CHAPTER 16 Focusing on the Picture Flashcards
What are the two focuses you can choose between in discovery?
Problem-focused or possibility-and asset-focused
The choice depends on the context and preferences of the consultant and the client.
What are the three different layers of analysis to collect information?
- Understanding the presenting problem
- What others are doing to create the problem
- What the client is doing to create the problem
What is the first step in the discovery process?
Re-decide to Proceed
This involves confirming the desire to make improvements rather than just conducting research.
What does the presenting problem represent?
A symptom of the real problem
Identifying it is crucial for deepening the client’s understanding of the issue.
What should be considered when deciding who will be involved in the discovery?
- Levels of the organization
- Diversity of participants
- Inclusion of customers and suppliers
What is the maximum recommended number of questions for discovery?
Fewer than 20
Too much data can be overwhelming and counterproductive.
Name two methods of inquiry for collecting data.
- Interview
- Survey
What is the purpose of summarizing the picture in the discovery process?
To create a visual impact of the story and ensure it is easy to understand.
True or False: The discovery process should be entirely objective and free from biases.
False
Insight from the consultant’s perspective is considered valuable rather than bias.
What are some aspects of organizational life to explore during discovery?
- Objectives
- Subgroups
- Support
- Evaluation
- Positive history
- Status differences
- Authority and power
- Decision-making
- Norms for individual behavior
- Management information
- Leadership style
- Conflict
- Domination
- Attitudes about the project
- Diversity
- Going forward
What is the significance of understanding an organization’s culture during discovery?
It helps to manage the implementation of recommendations effectively.
Fill in the blank: The process is not complete until a __________ has been made to do something.
decision
What should you focus on when selecting dimensions for your discovery?
Dimensions that you are comfortable with and that provide insight into the problem.
How can resistance during the feedback meeting be addressed?
By allowing enough time for discussion rather than just presentation.
What is the last step in the discovery process?
Implementation
Staying involved during implementation increases the chances of effective change.
What is the purpose of asking specific questions during a consultation?
To gather data on the organization and understand how it manages its current situation.
This helps in forming a clear picture for reporting at the feedback meeting.
Why is accurate information about an organization’s functioning valuable?
Most managers lack objective insight due to vested interests, making outside perspectives unique and valuable.
This can help in addressing sensitive issues effectively.
What role does the interview play in the consulting process?
It serves as a means of discovery and helps build relationships with clients.
The interpersonal nature of interviews is crucial for effective consulting.
What is the effect of asking questions during an interview?
It stimulates clients to rethink their actions and highlights important focus areas for problem-solving.
Clients often learn from the choice of topics investigated.
How should resistance be handled during an interview?
Identify the resistance, name it, and wait for the person’s response.
If unproductive, it may be better to terminate the discussion to build trust.
What do the layers of analysis refer to?
They represent different levels of understanding a problem, akin to peeling an onion.
Each layer reveals deeper causes and actionable statements.
What is typically found in the top layer of analysis?
The presenting problem, often expressed in organizational or business terms.
Examples include issues like product delivery or system functionality.
What does the second layer of analysis involve?
Identifying how other individuals or groups contribute to the problem’s severity.
This includes understanding limitations imposed by others.
What is explored in the third layer of analysis?
The individual’s own role and contributions to the problem.
This layer emphasizes personal responsibility in the situation.
What should you ask to uncover the top layer of a problem?
What is the technical or business problem that you are experiencing?
This question aims to clarify the immediate issue.
Fill in the blank: The first portrayal of a problem usually inspires _______.
futility.
What is a common response when asking about an individual’s role in a problem?
I don’t know of anything I am doing that is a problem.
This response can indicate reluctance to acknowledge personal contribution.
What should you do if a client does not see themselves as part of the problem?
Explore why they perceive themselves as victims and not players in the situation.
This can reveal underlying management issues.
What is the root issue in analyzing responsibility for a problem?
How much ownership individuals feel for the problem versus feeling like victims.
This affects the energy available for action.
What does the client’s management style reveal about their organization?
It reflects how they manage resources, including how they manage consultants.
Observing your experience with the client can provide insights.
What are the key points to observe during a discovery meeting?
Client’s interest, defensiveness, openness to change, and unrealistic expectations.
These observations guide further exploration.
What should you consider regarding organizational folklore during a project?
Identify truths that may block resolution and potential blind spots in the client’s perspective.
Understanding the culture is crucial for effective consulting.
What types of statements can you make during a discovery meeting?
- Supporting statements
- Confronting statements
Both types contribute to the dynamics of the meeting.
What is the focus of nonverbal data during a meeting?
Messages regarding client commitment and involvement in the project.
Nonverbal cues can provide additional context to the discussion.
What should be reviewed after a discovery meeting?
- How the client managed the discussion
- The technical problem or possibility
- Contributions from others
- Client’s role in the problem
- Organizational folklore
- Supporting and confronting statements made
- Nonverbal data observed
This review helps consolidate insights gained during the meeting.
