CHAPTER 13 From Diagnosis to Discovery Flashcards
What are the two primary purposes of the discovery phase?
- To develop an independent and fresh way of looking at what is going on
- To create a process that leads to client commitment, ownership, and action
How does the traditional approach to discovery differ from the newer approach?
The traditional approach is problem-focused and involves diagnosis, while the newer approach is possibility-focused and emphasizes strengths and assets.
What is the asset-based or strength-based approach?
An approach that focuses on what is working well, the client’s strengths and gifts, rather than on problems and deficiencies.
What is Positive Deviance?
A discovery strategy that looks for examples in the system where something is working well, developed by Jerry and Monique Sternin.
What is Appreciative Inquiry?
A method that focuses on what is working well for an organization and what traditions and rituals are worth sustaining.
Why is the relationship aspect important in the discovery phase?
The relationship aspect is crucial for creating ownership of the solutions and ensuring client engagement.
What is the ‘presenting problem’ in consulting?
The specific issue that the client wants resolved, often characterized by a desire for a quick, easy solution.
True or False: Clients prefer long-term solutions that require their involvement.
False
What does the term ‘diagnosis’ imply in a consulting context?
It implies that a consultant can analyze a situation, identify problems, and prescribe solutions, which may not be realistic for complex human systems.
What is the key distinction between a research approach and an action approach in the discovery process?
A research approach focuses on understanding the situation, while an action approach emphasizes factors under client control that can lead to improvement.
List the four focuses of an action-oriented discovery approach.
- Simplifying and narrowing the inquiry
- Using everyday language
- Focusing on the relationship with the client
- Treating client organization data as valid information
What is one of the consultant’s most important contributions to a client?
Redefining the problem to align with the client’s understanding and the underlying issues.
Fill in the blank: The purpose of discovery is to mobilize ______ that will improve the organization’s functioning.
[action]
What challenge do consultants face concerning client expectations?
Clients often want quick, turnkey solutions, which may differ from what is genuinely helpful for long-term improvement.
What does the discovery process emphasize over research?
Action and utilization aimed at improving the client’s situation rather than merely understanding it.
True or False: The politics of an organization are not significant in the discovery process.
False
What is the client’s initial attempt to describe the cause of difficulties called?
The presenting problem
The presenting problem is often an incomplete definition of the actual issue.
Why do managers’ attempts at solving problems often fail?
Because their attempts to describe the cause of the pain have been inaccurate
Accurate problem definition is crucial for effective solutions.
What is the role of a consultant in relation to the presenting problem?
To redefine the initial problem statement for the client
Consultants should conduct their own analysis to identify the real problem.
List three reasons identified by supervisors for employee turnover in the example provided.
- Salaries in hi-tech are out of control
- Housing was hard to find in desirable areas
- Young people want too much too soon
What did the management implement in response to the presenting problem?
- Conducted a salary survey
- Created a housing section in HR
- Held workshops about business career realities
What was the outcome a year and a half after implementing the initial solutions?
The turnover rate was not reduced and was even higher in some sections
Initial solutions did not address the underlying causes.
What did the internal consultants discover about the real reasons for employee turnover?
- Lack of support and attention for new hires
- Delayed responsible assignments
- No accurate feedback from supervisors
How did the redefinition of the problem shift the focus of responsibility?
From external factors like salary and housing to internal accountability for employee support
This shift is crucial for effective problem-solving.
What series of programs did management start after redefining the problem?
Programs for supervisors and new hires to contract on time spent together, tasks assigned, and feedback schedules
This approach aimed to improve support for new employees.
What is the essence of discovery according to the text?
To move from the language of innocence to accountability
This involves recognizing the organization’s role in the problem.
True or False: Consultants should completely avoid discussing management issues.
False
Management style and politics can significantly affect problem resolution.
What are social system problems in the context of technical or business problems?
How the technical or business problem is being managed
These issues often accompany technical challenges.
What should each assessment by a consultant include?
A section devoted to how the problem is being managed
This helps provide a clear picture of the overall situation.
What is one key action a consultant should take during the discovery phase?
Ask questions about the client’s personal role in causing or maintaining the problem
This encourages accountability and self-reflection.
Fill in the blank: The formulation of a problem is often more essential than its _______.
solution
What should consultants recognize about how clients manage them?
The similarity between how the client manages the consultant and how they manage their own organization
This insight can provide valuable context for addressing issues.
What language should consultants use when presenting data?
Language that people outside their area of expertise will understand
Clear communication is vital for effective consulting.
