1.5 - About University

1. Initially, treat the other people’s comments in good faith and respond accordingly. Forexample, if they ask for more information, provide it. If they ask for more informationa second time, once again, provide it.2. After having given two good-faith responses,at the third request, you should respond differently.Now it’s time to recognize and namethe resistance.water linedirect resistanceindirect resistance3. Name what you think is the resistance in away that invites the other people to be openicebergwith you, without forcing or threatening.(Pushing too hard at this point will only drivetheir indirect resistance further underground.) For example, you might ask somethinglike, “Pat, each time you’ve asked for more information, I’ve provided it, and you stillseem to need more. Is there something else that’s troubling you?”4. Having asked this question, now be quiet. Give the other person time to reflect. He orshe will need a few moments to prepare a response. At this point, the other person maybe willing to discuss real concerns. You’ve done all that you can, and now it’s the otherperson’s choice.H OW TO USE THIS LEADERSHIP TOOL“Resistance is a predictable, natural, emotional reaction against the process of being helped and against the processof having to face up to difficult organizational problems. … It is not a reflection of the conversation [you]are having … on an objective, logical, or rational level.”—Peter Block, FLAWLESS CONSULTINGAlthough not a guarantee, the “two good-faith responses technique” is a powerful approach toopening up direct communication. More often than not, it helps to surface indirect resistance.Used sincerely, this technique can reduce hidden agendas and help people deal more directlyand honestly with each other.Each situation is unique. In some situations, you might want to give three or even fourgood-faith responses; in others, only one such response might be appropriate. Think of a situationin which you might be experiencing indirect resistance—you are getting the runaround,or feeling put off. Use the workspace here to plan how you might use the “two good-faithresponses technique” to surface indirect resistance and to help the people concerned tobecome more direct in their dealings with you.WEB WORKSHEETDescribe the form that this individual’s indirect resistance is taking (e.g., asking for more information, saying “It’s not inthe budget,” etc.).164 SECTION 5 TOOLS FOR LEADING CHANGE