ABSTRACT
Where ideas are imposed (or felt to be imposed) without a full explanation, then two results are common. First, there is a polarisation of ‘believers’ and ‘sceptics’ and second, the debate shifts from content to process and back again without distinction. Thus it is important to establish whether dissatisfaction with an outcome is due to content or process – or perhaps both. It is also possible to envisage excellent process, enabling the implementation of very poor content. This is often a criticism levelled at management consultants who have a great presentation style and a persuasive manner but no substantial or new ideas.
