Manu Malhotra_BLP036_Consultingskills_Session3&4

A nice case study simulation in which few of us stepped into the shoes of consultants while other four played clients helped me understand what exactly Contract Meeting is and what should one look up to? I understood that in the contract meeting it is all about understanding the problem thoroughly by

1.        Asking probing questions,

2.       Showing genuine appreciation

3.       Striving for a WIN-WIN

4.       Demonstrating commitments

5.       And Presenting recent credentials

I also learnt how to build rapport when interacting with the client for the first time. One must do a thorough study regarding the professional journey and major achievements of the client you are going to meet. I forgot my MBTI which I should not have so again I learnt what all things should always be with you.  A lot of tables made mistake of providing solutions to the problems right in the contract meeting. The flow diagram explained how one should start from Personal acknowledgement. Commitment and understanding of problem is of utmost importance which takes you to the next step of exploring and bringing clarity about the client wants and offers. Once this is done it might lead you to agreement or else you might be stuck! When stuck think reassess and design new wants and offers. Role reversal comes really handy in situations where you are stuck big time! Hopefully this leads to agreement followed by inquiry regarding concerns about control and commitment.  Probing questions such as - What will make us win your trust? And what has been your best experience with a consultant?, really help a great deal.

Moreover, I also learnt that many a times client himself/herself knows symptoms but does not know the actual problem. In our class we briefly touched upon Kano’s model also. I understood that it is as important to understand the unspoken needs as it is to understand spoken needs. Moving on Anil sir revealed the 5 most important questions for a consultant.

1.       What are we trying to do?

2.       How will we know that we are successful?

3.       What could go wrong?

4.       What counter measures, do we take responsibility for with respect to 3 question?

5.       Who, how often, when and where is the review process?

We delved deeper into the questions which are the actual issues like-Do you really care about your client?, Do you understand the complexity of your client’s situation?, Can you see things through your client’s eyes? What is the problem you are going to work on? Does your client expect magic? How much control does your client want? Do you feel entitled to express your own wants? Are we really in agreement or just acting that way?

Finding answers to these questions by digging out the goal behind them and action to support them gave me a good understanding from ‘personal acknowledgement’, ‘communicating understanding of the problem’, ‘clients wants and offers’, ‘consultant wants and offers’ to’ giving support’.

Also, when a consultant starts praising a client it has to be done carefully so that it does not seem as if you are doing it for the sake of pleasing!

Most important – beware of the magi expectations! Be realistic and practical