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Part I - Process consultation defined 1. What is process consultation? Models of consultation Process consultation defined Part II - Human processes and how to intervene in them 2. Human processes in organizations: an overview Structure versus processes: a historical note 3. Communication processes Who communicates? How often? For how long? Who talks after whom? Who interrupts whon? Communication style Gestural communication (kinesics) Levels of communication 4. The process of building and maintaining a group 5. Group problem solving and decision making Problem solving Group decision making A final thought 6. Group growth and development: norms and culture Group growth 7. Leading and influencing Sources of power or bases of legitimacy Leadership and decision-making style 8. Appraising performance and giving feedback Why are people and their performance appraised? What is appraisal? What is appraised? Giving and receiving performance feedback Giving feedback: problems, pitfalls, and guidelines Process consultation as feedback management 9. Intergroup processes Studying intergroup processes Other organizational processes Part III - The consulting process in action 10. Establishing contact and defining a relationship Initial contact with the client The exploratory meeting The psychological contract 11. Settings and methods of work The seeting Method of work 12. Diagnostic interventions Gathering data through diagnostic interventions 13. Influencing process through confrontive interventions: agenda management Deliberately altering process through confrontive intervention Agenda-managing interventions 14. Confronting through the use of feedback Feedback of observations or other data to groups Feedback to individuals 15. Coaching, counseling, and structural suggestions Coaching or counseling Structural suggestions 16. Evaluation of results and disengagement Values to be changed through process consultation Skills to be learned 17. Process consultation in perspective Why process consultation? Does process conusultation have analogues?