Powerful tools to enable you analyze,
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in pursuit of profitable, loyal customers

Building Consultative Relationships

A systematic framework for building and
maintaining effective, client-focused relationships

Led by
Steven Lesser
Highly Experienced & Highly Rated Project Management Expert
Conducted Project Management Programs in the USA,
Australia, New Zealand and Throughout South East Asia

98% of participants rated the overall quality of the workshop as either “excellent” or “outstanding”
100% of participants stated that they would recommend this program to others in their organization!
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Course Content
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  • W H Y  A T T E N D

    Client Focus — Building Effective Consulting Relationships empowers individuals who provide support or service to internal or external clients with the communication and consulting skills they need to work successfully. 

    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.
    Instructional Approach

    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.

    W H O  S H O U L D  A T T E N D

    Because the work tools have been designed to be sensitive to culturally diverse environments, the course has been successfully used with international audiences:
    • 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.
    Team attendance highly recommended
    This is to facilitate successful implementation of the theory learned and establish a common framework to practice in real-life environment. The interactive and highly participative nature of the course and the application of specific tools and skills to participants’ jobs enhance skill transfer and allow participants to learn from one another.

    Certificate of Participation will be awarded.

    • 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.
    R A F F L E   D R A W !

    All registered participants will be eligible for a special
    on-site draw to win an absolutely FREE PowerTools on CD-Rom
    Immediate FREE ACCESS
    to 3 of the 40 available PowerTools, visit: InfoWorksTools.com

    P R O G R A M   C O N T E N T

    Case Study Approach is used throughout the program. Each phase of the Client Focus process is applied to the case in class discussion and team exercises.

    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
    B. Learn about the customer
    • Importance of understanding the business person
    • A client’s need for respect
    • A client’s need for control
    C. Understand your value
    • Understanding your value to the client
    • Identifying opportunities for growth
    • Sharing information about yourself with the client
    D. Enter into a partnership
    • 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
    B. Understand your own perspective
    • 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
    C. Identify common ground
    • 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
    B. Facilitate planning
    • 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
    C. Clarify roles and responsibilities
    • 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
    B. Support client decisions
    • 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
    C. Provide constructive feedback
    • 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
    B. Plan next steps
    • Keeping the client relationship at the forefront
    • Continuous assessment at each phase of the relationship
    C. Recognize accomplishments
    • Recognition and Celebration
    R E G I S T R A T I O N   D E T A I L S
    Also find out more about these HIGHLY RECOMMENDED programs:
    INSIGHT: Problem Solving Workshop
    Presentation Skills
    High Performance Branch-Based Marketing  Back by Popular Demand!
    June 26-27, 2001
    9.00am - 5.00pm
    Century Hotel, Kuala Lumpur
    (along Jalan Bukit Bintang)
    Web Registration Form
    Early Bird
    RM1,280.00 per person, inclusive of course materials, lunches, refreshments
    Take RM200 OFF the fee - pay before May 24, 2001
    Take another 10% OFF for 3 or more from the same organisation
    FREE Subscription to The Economy Commentary
    Reservation can be made by telephone, telefax or by e-mail.  Registration is confirmed on receipt of registration form and payment must be cleared before program date.  If unable to do so due to government policy or company procedure, please advise late payment in writing.
    Cancellations are valid only in writing. Full refunds applicable if written notice is received at least 2 weeks before each program. A 25% cancellation fee will be levied for cancellations received less than 2 weeks before the program. No refunds after commencement of seminar. Substitutions are allowed.
    RAYMA is an Approved Training Provider with HRDC whereby approved training programs can qualify for 75% rebate of the fee. Please apply through your HR Department at least 30 days in advance of the program.
    A full refund to you if we do not deliver what we promised. 
    Just turn in your workbook at the end of the day!
    TO YOU!
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    Need to develop entire teams? All our public programs, based on best practices, can be developed in partnership with you to meet your organization's specific requirements. DETAILS
    Web Registration Form
    RAYMA Management Consultants (M'sia) Sdn Bhd
    2B Jalan SS24/13, Taman Megah, 47301 Petaling Jaya 
    Selangor Darul Ehsan, Malaysia 
    Tel: +60 3 7044 666 
    Fax: +60 3 7044 484 
    E-mail: seminars@rayma.com.my
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