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