企业管理谘询技巧.ppt

1,ManagementConsultingSkills企業管理諮詢技巧,Prof.DavidMui,2,Objectives課程目標,Bytheendoftheprogram,youwillbeableto:在完成本課程時,你應能Usesystematicconsultingprocessesinperformingyourroleasaconsultant.運用系統化的管理諮詢程序Buildclientcredibilityandmaintainstrongclientrelationshipsthroughouttheconsultingprocess.在客戶心中建立聲譽及良好的關係,3,Overview,Fundamentalsofconsulting管理諮詢的基本概念PeterBlocksmodel彼得模式Keyprinciplesinconsultingflawlessly顧問的主要原則,4,Consultant顧問/諮詢師,AProfessionalPerson.一個專業人士Inapositiontohavesomeinfluence有影響力Withnodirectpowertomakechanges引發改革而沒有直接管理權,5,Clients客戶,IndividualsorGroups.個人或組織Withauthoritytoimplementyourrecommendations有權去執行建議Whomyouwanttoinfluence,withoutexercisingdirectcontrol被你所影響的對象的其中沒有從屬關係的,6,Problem難題,Thedifferencebetweenwhat“is”andwhat“shouldbe”應該跟現在的分別The“gap”統稱斷層,7,AnIntervention,Thegoalorendproductofaconsultingactivity諮詢過程所帶出來的結果,8,ThreeKindsofConsultingSkills三種技巧,Technicalskills技術Interpersonalskills人際關係Consultingskills諮詢,9,ConsultantRoles顧問的角色,Expert專家,10,ConsultantRoles顧問的角色,Collaborative協作,11,ConsultingProcess,Entry/Contracting進入及建立合約ProblemIdentification/Analysis確認及分析問題GoalSettingandPlanning設定目標Implementation執行EvaluationandFeedback評估及回饋Extension,Recycle,orTermination再進展，或完結Post-evaluation跟進,12,Seven-StepProblem-SolvingModel解決難題模式,13,FlawlessConsulting,Partneringwithclients成為客戶的伙伴Developingcommitmentforchange建立革新的委身Actingauthentically真誠行動Trustingyourselfandyourexperience自信,14,SourcesofConsultingProjects,Theclient客戶A“thirdparty”第三者引介Theconsultant顧客開發,15,Entry/ContractingSteps,InitialContact初步接觸Exploration開發內容Contracting訂定合約,16,ExplorationMeeting:Goals機會開發會議：目的,Collaborativeconsultingrelationship建立可合作關係Clearerimageof:澄清：theproblem難題howyoucanhelp處理方法therequirements資源,17,ExplorationMeeting:Process機會開發會議：流程,Begin/enhancetherelationship強化Demonstrateeagernesstohelp願意幫助Expresspositivefeelings表達正面感覺Scopetheproject項目範圍Getclientsview客戶的看法Askwhatshappenedsofar過去的發展Helpclarifydesiredfuturestate了解將來的成果,18,ExplorationMeetingProcess(continued),Explorethehelpneeded發掘諮詢空間Getclientsview建議SuggesthowyoucanhelpIdentifyparameters找出Identifyconstraints,resources限制及資源Identifydecisionmaker(s)有權決定者,19,ExplorationMeetingProcess(continued),Agreeonnextsteps同意下一步Whatyouwilldo你會作的Whattheclientwilldo客戶會作的Setdateforcontractreview時間,20,ContractingGoals,Collaborativeconsultingrelationship協作的關係Agreementon:協議內容Theprojectgoals(目的)Theprojectapproach(方法)Theexpectationsofeachparty(期望),21,ContractElements,Background背景Projectgoals項目目標Suggestedapproach方案,Schedule時間表Roles角色Evaluation評估Nextsteps將來的執行,22,DataCollection資料收集,One-to-oneinterviewing一對一的面談Focusgroups專注小組Questionnaires問卷Dataanalysis資料分折(ReadingSecondarydata)Observation觀察,23,DataCollection:Methods資料收集：方法,Interviews訪問Questionnaires問卷Observation觀察,24,Preparation預備工作,Theinterviewer訪問者Theinterviewee被訪者Theenvironment環境,25,InterviewingSkills訪問技巧,Establishingandmaintainingrapport建立信任Questioningefficiently有效發問Listeningandobserving聆聽及觀察Takingnotesandpreparingsummaries筆錄及總結,26,FocusGroup:Characteristics專注小組：組織,Lasts12hours一至兩小時Consistsof812peoplewho:每組812人Haveparticularknowledge/experiencewiththetopic,or成員對所討論的課題有一定的認識Sharecommoncharacteristics有相近的背景Conductedbyafacilitator引導者去帶領討論,27,FocusGroup:Steps專注小組：運作,Discussthefocusgroupwiththeclient跟客戶商討Clarifylogistics運行細節Selectparticipants選擇成員Clarifytheclientsrole訂立客戶角色Discussfeedbackwithparticipants討論結果,28,FocusGroup:Steps(continued),Draftafocusgroupguide寫下運行指引Anintroductorysection引言介紹Thequestions問題Aclosingsection小結Reviewtheguidewiththeclientandmakemodifications,asneeded跟客戶先溝通才訂出最後版本,29,GroundRules規則,Allpointsofviewareencouragedandaccepted所有的看法均被鼓勵及接受SilenceisOK靜默是可接受Onepersonspeaksatatime每次只有一人發言Disagreementisok,butnopersonalattacks可以反對別人的看法,但不可作出人身攻擊Confidentialitywillbemaintained保密,30,FacilitatorTasks引導者的工作,Conductintroductoryactivities介紹Introductions,purpose/objectivesofmeeting,groundrules目標及規則Facilitatediscussionoftheissues引導討論Followtheguide按規Encourageparticipation鼓勵發言Listen,elicitelaboration,gatekeep聆聽總結Limitownstatements客觀Testforconsensus尋找共識,31,FacilitatorTasks引導者的工作(continued),Summarizetheissues總結Closethemeeting閉會Thankparticipantsfortheircontributions多謝參予Explainwhatwillhappenwiththedata說明下一步Communicateclientsintentionsregardingfeedback解言客戶的想法,32,CreatingQuestionnaires問卷,Determinewhatyouneedtoknow要的資料Choosearesponseformat形式Writethequestions問題Prepareasummarysheet預備論點Pilottest/revisequestions測試Developintroduction介紹,33,Feedback回饋,Feedbackprinciples回饋原則Feedbackmeetings回饋會議,34,PossibleEffectsofFeedback,(UsedwiththepermissionofDavidNadler),35,ExpressionsofResistance反抗的表現,Denythedata否定資料Denyresponsibility否定責任,36,FeedbackCriteria回饋的條件,Isitrelevant?相關Isitunderstandable?理解Isitdescriptive?說明Isitlimited?有限制Isitimpactable?影響Isitcomparative?對比性Isitunfinalized?定點性,37,PresentingFeedbackData簡報,Presentpositivedatafirst先道出正面資料Orderyourfindings/recommendations排列結果及建議Highestpayoffsfirst高效率為先Quickfixes,thenlong-termsolutions快速成效次之，最後為長線的Limitthedata(有選擇性),38,Wheel,39,Change變革,Thenewexternalsituation新的外在場景,40,UnfreezingtheStatusQuo,DesiredState,StatusQuo,RestrainingForces,Time,41,Transition過渡,Theinternalpsychologicalprocesspeoplegothrough人要經過的心理過程,42,BridgesChangeModel碧斯的變革模式,離開舊有中立區從新開始,43,Endings離開舊有,Lettinggoofthepast放手Predominantemotionisfearlosingsomethingofvalue主要的反應是恐驚：因為失去Whathelpstwo-waycommunication,empathy,involvement幫助：雙向溝通了解，讓其參予,44,NeutralZone中立區,Tryingoutthechange嘗試PredominantemotionisconfusionWillitwork?WillIsucceed?情緒：迷網，可行嗎？Whathelpstwo-waycommunication,empathy,involvement幫助：雙向溝通了解，讓其參予,45,Beginnings從新開始,Commitmenttothechange委身於變革Positiveattitudesprevailthechangeisworkingout開始轉為正面積極WhathelpsReinforcementofefforts,celebrationsofsuccess幫助：強化，鼓勵,46,47,TypesofEvaluations評估,Processevaluations過程Resultsevaluations結果,