CHAPTER 20 The Structures of Engagement Flashcards
What is the primary service of a consultant in the engagement process?
To raise clients’ consciousness about the value of engagement in the discovery and implementation process.
What happens if the quality of interaction within a client system does not change?
Standards, measurement, or rewards will not lead to any shifts.
What are the key elements of the contracting phase?
- A deep understanding of the concerns underlying the presenting problem
- The clear expression of wants in both directions
- An exploration of concerns about control and vulnerability
- Giving support
- Declaring what worked in this meeting
What does the discovery phase emphasize?
- Treating each interaction as a learning event
- Persistently asking what the client was doing to contribute to the problem
- Seeking language that gave clarity to reality without judging it
What are the requirements for sustaining engagement during implementation?
- Designing each gathering to strengthen connections
- Balancing between presentation and participation
- Supporting dissent and public expression of doubt
- Placing real choice on the table
- Initiating new conversations as a primary means for change
- Choosing a physical structure that supports community and peer connection
What is the essence of implementing any new strategy?
Whether people at several levels are going to take responsibility for the success of the change and the institution.
True or False: The nature and structure of meetings should exemplify the content of the change being discussed.
True
What are the eight practical ways for engaging people?
- Open with transparent purpose and a level playing field
- Contract for expectations about participation
- Rearrange the room
- Create a platform for openness and doubt
- Ask ‘What do we want to create together?’
- [Other methods not specified]
What should be included when opening a conversation or gathering?
- Describe the concerns that began the process
- Define the current state of the change effort
- Describe what the organization needs right now
- Provide an idea of the structure for the step
What should not be included in the opening of a meeting?
Upbeat motivational blessings from managers or sponsors who are not part of the whole session.
What is the purpose of asking participants about their expected value from a session?
To renegotiate the passive contract between leader and participant.
How does the arrangement of the meeting room affect engagement?
The shape and arrangement convey intentions about participation among peers.
What is the significance of creating a platform for openness and doubt?
It allows for honest conversations that are critical to building trust and accountability.
What kinds of questions should be asked to elicit doubts and reservations?
- What doubts and reservations do you have about what is on the table?
- What personal impact will the change have on me/us?
- What have we said ‘yes’ to that we no longer think will work?
- What is the ‘no’ we have been postponing?
What does the question ‘What do we want to create together?’ address?
It addresses the need for collaboration and the ownership of the future being defined.
Fill in the blank: The first part of the question ‘What do we want to create together?’ is about _______.
[creation]
Fill in the blank: The second part of the question ‘What do we want to create together?’ is about _______.
[together]
What is a common initial response when groups are asked what they can create together?
Lists of cooperative actions that each group can do alone.
What is required for creating something together in a group?
Crossing boundaries and yielding territory.
What is necessary to create something together in a change effort?
Cross boundaries and possibly yield territory.
What precedes a change in action?
A change in the conversation.
What do predictable conversations lead to?
Old actions.
What is the impact of old conversations on energy?
They breed cynicism and drain energy.
What is a key aspect of the conversations we should aim for?
Task-related conversations that people have not had before.
