A two-day, instructor-led course that is organized by the five phases of a consulting relationship which provides a systematic framework for building and maintaining effective, client-focused relationships.
 
 

Program Benefits

At the conclusion of the course, participants will be able to:

• Establish productive relationships with their internal or external clients by:

• Collecting information about the client’s needs before the first meeting
• Understanding the customer as a person as well as a client
• Sharing with the client appropriate information about one’s own personal and professional backgrounds
• Establishing and maintaining a trusting, open, and honest relationship with the client
• Commit to mutual goals with the client by:
• Clarifying the client’s perspective on the present status and future goals of his/her business area
• Using questions to help the client express his/her perspective and to clearly define goals to which both parties can honestly commit themselves
• Discussing differences of opinion with the client in a way that demonstrates acceptance of and respect for the client
• Plan for results collaboratively with the client by:
• Identifying and eliminating potential barriers to a desired change or improvement before trying to implement it
• Assessing a client’s readiness to make a change by evaluating motivation, clarity of vision, and the capability to implement the change
• Encouraging a client to plan ahead even though the client may not engage in a formal planning process
• Provide ongoing support to the client by:
• Helping the client anticipate problems that may be encountered in a planned change or improvement
• Assisting the client in evaluating his/her activities to determine how they might be improved
• Providing both positive and negative feedback to a client regarding ongoing activities
• Assess the consulting relationship by:
• Soliciting feedback from the client on how the client’s needs might be better served
• Discussing the status of the relationship with the client and how it might be improved
• Recognizing and celebrating the accomplishments of the client.

Client Focus is designed to be highly participative. Participants work through the various phases of the relationship development process using video-based case studies.
The large majority of key content is taught through practical work tools that are immediately applied to the three video-based case examples. These cases are followed through all five phases of the consulting process. Role-plays, discussions and self-analysis activities are also included for variety and instructional effectiveness. Participants also use Relationship Analyzers, which are one-page summary checklists linked to the phases of the consulting process, to analyze an actual client situation of their own.
 

• For novice participants, it provides both basic concepts and principles.
• For experienced participants, it provides opportunity to amplify the concepts and principles through reflection of their work experience.

Certificate of Participation will be awarded.
 

YOU WILL RECEIVE POWERFUL RESOURCES

• The Participant Guide provides key concepts, worksheets and work tools used during classroom activities.
• The Reference Guide contains copies of all of the work tools so they may be easily copied for use on the job.
• Three video-based case studies are used throughout all phases of the program to model appropriate skills and techniques, to promote discussion, and to practice application of the work tools. The cases represent three diverse consulting situations to encourage participants to think outside of their normal paradigms with respect to client relationships.
• The Facilitator Guide provides the overall “road map” for the course. It serves both as a preparation tool for instructors as well as a step-by-step guide for conducting course sessions. The Guide’s unique, easy-to-use format has been frequently cited by instructors as extremely effective for use in initial preparation and on-going support.

A. Prepare for the relationship

• Importance of gathering information about client prior to first visit
• Areas of importance to understand about the client
• Methods of obtaining information about the client

• Importance of understanding the business person
• A client’s need for respect
• A client’s need for control

• Understanding your value to the client
• Identifying opportunities for growth
• Sharing information about yourself with the client

• Establishing trust and mutual understanding
• Indicators of effective relationships

A. Understand your client’s perspective

• Determining client perception (beliefs and feelings) about the
  current situation
• Relationship of perception of the current situation to actual facts
• Determining client beliefs, feelings, and wishes about the future 
• Clarifying client goals (versus wishes)
• Asking effective questions

• Clarifying your own perspective about the current situation and the future
• Identifying differences between your perspective and the client’s
• Challenging your own beliefs, feelings and wishes
• Clarifying your own goals

• Importance of mutual commitment
• Agreeing to disagree
• Maintaining mutual respect when disagreeing
• Identifying common ground by examining underlying beliefs and feelings

A. Assess readiness for change

• Importance of change
• Consultant as change agent
• Barriers to change
• Readiness for change
• Vision, motivation, and capability

• Planning as an everyday, ongoing activity
• Psychological and practical barriers to planning
• Eliminating planning barriers
• Plans as leverage for change
• Anticipating long-term consequences and challenges

• Taking control versus providing support
• Understanding individual stylistic preferences in consulting relationships
• Adjusting your style to fit the situation
• Accountability and responsibility

A. Anticipate problems

• Underlying assumptions about problems being addressed
• Unanticipated changes in the environment
• Current and future processes
• Coordination and communication
• Unanticipated impact

• Clarifying the decision
• Identifying the right questions to ask
• Identifying/selecting sources of information
• Collecting/analyzing the information
• Making a decision and following-up the decision

• Importance of a trusting relationship
• Recognition of client’s need for respect and control
• Focus on mutual goals and emphasis on the future
• Assuming the client’s perspective

A. Solicit feedback

• Importance of customer feedback
• Overcoming barriers to soliciting feedback
• Obtaining and providing honest feedback
• Accepting compliments and criticism

• Keeping the client relationship at the forefront
• Continuous assessment at each phase of the relationship

• Recognition and Celebration