OUTCOME Thinking

The goal is for the client to develop an outcome or solution that they feel will ‘really’ resolve the source problem. Forcing them to consider both sides of the equation can be a powerful and catalytic process. Often the client will have a good idea of what is wrong but be unable clearly to describe how the situation should be resolved. Alternatively, they might come to you with a great idea but not really understanding what it is they are trying to resolve. Even where they have an idea of what the end goal is, in many cases it is vague and blurred, almost a ‘just make things better’ statement. Your role is to act as an investigator and catalyst, to help draw out a realistic, tangible and measurable solution for the client, consumer and consultancy team. You can help achieve this by asking seven simple questions in the OUTCOME framework:

This is a simple but powerful questioning technique that starts to highlight if a change will stick or if it is yet another news years eve resolution that will drift with time. 

Consider the following questions that you might a client in the opening meeting:

QUESTION

RESPONSE

1.      Is this change within your control, i.e. do you have all the necessary resources, finances and time to make it happen?

 

  1. Are you sure that no one else can impact upon your ability to make it happen?

 

  1. Are you clear why you want to make the change?

 

  1. Do you think that you are totally motivated and committed to delivering this by the date?

 

  1. In making this change are you clear as to what you will have to forgo or give up? (Budget, time, or other projects). etc)

 

  1. Are you happy to lose this in exchange for the gain of the change you will make?

 

  1. Can you describe how life will be different once the change is in place?

 

  1. Can you describe all the people who will be affected by your change?

 

  1. Are you happy that your change doesn’t unduly impact on any other people?

 

  1. Can the change be measured?

 

  1. Have you put measures in place to ensure the outcome is achieved?

 

  1. What is the first step that you will have to take to deliver the change?

 

  1. Is there something you can do now?

 

 

Where you have 'No' and 'Not sure', then go back to the question and ask it again, can you get any clarity about your response and in doing so honestly change it to a yes.

There is no hard and fast rule about this technique, but in general the greater number of no and not sure’ the less chance there is that the change will add value and be sustainable. This is because each of the questions tests a separate function of the outcome model.

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(c) Mick Cope