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Tips and Traps for Internal Consultants
By: Charles L. Fields
...continued
TIP:
Focus on things that the client CAN control. This helps build
commitment. Too often clients claim helplessness because we identify
things that need to be fixed but are beyond the client's control.
TRAP:
Working on the technical side of the problem only! There are two sides
to every problem - the technical side and the "how is it being managed?"
side. Here's an example…
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TECHNICAL:
The organization wants to implement a new strategic planning process.
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HOW MANAGED:
The people involved in planning feel that this is another "flavor of
the month"...here we go again...another change to the process.
You
can go through the motions of teaching them how to use the new process,
but unless you get to the level of dealing with their commitment,
nothing will actually change.
The
FEEDBACK phase usually causes the most anxiety, but it is where
we earn our money! In many instances, the client's perception of the
problem is different from the REAL problem. So, we have to tell the
client what we've learned, deal with their reservations, AND get a
decision to act.
TIP:
Use language that clearly and simply describes the situation, identifies
the client's contribution, and includes the impact on business. Such
language will help focus on the real issues and prevent drifting into
non-productive discussions.
TRAP:
"Dumping all your data" and expecting the client to sift through it for
the relevant elements. We tend to love what we've learned and present
ALL of it to the client. We also tend to lace it with the jargon of the
day. Remember, our task is to present a clear,
simple picture.
A
final thought...
In
Flawless Consulting, Block likens our role as consultants to that
of a courtroom. We could act as the judge, jury, defendant, prosecutor,
etc. So a final... TIP: Act as a WITNESS to the situation, reflecting
only what you see going on. TRAP: Acting as JUDGE and JURY (and
sometimes executioner!) destroys trust and credibility.
Think about it...read the book...practice consulting "flawlessly"!
(Originally a presentation and article
for the Western New England OD
Network)
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