CHAPTER 7 Some Nuances of Contracting Flashcards
What are the three ways to get work with clients?
- We’re asked in
- We want in
- We’re sent in
What is the primary goal of contracting?
To gain mutual agreement on what work will be done and how it will be done
What is the ‘sent in’ scenario in consulting?
When someone has sent you to the client’s organization to fix something or implement a process
In the ‘sent in’ scenario, what should you do to build trust?
Call out the elephant in the room and share personal acknowledgment
What is a key consideration when clients are unsure why you are there?
They may know why you are there and don’t like the idea of having someone sent to fix them
What should you do after agreeing on the presenting problem in a ‘sent in’ scenario?
Exchange wants and offers and progress through the rest of the contracting model
What does ‘want in’ scenario refer to?
When you see a need in the client’s organization and want to offer your expertise
What is the first step in a ‘want in’ contracting conversation?
Personal acknowledgment of your feelings about the situation
What must you do before stating what you want from the client?
Define the problem you believe the client is facing
What are the two types of selling mentioned?
- Good Selling
- Good Contracting
What should you do when initiating contact with a client?
State what you want from the client and acknowledge that you are making a sales call
True or False: Charisma and presence are the most important traits for a consultant.
False
What are common reasons for client resistance?
- Distrust of competence or confidentiality
- Fear of losing control
- Fear of vulnerability
- Distrust or disrespect towards the consultant
- Bad past experiences
What is a crucial step when facing client resistance?
Help the client express their reservations about you and your product
What should you do if a client expresses a ‘no’ after addressing their reservations?
Reassess whether you have identified a real need and if your service is appropriate
What do clients often cite as reasons for refusing a contract?
- Lack of money
- Lack of time
What is the underlying issue when clients cite time or money as reasons?
Motivation and commitment, not budget or time constraints
What is the role of consulting in an educational process?
To help line managers learn how to manage their organization or solve problems
How can a contracting meeting serve as a model for consulting work?
It demonstrates how to collect information, create space for doubts, and exchange feedback
Fill in the blank: The ‘flawless consulting contracting model’ is primarily set up for the ______ scenario.
[asked in]
What should be done if the problem you defined is not what the client is experiencing?
Reassess and redefine the problem
What is the primary way managers learn from consultants?
Managers learn more from watching consultants than from listening to them.
What is the purpose of the contracting meeting?
To collect information on the problem, create space for doubts, test theories, share intuition, exchange wants, and give feedback.
What can the contracting meeting serve as?
A mini-example of the consultant’s approach to working with clients.
How can clarity in naming content and relationship dimensions help in consulting?
It reduces client fears about loss of control and vulnerability.
What should a consultant do if a manager struggles to understand how they can help?
Engage in a brief demonstration of their consulting process.
What is the duration of the suggested mini-consultation?
20 minutes.
What is one benefit of conducting a sample consultation?
It allows the manager to experience the consultant’s responsiveness and collaboration.
What should be discussed at the end of the contracting meeting?
How the manager feels about the project, the meeting, and working together.
What type of measure is often used to assess success in consulting projects?
Qualitative measure.
What should a consultant ask 20 minutes before the end of the meeting?
How do you feel about this meeting? Any reservations?
Why is it important to ask about the manager’s feelings during the meeting?
To provide a sample of how the client might engage their own team.
What is the purpose of guiding and shaping the conversation in consulting?
To ensure that expertise and recommendations will be acted on later by the client.
What is the fundamental aspect of the consultant-client relationship?
Trust.
What should a consultant avoid doing when trying to build a relationship with a client?
Explaining their intentions without acting on them.
What is the difference between explaining and acting in the context of consulting?
Explaining creates distance, while acting demonstrates partnership and vulnerability.
What does the consultant commit to in their approach?
Acting out the path they want to walk on.
Why should a consultant not wait until the end of a meeting to ask for feedback?
If there are issues, it is too late to recover.
