Routines

Question 1

What routines should I follow ?

Answer 1

• Book enough time for interactions with consultants.
• Make your consultants feel safe, welcome and well informed especially in the beginning of their career.
• When you work with topics related to laws and regulations, be very accurate. Use time to avoid errors.
• Make sure to reply quickly whenever consultant reaches out. Get back to them within the same day.

Question 2

How should I behave when meeting a consultant ?

Answer 2

• Prepare to every consultant meeting with an agenda.
• 80/20 ratio (80 listening and 20 talking) and active listening
• Ask open questions and follow-up questions

Question 3

How to make meetings personal ?

Answer 3

• Intensity of contacts
• High level of trust
• High level of respect
• Avoid “Du” or “Tu”
• Do not make it « private» either

Question 4

What are open questions ?

Answer 4

• Closed question is where the receiver can give just yes or no answer
• Open question is where the receiver needs to open wider than just yes/no.
• With open questions you don´t unintentionally close the discussion, you appear interested and you also gather a lot of information that can be useful for you in the long run.

Question 5

What are follow-up questions ?

Answer 5

• Follow-up questions is a way to deep dive into certain topic that you want to understand better.
• Also a tool to use when something is broad and unclear.
• A good follow-up question will build the flow of the conversation,
• Don´t accept ambiguous answer.
• It can happen that consultant wants to change the conversation into something else.
• If you feel there is something you need to know, ask the consultant to be more specific.

Question 6

What are the different categories of follow-up questions ?

Answer 6

• Tell me more: Used when you get a generalized answer
• Clarification: Used when consultant speaks unclearly or with vague term
• Emotions: Used when consultant emphasizes certain need, behavior or problem without explaining why. You want to understand the emotional impact of an event or problem.
• Quantity: Used to understand the scale of a problem.

Question 7

Can I get examples of follow-up questions ?

Answer 7

• Tell me more
  Can you tell me more about that?
  I want to make sure I understand this. Can you explain it further?
• Clarification
  You mentioned XX. Can you help me understand that better?
  When you say XX, what are you actually meaning?
• Emotions
  Why was that important to you?
  What made you think/say/feel/do so?
• Quantity
  How many times does this happen?
  How long did it take from you?

Question 8

Month 1 : What is agenda when following-up with consultant ?

Answer 8

• Is your mandate clear ?
• How do you experience the level of support you get in the position ?
• Any feedback that you’d like to share with me ?

Question 9

Month 1 : What is agenda when following-up with client ?

Answer 9

• How is the onboarding going so far ?
• Do you need any specific support from AW ?
• Any feedback that you’d like to share with me ?

Question 10

During assignment : what is agenda when following-up with client (1x every 6 months) ?

Answer 10

• How is the consultant performing ? What works well and what can be improved ?
• Is there anything that we/I can do differently to improve our collaboration?
• Any upcoming changes/challenges in your team ?

Question 11

During assignment : what is agenda when following-up with consultant (1x/month) ?

Answer 11

• What challenges do you experience in your role ?
• How do you evaluate your performance doing the tasks that you are responsible for?
• Is there anything that I can do differently to improve our collaboration ?

Question 12

Last month : what is agenda when following-up with client ?

Answer 12

• How long will you extend this consultant ?
• If not, what is your general assessment of this consultant ?
• Do you see any new need that we can help you with ?

Question 13

Last month : what is agenda when following-up with consultant ?

Answer 13

• What has been your biggest challenge ?
• How have you experienced my way of communicating with you ? Of following-up ?
• Is there anything you need my help with ?

Question 14

What routines should I follow regarding the onboarding meeting with consultant ?

Answer 14

• Send all touchpoints invitations from the start of assignment
• Meet consultant in the office for the onboarding meeting
• Ask your client how the consultant can make the best impression for his/her first day
• Send an email to all consultant before going on holidays with who to contact in case of questions