CHAPTER 13 From Diagnosis to Discovery

Question 1

What are the two primary purposes of the discovery phase?

Answer 1

1. To develop an independent and fresh way of looking at what is going on
2. To create a process that leads to client commitment, ownership, and action

Question 2

How does the traditional approach to discovery differ from the newer approach?

Answer 2

The traditional approach is problem-focused and involves diagnosis, while the newer approach is possibility-focused and emphasizes strengths and assets.

Question 3

What is the asset-based or strength-based approach?

Answer 3

An approach that focuses on what is working well, the client’s strengths and gifts, rather than on problems and deficiencies.

Question 4

What is Positive Deviance?

Answer 4

A discovery strategy that looks for examples in the system where something is working well, developed by Jerry and Monique Sternin.

Question 5

What is Appreciative Inquiry?

Answer 5

A method that focuses on what is working well for an organization and what traditions and rituals are worth sustaining.

Question 6

Why is the relationship aspect important in the discovery phase?

Answer 6

The relationship aspect is crucial for creating ownership of the solutions and ensuring client engagement.

Question 7

What is the ‘presenting problem’ in consulting?

Answer 7

The specific issue that the client wants resolved, often characterized by a desire for a quick, easy solution.

Question 8

True or False: Clients prefer long-term solutions that require their involvement.

Answer 8

False

Question 9

What does the term ‘diagnosis’ imply in a consulting context?

Answer 9

It implies that a consultant can analyze a situation, identify problems, and prescribe solutions, which may not be realistic for complex human systems.

Question 10

What is the key distinction between a research approach and an action approach in the discovery process?

Answer 10

A research approach focuses on understanding the situation, while an action approach emphasizes factors under client control that can lead to improvement.

Question 11

List the four focuses of an action-oriented discovery approach.

Answer 11

• Simplifying and narrowing the inquiry
• Using everyday language
• Focusing on the relationship with the client
• Treating client organization data as valid information

Question 12

What is one of the consultant’s most important contributions to a client?

Answer 12

Redefining the problem to align with the client’s understanding and the underlying issues.

Question 13

Fill in the blank: The purpose of discovery is to mobilize ______ that will improve the organization’s functioning.

Answer 13

[action]

Question 14

What challenge do consultants face concerning client expectations?

Answer 14

Clients often want quick, turnkey solutions, which may differ from what is genuinely helpful for long-term improvement.

Question 15

What does the discovery process emphasize over research?

Answer 15

Action and utilization aimed at improving the client’s situation rather than merely understanding it.

Question 16

True or False: The politics of an organization are not significant in the discovery process.

Answer 16

False

Question 17

What is the client’s initial attempt to describe the cause of difficulties called?

Answer 17

The presenting problem

The presenting problem is often an incomplete definition of the actual issue.

Question 18

Why do managers’ attempts at solving problems often fail?

Answer 18

Because their attempts to describe the cause of the pain have been inaccurate

Accurate problem definition is crucial for effective solutions.

Question 19

What is the role of a consultant in relation to the presenting problem?

Answer 19

To redefine the initial problem statement for the client

Consultants should conduct their own analysis to identify the real problem.

Question 20

List three reasons identified by supervisors for employee turnover in the example provided.

Answer 20

• Salaries in hi-tech are out of control
• Housing was hard to find in desirable areas
• Young people want too much too soon

Question 21

What did the management implement in response to the presenting problem?

Answer 21

• Conducted a salary survey
• Created a housing section in HR
• Held workshops about business career realities

Question 22

What was the outcome a year and a half after implementing the initial solutions?

Answer 22

The turnover rate was not reduced and was even higher in some sections

Initial solutions did not address the underlying causes.

Question 23

What did the internal consultants discover about the real reasons for employee turnover?

Answer 23

• Lack of support and attention for new hires
• Delayed responsible assignments
• No accurate feedback from supervisors

Question 24

How did the redefinition of the problem shift the focus of responsibility?

Answer 24

From external factors like salary and housing to internal accountability for employee support

This shift is crucial for effective problem-solving.

Question 25

What series of programs did management start after redefining the problem?

Answer 25

Programs for supervisors and new hires to contract on time spent together, tasks assigned, and feedback schedules ## Footnote This approach aimed to improve support for new employees.

Question 26

What is the essence of discovery according to the text?

Answer 26

To move from the language of innocence to accountability ## Footnote This involves recognizing the organization's role in the problem.

Question 27

True or False: Consultants should completely avoid discussing management issues.

Answer 27

False ## Footnote Management style and politics can significantly affect problem resolution.

Question 28

What are social system problems in the context of technical or business problems?

Answer 28

How the technical or business problem is being managed ## Footnote These issues often accompany technical challenges.

Question 29

What should each assessment by a consultant include?

Answer 29

A section devoted to how the problem is being managed ## Footnote This helps provide a clear picture of the overall situation.

Question 30

What is one key action a consultant should take during the discovery phase?

Answer 30

Ask questions about the client's personal role in causing or maintaining the problem ## Footnote This encourages accountability and self-reflection.

Question 31

Fill in the blank: The formulation of a problem is often more essential than its _______.

Answer 31

solution

Question 32

What should consultants recognize about how clients manage them?

Answer 32

The similarity between how the client manages the consultant and how they manage their own organization ## Footnote This insight can provide valuable context for addressing issues.

Question 33

What language should consultants use when presenting data?

Answer 33

Language that people outside their area of expertise will understand ## Footnote Clear communication is vital for effective consulting.