CHAPTER

10

Interpersonal and Group

Process Approaches
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 Understand the diagnostic issues associated with
interpersonal relations and group dynamics
interventions.
 Illustrate the principles of the process consultation
intervention.
 Describe the process of third-party conflict
resolution.
 Discuss and evaluate the core organization
development (OD) intervention of team building.
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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 4
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 Basic Process Interventions

 Individual Interventions
 Aimed at helping people better communicate
with others
 Johari Window
 Group Interventions
 Aimed at the process, content or structure of
the group

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 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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 Third-Party Interventions

 Activities that focus on interpersonal

conflicts within the organization
 Interventions help involved parties
interact with each other directly,
facilitating diagnosis of the conflict and
its resolution

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Cyclical Model of Interpersonal Conflict

Triggering
Behavior Triggering Behavior
Event
Event

Issues
Issues Consequences Consequences

Episode 1 Episode 2

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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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 Team Building Activities

 Determine the Intervention Target

 One or more individuals
 A group’s operation and behavior
 A group’s relationships with the rest of the
organization
 Determine the Intervention Orientation
 Diagnostic
 Developmental

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 Types of Teams

 Groups reporting to the same manager

 Groups involving people with common goals
 Temporary groups formed to accomplish a
specific, one-time task
 Groups consisting of people whose work roles
are interdependent
 Groups with no formal links but whose collective
purpose requires coordination

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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 13
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