CHAPTER

10/11

Interpersonal, Group
Process and Organization
Process Approaches
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 Process Interventions

A set of activities on the part of the consultant

that helps group members understand, diagnose,
and improve their behaviors to devise more effective
ways of working.
Interventions are aimed at helping the group
become better able to use its own resources to
identify and solve interpersonal problems and devise
more effective ways of working.

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 Process Consultation
Definition
The creation of a relationship that permits the client to
perceive, understand, and act on the process events
An approach that helps people and groups help
themselves
Group Process Issues
Communications
The functional roles of group members
Group problem solving and decision making
Group norms
Leadership and authority 3
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
 Johari Window

Unknown to Others Known to Others

Hidden Open Known to

Spot Window Self

Blind Unknown
Unknown
Spot to Self
Window

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 Improving Communications
Using the Johari Window

Unknown to Others Known to Others

Reduce Open Known to

Hidden Area Window Self
through
Disclosure to
Others
Reduce Blind Spot
Unknown
through Feedback from
to Self
Others
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Strategies for Conflict Resolution

Determine a clear understanding of the

triggering factors and prevent the conflict
through mandate
Set limits on the timing and extent of the
conflict
Help the parties to cope differently with
the conflict
Attempt to eliminate or resolve the basic
issues in the conflict
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Focus of Team Building Interventions

Individual Behavior in the Group

Alter the group’s ongoing processes by focusing on the
behaviors and attitudes of individual members
Group Operation and Behavior
An inward look by the team at its own performance,
behavior and culture for the purpose of improving
effectiveness
Group Relationships with the Organization
Understand the group’s role within the organization
including interaction, support, and collaboration
Manager’s Role 7
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Diagnostic Issues in Organization Process
Interventions

Organization process approaches are driven

by diagnostic data collected at the
organization level.
OD practitioners should be able to clearly
articulate a sound business case as to how
the environmental pressures or organization
design features constraining current
effectiveness will be addressed by the process
intervention.
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 Confrontation Meeting Process
Schedule the Meeting
Create a master list
Create groups representing
multiple perspectives Form problem-solving
groups
Set ground rules
Rank the issues and
opportunities, develop an
Groups identify problems action plan, specify timetable
and opportunities

Report out to the Provide periodic reports

large group to large group
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 Microcosm Groups

Small groups that solve problems in the

larger system
Small group member characteristics must
reflect the issue being addressed (e.g., if
addressing diversity, group must be
diverse)
Primary mechanism for change is “parallel
processes”

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 Resolving Intergroup Conflict

Groups and consultant convene to address issues

Groups are asked to address three questions
What qualities/attributes best describe our group?
What qualities/attributes best describe their group?
How do we think the other group will describe us?
Groups exchange and clarify answers
Groups analyze the discrepancies and work to
understand their contribution to the perceptions
Groups discuss discrepancies and contributions
Groups work to develop action plans on key areas
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 Large Group Interventions

Focus on issues affecting the whole organization or

large segments of it, such as developing new
products or services, responding to environmental
change or introducing new technology
Various Change Programs
Search Conferences
Open-Space Meetings
Open-Systems Planning
World Cafés
Decision Accelerators
Appreciative Inquiry Summits
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