CHAPTER 4 Flawless Consulting Flashcards
What are the two key questions to ask oneself during consulting?
- Am I being authentic with this person now?
- Am I completing the business of the consulting phase I am in?
These questions help maintain focus and clarity in the consulting process.
What does authentic behavior with a client entail?
Putting into words what you are experiencing with the client as you work.
This approach builds client commitment and trust.
Why is it a mistake to assume clients make decisions based on purely rational reasons?
Clients often prioritize trust over rationality, questioning if the consultant can help without harming their position.
Trustworthiness is a key factor in client decision-making.
What is the effect of lower trust in a consulting relationship?
Lower trust leads to lower leverage and lower client commitment.
Authentic behavior can counteract this by fostering higher trust.
Fill in the blank: Authentic behavior leads to _______ client commitment.
higher
Higher authenticity correlates with increased client engagement.
What is the first requirement of the contracting phase?
Negotiate wants.
This involves exchanging what both the client and consultant want and can offer.
What does ‘cope with mixed motivation’ mean in the context of consulting?
Clients have ambivalence about seeking help; they want assistance but may also wish they hadn’t engaged the consultant.
What are the two main concerns clients have regarding exposure and loss of control?
- Fear of looking or feeling foolish or incompetent
- Fear of losing control of themselves, their organization, or the consultant.
Define triangular and rectangular contracts in consulting.
A triangular contract involves the client and their boss; a rectangular contract includes the consultant’s boss as well.
Understanding the hierarchy is essential for effective contracting.
What is the purpose of ‘layers of inquiry’ in the discovery phase?
To identify and clarify the underlying problems behind a client’s initial problem statement.
This helps in understanding the full context of the client’s situation.
What role does political climate play in consulting?
It affects behavior and problem-solving ability within the organization.
Consultants must understand the political dynamics to navigate effectively.
What should a consultant do when facing resistance to sharing information?
Identify and express the client’s reluctance during the data collection process.
True or False: The interview process in consulting is neutral and objective.
False.
The consultant’s involvement changes the organization from the outset.
What is the primary goal of the feedback meeting?
To work on the decision about what to do next.
This meeting is crucial for influencing implementation.
What does ‘funneling data’ refer to in the analysis phase?
Reducing data to a manageable number of actionable items.
Focus on items under the client’s control for effective feedback.
What is a key requirement when presenting feedback to a client?
Include personal and organizational data relevant to the context of recommendations.
Fill in the blank: Consultants should focus on the _______ during feedback to understand client management of their responses.
here and now
Awareness of current dynamics is crucial for effective consulting.
What is the most challenging aspect of receiving feedback as a consultant?
Not taking the client’s reactions personally.
Resistance often reflects organizational challenges rather than personal shortcomings.
What is the importance of engagement over mandate in implementation?
Involving people in the process ensures their commitment at each stage.
Engagement fosters ownership of the solution.
What should be prioritized in meeting design during implementation?
Participation over presentation.
Meetings should reflect the new ways of working to ensure buy-in.
Why is it important to encourage difficult public exchanges?
Building trust requires addressing difficult issues early and openly.
Postponing tough conversations can harm the project’s credibility.
What does it mean to ‘put real choice on the table’?
Involve people in decision-making early to enhance commitment.
Providing choices fosters a sense of ownership in the process.
Fill in the blank: Changing the conversation is necessary to change the _______.
culture
Dialogue free of blame promotes a healthier organizational culture.
What is the importance of putting real choice on the table during decision-making?
Commitment comes from having choice.
Involving people in decisions early increases their commitment to change.
How can changing the conversation impact organizational culture?
Encourages dialogue void of blame and moves quickly into action.
Focus on personal responsibility and the uniqueness of proposed changes.
What factors should be considered in the structure of meetings?
The seating arrangement and meeting structure impact client attitudes and commitment.
Utilizing choice in room structure can enhance engagement.
What is a common mistake in the contracting phase of consulting?
Failing to identify client offers or the consultant’s own wants.
Unaddressed wants can lead to difficulties later in the project.
Why is it important to discuss a client’s motivation at the start of a project?
Understanding client enthusiasm can prevent issues later.
Low motivation discovered too late can hinder project success.
What are the consequences of avoiding early resistance in a consulting project?
Accumulated unfinished business may lead to future problems.
Clients may express unresolved feelings later in feedback sessions.
What is the consultant’s responsibility in relation to client actions?
Consultants are responsible for their own actions, not for the client’s implementation of recommendations.
This distinction is crucial for effective consulting.
What can lead to client overdependence on consultants?
Consultants taking over responsibilities that belong to clients.
This can diminish the client’s ability to learn and adapt.
What is the key to increasing the chances of successful outcomes in consulting?
Focusing on how you work with clients.
The consultant’s behavior significantly influences client engagement.
True or False: A consultant should be responsible for the outcomes of their recommendations.
False.
Consultants are only responsible for their own work and not for client actions.
What is required for flawless consultation according to the author?
Behaving authentically and completing the business of each consulting phase.
This includes addressing client motivation and needs.
What does the term ‘Right to Fail’ imply in a consulting context?
Clients have the right to make poor decisions or fail.
Consultants should not take responsibility for clients’ failures.
Fill in the blank: The consultant’s job is to present information as _______.
[simply, directly, and assertively].
What is a common emotional response of internal consultants when facing a failing division?
Feelings of obligation to intervene and rehabilitate the situation.
This can lead to frustration if the consultant oversteps their role.
What should a consultant be held accountable for?
How they work with clients, not the clients’ decisions.
Accountability focuses on the methods and engagement of the consultant.
