CHAPTER 10 Understanding Resistance

Question 1

What is the hardest part of consulting?

Answer 1

Successfully navigating resistance from the client and those around us.

Question 2

Why might clients resist despite clear and logical presentations?

Answer 2

Resistance is a reaction to an emotional process within the client, not a reflection of the logical conversation.

Question 3

Is resistance a natural part of the consulting process?

Answer 3

Yes, resistance is predictable, natural, and necessary for the learning process.

Question 4

What should consultants do when they encounter resistance?

Answer 4

Identify resistance, view it as natural, support the client in expressing it, respond positively, and not take it personally.

Question 5

What does it mean when a client keeps asking for more detail?

Answer 5

It may be a form of resistance rather than a simple quest for information.

Question 6

What is a subtle form of resistance related to being overwhelmed with information?

Answer 6

Flooding you with detail.

Question 7

What does a client mean when they say the timing is off for a project?

Answer 7

It often indicates resistance against facing discomfort regarding the proposal.

Question 8

What does the term ‘impracticality’ imply in the context of client resistance?

Answer 8

The client may perceive the consultant as unrealistic or idealistic.

Question 9

How do clients often react to unexpected news?

Answer 9

They may express that they are ‘not surprised,’ indicating a desire for control.

Question 10

What is the most blatant form of resistance from a client?

Answer 10

Attack, characterized by angry words and aggressive behavior.

Question 11

How should confusion from a client be interpreted?

Answer 11

It could indicate a difficulty in expressing ‘no’ rather than a genuine lack of understanding.

Question 12

What does silence from a client usually indicate?

Answer 12

It often means that the client’s reactions are being blocked and may signal resistance.

Question 13

What is intellectualizing as a form of resistance?

Answer 13

Shifting the discussion to theories instead of focusing on action.

Question 14

What phrases indicate moralizing resistance?

Answer 14

Phrases like ‘those people’ and ‘should’ signal a moralizing defense against reality.

Question 15

What is compliance in the context of client resistance?

Answer 15

When a client agrees with you but doesn’t express reservations, indicating hidden resistance.

Question 16

What should consultants watch for when a client focuses on methodology?

Answer 16

Excessive questioning about methods may indicate resistance if it goes beyond establishing credibility.

Question 17

Fill in the blank: Resistance is a predictable, natural reaction against the process of being _______.

Answer 17

[helped].

Question 18

True or False: Resistance is always a negative aspect of the consulting process.

Answer 18

False; it can be a necessary part of the learning process.

Question 19

How can a consultant view resistance as a sign of being on target?

Answer 19

By recognizing it as a natural process in the client’s emotional journey.

Question 20

What should a consultant do when faced with a passive client?

Answer 20

Be cautious, as silence may mean resistance rather than agreement.

Question 21

What should you be prepared to discuss after administering a questionnaire?

Answer 21

How many people responded, at what level of response, and whether the findings are statistically significant at the .05 level.

Question 22

What does repeated questioning about methods indicate after the initial 10 minutes?

Answer 22

It may indicate resistance.

Question 23

What is the primary purpose of the meeting mentioned in the text?

Answer 23

To understand the problem and decide what to do about it.

Question 24

What is ‘Flight into Health’ in the context of consulting?

Answer 24

A form of resistance where the client appears to no longer have the initial problem as the project progresses.

Question 25

What might a manager say to indicate 'Flight into Health'?

Answer 25

It appears the problem is not so severe.

Question 26

What does the term 'resistance' refer to in the consulting context?

Answer 26

Defense against facing difficult choices or confronting unpleasant realities.

Question 27

What can the desire for immediate solutions from a client indicate?

Answer 27

A rush to solutions can be a defense mechanism that prevents learning about the nature of the problem.

Question 28

What is an important aspect of coping with resistance in clients?

Answer 28

Do not take it personally.

Question 29

What are underlying concerns clients may resist addressing?

Answer 29

* Control * Vulnerability

Question 30

What does maintaining control represent in most organizations?

Answer 30

A central value system.

Question 31

What can excessive control lead to in an organization?

Answer 31

Poorer performance despite the belief in maintaining control.

Question 32

What is a common fear among clients regarding organizational dynamics?

Answer 32

The fear of losing control.

Question 33

What are some difficult realities clients may resist facing?

Answer 33

* Firing underperforming employees * Surfacing group dissatisfaction * Acknowledging personal inadequacies * Confronting political risks * Lacking necessary skills

Question 34

What is an example of a situation where resistance is not present?

Answer 34

When a manager directly states they do not wish to start a project.

Question 35

What can client resistance sometimes reflect?

Answer 35

Concerns over control or vulnerability.

Question 36

What does the phrase 'Sometimes a cigar is just a cigar' imply in consulting?

Answer 36

Not all client objections are rooted in resistance; some may simply reflect a lack of interest.

Question 37

What are three common fears of clients?

Answer 37

* Helplessness * Alienation * Confusion

Question 38

What can create discomfort in consultants when clients express fears indirectly?

Answer 38

The indirect expression of clients' concerns can lead to misinterpretation as resistance.

Question 39

What should consultants focus on when faced with resistance from clients?

Answer 39

Helping clients confront difficult realities.

Question 40

What does it mean when clients express concerns about control?

Answer 40

They may feel threatened by changes that could disrupt their established power dynamics.

Question 41

What might cause a client to express resistance indirectly?

Answer 41

Blaming factors like lack of data, time, or budget.

Question 42

What is a key element in addressing client resistance effectively?

Answer 42

Understanding the underlying anxieties driving their behavior.

Question 43

What feelings can lead to client resistance?

Answer 43

Helplessness, alienation, and confusion ## Footnote These feelings can create discomfort in both the client and consultant if not expressed directly.

Question 44

What is the relationship between client resistance and consultant resistance?

Answer 44

They are complementary ## Footnote Both types of resistance can stem from similar underlying concerns.

Question 45

What are the potential outcomes of a client moving towards flawlessness?

Answer 45

Easier consultant task ## Footnote As clients move towards their potential, they engage more positively in the consultation process.

Question 46

What are the characteristics of client potential?

Answer 46

* Choice * High impact * Engagement * Clarity ## Footnote These traits indicate a client's ability to take control and act on their situation.

Question 47

What are the characteristics of consultant potential?

Answer 47

* Authenticity * Clarity * High impact * Close relationship ## Footnote These traits help consultants effectively guide clients towards their potential.

Question 48

What cultural factors hinder managers from asking for help?

Answer 48

* Competitive organizational climate * Individualistic culture ## Footnote These factors create a stigma around seeking support, seen as a sign of weakness.

Question 49

What feeling might make managers believe nothing can be done to help them?

Answer 49

Feeling beyond help ## Footnote This belief can stem from past unsuccessful attempts to solve problems.

Question 50

What should be explored when encountering resistance?

Answer 50

The manager's feeling of futility ## Footnote Addressing this feeling can lead to a realization that it is only a point of view.

Question 51

What do clients often want when asking for help?

Answer 51

Confirmation, not change ## Footnote Clients may desire reassurance about their actions while also seeking solutions.

Question 52

What is the emotional process behind client resistance?

Answer 52

It is not rational or intellectual ## Footnote Resistance often stems from conflicting emotions that clients experience.

Question 53

What is a significant cause of resistance related to change?

Answer 53

Fear of the unknown ## Footnote Clients may prefer familiar discomfort over the unpredictability of change.

Question 54

What type of organizations are often the most difficult clients?

Answer 54

Low-performing organizations ## Footnote These organizations tend to resist change despite needing it the most.

Question 55

What is the common perception of 'ogres' in organizations?

Answer 55

Stubborn, autocratic, and insensitive ## Footnote They are often seen as difficult clients but may have their own vulnerabilities.

Question 56

What do 'angels' in organizations represent?

Answer 56

Supportive but may avoid confrontation ## Footnote They often have reservations and may not directly address real issues.

Question 57

What myth about consulting should be addressed?

Answer 57

The need for a heroic self-image ## Footnote This belief can lead to poor decision-making and taking on bad contracts.

Question 58

What should consultants resist when faced with difficult contracts?

Answer 58

Taking unstable or unrealistic contracts ## Footnote Consultants should prioritize projects that offer intrinsic rewards.

Question 59

What is the first step in dealing with resistance?

Answer 59

Understanding how resistance comes about ## Footnote This foundational knowledge helps in developing strategies to address resistance.