1. Process Intervention Skills
Chapter 8
Process Intervention Skills
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

2. Learning Objectives Understand key OD process skills.
Determine how they can be applied.
Practice using OD process skills.
Identify and gain insights into your OD style.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

3. New Paradigm in Organizations
Change occurring in leadership styles.
Because of importance of teams.
Organizations relying more on team approach.
Managers need new skills.
Understanding group and team behavior needed.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

4. Process Interventions (part 1 of 2)
Process intervention is OD practitioner skill.
Used for helping work groups become more effective.
Helps work group to understand way it operates.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

5. Process Interventions (part 2 of 2)
The manager helps team learn to diagnose and solve their problems.
Team becomes more independent.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

6. Group Process Process is the how of the group.
Process interventions concentrates on:
How groups and individuals within groups behave.
Process is the how of the group.
How it functions.
Content is the what of the group.
The work it does.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

7. Five Areas Crucial to Effective Organization Performance
Communication.
Member roles and functions in groups.
Group problem-solving and decision-making.
Group norms and growth.
Leadership and authority.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

8. Figure 8.1 Group Process Interventions
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

9. Communications Analyzing communication process within group.
Observing:
Length of time member talks.
Who talks to whom.
Who interrupts whom.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

10. Member Roles and Functions
Observing roles and functions of members.
Roles divided into 3 categories:
Group task.
Group building and maintenance.
Individual.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

11. Table 8.1 Group Behavior Interventions
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

12. Group Problem Solving and Decision Making
Helping group understand how it makes decisions.
Group consensus is:
One all members share in making and will support.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

13. Group Norms and Growth Assisting group in understanding:
Its norms and
How they affect decision making.
Group will improve decision making as members grow.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

14. Leadership and Authority
Group understands impact of leadership and authority.
Roles of formal and informal leaders clarified.
Leadership functions shared among group members.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

15. Types of Process Interventions
Process interventions differ but never involve the group’s task.
Concern is how group goes about accomplishing its task.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

16. Types of Process Interventions
Clarifying.
Summarizing.
Synthesizing.
Generalizing.
Probing.
Questioning.
Listening.
Reflecting Feelings.
Providing Support.
Coaching.
Counseling.
Modeling.
Setting the Agenda.
Feedback.
Structural Suggestions.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

17. Clarifying and Summarizing
Purpose is to resolve misunderstandings.
Provides a summary of major points.
Helps group to understand where it is.
Example:
“Mary, I seem to be hearing you say…. Is this correct?”
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

18. Synthesizing and Generalizing
Puts several points together in common theme.
Takes ideas of one person and attaches them to group.
Example:
“Am I correct in assuming the rest of you share Irwin’s position?”
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

19. Probing and Questioning
Seeks more information and asks questions.
Useful at beginning of discussion if members reaching hasty conclusions.
Example:
“Larisa, I’m not sure everyone understands your point. Could you explain it in more detail?”
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

20. Listening Communicates nonverbally that one is listening.
Uses eye contact and body posture.
Hears entire message including feelings.
Examples:
Eye contact, nod of head, body posture.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

21. Reflecting Feelings
Communicates back to speaker feeling part of message.
Listener practices empathy.
Example:
“Shannon, am I correct in assuming you have a problem with what Murphy has just reported?”
An Experiential Approach to Organization Development 8th edition
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22. Providing Support, Coaching, and Counseling
Gives assistance to group or individual on behaviors to improve.
Encourages members to talk and express ideas.
Compliments group for productive meeting.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

23. Modeling Learning to give process observations.
By observing someone else making process observations.
Members encouraged to take role of providing process interventions.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

24. Setting the Agenda
Sets aside time to discuss process issues apart from content issues.
May include how well members communicate with each other.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

25. Feeding Back Observations
Provides feedback on group process.
Limited to extent that group is able to accept feedback.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

26. Structural Suggestions
Provides suggestions on:
Group membership.
Communication patterns.
Allocation of work.
Lines of authority.
Manager avoids stepping in and taking over.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

27. Results of Process Interventions
Little empirical evidence on success of process interventions.
Some findings suggest positive effects on participants.
Relied upon by OD practitioners.
Increasingly used by line managers in daily operations.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

28. OD Applications Leaders Shape Disney Culture
Disney has deeply rooted culture.
Philosophy of theme parks is:
Actions of leaders inspires and motivates everyone,
With whom they come in contact.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

29. Leadership and management methods
Used since first theme park in 1950s.
Leaders are inclusive and share information with employees.
Leaders spend majority of time “walking the front.”
This means working frontline shifts in operating areas .
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

30. Results of leadership improvement programs:
Guest rate increase greater than 10%.
Cast member turnover rates dropped.
Disney Institute is where methods shared with other organizations.
Leadership methods have helped shape Disney’s culture.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

31. Key Words and Concepts Agenda setting interventions. Empathy.
Sets aside time when process issues discussed.
Empathy.
Listener tries to see world from speaker’s point of view.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

32. Group building and maintenance functions.
Helps group grow and improve members’ relationships.
Group consensus.
Decision made by group that all members can support.
Group content.
Task or what a group does.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

33. Group process. Group task functions. Individual functions.
How group goes about accomplishing task.
Group task functions.
Behaviors that directly help group solve its task.
Individual functions.
Behaviors that satisfy individual needs and inconsequential to group’s task.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

34. Process interventions.
Member roles.
Functions that individual members play in a group.
Norms.
Shared ideas regarding what group members should do and feel.
Process interventions.
How group is accomplishing its task.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

35. OD Skills Simulation 8.1 Apex Oil Spill
Purpose.
To examine behaviors that facilitate and inhibit group functioning.
To identify the functions and roles of group members.
To explore group processes.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

36. OD Skills Simulation 8.2 Trust Building
Purpose.
To provide comparison between your perceptions of trust behavior and
How others perceive it.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

37. OD Skills Simulation 8.3 Process Interventions
Purpose.
To provide you with additional practice making OD interventions.
As an observer, to observe the intervention process.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

38. Preparations for Next Chapter (part 1 of 2)
Read Chapter 9.
Prepare for OD Skills Simulation 9.1.
Prior to class, form teams of six or more and assign roles.
Complete Step 1.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

39. Preparations for Next Chapter (part 2 of 2)
Complete Steps 1 and 2 of OD Skills Simulation 9.3.
Read and analyze Case: The Sundale Club.
An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall

40. An Experiential Approach to Organization Development 8th edition
Copyright ©2011 Pearson Education, Inc. Publishing as Prentice Hall