Becoming a Better Internal Consultant. Jean Woollard Christine Dyke partners in development

Transcription

1 Becoming a Better Internal Consultant Jean Woollard Christine Dyke partners in development

2 Introductions What s brought you here? Share some of your experience of consulting Identify 2/3 characteristics of good consulting In 6 minutes!

3 Good consultants: Listen Flexibility Understand business Relationship building Asking the right questions Empowering the client credible

4 Ethical Subtle High emotional intelligence Good communiction Focus on outcomes Being realistic Good facilitation and coaching skills

5 Adding value Really listening to what s unique not selling a product Strong focus on improvement Looking after self Resiliance Not impose what you know is right, listening to issues

6 Challenging the client Strong stakeholder management

7 Good consultants: Are client-centred they empower rather than control Build trust and respect Sensitive to others Not afraid to confront Can work with ambiguity Can flex their style and approach Use their technical skills appropriately

8 What does this mean for internal consultants? They are part of the system Often punching above their weight Already have relationships which may need to change

9 What else? Maintaining independence Managing the baggage step back, start challenging and ask more questions Clarity of roles, time boundaries, etc. Ability to shape the work and get buy-in Increase your visibility Knowing own value and able to influence senior managers

10 Research to get to understand subject/be credible Develop your confidence in the role Develop and maintain client focus

11 Gaining entry Making initial contact and building the relationship Contracting Finding out what the client wants, saying what you want Collecting data Finding out what happens now Analyis Making sense of the data diagnosing the problem Generating Options Making decisions and planning Implementing in development.co.uk releasing the potential of people at work Working together to achieve results Disengaging Following-up

12 A continuum of consulting roles Expert: Tells what and how Advisor: Gives advice Collaborator: Makes suggestions Helper: Non-directive, facilitates

13 Expert, Advisor, Collaborator, Helper What works well about working in each role? Any limitations? Which role is least familiar/preferred? What would be the personal challenge in this role?

14 Expert role Works well Easy to demonstrate value Speed - get to the solution fast "Re-usable" in different situations Feels good on a personal level Fits a lot of client situations/expectations Limitations High risk - miss valuable contributions; risk lack of ownership Difficult to keep staying ahead of the game Less and less projects ask for this approach in isolation

15 Challenges of working in Expert role Assumes you have all the information Lack of certainty/confidence of whether this is the solution The older we get the more we know what we don't know No personal sense of achievement

16 The Helper role Works well Where client has the information needed to solve the problem Where client needs to really own the solution Where there s a need to build a strong long-term relationship Limitations May not be what the client wants/expects Consultant may get too involved, unclear boundaries May not be time available

17 Challenges of the helper role Difficult to help if you think you know the right solution Requires patience and more listening than telling Involves working with uncertainty and ambiguity Depends on strong relationships

18 Themus model of the consultant/client relationship Consultants Clients

19 Developing consulting skills Common learning needs Understanding the consultant role Expanding personal repertoire of style Using personal power Advanced listening Empathy and relationship building Trust building Confidence and personal impact Handling conflict Collaborative working Coaching skills Influencing Assertiveness Up-to-date technical skills

20 Developing consulting skills: getting the best result Organisational context Competence Individual context Confidence Commitment

21 More information news & events