown
Clients may prefer familiar discomfort over the unpredictability of change.
What type of organizations are often the most difficult clients?
Low-performing organizations
These organizations tend to resist change despite needing it the most.
What is the common perception of ‘ogres’ in organizations?
Stubborn, autocratic, and insensitive
They are often seen as difficult clients but may have their own vulnerabilities.
What do ‘angels’ in organizations represent?
Supportive but may avoid confrontation
They often have reservations and may not directly address real issues.
What myth about consulting should be addressed?
The need for a heroic self-image
This belief can lead to poor decision-making and taking on bad contracts.
What should consultants resist when faced with difficult contracts?
Taking unstable or unrealistic contracts
Consultants should prioritize projects that offer intrinsic rewards.
What is the first step in dealing with resistance?
Understanding how resistance comes about
This foundational knowledge helps in developing strategies to address resistance.
