View
212
Download
0
Category
Preview:
Citation preview
Lesson 2: Consulting
Dealing with Problems
Asking Questions and Giving Instructions
The Art of Decision Making
What is a problem?
A difficult matter requiring a solution
Something difficult to understand, accomplish, deal with
Problems
GOALS
What you want to achieve
BARRIERS
Obstacle that prevents the achievement of a
goal
Stages of Problem Solving
Problem Identification: Define the problem
Structuring the Problem: Observation, careful inspection, fact‐finding
Looking for Possible Solutions: Brainstorming
Making a Decision: Which course of action to take
Decision Making
List possible solutions
Set a time scale + decide who is responsible for the decision
Information gathering
Weigh up the risks involved
Weigh up the pros and cons
Make the decision
Why Ask Questions?
To obtain info
To help maintain control of conversation
To express interest in the other person
To clarify a point
To test knowledge
To encourage further thought
Asking the Right QuestionsDecisions should start with asking the right questions
Without the right information we can’t make informed decisions.
If we don’t ask the right questions we won’t have the right information we need
Who will the work or the product benefit?
What are they trying to do?
What do they hope for?
What benefit will the solution provide?
QUESTIONWORD + AUX + SUBJECT + VERB
WHAT WHY WHEN HOW WHERE WHO
Counselling Language: What is counselling?
1) Helping another person MANAGE a personal problem using their own resources
2) Listening (not telling)
3) Assisting and exploring problems
Counselling Phases
Phase 3 – help them to choose their own solution and establish an action plan to manage the problem.
Phase 2 –Think – you must encourage your clients to think about the problem and reassess it. Help them to see their situation from a different perspective so they can consider different options for
dealing with the situation.
Phase 1 – Encourage the problem holder to talk about the problem and start to understand how they feel about it and why they feel that way.
Counselling Skills
Ask open questions Ask Who, What, Where, How…?Ex. How did you feel ?
Paraphrasing Rephrase what they saidEx. So you’re saying that…
Encouraging Show you’re interestedEx. I see
Establishing options Get ideas on possible alternativesEx. What are the options?
Asking hypothetical questions Encourage your client to think about the implications of their suggestionsEx. What would happen if (+ past tense)?
Prioritizing Establish which option can be chosen firstEx. What’s your first priority?
Action planning Suggest a first step they can take to manage the problemEx. Why not start by –ing…?
Sympathizing and Encouraging Expressions
‐ I can see exactly what you mean about…
‐ It can’t be easy to… when…
‐ You must be feeling very…
‐ I know just how you feel
‐ You have to keep things in perspective
‐ I’m confident you’ll be able to find a solution
Giving advice
RECOMMEND, SUGGEST, ADVISE
How about….? Have you considered…?
Should(Ought to)
Must
Recommend/ Suggest/ Advise
‐ Recommend/ Suggest something‐ Recommend/ Suggest something to someone
‐ Recommend/ Suggest (not) doing something‐ Recommend/ Suggest (that) someone do something
‐ Advise (not) doing something‐ Advise someone (not) to do something
NOT I recommend you thisNOT I suggest you this
Adjectives of Feelings
Annoyed Appreciative Cheerful Competent Grateful
Frustrated Helpful
Irritated
Patient Persuasive
Reassuring Satisfied
Sympathetic
Understanding
Which refer to the client and which to the consultant?
Upset
Recommended