CHAPTER 3 Being Right—Really Flashcards
What are the two levels at which a consultant operates?
Content level and affective level.
The content level deals with the cognitive part of a discussion, while the affective level involves feelings and interpersonal dynamics.
What is the main objective of every consultation?
To focus on and value the affective aspect of the relationship with the client.
Understanding feelings provides insight into the client’s real concerns and the potential for a good relationship.
What are the four elements of the affective side of consultant-client interaction?
- Responsibility
- Feelings
- Trust
- Your own wants
What does balanced responsibility mean in a consulting relationship?
Responsibility should be shared 50/50 between the consultant and the client.
Both parties should actively participate in communication and decision-making.
Why is it important for clients to own their own feelings during consultations?
It helps balance responsibility and provides insight into the client’s true experience.
A consultant should also be aware of their own feelings about the client’s behavior.
What should consultants do to build trust with clients?
Ask clients about their trust in confidentiality and express any doubts they may have.
Addressing distrust directly can help foster a trusting relationship.
What are some wants that consultants may have in a consulting relationship?
- Organizational wants
- Wants for acceptance and inclusion
- Wants for access to the organization
- Wants for support from the client
What is the essence of consulting as a business?
Consulting is fundamentally a relationship business.
The success of consulting work hinges on the quality of relationships with clients.
What is the significance of the struggle in consulting?
The struggle is often where solutions are found, especially when facing paradoxical situations.
Acknowledging tensions between opposing viewpoints can lead to better outcomes.
What is more important than finding the right answer in consulting?
The question itself is more important than the answer.
Trusting the right questions can drive meaningful exploration and change.
What is the problem with ‘how’ questions in consulting?
‘How’ questions often focus on methodology rather than purpose and can lead to superficial solutions.
They externalize the problem and ignore deeper issues.
What types of questions should consultants focus on for authentic change?
- What is the point of what we are doing?
- What has to die before we can move to something new?
- What is the real value of our product and service?
- What personal meaning do people find in what we are doing?
What does the question ‘What would happen if we did nothing?’ imply?
It prompts reflection on the necessity of change versus maintaining the status quo.
It encourages consideration of whether improvement is needed at all.
What is the importance of understanding one’s own wants as a consultant?
Recognizing your own wants is essential for the success of the consulting relationship.
It helps avoid falling into a service mentality that neglects the consultant’s needs.
What do many people think work is?
Work is just that, work.
What should we focus on instead of fixing weaknesses?
Find out what more is possible.
What question should we ask regarding our legacy?
What will our legacy be?
What is required for genuine change to occur?
Engagement in difficult questions.
True or False: The ‘why?’ questions are designed for learning and change.
True.
What happens if we manage around tension instead of addressing it?
We risk losing the day.
What is the key to unlocking new ways of thinking?
Naming and discussing tension.
What is more important than finding answers in discussions about tension?
The expression itself.
What is the first step in staging the client’s involvement?
Define the Initial Problem.
What should the consultant do if they think a project won’t succeed?
Seek conditions where it can work.
What is the purpose of the second step in the client involvement process?
Determine whether to proceed with the project.
Fill in the blank: The client often expects the consultant to do the whole job, but creating a _____ is a good way to build client commitment.
consultant-client team
What should the consultant ask the client regarding data collection methods?
What are their ideas?
What are the risks of having the client do some of the discovery?
- Withholding information * Distorted data
Why is it important to funnel data and make sense of it?
It helps in analyzing what the data mean.
What should happen in Step 10 of the client’s involvement?
The client should share in presenting the data analysis.
What is crucial when making recommendations?
Integrating technical knowledge with the client’s practical knowledge.
What should the consultant do once the study is done?
Be part of the meeting discussing the actions.
What is the primary concern of the consultant regarding client actions?
The client may take 100% of the action and leave the consultant out.
This highlights the importance of inclusion in decision-making processes.
What should a consultant request to ensure their involvement in a project?
To be included in the decision-making meeting.
This demonstrates the consultant’s care about the project and their willingness to contribute.
What is the consequence of being excluded from a meeting by the client?
The consultant may feel hurt and powerless.
It’s important to address feelings of exclusion proactively.
How many steps are involved in engaging the client and increasing the probabilities of success?
12 steps.
Each step provides opportunities to engage the client and reduce resistance.
What does engaging in the 12 steps require from the consultant?
Giving up some consultant prerogatives and freedom of action.
This is in service of achieving a longer-range goal.
Is the sequence of the 12 steps fixed in practice?
No, life rarely occurs in the listed sequence.
Each step is important regardless of the order in which they occur.
What is the purpose of Checklist #1?
To assess the balance of responsibility in a project.
It helps consultants evaluate their involvement versus the client’s.
What do the scales in Checklist #1 measure?
The distribution of responsibility between the client and the consultant.
This helps identify opportunities for restructuring projects.
What should a consultant do if they find an imbalance in responsibility?
Restructure the project to increase client involvement.
This can enhance the chances of project success and longevity.
What is the initial step in the checklist for assessing project responsibility?
Define the initial problem.
This sets the foundation for the project’s direction.
What is the final step in the checklist for assessing project responsibility?
Decide on actions.
This is crucial for implementing the recommendations made.
Fill in the blank: The consultant should care about the project and know they could contribute to the question of _______.
timing and implementation.
This emphasizes the consultant’s role in the project.
True or False: The client should always make decisions without the consultant present.
False.
The consultant advocates for inclusion when they have made significant contributions.
What is a potential outcome if the client excludes the consultant from discussions?
The project may not remain active after the consultant leaves.
Consultant involvement is critical for project sustainability.
