September 5, 2012
Any consultant wanting to hone his or her skills should read this recent article by Bernard Ross and Sudeshna Mukherjee in The Chronicle of Philanthropy.
Here are the ten points they list: (For a detailed explanation, read the article!)
Following this list, I’ve added eight more that I believe are at least as important.
* Have self-confidence and be as adept at delivering bad news as good.
* Have a good understanding of the business and of themselves.
* Have transferable skills.
* Have the ability to simplify and explain a problem.
* Have more than one solution to a problem.
* Be a good listener.
* Be a team player.
* Be able to market.
* Gain client trust.
* Remember who’s the star.
And while I agree strongly with all of these, there are more traits that I believe are equally important:
* Be comfortable telling the truth. Clients may just want to hear positive words, expressions of praise. A great consultant is willing to say what needs to be said.
* Be tactful and affirming. Truthtelling doesn’t need to be negative and abrasive. A great consultant can phrase criticism as helpful suggestions, and can lead the client toward constructive action.
* Know how to ask great questions. Great consultants ask great questions. It’s through such questions that we learn what’s really going on, what the client thinks is going on, and what different groups within the client organization think is going on.
* Be willing to play together. You can learn only so much sitting at the conference table. Spending some quality time with the client outside of the office environment is important as well. A great consultant can engage the client in different venues, and, by so doing, learn much ore about motivations, hopes, fears, etc.
* Have lots of integrity. Confidences need to be respected. Promises need to be kept. A great consultant only makes promises that he or she can and will keep.
* Admit mistakes. Great consultants aren’t always right. What’s important is that they take responsibility for the advice they offer, and are willing to acknowledge when it proves to be “off” in any way.
* Love simplicity. Even when Business and organization problems seem quite complex, some simple models will help clients understand. A great consultant and report and prescribe in very simple terms, but will still be ready to address the added complexity that may be part of a full understanding.
* Enjoy the work. Great consultants have fun. Working with clients can be like playing in a sandbox, and helping clients solve their own problems can be like building those sand castles most of used used to create as children. Clients will catch on — that it’s fund to learn, to develop new understanding, to think up new possible solutions, to test ideas, and to work together in a collaborative environment.
January 5, 2011
I’ve often been asked for advice on making the transition from practitioner to consultant. Here are a few of the points that I emphasize:
- You don’t have to have answers, and certainly don’t have to have them right up front!
- Ask insightful questions, listen, listen more. Let the clients voice what they need, the visions they carry, the kinds of support that will help them make needed changes. More change will happen when they name it themselves. And when the client’s management sees that real change follows your visits, you’ll be a hero.
- You may have lots of information, see things very quickly, and could impress people by coming in swinging. In the long run, this works against you.
- It’s fine not to know things! Tell the truth, and say, “I don’t know” . . . but will find out, or lead your client to other resources. Little lies fester, and always come back against you.
- Not all money is green! If you’ve serious questions about the integrity of an organization, about how they treat customers or behave in the markeplace — stay away.
- Choose clients with whom who can succeed. If you don’t believe your candid advice is really wanted, or expect that they are not ready to change in any significant way, it not a profitable engagement.
- Define the evaluation criteria at the start of each engagement, so that you and the client can periodically assess your real progress.
April 26, 2010
I’ve identified six critical skills, that serve me well in my coaching and consulting. In fact, I think these may be all the skills that I need.
But check me on this. Comment on this blog with what you think might be missing or wrong.
1. Listening (and looking, and listening)
Listening is an active process. It’s not summarily waiting until the other speaker is done, so that you can respond! At best, it includes offering some feedback, that allows you to test whether you’ve understood. And the other modes — looking and listening — are just as active. As a photographer, I have to constantly ask myself, “What’s visually interesting her”, and, “What am I seeking?”
2. Asking great questions
Lots of questions come from a wrong place — trying to show off, or make the speaker wrong, or some such. Great questions illuminate, open up a deeper dialog, expose important issues. They may also show some bias or committment, but they are not argumentative debating points.
3. Giving and receiving feedback
The most helpful feedback is offered with understanding and compassion. It may be as simple as, “I see you doing this, and wonder why you feel you need to?”. Feedback to you is best received as helpful advice — not as criticism. It’s coaching, editing, insight that can refine, sharpen, augment.
4. Design thinking
A good design is an economical, functional, beautiful solution to a well-understood problem. It may be an elegant bridge that supports many cars, or a simple tool to cleanly cut pieces of pie. A design may be a process, an interaction, or may be embodied in an object. Design thinking is focused on creating such full solutions, rather than makeshift steps that appear to solve an immediate problem.
5. Feeling and showing empathy and respect
Conflict can be constructive, if we see those who differ from us as helpful messengers of new points of view. Even if those points of view seem to us completely wrong, perhaps even counter to our core values, an empathetic and respectful relationship leads us to seek understanding, welcome deep sharing.
6. Integrity, including being able to say “I don’t know”
Truth telling is becoming increasingly rare these days, but it still matters. And one of the most important truths — especially in business situations, is that we don’t know the answer. Why not just say so?
January 28, 2010
An important lesson for any professional to learn is that not all money is green. There are some clients you just don’t want as clients, and the sooner you learn to turn them away the better. Some lack integrity, others don’t really want advice, guidance, or collaboration. Others don’t know how to work respectfully with professionals.
Yes, the sooner you move away from them (even if at some cost), and cast you lot with great clients, the more you’ll prosper and enjoy life.