CHAPTER 16 Focusing on the Picture

Question 1

What are the two focuses you can choose between in discovery?

Answer 1

Problem-focused or possibility-and asset-focused

The choice depends on the context and preferences of the consultant and the client.

Question 2

What are the three different layers of analysis to collect information?

Answer 2

• Understanding the presenting problem
• What others are doing to create the problem
• What the client is doing to create the problem

Question 3

What is the first step in the discovery process?

Answer 3

Re-decide to Proceed

This involves confirming the desire to make improvements rather than just conducting research.

Question 4

What does the presenting problem represent?

Answer 4

A symptom of the real problem

Identifying it is crucial for deepening the client’s understanding of the issue.

Question 5

What should be considered when deciding who will be involved in the discovery?

Answer 5

• Levels of the organization
• Diversity of participants
• Inclusion of customers and suppliers

Question 6

What is the maximum recommended number of questions for discovery?

Answer 6

Fewer than 20

Too much data can be overwhelming and counterproductive.

Question 7

Name two methods of inquiry for collecting data.

Answer 7

• Interview
• Survey

Question 8

What is the purpose of summarizing the picture in the discovery process?

Answer 8

To create a visual impact of the story and ensure it is easy to understand.

Question 9

True or False: The discovery process should be entirely objective and free from biases.

Answer 9

False

Insight from the consultant’s perspective is considered valuable rather than bias.

Question 10

What are some aspects of organizational life to explore during discovery?

Answer 10

• 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

Question 11

What is the significance of understanding an organization’s culture during discovery?

Answer 11

It helps to manage the implementation of recommendations effectively.

Question 12

Fill in the blank: The process is not complete until a __________ has been made to do something.

Answer 12

decision

Question 13

What should you focus on when selecting dimensions for your discovery?

Answer 13

Dimensions that you are comfortable with and that provide insight into the problem.

Question 14

How can resistance during the feedback meeting be addressed?

Answer 14

By allowing enough time for discussion rather than just presentation.

Question 15

What is the last step in the discovery process?

Answer 15

Implementation

Staying involved during implementation increases the chances of effective change.

Question 16

What is the purpose of asking specific questions during a consultation?

Answer 16

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.

Question 17

Why is accurate information about an organization’s functioning valuable?

Answer 17

Most managers lack objective insight due to vested interests, making outside perspectives unique and valuable.

This can help in addressing sensitive issues effectively.

Question 18

What role does the interview play in the consulting process?

Answer 18

It serves as a means of discovery and helps build relationships with clients.

The interpersonal nature of interviews is crucial for effective consulting.

Question 19

What is the effect of asking questions during an interview?

Answer 19

It stimulates clients to rethink their actions and highlights important focus areas for problem-solving.

Clients often learn from the choice of topics investigated.

Question 20

How should resistance be handled during an interview?

Answer 20

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.

Question 21

What do the layers of analysis refer to?

Answer 21

They represent different levels of understanding a problem, akin to peeling an onion.

Each layer reveals deeper causes and actionable statements.

Question 22

What is typically found in the top layer of analysis?

Answer 22

The presenting problem, often expressed in organizational or business terms.

Examples include issues like product delivery or system functionality.

Question 23

What does the second layer of analysis involve?

Answer 23

Identifying how other individuals or groups contribute to the problem’s severity.

This includes understanding limitations imposed by others.

Question 24

What is explored in the third layer of analysis?

Answer 24

The individual’s own role and contributions to the problem.

This layer emphasizes personal responsibility in the situation.

Question 25

What should you ask to uncover the top layer of a problem?

Answer 25

What is the technical or business problem that you are experiencing? ## Footnote This question aims to clarify the immediate issue.

Question 26

Fill in the blank: The first portrayal of a problem usually inspires _______.

Answer 26

futility.

Question 27

What is a common response when asking about an individual's role in a problem?

Answer 27

I don't know of anything I am doing that is a problem. ## Footnote This response can indicate reluctance to acknowledge personal contribution.

Question 28

What should you do if a client does not see themselves as part of the problem?

Answer 28

Explore why they perceive themselves as victims and not players in the situation. ## Footnote This can reveal underlying management issues.

Question 29

What is the root issue in analyzing responsibility for a problem?

Answer 29

How much ownership individuals feel for the problem versus feeling like victims. ## Footnote This affects the energy available for action.

Question 30

What does the client's management style reveal about their organization?

Answer 30

It reflects how they manage resources, including how they manage consultants. ## Footnote Observing your experience with the client can provide insights.

Question 31

What are the key points to observe during a discovery meeting?

Answer 31

Client's interest, defensiveness, openness to change, and unrealistic expectations. ## Footnote These observations guide further exploration.

Question 32

What should you consider regarding organizational folklore during a project?

Answer 32

Identify truths that may block resolution and potential blind spots in the client's perspective. ## Footnote Understanding the culture is crucial for effective consulting.

Question 33

What types of statements can you make during a discovery meeting?

Answer 33

* Supporting statements * Confronting statements ## Footnote Both types contribute to the dynamics of the meeting.

Question 34

What is the focus of nonverbal data during a meeting?

Answer 34

Messages regarding client commitment and involvement in the project. ## Footnote Nonverbal cues can provide additional context to the discussion.

Question 35

What should be reviewed after a discovery meeting?

Answer 35

* 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 ## Footnote This review helps consolidate insights gained during the meeting.