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Taiwa no FumenPractical methods for shared thinking

English edition: the full translation has not yet received an independent line-by-line review. Check the linked sources and method-specific limits before use. Japanese PDFs and videos remain labelled.

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User and citizen experience

Turn Complaints into Improvement Themes

Preserve the other person’s words while separating facts from interpretations and turning them into themes that can be improved.

People
5–16
Session time
150 minutes
Format
In person

English session plan

Original program status: draft. Source safety category: Medium; this is not a guarantee of safety.

Preparation: Standard preparation. Facilitation team: Four roles, including an experienced facilitator.

What this session can decide

Create improvement themes and additional checks. Pass individual complaint adjudication, compensation and legal responses to the formal contact point.

Outside its scope

  • Do not judge whether a complaint is right or wrong.
  • Do not evaluate the complainant.
  • Do not handle disputed or harassment cases.

Primary caution: Do not judge whether a complaint is right or wrong.

Before starting

Question and scope
Preserve the other person’s words while separating facts from interpretations and turning them into themes that can be improved. Before starting, state the subject and period covered in one sentence.
What is decided here
Create improvement themes and additional checks. Pass individual complaint adjudication, compensation and legal responses to the formal contact point.
Output recipient
At the end, the Recorder keeps “Improvement themes and action candidates”. Separate factors the organisation can change from matters requiring a formal response.
Participation and information boundaries
Explain that people may pass, rest or leave, and keep personal information, confidential information and judgements about attributes off the recording surface. Assign Participant support separately.
Operating team
Assign the Lead facilitator, Recorder, Timekeeper and Participant support before starting, and confirm who announces transitions and stops.
Next check
Set the review date, readers and person responsible for the next decision on “Improvement themes and action candidates”.

Who takes responsibility

Lead facilitator

Uphold the purpose and out-of-scope boundaries of “Turn Complaints into Improvement Themes” and announce each stage’s start and finish.

From before the start until the session ends.

Recorder

Record Confirmed summary, Word correspondence table, Improvement themes and action candidates at the relevant stages and hand them to the recipients at the end.

From preparation of recording surfaces before the start through storage after the session.

Timekeeper

Notify the Lead facilitator 3 minutes before each stage ends and when switching to breaks or buffer time.

At the start of every stage and 3 minutes before its end.

Participant support

Receive requests to pass, rest, leave or check individually, and decide with the Lead facilitator whether resumption is possible.

From before the start until the session ends.

Session flow

Minutes are measured from the session start. Method time, transition time, breaks and buffer are shown separately; they are not additional overlapping activities.

  1. 0–15 minutes

    Return and check the other person’s words

    Method: Confirming Summary · 0–12 minutes. Transition: 12–15 minutes (3 minutes).

    Briefly summarise complaints or requests and check meaning against the original text or intake record. Add no evaluative wording and leave unknown points unknown.

    Responsible: Lead facilitator; Recorder; Participant support

    Output: Confirmed summary

    Handoff: Pass the confirmed summary and unresolved points to the stage mapping user wording to internal organisational terms.

    This stage may be shortened only in accordance with the stated conditions.

  2. 15–63 minutes

    Map user and organisational wording

    Method: Counterpart Lexicon Map · 15–60 minutes. Transition: 60–63 minutes (3 minutes).

    Place user wording alongside internal organisational wording. Check apparently equivalent words with concrete examples and do not force a translation where terms do not correspond.

    Responsible: Lead facilitator; Recorder; Participant support

    Output: Word correspondence table

    Handoff: Pass facts with matching meanings and remaining differences to the improvement dialogue.

    This stage is not marked as shortenable.

  3. 68–131 minutes

    Find actions that can improve matters

    Method: Discovery and Action Dialogue · 68–128 minutes. Transition: 128–131 minutes (3 minutes).

    Compare situations where the same problem occurred and where it was avoided. Use observable differences to select actions frontline staff can change, separating matters needing an institutional response.

    Responsible: Lead facilitator; Recorder; Participant support

    Output: Improvement themes and action candidates

    Handoff: Hand improvement themes to the service lead and matters requiring individual replies to the formal contact point.

    This stage is not marked as shortenable.

What is retained and who receives it

Confirmed summary

Owner: Recorder

Separate original meaning from the organisers’ interpretation.

Word correspondence table

Owner: Recorder

Distinguish matching meanings, different meanings and institutional terminology.

Improvement themes and action candidates

Owner: Recorder

Separate factors the organisation can change from matters requiring a formal response.

Materials and setup

Material names, quantities, groups and handling instructions retain the fixed draft's original helper-derived guidance. Where a format is marked “Source material specification”, the entire bound English source material entry takes precedence over the old helper-derived format guidance. This format-only correction does not resolve other instruction or safety concerns. English names are not substituted into a Japanese-keyed lookup.

Everyday tools

Broad-tip pens

Quantity: 2 for the whole group

Format: Dark broad-tip pens or whiteboard markers

Check that the ink flows and place the pens where participants can reach them. Avoid pale-coloured pens.

Pens

Quantity: 1 per person

Format: Dark broad-tip pens or whiteboard markers

Check that the ink flows and place the pens where participants can reach them. Avoid pale-coloured pens.

Broad-tip writing tools

Quantity: 2 per table

Format: Dark broad-tip pens or whiteboard markers

Check that the ink flows and place the pens where participants can reach them. Avoid pale-coloured pens.

Sheets to prepare by hand

Table for checking differences in the words used

Quantity: 1 sheet for the whole group

Format: Two A4 sheets placed side by side. Join them with masking tape if a larger surface is needed.

Divide the work surface into 3 fields: “Words actually used”, “Differences in meaning or use” and “Points held for judgement”. Do not rely on colour alone; write each field heading in words.

Cards separating responses to the summary

Quantity: 1 set per person

Format: Sticky notes around 75 × 75 mm, or A4 copy paper cut into four pieces.

Write “Correction”, “Omission”, “Hold” and “Do not record” on separate sheets, one label per sheet, and prepare the required quantity of each type. Distinguish them by written headings even when the colour is the same.

Separate-channel cards for formal records and safety reports

Quantity: 1 for the whole group

Format: Sticky notes around 75 × 75 mm, or A4 copy paper cut into four pieces.

Do not buy special-purpose materials. Write “Separate channels for formal records and safety reports” at the top of each paper piece. If participants will write on it, use one item per piece and handwrite the required headings before starting.

Trial-reading slips containing only candidate words and minimum necessary context

Quantity: 1 per item

Format: Sticky notes around 75 × 75 mm, or A4 copy paper cut into four pieces.

Do not buy special-purpose materials. Write “Trial reading with candidate words and minimum necessary context only” at the top of each paper piece. If participants will write on it, use one item per piece and handwrite the required headings before starting.

Table for checking candidate wording against the original

Quantity: 1 sheet per group

Format: Two A4 sheets placed side by side. Join them with masking tape if a larger surface is needed.

Divide the work surface into 4 fields: “Original to check”, “Rewording candidate”, “Original inferred from the candidate” and “Where it can and cannot be used”. Do not rely on colour alone; write each field heading in words.

List of seven questions

Quantity: 1 per table

Format: Source material specification: One A3 list of the 7 questions per table

Source-bound format display correction; the other fixed helper-derived guidance is unchanged.

State the content, preparation date and person who checked it. If distributing it, also provide a large-print version or digital viewing data with the same content.

Record sheet for next practices from the seven questions

Quantity: 1 per table

Format: Source material specification: One A3 recording sheet per table

Source-bound format display correction; the other fixed helper-derived guidance is unchanged.

Divide the work surface into 4 fields: “Actions actually being taken”, “Obstacles to action”, “Small next step to try, owner and timing” and “Role to invite to the next dialogue”. Do not rely on colour alone; write each field heading in words.

Role notes for the table facilitator and Recorder

Quantity: 1 of each per table

Format: Sticky notes around 75 × 75 mm, or A4 copy paper cut into four pieces.

Write “Table facilitator—check the question and time” on one card and “Recorder—record decisions and holds” on the other. Add people’s names only after assigning the roles.

Information to gather before the session

Non-overlapping sets A and B of anonymised original texts

Quantity: At least 3 items in each set

Format: A4 printouts of anonymised original text, or digital viewing data with the same content

Before the event, divide actual anonymised original texts into sets A and B with at least 3 items each. Do not put the same original in both. Check that names, contact details and other identifying information have been removed. Blank sheets labelled only with names are not a substitute.

Setup for each method

Confirming Summary

  1. Place participants’ actual words where everyone can read them and provide an anonymous route to indicate correction, omission, hold or do not record.
  2. Use no more than three key points and add no new interpretation. Keep common understanding, differences and unresolved matters separate; do not merge minority or conditional views into unanimous agreement.
  3. An oral summary does not replace legal minutes, formal testimony, safety reports or records requiring identity verification. Use a separate formal procedure when needed.

Counterpart Lexicon Map

  1. Record outside the table how the original accounts were collected and what was anonymised.
  2. Separate the creators of sets A and B and position them so neither can see the other's original accounts.

Discovery and Action Dialogue

  1. One table per group, seating 2–7 people, near the place where the problem occurs
  2. Place the question list and recording sheet where everyone at each table can read them
  3. Explain at the start that the group will not decide other people's actions while those people are absent

When to switch or stop

Fallbacks

The summary cannot be confirmed.

Do not proceed with interpretation; retain only the original text and unresolved points.

Method guide: Confirming Summary

Stop conditions

Judgements are needed on disputes, compensation, harassment or personal responsibility.
Stop dialogue and pass the matter to formal complaints, legal or consultation channels.
Evaluation of the complainant’s character or attributes begins.
Return to the original text, observed facts and procedural conditions.

Sources, rights and limits

This site has composed this programme’s purpose, method sequence, delivery instructions, roles, outputs and switching conditions. See each individual method page for that method’s sources and licences.

Original source records and their required notices are retained below. Their presence does not mean a new legal or cultural-safety clearance. Original citation titles are kept in their source language.

Sources and required notices for the 3 methods used

Confirming Summary

  • Source: Commons Library / Rhizome Facilitation Tools and Techniques: Summarising | https://commonslibrary.org/facilitation-tools-and-techniques/#h-summarising | CC-BY-SA-4.0 adaptation; changes made
  • Source: Conditions applying to CC-BY-SA-4.0 | https://creativecommons.org/licenses/by-sa/4.0/ | CC-BY-SA-4.0
  • Attribution: Taiwa no Fumen Editorial Team | This site’s text and illustrations
  • Cultural caution: This manifest contains no structured cultural-safety assessment. Human checks are required for context, opting out of participation and power differences.
  • Limits of this record: Only the notices displayed in the public YAML were transcribed. This does not assert that no individual rights exist.

Counterpart Lexicon Map

  • 対話の譜面編集部による設計 — This description is original
  • Source: Designed by the Taiwa no Fumen Editorial Team | This description is original
  • Attribution: Taiwa no Fumen Editorial Team | This site’s text and illustrations
  • Cultural caution: This manifest contains no structured cultural-safety assessment. Human checks are required for context, opting out of participation and power differences.
  • Limits of this record: Only the notices displayed in the public YAML were transcribed. This does not assert that no individual rights exist.

Discovery and Action Dialogue

  • Source: Liberating Structures Fieldbook (2026) — Henri Lipmanowicz; Keith McCandless; Nancy White | https://www.liberatingstructures.com/discovery-and-action-dialogue | CC BY-SA 4.0 adaptation; changes made
  • Source: Creative Commons License — Liberating Structures | https://www.liberatingstructures.com/cc-license | CC-BY-SA-4.0 notice
  • Source: CC BY-SA 4.0 | https://creativecommons.org/licenses/by-sa/4.0/ | Licence text
  • Attribution: Henri Lipmanowicz and Keith McCandless; Keith McCandless and Nancy White | Author/contributor credit from the original material
  • Attribution: Taiwa no Fumen Editorial Team | Japanese adaptation and this site’s original illustrations
  • Changes and adaptation: Adapted with changes as Japanese facilitation scores
  • ShareAlike: Provided under CC-BY-SA-4.0
  • Cultural caution: open-method screening complete: Closed, ritual or sacred cultural practices are not used as sources; opting out, sensitive information and power differences are addressed in each method’s limits and branches.
  • Limits of this record: Adapted with changes into Japanese facilitation scores under CC BY-SA 4.0 and provided under the same licence. Only the current pages are covered; materials dating from June 2026 or earlier, official icons and third-party material were excluded.

Current-page credit and licence companion for this method

Japanese resources and historical source records

Original Japanese plan and its print view · Japanese operation pack or starter materials

An English print edition is not provided here. The linked plans, print views and operation materials are Japanese resources.

Historical recorded publication holds

The following original hold statements are retained verbatim with their fixed source versions. They are not a statement of current acceptance, nor does this historical label resolve a source-specific restriction.

  • English translation and rendered-page independent acceptance pending
  • Method dependency source/text SHA binding and current source-specific rights verification pending
  • Publication not cleared
Historical fixed-source and English-draft provenance

Japanese program SHA-256: 45db95b1233f1ff479c4c217c4b70faeb68d16f95a1e1e5d800752b7b9ff529d

Fixed source context SHA-256: d1b53d10d427fc9ffc18be48be64441d80dcb901c7e60f4e89edd2eab0b5b860

English draft SHA-256: 5688aa40759abf3f963ab66e8a613d2df16a53d21f9e56db3ea21b52b740867d

  • counterpart-lexicon-map: source ed266692805df1892c7892ab8c58482ef1264b00fd8d7ff63971ad3053dd32f4; English draft c38d5b06a384820d75498ac569f100dea4deb539698a28091ea141a3148a55db
  • discovery-and-action-dialogue: source 7408d287cbccc212e208a605247f2f4d8ca0ec33cd2e7d2b0f83c0f5c394c2e6; English draft af8ec3c2ead69fdd44d7b09debb5c48ee131b8f034d591396b18c7522fcef249
  • rhizome-confirming-summary: source 96759687381af0fd18c1d9c883fbf98f97703b86d8753775cbcf88e615a37880; English draft b0f39d1cb937ab9ffcb298d1311138d39f2923c749656aee7c6a6d0f42b6f29e

These hashes identify the checked inputs; they do not grant independent acceptance or publication clearance.