CHAPTER 4 Flawless Consulting Flashcards
What are the two key questions to ask oneself during consulting?
- Am I being authentic with this person now?
- Am I completing the business of the consulting phase I am in?
These questions help maintain focus and clarity in the consulting process.
What does authentic behavior with a client entail?
Putting into words what you are experiencing with the client as you work.
This approach builds client commitment and trust.
Why is it a mistake to assume clients make decisions based on purely rational reasons?
Clients often prioritize trust over rationality, questioning if the consultant can help without harming their position.
Trustworthiness is a key factor in client decision-making.
What is the effect of lower trust in a consulting relationship?
Lower trust leads to lower leverage and lower client commitment.
Authentic behavior can counteract this by fostering higher trust.
Fill in the blank: Authentic behavior leads to _______ client commitment.
higher
Higher authenticity correlates with increased client engagement.
What is the first requirement of the contracting phase?
Negotiate wants.
This involves exchanging what both the client and consultant want and can offer.
What does ‘cope with mixed motivation’ mean in the context of consulting?
Clients have ambivalence about seeking help; they want assistance but may also wish they hadn’t engaged the consultant.
What are the two main concerns clients have regarding exposure and loss of control?
- Fear of looking or feeling foolish or incompetent
- Fear of losing control of themselves, their organization, or the consultant.
Define triangular and rectangular contracts in consulting.
A triangular contract involves the client and their boss; a rectangular contract includes the consultant’s boss as well.
Understanding the hierarchy is essential for effective contracting.
What is the purpose of ‘layers of inquiry’ in the discovery phase?
To identify and clarify the underlying problems behind a client’s initial problem statement.
This helps in understanding the full context of the client’s situation.
What role does political climate play in consulting?
It affects behavior and problem-solving ability within the organization.
Consultants must understand the political dynamics to navigate effectively.
What should a consultant do when facing resistance to sharing information?
Identify and express the client’s reluctance during the data collection process.
True or False: The interview process in consulting is neutral and objective.
False.
The consultant’s involvement changes the organization from the outset.
What is the primary goal of the feedback meeting?
To work on the decision about what to do next.
This meeting is crucial for influencing implementation.
What does ‘funneling data’ refer to in the analysis phase?
Reducing data to a manageable number of actionable items.
Focus on items under the client’s control for effective feedback.
What is a key requirement when presenting feedback to a client?
Include personal and organizational data relevant to the context of recommendations.
Fill in the blank: Consultants should focus on the _______ during feedback to understand client management of their responses.
here and now
Awareness of current dynamics is crucial for effective consulting.
What is the most challenging aspect of receiving feedback as a consultant?
Not taking the client’s reactions personally.
Resistance often reflects organizational challenges rather than personal shortcomings.
What is the importance of engagement over mandate in implementation?
Involving people in the process ensures their commitment at each stage.
Engagement fosters ownership of the solution.
What should be prioritized in meeting design during implementation?
Participation over presentation.
Meetings should reflect the new ways of working to ensure buy-in.
Why is it important to encourage difficult public exchanges?
Building trust requires addressing difficult issues early and openly.
Postponing tough conversations can harm the project’s credibility.
What does it mean to ‘put real choice on the table’?
Involve people in decision-making early to enhance commitment.
Providing choices fosters a sense of ownership in the process.
Fill in the blank: Changing the conversation is necessary to change the _______.
culture
Dialogue free of blame promotes a healthier organizational culture.
What is the importance of putting real choice on the table during decision-making?
Commitment comes from having choice.
Involving people in decisions early increases their commitment to change.
