PSY FPX 6730 Assessment 3 Consultation Discovery Process

Student Name

Capella University

PSY FPX 6730 Consultation Psychology

Prof. Name:

Date

Introduction

This paper focuses on evaluating a case study, starting with a summary of the case, including the situation, issues, and organizational goals. The paper will then explore the implementation of two approaches or models during the discovery phase of the consultation. These approaches will be assessed for their effectiveness. Guidelines for the discovery phase will be outlined, along with five consulting competencies required for the consultation. Finally, the strengths and challenges of the case study will be discussed.

Case Study

A sales company has recently hired several managers from China due to their high success rates in sales. This company has not previously had such cultural diversity. In the first year, sales increased by forty percent. However, in the past six months, employees have reported feeling overworked, leading to decreased motivation and mistakes in their projects and daily assignments. Employees are frustrated as they are paid a fixed salary and do not benefit from the additional hours worked. The workload has caused some employees to quit, and customer complaints about service have increased.

Key stakeholders include the new managers, employees, and customers. Issues that need to be addressed include the excessive workload imposed by the new managers, which results in long hours and inadequate time off. Employees are dissatisfied with their pay relative to their working hours, which affects their performance and customer relationships, leading to negative online reviews and further employee turnover. The organization must also adapt to the new multicultural environment and address the associated cultural differences. Goals should focus on improving job performance and employee satisfaction.

Discovery Phase

“The discovery phase has two main objectives: to develop an independent and fresh perspective on the situation and to create a process that fosters client commitment, ownership, and action. The goal is not merely to be correct but to be effective and impactful” (Block, 2011, p. 159). For this case study, the strength-based approach and the whole-system discovery approach can be utilized.

The strength-based approach emphasizes identifying and leveraging strengths and positive qualities to drive improvement. This involves collecting data, analyzing it, and providing feedback to the client to implement effective changes. Conversely, the whole-system approach examines the entire system, even if not all members represent it. Implementing these approaches can address the challenges identified in the case study. The strength-based approach involves examining similar cases to understand how challenges were overcome, focusing on strengths and assets within the community (Askew et al., 2020, p. 104). Positive emotions, engagement, meaning, and relationship building are key concepts.

Observing successful organizations and adapting their effective practices could enhance the organization’s performance. For this case study, new managers could analyze related organizations to understand management and employee dynamics and customer service. This approach emphasizes finding solutions rather than focusing on existing problems (Block, 2011, p. 161). Positive psychology could also involve creating mentorship programs where experienced managers train employees in new strategies, fostering trust and a sense of belonging.

The whole-system approach entails a comprehensive review of the issues to develop effective solutions. Transparency with consultants and expressing the main issues can facilitate brainstorming and solution development. Involving experts with relevant experience is crucial for finding effective solutions (Block, 2011, p. 177). Implementing a balanced workload and involving everyone in the organization can enhance effectiveness. The approach helps utilize the knowledge and experience of a diverse group to address issues comprehensively.

Strengths and Limitations of Two Approaches

The strength-based approach focuses on individual strengths and goals, which can help in managing workloads without overtime. However, a limitation is that it may neglect developing employees’ weaknesses, potentially leading to challenges when weaknesses are required. The whole-system approach allows groups to concentrate on specific areas such as motivation or job performance, though it may cause delays in decision-making. Both approaches have general limitations due to their specific focus, making the experience of the individuals or groups involved crucial for success.

As a consultant for this case study, strengths include time management and data collection, essential for demonstrating effectiveness and creating impactful plans. Weaknesses include building trust with managers and incorporating feedback from employees, which may overlap with existing solutions. Addressing these weaknesses is important to ensure that all perspectives are considered and integrated effectively.

Consulting Guidelines and Competencies

Establishing guidelines and competencies is essential for clarifying expectations and performance levels. “These two studies found that an embedded whole-task approach led to more explicit, more frequent, and longer execution of many IPS skills. However, in both studies, the low number of participants prevents the researchers from drawing any strong conclusions and generalizing the findings” (Frerejean et al., 2019, p. 120). Consulting guidelines should include initial meetings to discuss issues, data collection, and analysis. The consultant and managers can create a plan to enhance job satisfaction and effectiveness. Continuous collaboration and communication are vital throughout the process. Effective listening skills are necessary to address any additional developmental needs. “This section is the heart of the contract for the consultant. This is where you specify what you want from the client to make this project successful and writing down your wants ensures clear communication and that any identified sensitive points are resolved” (Block, 2011, p. 63). Updating staff on new organizational structures and providing training on cultural diversity could have improved the transition for employees. Evaluating employees’ competencies allows for appropriate workload distribution (Northouse, 2018, p. 95).

The new managers were hired for their skills and impressive sales records. Transformational leadership theory involves guiding subordinates to adopt certain attitudes to achieve goals (Bush, 2018, p. 883). Essential consulting competencies for this case study include:

Communication: “Talk to your customers, suppliers, and other partners to understand their challenges” (Schoemaker et al., 2013, p. 132). Clear communication of issues and solutions is crucial.
Equality in Process: Understanding and involving all clients is important for ensuring effectiveness (Block, 2011, p. 41). The workload should be evenly distributed to restore standard working hours and involve everyone in the organization.
Relationship Building: “Trust is built by dealing with the difficult issues early and publicly. Create room for doubt and cynicism from the beginning. The way we handle the difficult conversations will determine the credibility of the project and the client’s view of whether we are an agent of the top or in service of all parties” (Block, 2011, p. 44). Building trust with managers is essential for open communication.

PSY FPX 6730 Assessment 3 Consultation Discovery Process

Management and Policies: “Work-life initiatives can help educate and develop employees and aid them in creating goals and establishing balance” (Friedman & Westring, 2015, p. 300). Developing effective workload management and improving customer treatment are key.
Training and Development: Training should address cultural diversity to avoid adjustment issues and poor performance (Landy & Conte, 2016). Proper training from the start can help employees adapt to cultural changes.
Cultural Diversity Development: “Managing diversity also requires the leader to bear in mind that each member of the group is an individual, regardless of the attributes (demographic or psychological) he or she might share with other group members” (Landy & Conte, 2016, p. 459). Implementing diversity training enhances collaboration and understanding.

Addressing potential challenges, such as establishing cultural awareness and improving job satisfaction through compensation, is crucial. Ethical considerations, including honesty and clear communication about changes, are important for maintaining trust and effectiveness.

Conclusion

This case study identifies several issues requiring consultation. The paper discussed the strength-based and whole-system approaches, their strengths and limitations, and provided guidelines and competencies for consultation. By analyzing these elements, the paper outlines the necessary steps to address the case study’s challenges effectively. “By broadening the lens beyond a focus on social group identities such as ethnicity, nationality and gender, this study has enabled a more comprehensive understanding of the multiple dimensions of a workplace that inflect the lived experiences of encounters within it” (Lee, 2020, p. 757).

References

Askew, D. A., Brady, K., Mukandi, B., Singh, D., Sinha, T., Brough, M., & Bond, C. J. (2020). Closing the gap between rhetoric and practice in strengths‐based approaches to Indigenous public health: A qualitative study. Australian & New Zealand Journal of Public Health, 44(2), 102–105. https://doi.org/10.1111/1753-6405.12953

Block, P. (2011). Flawless consulting: A guide to getting your expertise used (3rd ed.). Wiley.

Bush, T. (2018). Transformational leadership: Exploring common conceptions. Educational Management Administration & Leadership, 46(6), 883-887. https://doi.org/10.1177/1741143218795731

Frerejean, J., Velthorst, G. J., van Strien, J. L. H., Kirschner, P. A., & Brand-Gruwel, S. (2019). Embedded instruction to learn information problem solving: Effects of a whole task approach. Computers in Human Behavior, 90, 117-130. https://doi.org/10.1016/j.chb.2018.08.043

Landy, F. J., & Conte, J. M. (2016). Work in the 21st century: An introduction to industrial and organizational psychology (5th ed.). Wiley.