Helping You Help Me: The Role of Diagnostic (In)Congruence in the Helping Process within Organizations

C. Fisher, Julianna Pillemer, Teresa M. Amabile
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引用次数: 1

Abstract

Through an inductive, multi-method field study at a major design firm, we investigated the helping process in project work and how that process affects the success of a helping episode, as perceived by help-givers and/or -receivers. We used daily diary entries and weekly interviews from four project teams, and a separate sample of critical incident interviews, to induce process models of successful and unsuccessful helping episodes. We found that, in unsuccessful episodes, help-givers and -receivers maintained incongruent expectations and project understandings throughout the episode, which we call diagnostic incongruence. In contrast, the parties in successful episodes engaged in aligning practices that fostered shared expectations and project understandings (i.e., diagnostic congruence). Importantly, aligning practices in successful episodes occurred before or at the beginning of episodes. We also found that people’s assessments of unsuccessful episodes were often marked by intense emotionality, which sometimes led them to disregard whether the helping resulted in instrumental progress. We discuss the implications of our process model for theory and practice.
帮助你帮助我:诊断一致性在组织内帮助过程中的作用
通过在一家大型设计公司进行的一项归纳、多方法的实地研究,我们调查了项目工作中的帮助过程,以及该过程如何影响帮助提供者和/或接受者所感知的帮助事件的成功。我们使用来自四个项目团队的每日日记条目和每周访谈,以及一个独立的关键事件访谈样本,来归纳成功和不成功的帮助事件的过程模型。我们发现,在不成功的情节中,施助者和受助者在整个情节中保持着不一致的期望和项目理解,我们称之为诊断性不一致。相比之下,在成功的事件中,各方致力于协调实践,培养共同的期望和项目理解(即,诊断一致性)。重要的是,在成功的剧集中,调整实践发生在剧集开始之前或开始时。我们还发现,人们对不成功事件的评估往往带有强烈的情绪,这有时会导致他们忽视帮助是否会带来工具性的进步。我们讨论了我们的过程模型对理论和实践的影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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