Appreciative Inquiry
An alternative approach to inspiring solutions
By Brian “BK” Koehler
Research across industries suggests that negativity often leads to negative outcomes, and costs money in the long term. In an effort to improve operational efficiencies, perhaps traditional problem-solving approaches may not be the best method. Effective change is not forced or coerced and will not come from the top down. An essential step to organizational change is establishing a unified understanding of what change needs to happen, and why. Mutual respect and common priorities generate opportunities to work towards shared solutions, and it is valuable to build upon a foundation of success.
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I have been conducting outreach by delving into stories behind the scenes, from the perspective of facilities, grounds, maintenance, and operations crew members, staff directors, and municipal leaders. These stories are from folks who often do not feel heard, even when they are invited to the boardroom table. There is, unfortunately, a consistent emphasis on limitations, restrictions, liabilities, overages, and shortfalls, rather than on innovations, achievements, and successes. It seems like industry leaders spend hundreds of hours each year talking about making changes to “fix problems.” It is time for facilities and operations professionals to become more familiar with the concept of Appreciative Inquiry (AI) in order to identify actions that will bring about positive change.
PositivePsychology.com defines AI as “a way to engage groups of people in self-determined change. It focuses on what’s working, rather than what’s not working, and leads to people co-designing their future.”
This can be a solution to the negativity spiral often found in maintenance, operations, public works, and land-management industry culture. These industries have collective knowledge, experience, and ingenuity that have yet to be harnessed. That is why I encourage others to highlight successful approaches to essential tasks. It is impossible to compare, without options—I don’t know what I don’t know until I know it.
4D Phases
AI methodology is designed to guide participants through the 4D phases:
Discovery
Dream
Design
Destiny.
Discovery is focused on celebrating success and sharing examples of what works currently. Dream involves brainstorming to imagine ideal scenarios and share creative innovations. The challenge during the dream phase is to allow a flow of ideas without placing weight on concepts or rationalizing. Many groups struggle with this phase because they often revert to a traditional, problem-solving mindset: “That would never work because ....” Facilitation of this phase requires consistently reminding participants to hold judgments until the next phase. Design is focused on prioritizing ideas, detailing the essential knowledge, skills, and assets needed to achieve desired outcomes. Destiny focuses on the future once successful change has been implemented.
I had the opportunity to introduce AI methodology at the Pennsylvania Recreation & Park Society 2022 Annual Conference in a roundtable format, with small groups (5 to 7 people) comprised of park professionals, industry vendors, and recreation students. The objective of the session was to share innovative approaches in addressing staff recruitment and retention.
Lessons Learned
Facilities-and-operations staff members are proud of the service they provide to communities; however, they feel their contributions are not always recognized or appreciated. Recruitment and retention of essential staff will require changes in the professional mindset. Community and industry leaders should include maintenance departments in planning, design, and strategic initiatives. Encourage shared contributions from the bottom up. This effort will show an appreciation for the knowledge, experience, and expertise these professionals provide. Administrative leaders and financial decision-makers can demonstrate this recognition by budgeting for professional development and training for all staff, from boots-on-the-ground to management.
Workforce development improves retention, enhances efficiency and performance, and influences a positive culture. These elements help provide a more productive work environment and build a public image.
Communication is essential in engaging the community. The public must be made aware of the amount of capital investment that goes into community infrastructure, the importance of preventative maintenance, and the time and cost involved in proper schedules. This will help build a better understanding of processes and an appreciation for the efforts and staff involved.
Brian “BK” Koehler, CPRP, CPSI, is the director for the Park Maintenance Institute, a hub of knowledge for sustainable facilities and grounds operations, land-management techniques, and maintenance administration. For more information, visit prps.org/maintenanceinstitute.
Resources
Kong, Ming. (2019) Effect of Perceived Negative Workplace Gossip on Employees’ Behaviors.
https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6336822/ Retrieved on 4/19/2022.
PositivePsychology.com website. What is Appreciative Inquiry? A Brief History & Real-Life Examples.
https://positivepsychology.com/appreciative-inquiry/ Retrieved on 4-20-2022.
University of Minnesota website - Work Attitudes.
https://open.lib.umn.edu/organizationalbehavior/chapter/4-2-work-attitudes/ Retrieved on 4/21/2022
University of Southern California website - Discouraging Negativity in the Workplace =-
https://appliedpsychologydegree.usc.edu/blog/discouraging-negativity-in-the-workplace/ Retrieved on 4/21/2022.