1. A Brief Synopsis of John J. Sherwood’s Action-Research Model.
Process Consultation
A Brief Synopsis of John J. Sherwood’s Action-Research Model.
Timothy D. Kruse, M.S., NCC

2. For the confidential use of students of Dr. Gail Johnson.
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.

3. Process Consultation A distinction between Content & Process
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.

4. Process Consultation Process Consultation is:
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.

5. A Brief History of the Action Research (AR) Model
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

6. A Brief History of the Action Research (AR) Model
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

7. Sherwood’s (1973) AR Model Limited Research Nine stages/phases
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)

8. 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)

9. Stage 1- Problem Felt Initial phone call. Initial assessment.
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.

10. Stage 2 – Study Conceived
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.”

11. Stage 2 – Study Conceived
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.

12. Stage 3 – Study Introduced
Timothy D. Kruse, M.S., NCC
Stage 3 – Study Introduced
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.

13. Stage 3 – Study Introduced
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.”

14. Stage 3 – Study Introduced
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.

15. Stage 4 – Data Gathering Introduce self & take notes. Review AR model.
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.

16. Stage 4 – Data Gathering Have them talk about what is operating well.
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.

17. Stage 4 – Data Gathering Felicitous Questions…
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?

18. Stage 4 – Data Gathering Review AR model. Repetition…
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.

19. 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!

20. Stage 6 – Data Feedback Day of meeting…
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

21. Stage 6 – Data Feedback “Here is the data. Do you understand?”
Timothy D. Kruse, M.S., NCC
Stage 6 – Data Feedback
“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.

22. Stage 6 – Data Feedback Meeting with ct 1p – 4p.
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.

23. Stage 6 – Data Feedback Expect denial and rejection.
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.

24. Stage 7 – Action Planning
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.

25. Stage 8 – Action Taken Time line determined by stage 7 and goals.
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.

26. Stage 9 – Follow Up “Did we conceptualize the problem well?”
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

27. Feedback Loop Nine stages/phases for the discouraged system
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)

28. Timothy D. Kruse, M.S., NCC
Questions?