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Chapter 6. Stage one: Client > Desired outcome

Desired outcome

Your role in this stage is to help the client achieve two things. First, to be clear on what they believe to be the source of the problem and, second, to be clear on how they think it might be resolved. Although there is every chance that both ideas will be modified as the project matures, it is important to help the client gain clarity in the early stage of the change. To achieve this, you need to take them through two ways of thinking. The first is to funnel down and understand what they believe to be the real source of the issue, and the second is to help them focus on what they believe to be a valid and productive outcome.

In clarifying the course of the problem, you need to be clear about the symptoms; then understand the setting, i.e. where specifically is it happening; and, lastly, to drag from this the source of the issue under consideration.


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