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1 APPRECIATIVE INQUIRY Join Us at Pfeiffer.com Register at for more information on our publications, authors, and to receive special offers.

2 The Instructor s Manual for the second edition of Appreciative Inquiry: Change at the Speed of Imagination is available free online to qualifi ed college and university instructors. If you would like to download and print out a copy of the guide, please visit: watkins.

3 About Pfeiffer Pfeiffer serves the professional development and hands - on resource needs of training and human resource practitioners and gives them products to do their jobs better. We deliver proven ideas and solutions from experts in HR development and HR management, and we offer effective and customizable tools to improve workplace performance. From novice to seasoned professional, Pfeiffer is the source you can trust to make yourself and your organization more successful. Essential Knowledge Pfeiffer produces insightful, practical, and comprehensive materials on topics that matter the most to training and HR professionals. Our Essential Knowledge resources translate the expertise of seasoned professionals into practical, how - to guidance on critical workplace issues and problems. These resources are supported by case studies, worksheets, and job aids and are frequently supplemented with CD - ROMs, websites, and other means of making the content easier to read, understand, and use. Essential Tools Pfeiffer s Essential Tools resources save time and expense by offering proven, ready - to - use materials including exercises, activities, games, instruments, and assessments for use during a training or team - learning event. These resources are frequently offered in looseleaf or CD - ROM format to facilitate copying and customization of the material. Pfeiffer also recognizes the remarkable power of new technologies in expanding the reach and effectiveness of training. While e - hype has often created whizbang solutions in search of a problem, we are dedicated to bringing convenience and enhancements to proven training solutions. All our e - tools comply with rigorous functionality standards. The most appropriate technology wrapped around essential content yields the perfect solution for today s on - the - go trainers and human resource professionals. Essential resources for training and HR professionals

4 This book is dedicated to David Cooperrider, friend and mentor, who embodies the appreciative life, and to friends and colleagues, known and unknown, who are working together toward a positive future for the world. We also dedicate this book to all our clients and students who have taught us so much.

5 APPRECIATIVE INQUIRY Change at the Speed of Imagination SECOND EDITION JANE MAGRUDER WATKINS BERNARD MOHR RALPH KELLY

6 Copyright 2011 by John Wiley and Sons, Inc. All Rights Reserved. Published by Pfeiffer An Imprint of Wiley 989 Market Street, San Francisco, CA No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, , fax , or on the web at Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, , fax , or online at Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages. Readers should be aware that Internet websites offered as citations and/or sources for further information may have changed or disappeared between the time this was written and when it is read. For additional copies/bulk purchases of this book in the U.S. please contact Pfeiffer books and products are available through most bookstores. To contact Pfeiffer directly call our Customer Care Department within the U.S. at , outside the U.S. at , fax , or visit Pfeiffer also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books. Library of Congress Cataloging-in-Publication Data Watkins, Jane Magruder. Appreciative inquiry : change at the speed of imagination / Jane Magruder Watkins, Bernard J. Mohr, Ralph Kelly. 2nd ed. p. cm. (Practicing organization development series ; 35) Includes bibliographical references and index. ISBN (pbk.); ISBN (ebk); ISBN (ebk); ISBN (ebk) 1. Organizational change. 2. Appreciative inquiry. I. Mohr, Bernard J. II. Kelly, Ralph, III. Title. HD58.8.W '06 dc22 Acquiring Editor: Matthew Davis Marketing Manager: Brian Grimm Editorial Assistants: Michael Zelenko, Halley Sutton Production Editor: Michael Kay Editor: Rebecca Taff Manufacturing Supervisor: Becky Morgan Printed in the United States of America Printing

7 CONTENTS Chart of Case Stories xiii CHAPTER 1 The Case for a New Approach to Change 1 CHAPTER 2 The Emerging Paradigm 9 The New Sciences 12 Thinking About Problems Using the New Paradigm 16 Appreciative Inquiry: History, Theory, and Practice 21 Defining Appreciative Inquiry 22 A History of Appreciative Inquiry 23 AI and the Field of Organization Development 31 The Relevance of AI to Complex, Transformative Change 33 AI and the Challenge of Organization Transformation 34 Complex Change and the Two Gifts of Appreciative Inquiry 36 The Theoretical Basis for Appreciative Inquiry 38 Social Constructionism 38 The Power of Image 42 Social Constructionism + The Power of Image = Appreciative Inquiry in Organization Change 47 What Good Are Positive Emotions? 48 Case Story: Living Well with Dementia: Creating a Regional Strategy for the East Midlands, by Julie Barnes and Jill Guild 50 vii

8 viii CONTENTS CHAPTER 3 Appreciative Inquiry as a Perspective for Organization Change 67 CHAPTER 4 The DNA of Appreciative Inquiry 68 The Core Principles of AI 71 Are Principles Important? 71 The Five Original Principles Plus Wholeness 72 The Five Generic Core Processes for Guiding AI-Based Change 82 Multiple Models of the Five Generic Core Processes of AI 83 The Original Cooperrider/Srivastva Model 83 The GEM Initiative Four-D Model 85 A Fifth D 86 The Mohr/Jacobsgaard Four I Model 89 Skills and Knowledge Needed to Lead AI Processes 92 Case Story: Using the SOAR Framework at Aerospace Alliant International (AAI), by Jacqueline M. Stavros 99 Case Story: The Results of Appreciative Management by a Corporate Manager, by Daniel Saint 108 Choose the Positive as the Focus of Inquiry (Define) 111 Define: Focusing on the Positive 111 Raising the Choice Point 113 Explaining and Demonstrating 116 Identifying the Focus for Inquiry 121 Case Story: AI Stories from a Training and Technical Assistance Center (T/TAC): New Possibilities for Improving Outcomes for Students with Disabilities, by Denyse Doerries, Donni Davis-Perry, and Lori Korinek 129 Case Story: From Deficits to Strengths: Six Sigma from the AI Perspective, by David Shaked 139

9 CONTENTS ix CHAPTER 5 Inquire into Stories of What Gives Life in the System (Discover) 145 CHAPTER 6 Rationale for the Use of Stories 146 A Preparation Workshop to Develop the Customized Interview Protocol and Decide on an Inquiry Process 148 Step 1: Select a Core Group and Possibly a Steering Team 150 Step 2: Orient Participants to the Goals of the Workshop and to Their Role in Meeting the Goals 151 Step 3: Quickly Get Participants into an Experience of AI 154 Step 4: Debrief the Mini-AI Experience 157 Step 5: Share Highlights of the Interviews and Select Topics for Further Inquiry 157 Step 6: Create Questions to Be Added to the Four Generic Questions 160 Step 7: Develop the Inquiry Process 166 Interviewer Training 171 Conclusion 173 Case Story: Appreciative Living: Using AI in Daily Life, by Jacqueline Kelm 175 Case Story: Appreciative Life Coaching, by Bob Tschannen-Moran 184 Locate Themes That Appear in the Stories (Discover) 191 Identifying Themes 193 Example of the Themes 193 A Process for Selecting Themes 198 Expanding the Dialogue 201 Case Story: Appreciative Inquiry at Los Angeles Universal Preschool (LAUP): The LAUP/UDEM Dream Team, by Terri Egan, Nancy Westrup Villarreal, and Daphne Deporres 203

10 x CONTENTS CHAPTER 7 Create Shared Images for a Preferred Future (Dream) 213 CHAPTER 8 Articulating the Dream of an Organization s Future 214 Examples of Ways to Facilitate Creation of Shared Images 217 Provocative Propositions 218 Case Story: Advancing the Safety and Quality of Care in the Emergency Department Over Time: A Story with Three Acts, by Nancy Shendell-Falik, Amy Doran, and Bernard J. Mohr 223 Case Story: Appreciative Inquiry with a Search Committee, by Liz Workman 234 Innovate Ways to Create That Preferred Future (Deliver) 237 CHAPTER 9 Organization Design Processes 241 The Individual Action Approach 241 The Whole System Design Approach 242 A Design Framework: The ABC Model 242 Assumptions of the Organization Inquiry Model 244 How to Use the Organization Inquiry Model 247 Case Story: Building Momentum for Sustainable Changes in Education: Toronto District School Board, by Sue Derby, Maureen McKenna, Karen Leckie, and Nancy Nightingale 259 Case Story: Introducing Appreciative Inquiry into a Community Network Project in Liverpool, England, by Tim Slack and Phil Taylor 266 Valuation 275 Classical Evaluation 275 Evaluation from Appreciative Inquiry Perspective 276 Learnings, Innovations, and Reaffirmations from This Case 279 Evaluation as an Integral Part of Any AI Process 281

11 CONTENTS xi Case Story: Valuation of the Effectiveness of AI for the Zambia Police Services Victim Support Unit, by Mette Jacobsgaard 283 References and Bibliography 295 About the Authors 301 Index 307

12 Chart of Case Stories Chapter Organization Name 2 National Health Service, East Midlands Development Centre 3 Aerospace Alliant International 3 Jefferson Wells Great Lakes Region 4 The College of William and Mary Training and Technical Assistance Center Intervention Focus Living Well with Dementia: Creating a Regional Strategy for the East Midlands Using the SOAR Framework at Aerospace Alliant International The Results of Appreciative Management by a Corporate Manager AI Stories from a Training and Technical Assistance Center (T/TAC): New Possibilities for Improving Outcomes for Students with Disabilities 4 Almond Insight From Deficits to Strengths: Six Sigma from the AI Perspective Author and Affiliation Julie Barnes, Julie Barnes Organization Development Services, and Jill Guild, NHS East Midlands Development Centre Jacqueline M. Stavros, Lawrence Technological University Daniel Saint, Daniel K. Saint Consulting Denyse Doerries, Donni Davis - Perry, and Lori Korinek, The College of William and Mary: T/TAC System, and Ralph Kelly and Jane Magruder Watkins, Appreciative Inquiry Unlimited David Shaked, Almond Insight xiii

13 xiv Chapter Organization Name 5 Appreciative Living 5 LifeTrek Coaching Intervention Focus Appreciative Living: Using AI in Daily Life Appreciative Life Coaching 6 LAUP Appreciative Inquiry at Los Angeles Universal Preschool (LAUP): The LAUM/UDEM Dream Team 7 Newark - Beth Israel Medical Center 7 St. Andrew s Episcopal Cathedral 8 Toronto District School Board Advancing the Safety and Quality of Care in the Emergency Department Over Time: A Story with Three Acts Appreciative Inquiry with a Search Committee Building Momentum for Sustainable Changes in Education CHART OF CASE STORIES Author and Affiliation Jacqueline Kelm, Appreciative Living Bob Tschannen - Moran, LifeTrek Coaching Terri Egan, Pepperdine University, Nancy Westrup Villarreal, University of Monterrey, and Daphne Deporres, Los Angeles Universal Preschool Nancy Shendell - Falik, Tufts Medical Center, Amy Doran, Emergency Department, Beth Israel Medical Center, and Bernard Mohr, Innovation Partners International Liz Workman, Interact Maureen McKenna and Sue Derby, The Sumo Experience, Karen Leckie and Nancy Nightingale

14 CHART OF CASE STORIES xv Chapter Organization Name 8 Liverpool Culture Company 9 Zambia Police Services Victim Support Unit Intervention Focus Introducing Appreciative Inquiry into a Community Network Project in Liverpool Valuation of the Effectiveness of AI for the Zambia Police Services Victim Support Unit Author and Affiliation Tim Slack and Phil Taylor, Appreciating People Mette Jacobsgaard, Appreciative Inquiry Unlimited