Six Stages - Consulting Framework

It is extremely tempting in any consulting project to jump straight to "sorting out the problem" and tackling what appear to be the major issues. Doing so usually results in pain later. The six stages of our consulting framework ensure that critical issues are addressed at the appropriate time.

Managing a successful consulting project is like constructing a tall building - things need to be done in a particular order. If you fail clarify client objectives at the beginning, it is the equivalent of starting to build with the wrong plans. Similarly:

• building trust is an essential step prior to requesting support or information
• acquiring an holistic perspective will avoid hasty solutions based on insufficient data
• winning hearts and minds before attempting implementation may be the difference between success and failure.

In a construction project, we are dealing with tangible elements - it is clear that we cannot start on the electrical wiring for the fourth floor until the foundations have been completed. The intangible nature of consultancy means that sequencing is not so obvious or constrained. It is also human nature to have "intuitive" thoughts about the solution before we have even heard the whole problem. Or to forget that the beauty of our irresistible logic may be lost on the people whose daily lives will be affected by our recommendations.

Our six stage framework addresses the technical and, often overlooked, human critical success factors. Please click here for a diagrammatic overview.

A number of principles recur throughout all our modules and this module in particular:

• it is as important to look after feelings as define the correct rational solution; most difficulties in consulting stem from paying too little attention to how people feel - including yourself as the internal consultant
• avoid surprises - communicate often, even when there is nothing new to add
• be explicit - don't take things for granted or assume knowledge, commitement, ability, resources etc
• a person's perception is their reality
• trust and credibility are the foundations - and need to be developed proactively

This module focuses on the consulting process through the six-stage framework. The successful implementation of this approach depends on the consultant having the skills covered in the other modules. Our programmes combine the framework with these supporting skills and perspectives.

Module overview

• Contracting
• first impressions - establishing trust and credibility
  
  • understanding triangles and rectangles
  • understanding the problem and client wants
  • negotiating the agreement:
  • objectives and deliverables
  • resources, timescales, boundaries, support, reporting etc
• Analysis & Diagnosis
  • sources of data
  • interviews - structure and approach
  • handling negative reactions to data gathering
  • avoiding bias
• Leadership & Management
  • resistance - understanding and minimizing
    • rational (substantive or methodological)
    • emotional
  • influencing approaches
  • the framework is a tool not a straitjacket - iterative nature of consulting process
  • importance of communication throughout
    • communication methods
    • briefing format
    • inquisitive and empathic advocacy
• Recommendations & Feedback
  • structure for feedback meetings
  • framing the message
• Implementation
  • re-contracting
  • engagement meetings
  • handling risk
  • accountability and resources
• Evaluation
• reporting
• building a basis for future contracting