CHAPTER 9 The Internal Consultant's Dilemma Flashcards
What is the main challenge faced by internal consultants compared to external consultants?
Internal consultants must navigate organizational culture and hierarchy, having a boss and departmental goals to satisfy.
Why is it risky for internal consultants to operate without clear contracts?
Without clear contracts, internal consultants may face unrealistic expectations and become too accommodating to clients, risking their effectiveness.
What is a triangular contract in the context of internal consulting?
A triangular contract involves an agreement between the internal consultant, their supervisor, and the client.
List some unrealistic pressures internal consultants face from their bosses.
- Get the job done no matter what
- Don’t upset or antagonize the client
- Convince the client to do what you recommend
- Be loyal to your own organization
- Never admit a mistake to a client
What are some key wants internal consultants have from their bosses?
- A clear definition of the job
- Access to the boss
- Assistance on nontechnical elements
- Freedom to negotiate contracts
- Minimum bias on project outcomes
What is the significance of invitation in internal consulting?
Invitation encourages choice and participation, fostering collaboration and ownership in the consulting process.
True or False: Internal consultants can ignore the expectations of their own management.
False
What can happen if an internal consultant fails to establish clear contracts with peers?
It can lead to confusion, lack of role clarity, and clients may exploit the weakest link among consultants.
Fill in the blank: Internal consultants must operate by both _______ and _______.
[mandate], [choice]
What is a rectangular contract in internal consulting?
A rectangular contract involves a general understanding between the consultant’s boss and the client’s boss, leading to unclear expectations.
What are internal consultants expected to do when dealing with difficult clients?
They may feel pressured to convert difficult clients and cannot easily say ‘no’.
How does the status of internal consultants affect their ability to access high-level people?
Their status and job level are known, which can limit access to key high-level individuals compared to external consultants.
What are common cultural norms internal consultants face?
- Every problem can be solved
- Every client can be reached
- Contracts with clients should be very flexible
- Keep personalities out of it
What should internal consultants do to clarify their contracts with their bosses?
List key wants from their boss and exchange lists to agree on a balanced contract.
What is the role of feedback in the contracting process for internal consultants?
Feedback is crucial for understanding expectations and improving future interactions with clients.
What is a core strategy for idealism in internal consulting?
A commitment to invitation to foster collaboration and choice.
What can happen if internal consultants ignore organizational constraints?
They may be viewed as naïve or disloyal for not understanding how to operate within the organization.
