Gatekeeper Objections: The gatekeeper controls information flow and access. (101, 107, 110 - 111, 210 - 211) Flashcards
Statement: “You can’t talk to them. It’s against our policy.”
Consultant Responses:
Option 1: “Fair enough. This policy has probably served you well. Help me out. What was the intent of the policy in this regard.” (Then see: fairness; too busy; my job; etc.)
Option 2: “Believe me, I understand. While it’s not a formal written policy, our company has a very strong belief that if we are not able to understand the needs of the key stakeholders from their perspective, we aren’t prepared to propose a solution- and I really want to propose. Could you think of any creative way we could meet the intent of both our companies’ policies without offending anyone?”
Statement: “They never talk to consultants”
Consultant Responses:
Option 1: “And probably for some good reasons. Would you share with me some of the major reasons they give?” (Then see: fairness; too busy; my job; etc.)
Option 2: “And probably for some good reasons. What would have to happen before they would want to make sure we got their input?”
Statement “They’re too busy.”
Consultant Responses:
Match: “I can imagine they are very busy. I know they are pressed for time. Is it safe to assume that if they are that busy, they don’t want us to waste their time?”
Lead: “And that’s my concern. The biggest waste of their time is getting them all in a room together and giving them a presentation that isn’t really relevant or that doesn’t adequately address their concerns. That is a big waste of their time, and they hate it. So, let’s not waste their time. I will only need to spend about 20 minutes with each of them individually. I can do it over the phone. That way we can make the best use of their time during the meeting. You know these people better than I do. What would be the best way for us to set that up?”
Statement: “They don’t have time to get bogged down in all the details of this project.”
Consultant Responses:
Match: “That’s completely understandable. They probably don’t need to be involved in all of the nitty gritty details.”
Lead: “I will make sure when I talk to them that I only discuss the issues they see as critical. I will get the details filled in elsewhere. All I will need is 20 minutes with each one of them.”
Statement: “Put your questions in writing. I’ll make sure you get the information you need.”
Consultant Responses:
Match: “Good. If that will work, we will do it that way.”
Lead: “My concern would be that it would take them a lot longer to answer in writing than to just tell me. And when I see their answers, I’ll probably have a few follow-up questions and clarification questions. They will have to respond again in writing. All of this back and forth ends up taking more time rather than less. Maybe we’re clear, and maybe we’re not. What might have been a 20-minute conversation at worst takes much longer and irritates rather than informs. Let’s do it the efficient way. I will write down my questions, give them in advance, and then we can have a 20-minute conversation. Does that make sense?”
Statement: “You don’t need to see them. I can give you all the information you need.”
Consultant Responses:
Match: “Great. If you can, that will be all we need. You have given me a lot of very helpful information already.” (Pause)
Lead: “My concern is that I will mention what I’d like to know, and you’ll ask them. You’ll tell me their answers, and that will spark some follow-up and clarification questions on my part. You ask them and tell me again. All of this back and forth ends up taking more time rather than less. Maybe we’re clear, and maybe we’re not. What might have been a 20-minute conversation at worst take much longer and irritates rather than informs. Why don’t we just talk to them together? I will only need 20 minutes…”
Option: Agree to talk to just one person (together with the gatekeeper) and extend it one person at a time based on the perceived value.
Option: Point out that each person has a unique perspective. This person has done a great job on the overall picture- you just want 20 minutes or so to get the differences versus the collective view.
Last Ditch Option: Ask if you could ask this person the questions you would ask each stakeholder. Then ask for the unique perspectives of each on issues, evidence, impact, context, constraints, criteria, etc. All must be different.
Statement: “You can’t. It wouldn’t be fair. We want to keep a level playing field.
Consultant Responses:
Match: “Good. I want you to be fair. In fact, you have been more than fair in sharing all the information we have discussed today.”
Lead: “And I guess who we are really trying to be fair to are the stakeholders of the company, true? And they want a solution that exactly meets their needs. Those needs are based on different perspectives of the company. It wouldn’t be fair to them, to us or to the best solution to tell them the prescription without a thorough diagnosis. So, let’s be fair. I’m only asking for 20 minutes each of their time. I can od it on the phone. If other companies need the time they will ask for it. If they don’t ask, they don’t need it. And that’s fair. You know your company better than I do…”
Option: “The best way to be fair to the company is to give the decision makers the information they need to make a well-informed decision- and to give them a solution that truly addresses their needs. It wouldn’t be fair to expect that could happen without talking to the key stakeholders. So, let’s be fair to the company and key players and give them what they need. I will only need 20 minutes and…”
Statement: “That’s my job.”
Consultant Responses:
Match: “I appreciate that, and I only want to do those things that support you in your job.”
Lead: “In fact, I imagine if I give them great information about a solution that really makes sense – that takes into account their issues, concerns and priorities – we both look good – whether they go with us or not. And if I do a bad job, we both look bad. How about this…” (Suggest doing it together, one at a time; they stay in control.)
Option (Match): I appreciate that. And, I only want to do whatever completely supports your responsibility. Is it fair to say that a part of that responsibility includes making sure we don’t waste their time – making sure no one tries to sell them, making sure they don’t have to answer meaningless questions, and making sure they get all the information they need to make the best possible decision?”
Lead: “I share in that responsibility. I don’t want to waste their time – if I do, they’ll hold it against me. And, I won’t try to sell them anything – I’m still not sure what they feel their needs are. And, I want to get them good information even if they don’t go with us. In fact, if I do, we both look good, and if I don’t, we both look bad. How about this: let’s talk to them together.” (Chunk it down to one person at a time and let them stay in control and doing their job.)
Last-Ditch Option: Ask if you could ask this person the questions you would ask each stakeholder. Then ask for the unique perspectives of each, on issues, evidence, impact, context, constraints, criteria, etc. All must be different.
Statement: “It’s my responsibility. They delegated it to me.”
Consultant Responses:
Match: “I appreciate that. I want to completely support you in that responsibility.”
Lead: “It seems to me that if my presentation (proposal) exactly targets their precise concerns and allows them to make a well-informed decision, whether it’s with us or someone else, they will feel that your responsibly was well-handled. True? And conversely, if what we propose doesn’t address their real issues, neither of us looks very good. Is that fair? How about this…” (Suggest talking to them together, one person at-a-time.)
Last-Ditch Option: Ask if you could ask this person the questions you would ask each stakeholder. Then ask for the unique perspectives of each on issues, evidence, impact, context, constraints, criteria, etc. All must be different.
Statement: “You can’t talk to the members of the committee. It’s not allowed.”
Consultant Responses:
Option 1: “And probably for some good reasons. Can you at least share with me the reasons?”
Option 2: “And probably for some good reasons. Out of curiosity, what are people imagining would happen if we did?”
Option 3: “Fair enough. What would have to happen before it would make any sense at all for us to talk with them?”
Statement: “You can’t see the CEO. It’s against our policy.”
Consultant Responses:
Option 1: “And probably for some good reasons. Could you at least share with me the reasons?”
Option 2: “Fair enough. What would have to happen before the CEO would insist on seeing us?”
Option 3: “And probably for some good reasons. Out of curiosity, what are people imagining would happen if we did?”
