1.5 - About University

“In the time we have available, I suggest we first look at the most immediate need(s), then stepback and have you help me understand the big picture, and end with the best plan of action.”Step 2: Triagea. Transition:“Let’s spend the next ______ minutes on the immediate needs.”b. Typical triage questions:“What is your most immediate concern?”“Does anything need attention right now?”“How much flexibility do we have with the deadline?”“What issues cannot wait and need to be addressed right now?”c. Clarify a plan for the triage issues:After discussing the most immediate concern(s), end the discussion with, “So, what wewill do to deal with the most immediate concern is … .”Step 3: Big Picturea. Transition:“Now that we have dealt with the most immediate need, let’s step back and look at the bigpicture. You have mentioned these concerns so far … .” (Summarize the first-pass list of concerns.)b. Typical big-picture questions:“Just so I understand the big picture, can you tell me some more about the situation?”“Give me some examples of the situation.”“So I can understand the situation, what were the original goals for the project?”“How did this situation get started?”“What end result is required?”c. Go deeper, if required:After summarizing, or better, making visible what you have heard so far, ask, “Is thereanything else about the situation that would help me understand it better?”Step 4: Close on Longer-Term Actionsa. Transition:(Assuming you have been asking big-picture questions and summarizing client concerns:)b. Typical closing questions:“Given the concerns we have discussed, it appears to me that your highest-priority concerns arex, y, and z. Is that the way you see it?”c. Negotiate action plans:When you and the other agree on the action plans, propose your own role: “From thesepriorities, I think I could be most helpful by … . Does that work for you?”d. Agree to longer-term actions to deal with the priority concerns.SECTION 6 TOOLS FOR CRITICAL THINKING AND INNOVATION 181