CHAPTER 6 The Contracting Meeting Flashcards
What is the main message of the David Steinberg joke in relation to contracting?
Everything counts as a choice in contracting, and personal interactions provide insight into the project.
What is a critical skill in the contracting process?
Identifying and discussing relational and process issues between the consultant and client as they occur.
What should you clarify before the contracting meeting?
The expected outcome of the meeting, the roles of attendees, and the time allotted.
Who is considered the client in a project?
Individuals who attend planning meetings, set objectives, approve actions, receive reports, and are impacted by the effort.
Fill in the blank: You cannot contract with someone who’s not in the _______.
room.
What is the first step in navigating the contracting meeting?
Personal acknowledgment to increase comfort between consultant and client.
What should consultants do to communicate understanding of the client’s problem?
Acknowledge uniqueness, restate the problem in their own words, and reassure that solutions exist.
True or False: Clients often believe their situations are unique and complicated.
True.
What are some common things clients want from consultants?
- A study of a specific business problem
- Recommendations on how to solve a problem
- A training program designed and conducted
- Personal advice and support
- An evaluation of key line personnel
- A design for a cheaper process
- How to restructure and reduce labor costs
What is essential to know about project constraints?
Constraints can affect timelines, communication, budget, and the scope of the project.
What should a consultant ask to understand how to proceed with a project?
If there are any specific notions about how to proceed and what constraints exist.
What is the significance of the client initiating the meeting?
It allows for clearer communication and understanding of expectations from the outset.
What does acknowledging the unique aspects of a client’s situation entail?
Recognizing specific challenges and conditions that differentiate their case from others.
Fill in the blank: The heart of the contracting process is asking the client, ‘What do you want from _______?’
me.
What should be avoided when communicating understanding of the problem?
Overly complicated analyses and judgments.
What is the purpose of restating the client’s problem in your own words?
To show understanding and support, while reassuring the client.
What is the first step in the consulting contracting process?
Ask clients directly for their thoughts on how to work together and identify existing constraints.
What support should a consultant inquire about from the client?
Budget, time of their people, and access to information.
What is a common difficulty faced by internal consultants during the contracting process?
Identifying and expressing their own wants and needs.
What are essential wants in the consulting context?
Minimum requirements needed for project success, such as:
* Access to key people
* Enough time
* Agreement on confidentiality
* Budget
* Response to communication
What should a consultant do if a suggestion during a contracting session violates their essential wants?
Pause the meeting and reassess; express the violation clearly to the client.
How can a consultant ensure their essential wants are met?
Define them realistically and communicate them clearly during the contracting phase.
What are desirable wants in the consulting context?
Wants that would enhance project effectiveness but are not critical, such as:
* Collaboration from client personnel
* Involvement from top management
* Adequate time schedule
What should a consultant do after identifying their wants?
Put those wants into words clearly and directly.
What is an example of a fogged expression of wants?
A long justification before stating the actual want.
What is an authentic expression of wants?
Stating the want simply and directly, such as ‘I would like for you also to attend the course on handling difficult conversations.’
What are two key areas consultants need to improve on?
- Clearly stating their needs and wants
- Being realistic about the results they can deliver
What should a consultant do to reach an agreement with the client?
Pause to acknowledge the agreement and restate it.
What are the two common reasons for weak contracts?
- Client entered agreement under coercion
- Inadequate control felt by the client
What question should a consultant ask to test client commitment?
Is this project something that you really want to see happen?
What should a consultant ask to test for control over the project?
Do you feel you have enough control over how this project is going to proceed?
What is a major concern for line managers during a project?
Maintaining control over the situation.
Fill in the blank: Essential wants are also known as _______.
[needs or must wants]
True or False: A consultant should promise specific results solely based on their efforts.
False
What should a consultant do if they feel coerced into a project?
Assess the situation and be realistic about the strength of the contract.
What are the two questions to ask clients about their feelings towards the project?
- Do you feel you have enough control over how this project is going to proceed?
- Are there ways you feel vulnerable with respect to this work?
These questions help assess client comfort and control in the consulting process.
Why do line managers value control in a project?
Line managers tend to value control above all else to prevent threats to the contract and the project.
Giving up control can lead to organizational uneasiness.
What is a major cause of organizational uneasiness when clients bring in consultants?
Giving up control.
Clients often feel uneasy about the control they relinquish when hiring consultants.
What should consultants do to elicit honest answers from clients?
Ask questions about control and commitment with genuine interest.
A persuasive or pleading tone may lead to less honest responses.
What is the purpose of asking clients about their reservations?
To help managers express any reservations they are having.
These questions are not indirect selling techniques.
What should consultants do to support their clients?
Make supportive statements about the client’s willingness to begin the project.
Acknowledging the client’s courage to invite recommendations is essential.
Why is it important to provide specific feedback to clients about their contributions?
To ensure that clients understand what they did well and to reinforce positive actions.
Without specific feedback, clients may not recognize their strengths.
What is an example of a supportive statement a consultant might make?
“Starting a project like this takes some risk on your part, and I appreciate your willingness to take that risk with me.”
This kind of feedback shows appreciation for the client’s efforts.
What is the final step in the contracting process?
Restate actions and next steps for both the client and the consultant.
Clear communication about responsibilities helps ensure accountability.
What should be included in the next steps after a contracting meeting?
Simple statements outlining actions such as sending memos or scheduling meetings.
This helps clarify responsibilities and timelines.
How often is the social contract renegotiated during a project?
Often.
No social contract lasts forever; adjustments are typically necessary.
