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

DSpace/Manakin Repository

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

Citable link to this page

 

 
Title: Helping You Help Me: The Role of Diagnostic (In)congruence in the Helping Process within Organizations
Author: Fisher, Colin M.; Pillemer, Julianna; Amabile, Teresa M.

Note: Order does not necessarily reflect citation order of authors.

Citation: Fisher, Colin M., Julianna Pillemer, and Teresa M. Amabile. "Helping You Help Me: The Role of Diagnostic (In)congruence in the Helping Process within Organizations." Harvard Business School Working Paper, No. 14-003, July 2013.
Full Text & Related Files:
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.
Terms of Use: This article is made available under the terms and conditions applicable to Open Access Policy Articles, as set forth at http://nrs.harvard.edu/urn-3:HUL.InstRepos:dash.current.terms-of-use#OAP
Citable link to this page: http://nrs.harvard.edu/urn-3:HUL.InstRepos:11508209
Downloads of this work:

Show full Dublin Core record

This item appears in the following Collection(s)

 
 

Search DASH


Advanced Search
 
 

Submitters