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Diagnostic Information Gathering

Definition
Diagnostic Information Gathering is identifying the information needed to clarify a situation, seeking that information from appropriate sources, and using skillful questioning to draw out the information when others are reluctant to disclose it
Behaviors
An employee demonstrating this competency:
  • Identifies the specific information needed to clarify a situation or to make a decision
  • Gets more complete and accurate information, by checking multiple sources
  • Probes skillfully to get at the facts, when others are reluctant to provide full, detailed information
  • Routinely walks around, to see how people are doing and to hear about any problems they are encountering
  • Questions others to assess whether they have thought through a plan of action
  • Questions others to assess their confidence in solving a problem or tackling a situation
  • Asks questions to clarify a situation
  • Seeks the perspective of everyone involved in a situation
  • Seeks out knowledgeable people to obtain information or clarify a problem
Importance of this Competency
The most important reason to develop this competency is to ensure that you have the right information to make good business decisions. Obtaining the right information can reveal options to save money and prevent problems. By using this competency, you can also identify potential problems and develop contingency plans to cope with problems.
General Considerations in Developing this Competency
To develop this competency, you need access to technical and other kinds of information relevant to the kinds of decisions and problems you deal with in your work. You should familiarize yourself with the relevant technical publications in your area, identify sources of electronic information, and maintain a network of contacts with people who can provide information and help in your area of work.

Look for opportunities to seek information from multiple sources in order to clarify problems in your work.
Practicing this Competency
  • If your company maintains a library of technical publications relevant to your area of work, familiarize yourself with its resources, so that you will be able to look for the information you may need later on. Consider subscribing to several key technical publications in your area of work. Regularly scan the contents and abstracts of articles for ones relevant to your work.
  • Find out from other professionals in your field if there are bulletin boards or other sources of useful technical information available on the Internet. If so, you may be able to ask for and receive expert assistance on a timely basis.
  • Develop and maintain a network of professional contacts who can provide information and assistance when you need it. Remember that these people’s willingness to assist you will depend on your ability to be helpful to them; you must be willing to provide help to others as well as seek help from them.
  • When addressing a problem or task, try asking for the perspective of each person involved.
  • When you sense that someone may be giving you incomplete information, probe for more information.
  • When faced with a problem or task, try seeking information from several different sources (e.g., company experts, the Internet, contacts outside of the organization, technical publications).
Obtaining Feedback
Ask your employees, either individually or as a group, what you can do to ensure that you have better information for decision making.
Learning from Experts
Talk to someone who seems to have a wealth of technical or market information. Ask this person what he/she does to obtain that information.

Volunteer for a team or task force headed by someone who is strong in Diagnostic Information Gathering. Note what this person does to gather information on this project.
Coaching Suggestions for Managers
If you are coaching someone who is trying to develop the compentency, you can:
  • Model this behavior by seeking information from multiple sources and by probing when you sense that the information you are getting is incomplete.
  • Have the person team up with someone who is skilled at this competency, on a task that requires information gathering.
Sample Development Goals
By April 6, I will talk to 4 contractors on how to proceed with the refrigeration project.

By May 4, I will review the last four years of three key technical publications for articles that may be relevant to the marketing program we are implementing for the western region.

By June 16, I will investigate Internet sources of information relevant to the air distribution problem and identify ideas to bring to the air distribution project team.
Development Resources

BOOKS AND PUBLICATIONS

A More Beautiful Question: The Power of Inquiry to Spark Breakthrough Ideas, by Warren Berger. 272 pages. Bloomsbury USA, 2014

Assessments and Decisions: A Study of Information Gathering by Hermit Crabs, by S.J. Neil & R. W. Elwood. New York, NY: Springer Publishing Company, 2001.

Data Analytics for Beginners: Basic Guide to Master Data Analytics, by Paul Kinley. 86 pages. CreateSpace Independent Publishing Platform, 2016.

Data Analytics: Practical Data Analysis and Statistical Guide to Transform and Evolve Any Business, by Isaac Cody. 110 pages. CreateSpace Independent Publishing Platform, 2016

Data Mining Cookbook: Modeling Data for Marketing, Risk and Customer Relationship Management, by Olivia Parr Rud. New York, NY: John Wiley & Sons, 2000.

Mastering Collaboration: Make Working Together Less Painful and More Productive, by Gretchen Anderson. 228 pages. O’Reilly Media, 2019.

Good Leaders Ask Great Questions: Your Foundation for Successful Leadership, by John Maxwell. Center Street, 2014

Narrative Methods for Organization and Communication Research, by David Boje. Thousand Oaks, CA: Sage Publications, 2004.

The Forward-Focused Organization: Visionary Thinking and Breakthrough Leadership to Create Your Company’s Future, by Stephen C. Harper. New York, NY: AMACOM, 2001.

The Culture of Collaboration: Maximizing Time, Talent and Tools to Create Value in the Global Economy, by Evan Rosen. 320 pages. Red Ape Publishing, 2009.

Turning Numbers into Knowledge: Mastering the Art of Problem Solving, by Jonathan Koomey. Oakland, CA: Analytics Press, 2003.

WORKSHOPS & COURSES - PUBLIC, ONSITE, ONLINE

LinkedIn Learning. 50+ online courses.
https://www.linkedin.com/learning/search?keywords=diagnostic%20information%20gathering

Changing the Game: Negotiation and Competitive Decision Making. Five days. Harvard Business School Executive Education. Tel. 800 427-5577.
https://www.exed.hbs.edu/changing-game-negotiation-competitive-decision-making/

Data Analysis Fundamentals: A Hands-on Workshop. Two days classroom & online. American Management Association. Tel. 800 250-5308.
https://www.amanet.org/data-analysis-fundamentals-a-hands-on-workshop/

Practical Problem-Solving Skills in the Workplace. Self-study. American Management Association. Tel. 800 250-5308.
https://www.amaselfstudy.org/courses/practical-problem-solving-skills-in-the-workplace-3/

Making Sense of Complexity. Three days, classroom, online. Strategy Execution. Tel. 703-558-3000.
https://www.strategyex.com/explore-our-courses/adaptive-strategic-execution-program/making-sense-of-complexity-problem-solving-course

Problem Solving and Decision Making. Three days. Kepner-Tregoe Inc. Tel. 800- 800-537-6378.
https://www.kepner-tregoe.com/training-workshops/our-workshops/

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