SPEAK
TO THE PROBLEMS
(SHORT
NOTES FROM PROBLEM SOLVING SKILLS:
Problem-Solving
Approaches at http://www.mindtools.com)
Appreciative Inquiry
Solving Problems by Looking at What's
Going Right
Focus on the
things that aren't working, and think about how you can fix them. This is the
conventional approach to problem-solving. Another approach is to shift to a
positive perspective, look at the things that are working, and build on them.
In some situations this can be very powerful because, by focusing on positives,
you can build the unique strengths which bring real success.
This is the premise behind
"Appreciative Inquiry", a method of problem solving that was
pioneered by David Cooperrider of Case Western Reserve University in the mid
1980s. To understand the basis of Appreciative
Inquiry it is useful to look at the meaning of the two words in context.
Appreciation means to recognize and value the contributions or
attributes of things and people around us.
Inquiry means to explore and discover, in the spirit of seeking to
better understand, and being open to new possibilities.
When combined, this means that by
appreciating what is good and valuable in the present situation, we can
discover and learn about ways to effect positive change for the future.
Using Appreciative Inquiry: The 5D
Approach
To apply Appreciative Inquiry to a
problem solving situation, it's important to focus on positives. A positive
energy approach helps you build on your strengths, just as conventional
problem-solving can help you manage or eliminate your weaknesses.
The first step of the process is to
identify and describe the problem you're trying to solve. From there you go on
to look at the issue in four phases: Discovery, Dream, Design and Deliver. This
approach is described in the 5 steps below.
Tip 1: Appreciative Inquiry is often explained
using four Ds: "Discovery", "Dream", "Design" and
"Deliver"/"Destiny". We like to put a fifth D
("Define") in as the first step.
Step 1. "Define" the Problem
Before you can analyze a situation, you
need to define what it is you are looking at.
And, just as the decision to look at
the positives will move you in a positive direction, defining the topic
positively will help you look at its positive aspects. So, rather than seeking
"Ways to Fix Recruitment Problems", for example, choose
"Ways to Accelerate Recruitment." This subtle change in wording can
have huge implications for what is focus on.
Also, make sure that the topic does not
unduly constrain you: explore as many possibilities and avenues for
change.
Step 2. "Discovery" Phase
Look for the best of
what has happened in the past, and what is currently working well. Involve as
many people as sensibly possible, and design questions to get people
talking and telling stories about what they find is most valuable (or
appreciated), and what works particularly well.
Another approach to solving this problem
could be to look at the different approaches used to recruit people, and
identify the ones that bring the greatest volume of good recruits.
When enough raw
information is gathered, you need to analyze the data and identify the factors that most
contributed to the team or organization's past successes. What is most valued?
What did people find most motivating or fun? What instills the greatest pride?
And so on.
Step 3. "Dream" Phase
You and your team dream
of "what might be". Think about how to take the positives you
identified in the Discovery phase, and reinforce them to build real strengths.
A useful approach is to bring a
diverse group of stakeholders together and
brainstorm creative and innovative ideas of what the
organization and team could accomplish.
You might choose to
enhance and build the good points that everyone likes about the organization,
and use this as a strong message to attract potential candidates during the
recruitment process. You may also stop doing the things that aren't working,
and use the money saved to reinforce the things that are.
Once you have agreed upon your dream or
vision, you can take it to the Design phase.
Step 4. "Design" Phase
Building on the Dream, this phase looks
at the practicalities needed to support the vision. Here you start to drill
down the types of systems, processes, and strategies that will enable the dream
to be realized.
Step 5. "Deliver" Phase
Sometimes called the Destiny phase, the
last of the Ds is the implementation phase and it requires a great deal of
planning and preparation. The key to successful delivery is ensuring that the
Dream (vision) is the focal point. While the various parts of the team will
typically have their own processes to complete, the overall result is a raft of
changes that occur simultaneously throughout the organization, that all serve
to support and sustain the dream.
Tip 2: The real strength of this technique
comes from steps 1 and 2. Steps 3 to 5 are just standard implementation steps.
If you have your own preferred approach for implementation, use this.
Tip 3: We're looking at
Appreciative Inquiry as a problem-solving technique. You can also use it
powerfully either as an organizational strategy tool or for personal development. In these contexts, you can simply focus on what you do well, and divert your efforts towards this, and away from the things you're not good at.
Key Points
When faced with your next challenge or
problem, take a step back and look at if from the standpoint of what is good
and is currently working well. This positive perspective brings about a whole
new set of positive solutions you and your team may not have previously
discovered. Use this process to get your organization looking at itself in
unique and positive ways.
The Deliver phase of the cycle is not so
much an end but a place to start to re-evaluate and continue the process of
Appreciative Inquiry to continuously improve. Once you embrace the idea of
positive change you can apply the cycle over and over again to various aspects
of your team or organization, and enjoy the positive outcomes that positive
thinking brings.
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