CFG Protocols

Consultancy

Time: At least 60 minutes.
Roles: Presenter (whose work is being discussed by the group); Facilitator (who also participates)

Specifics

1. (10 minutes) The presenters give a quick overview of their work. They highlight the major issues or problems with which they are struggling, and frame a question for the consultancy group to consider. The framing of this question, as well as the quality of the presenters' reflection on the work and/or issues being discussed, are key features of this protocol.
2. (5 minutes) The consultancy group asks clarifying questions of the presenters --that is, questions that have brief, factual answers.
3. (10 minutes) The group then asks probing questions of the presenters -- these questions should be worded so that they help the presenters clarify and expand their thinking about the issues and questions they raised for the consultancy group. The goal here is for the presenters to learn more about the question they framed and to do some analysis of the issues they presented. The presenters respond to the group's questions, but there is no discussion by the larger group of the presenters' responses.
4. (20 minutes) The group then talks with each other about the work and issues presented. What did we hear? What didn't we hear that we needed to know more about? What do we think about the questions and issues presented? The conversation should include both "warm" and "cool" comments. The presenters are not allowed to speak during this discussion, but instead listen and take notes.
5. (10-15 minutes) The presenters then respond to what they heard. A whole group discussion might then take place, depending on the time allotted.
6. (5-10 minutes) The facilitator leads a brief conversation about the group's observations of the process.

Writing your case story

• Step 1 - The success of the consultancy often depends on the quality of the presenters' reflection in Step 1, as well as on the quality and authenticity of the question framed for the consultancy group. However, it is not uncommon for presenters, at the end of a consultancy, to say, "Now I know what my real question is." That is OK, too. It is sometimes helpful for the presenters to prepare ahead of time a brief (one-two page) written description of the issues for the consultancy group to read as part of Step 1.
• Step 2 & 3 - Clarifying questions are for the person asking them. They ask the presenters "who, what, where, when and how." These are not "why" questions. They can be answered quickly and succinctly, often with a phrase or two.
  Probing questions are the person answering them. They ask the presenters "why" (among other things), and are open-ended. They take longer to answer, and often require deep thought on the part of the presenters before they speak.
• Step 4 - When the group talks while the presenters listens, it is helpful for the presenters to pull their chairs back slightly away from the group. It is OK for the consultancy group to talk about the presenters in the third person, almost as if they are not there. As awkward as this may feel at first, it often opens up a richer conversation, and it is only for fifteen minutes! Remember that it is the group's job to offer an analysis of the issues presented. It is not necessary to solve the problem or to offer a definitive answer.
  It is important for the presenters to listen in a non-defensive manner. Listen for new ideas, perspectives, and approaches. Listen to the group's analysis of your question/issues. Listen for assumptions—both your own and the group's—implicit in the conversation. Don't listen for the judgment of you by the group. This is not supposed to be about you, but about a question you have raised. Remember that you asked the group to help you with this question or set of issues.
• Step 5 - The point of this time period is not for the presenters to give a "blow by blow" response to the group's conversation, nor is it to defend or further explain themselves. Rather, this is at time for the presenters to talk about what were, for them, the most significant comments, ideas and questions they heard. They can also share any new thoughts or questions they had while listening to the consultancy group.
• Step 6 - Debriefing the process is key. Don't short change this step!