timothy d. kruse, m.s., ncc1 process consultation a brief synopsis of john j. sherwoods...

Timothy D. Kruse, M.S., NCC 1

Process ConsultationProcess Consultation

A Brief Synopsis of John J. Sherwood’s Action-Research

Model.

Timothy D. Kruse, M.S., NCC

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Process ConsultationProcess Consultation

For the confidential use of students of Dr. Gail Johnson.

– Permission to quote, distribute, or reproduce in any form any of these materials is expressly denied. Information herein is provided by personal communications.

Timothy D. Kruse, M.S., NCC

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Process ConsultationProcess Consultation

A distinction between Content & Process In all interactions between people, there are two

major ingredients: content and process. The content is the subjective matter people are discussing or the task on which they are working. The focus of attention of all persons is on the content of what is being discussed. The second ingredient is the process by which the discussion is taking place or the task being pursued. Process is a term used to refer to the ways in which people are working together.

Timothy D. Kruse, M.S., NCC

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Process ConsultationProcess Consultation

Process Consultation is:– “A set of activities on the part of the consultant

which help the client to perceive, understand, and act upon process events which occur in the client’s environment.” (E.H. Schein, Process consultation: Its role in organization development. Reading, Mass.: Addison-Wesley, 1969, p.9).

See “Process Consultation” Handout.

Timothy D. Kruse, M.S., NCC

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A Brief History of the Action A Brief History of the Action Research (AR) ModelResearch (AR) Model

Dewey (1933) – Paradigm for Problematic Inquiry

Lewin (1948) – Founder of the National Training Laboratory

Collier (1945) – Indian Affairs Commissioner / Collaboration

Timothy D. Kruse, M.S., NCC

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A Brief History of the Action A Brief History of the Action Research (AR) ModelResearch (AR) Model

Schein (1969) – Process vs. Content Consultation

French & Bell (1978) – Experimental vs. Participant Action

Sherwood (1973) – Action Research Model

Timothy D. Kruse, M.S., NCC

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Sherwood’s (1973) AR ModelSherwood’s (1973) AR Model

Limited Research– Focus on problem vs. data gathering– Client involved from inception to final

feedback loops

Nine stages/phasesAttempts to teach client problem solving

techniques (…be own AR consultant)

Timothy D. Kruse, M.S., NCC

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Sherwood’s (1973) AR ModelSherwood’s (1973) AR Model

Nine stages/phases for the discouraged system– Problem felt– Study conceived– Study introduced– Data gathered– Data collected / collated – Data Feedback– Action Planning– Action Taken– Follow up------------------------------(Feedback Loop)

Timothy D. Kruse, M.S., NCC

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Stage 1- Problem FeltStage 1- Problem Felt

Initial phone call.Initial assessment.

– Can I Help?

Clearly define who/what you are.Clearly define consulting relationship.Explain role as consultant.

– Identify Client vs. Sponsor.

Timothy D. Kruse, M.S., NCC

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Stage 2 – Study ConceivedStage 2 – Study Conceived

Use declarative statements.– Basic Attending Skills.– “This is my understanding…tell me yours.”

Clarify Goals.– “what will it look like when it is improved?”

Sharpen Goals.– Be more specific and task oriented.

Identify who is involved.– Because consultant only “coaches.”

Timothy D. Kruse, M.S., NCC

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Stage 2 – Study ConceivedStage 2 – Study Conceived

Clarify that “No” = better service.– Rather than to follow dogmatically.– Paradoxing the client.

Inform sponsor you will disagree with him/her during initial meeting and the purpose for this.– Promotes lucid boundaries for participants.– Alleviates anxieties concerning role of consultant.

Send sponsor AR model. Set up meeting with ALL involved.

Timothy D. Kruse, M.S., NCC

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Stage 3 – Study IntroducedStage 3 – Study Introduced

Sponsor convenes the meeting.– Sponsor in control of meeting.

Introduce AR model to client (ct).Disagree with sponsor.

– Demonstrate to the ct they are indeed the ct.

Define roles as per AR model.

Timothy D. Kruse, M.S., NCC

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Stage 3 – Study IntroducedStage 3 – Study Introduced

Looking for…– Are all pertinent people involved?– Are you getting their input? – open ended

exploratory questioning.– What are the sequence of events for the group

interaction?

“We’re looking to improve the situation.”

Timothy D. Kruse, M.S., NCC

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Stage 3 – Study IntroducedStage 3 – Study Introduced

Set up interview times with ct.– All clients to be interviewed.– Interview sponsor in the middle.– 1 ½ hours per interview.

Close meeting with…– Review of AR model.– Explanation of what’s next.

Allow 2 weeks for interviews.

Timothy D. Kruse, M.S., NCC

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Stage 4 – Data GatheringStage 4 – Data Gathering

Introduce self & take notes. Review AR model.

– Teaching ct to be own AR consultant. Open with easy question.

– “So what’s it like to be a _____ at the Zoo?” Have list of questions.

– Ask same questions to all.– Its recommended to add questions as you learn.– Task oriented, open ended exploratory questions.

Timothy D. Kruse, M.S., NCC

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Stage 4 – Data GatheringStage 4 – Data Gathering

Have them talk about what is operating well.

Ask fewer questions that elicit “personal stuff.”– Complaints should be turned into tasks for

organization.Have them talk about specifics.

– To find patterns.

Timothy D. Kruse, M.S., NCC

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Stage 4 – Data GatheringStage 4 – Data Gathering

Felicitous Questions…– What needs to be done differently?– What needs to change?– What are the strengths?– What are the areas for improvement?– What can you contribute to…?– Anything else I need to know?– What should I have asked that I have not?

Timothy D. Kruse, M.S., NCC

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Stage 4 – Data GatheringStage 4 – Data Gathering

Review AR model.– Repetition…

Teaching ct to be own consultant. Teaching future problem solving skills. Teaching group process skills. Teaching basic attending skills. Dissuades recidivism.

Timothy D. Kruse, M.S., NCC

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Stage 5 – Collate Data Stage 5 – Collate Data

Randomly list out responses and edit to exhibit patterns and themes next to each other.

Use qualitative (naturalistic) inquiry and research design to organize interviews and data collected into categories and themes.– See Lincoln & Guba (1985).– Remember to charge!

Timothy D. Kruse, M.S., NCC

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Stage 6 – Data FeedbackStage 6 – Data Feedback

Day of meeting…– Meet with sponsor first 10a to 12p.– Coach sponsor to…

Listen carefully Seek clarity Seek pertinent information Expect defensiveness Do not allow new, interlarding information

– Just make gathered information Public

Timothy D. Kruse, M.S., NCC

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Stage 6 – Data FeedbackStage 6 – Data Feedback

“Here is the data. Do you understand?” Look for patterns and themes. Goal is to understand not defend or complain. Prioritize data with consultant (as coach) to pick

helpful, easier goals first (i.e., Breakthrough Project Model of Consultation)

More challenging goals come second.

Timothy D. Kruse, M.S., NCC

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Stage 6 – Data FeedbackStage 6 – Data Feedback

– Meeting with ct 1p – 4p.– No defending, just hear data collected.– Sponsor is to listen and facilitate meeting.

That’s It!

– Expand on information, DO NOT attempt to solve.

Timothy D. Kruse, M.S., NCC

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Stage 6 – Data FeedbackStage 6 – Data Feedback

– Expect denial and rejection. Do not allow witch hunts, blaming.

– Remain calm and absorb the BS.– Prioritize items.– Make agenda for next meeting.– Action planning meeting in 2 weeks.

Timothy D. Kruse, M.S., NCC

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Stage 7 – Action PlanningStage 7 – Action Planning

Consultant coaches while ct prioritizes, chooses, and determines who will do what.

Write goals and who is responsible on large room size poster and hang on a wall in a community, communal room so that all participants know the expectations and who does what.

Timothy D. Kruse, M.S., NCC

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Stage 8 – Action TakenStage 8 – Action Taken

Time line determined by stage 7 and goals.Consultant leaves and allows system to

interact.Consultant will return at pre-determined

time to follow-up on action taken.

Timothy D. Kruse, M.S., NCC

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Stage 9 – Follow UpStage 9 – Follow Up

“Did we conceptualize the problem well?”If better…

– Collective move on to more challenging goals via same process.

If not better…– Feedback Loop

Timothy D. Kruse, M.S., NCC

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Feedback LoopFeedback Loop

Nine stages/phases for the discouraged system– Problem felt----------------------------(Feedback Loop)– Study conceived– Study introduced– Data gathered– Data collected / collated – Data Feedback– Action Planning– Action Taken– Follow up------------------------------(Feedback Loop)

Timothy D. Kruse, M.S., NCC

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Questions?Questions?