Process Consultation
A Brief Synopsis of John J.
Sherwood’s Action-Research
Model.
Timothy D. Kruse, M.S., NCC
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Timothy D. Kruse, M.S., NCC
Process 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.
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Timothy D. Kruse, M.S., NCC
Process 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.
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Timothy D. Kruse, M.S., NCC
Process 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.
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Timothy D. Kruse, M.S., NCC
A Brief History of the Action
Research (AR) Model

Dewey (1933)
– Paradigm for Problematic Inquiry

Lewin (1948)
– Founder of the National Training Laboratory

Collier (1945)
– Indian Affairs Commissioner / Collaboration
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Timothy D. Kruse, M.S., NCC
A Brief History of the Action
Research (AR) Model

Schein (1969)
– Process vs. Content Consultation

French & Bell (1978)
– Experimental vs. Participant Action

Sherwood (1973)
– Action Research Model
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Timothy D. Kruse, M.S., NCC
Sherwood’s (1973) AR Model

Limited Research
– Focus on problem vs. data gathering
– Client involved from inception to final
feedback loops

Nine stages/phases
 Attempts to teach client problem solving
techniques (…be own AR consultant)
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Timothy D. Kruse, M.S., NCC
Sherwood’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)
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Timothy D. Kruse, M.S., NCC
Stage 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.
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Timothy D. Kruse, M.S., NCC
Stage 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.”
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Timothy D. Kruse, M.S., NCC
Stage 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.
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Timothy D. Kruse, M.S., NCC
Stage 3 – Study Introduced
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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.
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Timothy D. Kruse, M.S., NCC
Stage 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.”
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Timothy D. Kruse, M.S., NCC
Stage 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.
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Timothy D. Kruse, M.S., NCC
Stage 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.
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Timothy D. Kruse, M.S., NCC
Stage 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.
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Timothy D. Kruse, M.S., NCC
Stage 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?
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Timothy D. Kruse, M.S., NCC
Stage 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.
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Timothy D. Kruse, M.S., NCC
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!
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Timothy D. Kruse, M.S., NCC
Stage 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
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Timothy D. Kruse, M.S., NCC
Stage 6 – Data Feedback
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



“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.
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Timothy D. Kruse, M.S., NCC
Stage 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.
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Timothy D. Kruse, M.S., NCC
Stage 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.
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Timothy D. Kruse, M.S., NCC
Stage 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.
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Timothy D. Kruse, M.S., NCC
Stage 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.
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Timothy D. Kruse, M.S., NCC
Stage 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
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Timothy D. Kruse, M.S., NCC
Feedback 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)
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Timothy D. Kruse, M.S., NCC
Questions?
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