Class 7 adlt 610 fall 2011 diagnosis to discovery and data collection rev tjc


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  • Chapter 10 looks at the ways consultants work with the client during the diagnosis phase. Process consultation is about providing a helping relationship, but there may be difference between what the client wants and what is most helpful. Long term solutions require rethinking, rearranging, and relearning how things are currently done. This takes time and energy, and often involves delving deeper into interpersonal processes than we want to go. Resolution of the problem also requires action from the client Why does Block prefer Discovery to Diagnosis? Diagnosis is a rational term that undervalues the amount of emotional effort necessary to make improvements.
  • Discovery, engagement, and dialogue better describe the process involved in helping the client find a longer lasting answer to their problem. How do we help the client be open to the discovery process? Recognize resistance and how to deal with it Work on building client commitment Understand the politics and personalities surrounding the data collection Address the organizational element of each problem rationally Don’t be afraid to ask questions about how the problem is being managed This is a scary thought because it means gathering data from your client about your client! Engagement Dialogue sustained collective inquiry into processes, assumptions and certainties that compose everyday experiences (Isaacs, 1993)
  • Class 7 adlt 610 fall 2011 diagnosis to discovery and data collection rev tjc

    1. 1. Discovery and Data Gathering ADLT 610 October 17, 2011
    2. 2. Working With The Client During The Discovery Phase <ul><li>Maintain the helping relationship </li></ul><ul><li>Offer to clarify issues, not offer solutions </li></ul><ul><li>Aim for a long term solution, not a quick fix </li></ul><ul><li>Why do you think Block prefers the term Discovery to Diagnosis? </li></ul>
    3. 3. Building Client Capacity and Solving Problems So They Stay Solved <ul><li>Discovery </li></ul><ul><li>Engagement </li></ul><ul><li>Dialogue </li></ul><ul><li>How can we help the client be open to the discovery process? </li></ul><ul><li>Why is engagement important? </li></ul><ul><li>What is dialogue? </li></ul>
    4. 4. Action, Not Understanding <ul><ul><li>You need to ask, </li></ul></ul><ul><ul><li>‘ How is the problem being managed?’ </li></ul></ul><ul><ul><li>Data on how the client organization is functioning is valid and relevant information </li></ul></ul><ul><ul><li>Action Approach Research Approach </li></ul></ul><ul><ul><li>What are the main differences? </li></ul></ul>
    5. 5. Discovery Phase: To Do List <ul><ul><li>Plan data collection jointly with the client </li></ul></ul><ul><ul><li>DATA COLLECTION </li></ul></ul><ul><ul><li>Involve the client in interpretation of data </li></ul></ul><ul><ul><li>Identify and describe the technical problem and how it is being managed </li></ul></ul><ul><ul><li>Distinguish between the presenting problem and the underlying problem </li></ul></ul>
    6. 6. Steps Involved In Data Collection <ul><li>Identify the </li></ul><ul><li>presenting problem </li></ul><ul><li>Decide to proceed </li></ul><ul><li>Select dimensions </li></ul><ul><li>Decide who will be involved </li></ul><ul><li>Select the data collection method </li></ul><ul><li>Collect the data </li></ul>
    7. 7. Layers of Analysis
    8. 8. Case Study in Discovery <ul><li>AccuTime Corporation </li></ul><ul><li>Characters </li></ul><ul><ul><li>Dave Client </li></ul></ul><ul><ul><li>Ace Consultants </li></ul></ul><ul><ul><li>Susan </li></ul></ul><ul><ul><li>Joe </li></ul></ul><ul><ul><li>Karen </li></ul></ul><ul><ul><li>Brian </li></ul></ul><ul><ul><li>Katherine </li></ul></ul>
    9. 9. Steps Involved in Data Collection (cont) <ul><li>Funnel the Data </li></ul><ul><li>Summarize the data </li></ul><ul><li>Analyze the data with client </li></ul><ul><li>Provide feedback and recommendations </li></ul><ul><li>Help client make a decision </li></ul>
    10. 10. Using Your Experience as Data How the client manages you is an indication of how they manage the problem
    11. 11. Here’s To Successful Data Gathering!