CHAPTER 17 Preparing for Feedback Flashcards
What do line managers typically seek from consultants?
Recommendations for addressing problems or possibilities.
What is the primary task of a consultant?
To present a fresh picture of what has been discovered.
What percentage of a consultant’s contribution is presenting a clear picture?
70%.
What should consultants focus on when presenting information?
Areas likely causing the problem or sources of possibility.
What should be done with the excess data collected during consulting?
Make sense of it and select what is important.
What are the five guidelines for selecting what to highlight to the client?
- Items the client can control
- Clearly important to the organization
- Commitment from the client to work on it
- Strength or expansion of something working
- Unique perspective on the situation.
What should consultants avoid doing to undermine their effectiveness?
Colluding with clients by blaming external factors for problems.
What is ‘projecting’ in the context of consulting?
Placing your own feelings onto another person.
True or False: Clients have the right to all information collected by consultants.
True.
What is considered assertive behavior in consulting?
Stating directly what you want and how you see things without diminishing others.
What is aggressive behavior in feedback?
Expressing views in a way that puts down the other person.
What is nonassertive behavior?
Holding back feelings and not stating them at all.
What is the goal of a consultant in terms of feedback?
To be assertive and authentic.
What should the consultant’s feedback focus on?
Describing what has been found rather than evaluating it.
Fill in the blank: The consultant should avoid language that is _______.
[judgmental].
What role should a consultant ideally take during feedback?
Consultant as Witness.
What are the negative roles consultants should avoid taking?
- Consultant as Judge
- Consultant as Jury
- Consultant as Prosecutor
- Consultant as Defendant.
What is the preferred role for a consultant?
An impartial witness.
What should consultants do when encountering resistance from clients?
Name the resistance and wait for a response.
Why is it important for consultants to build a close relationship early in the process?
It makes difficult conversations later in the process more productive.
What should be avoided in the language used during feedback?
Vague stereotypes and lengthy justifications.
What does it mean to present a picture as a ‘courtroom drama’?
Viewing consulting roles negatively and avoiding those roles.
