【正文】 alyzed. In situations like this, I find that the most helpful thing I can do is to share my “problem” with the client. Why should I assume that I always know what to do next? In as much as it is the client’s problem and reality we are dealing with, it is entirely appropriate for me to involve the client in my own efforts to be helpful.Module1Part3TheFacilitatorTheFacilitatorFunctions? Preparing? Determiningthegroup’sfocus? Fosteringtrust? Assessinggroupprocessprovidingfeedback? Keepingmunicationchannelsopenexposingtension? Managingconflict? ConcludingTheMetaskillsoftheFacilitator? Compassion? Mindfulness? Neutrality/FollowingtheProcess? Detachment/DualAwareness? Playfulness? BeginnersMind/Humility? PatienceFacilitationtechniques? Usingtheflipcharteffectively? Sortingthefield? Noticingsilentparticipants? Climatereport? Checkingin? ReflectivelisteningModule1Part4TheSolutionFinderProblemSolvingEdwarddeBono’sSixThinkingHatsWhiteHatFacts,InformationDataRedHatFeelings,HunchesIntuitionBlackHatCautions,ProblemsDifficultiesYellowHatBenefits,ValuesPositivesGreenHatIdeas,AlternativesPossibilitiesBlueHatProcessControlThinkingaboutThinkingProblemSolvingLevelsofThinking7CreativeWisdom6Joy/Passion5Perspective4OKwithnegativestress3Negativity/Unhappiness2Paralyses1TormentedThinker Extremelynegative,Verycritical,Disbelief,Anxious,Neurotic,Lifeisunbearable,Aggressive,Withdrawn,Nowayout,WarpedideaofrealityLethargic,Minddoesnotgetbodygoing,Dothingsslowly,Can’tcopewithsituation/life,Leavesthingstootherpeople,Putslifeonhold,Lazy,Procrastinates,MovesintotormentedstateUnhappy,Habitforming,Findsfault,Critical,Negativeconversation,Complaining,Revueminorperspective,Notactionorientated,Problemcentered,Lackstrying,Doesnotsmile,StereotypesStandback,Contemplates,SeesbiggerpictureEnjoyslife,Enjoysenvironment,Enjoyspeopleinteraction,Seeksenjoyment,AvoidspassionkillersKnowledge,Experience,Knowhow,UltimatePerspective,Openminded,Awakensjoyinothers,UnderstandlevelsofthinkingRationalises,Blamesothers,situation,Happenstoallofus,Weallgooftherailsattimes,WeareallalikeTheconceptofMentalModels“Mentalmodelsaredeeplyheldinternalimagesofhowtheworldworks,imagesthatlimitustofamiliarwaysofthinkingandacting.Veryoftenwearenotawareofourmentalmodelsortheeffectstheyhaveonourbehaviour.”(PeterSenge)TheconceptofSystemsThinkingSystemsthinkingisadisciplineforseeingproblemsholisticallyandforunderstandinghowsystemscreatepattersandeventsweseearoundus.TheAdvocacy/InquiryMatrixAdvocacyInquiryLow HighHighExplainingImposingMutualLearningOverEngagingObservingWithdrawingInterviewingInterrogatingTypesofActive/InquiryQuestionsPureExploratoryInquiryPromptthestoryandlistencarefullyandneutrally.lUsesilenceandencouragingbodylanguagelTellmewhatisgoingon.lWhatishappening?lDescribethesituation.lTellmemore.lGoon.lCanyougivemesomeexamplesofthat?lCanyougivemesomeofthedetailsofwhatwenton?lWhendidthislasthappen?TypesofActive/InquiryQuestionsExploratoryDiagnosticInquiryStarttoidentifytheissues.diagnosing.Exploringemotionalresponses:?Howdidyoufeelaboutthat??Whatwasyourreaction??Howdidothersfeelandreact?Exploringreasonsforactionsandevents:?Whydoyouthinkyoudidthat??Whydoyouthinkthathappened??Whydoyouthinktheotherpersondidthat?Exploringactions,past,presentandfuture:?Whatdidyou(others)doaboutthat??Whatareyougoingtodo?TypesofActive/InquiryQuestionsConfrontiveInquiryShareownideasand“force”theclienttothinkaboutthesituationfromanewperspective.l Didyouconfronthim/heraboutthat?l Couldyouhavedonethefollowing…?l Haveyouthoughtaboutdoing…?l Diditoccurtoyouthathe/shedidthatbecausetheywereanxious?l Haveyouconsideredtheseotheroptions?l Haveyouconsideredthepossibilitythatyouoverreacted?l Didthatnotmakeyoufeelangry/anxious/elatedetc?Module1Part5OrganisationalandBusinessContextofChangeDecipheringtheanisationalandbusinesscontextsofchange? Worldwidedemographics? Workforcedemographics? Technologicaladvances? Socialtrends? Changesinownership? Naturalshocks? Politicalramifications? Competition? InternalchangesDiscussionregardinganisationalandbusinesscontextsofchange? Whathavebeensomemajorchangeinitiativesthatyouhaveseenimplementedinanisations?? Howsuccessfulwouldyougaugethemtohavebeen?? Haveyoueverbeenachangeconsultant/onananisationalchangeteam?? Whatwerethechangesyouwereimplementingandhowsuccessfulwereyou?MODULE2GENERICCHANGETOOLSTACTICSModule2Part1ChangeManagementMethodologyChangeManagementMethodologyModelRESULTS Improved State Transition StateCurrent StateLeadingChangeChangingSystemsandStructuresCreatingaSharedNeedMobilisingCommitmentMakingChangeLastMonitoringProgressShapingaVisionModule2Part2GenericChangeTools16