某咨询有效沟通clientskills

1、某咨询有效沟通clientskills ObjectivesClient processOn-site at the clientsRelationship buildingKey takeawaysAgenda2CU79802T8W01- ObjectivesClient processOn-site at the clientsRelationship buildingKey takeawaysAgenda3CU79802T8W01- The idea that consulting depends solely on analytical expertise and on ability

2、 to present convincing reports is losing ground, partly because there are now more people within organizations with the required analytic techniques than in the boom years of strategy consulting.Increasingly, the best management consultants define their objective as not just recommending solutions b

3、ut also helping institutionalize more effective management processes.”Arthur N. TurnerProfessor, HBSObjective4CU79802T8W01-.ppt PartnershipCommon objectiveRight issues addressedSignificant value implemented (conceivable vs. achievable)Leadership to sustainBainclientSystems integratedClient capabilit

4、y enhancementValue and cost calculatedThe Bain vision of the most productive client relationship and single-minded dedication to achieving it with our client:Bain Vision5CU79802T8W01-.ppt ObjectivesClient processOn-site at the clientsRelationship buildingKey takeawaysAgenda6CU79802T8W01- The basic o

5、bjective of the client process is to structure, schedule, and staff a series of interactions so that:Bain continually builds credibilityThe client moves toward action or actsPersonal relationships can be builtClient Process Objectives7CU79802T8W01-.ppt Major/senior client presentationsPre-wiresData

6、gatheringAnalysis updates/check-insThe typical client process on a Bain strategy case will cycle through four types of meetings/interactions.A Typical Strategy Case8CU79802T8W01-.ppt New Bainies often handle data-gathering interactions independently.Obtain the required data in the required timedisco

7、ver the best datamotivate the client to provide the data quicklyGenerate credibility for BainBuild a positive, productive working relationship with the clientKnow the data that the client has already provided to Bain or is publicly availablePosition Bain, the project, and the request appropriatelyAs

8、k the right questions and follow-upBe prepared to demonstrate empathyObjectivesBasic success requirementsData-Gathering Interactions9CU79802T8W01-.ppt Know the existing dataSearch caseteam files for useful dataPhonemail caseteam inquiring about useful data previously acquired from clientCheck non-cl

9、ient/public sourcesWho is Bain & Company?What is the project and its objectives?Who at the client is sponsoring the project?Why should the client cooperate?How does this project and analysis fit in with other Bain work for the client?How will the data be used?Who will see the data and the resulting

10、analysis?Where does this fit in with the clients other priorities?Why is this so important/ urgent?How is this different from work the client may have already done?Position effectivelyData Gathering Prep List (1 of 2)10CU79802T8W01-.ppt Have the questionsand follow-upPrepare todemonstrate empathyWha

11、t are the potential sources of the data?How accurate is the data?How far back is this data kept?Is there any other data (other systems) which might help?How difficult would it be to create specialized reports?When can I receive the data?Contact other Bainies who have worked with this particular clie

12、nt/personunderstand sensitivities she may have to the requestTake a minute to “put yourself in her shoes” mentallyAsk questions about her career historyhow long in the job?how long in the organization?what other jobs?what other parts of the company?what other companies?Data Gathering Prep List (2 of

13、 2)11CU79802T8W01-.pptSource: Clients Time DiaryThe time/attention imbalance between clients and “Bainies” illustrates the need for empathy.Day-to-day operationsCustomer needs/demandsYearly budgets, quarterly resultsPersonnel issuesOwn career managementPersonal issuesEmpathy: Time/Attention Imbalanc

14、e12CU79802T8W01-.ppt Major/senior client presentationsPre-wiresData gatheringAnalysis updates/check-insAfter data gathering, later-stage meetings will generally be led by more experienced Bain personnel.Later-Stage Meetings (1 of 2)13CU79802T8W01-.ppt The roleLogisticsClarify your role before the me

15、etingknow how much you should talkknow the issues you should talk aboutPrepare silent communication to gain “entry” into meeting discussion if necessaryHave all of the possibly-needed back-up organized and at-handBring more than enough copies of the presentation (including acetates) avoid using the

16、clients copierBring all supplies that might be useful in the meetingblank acetatespaperacetate penspenscalculatorArrive early!Know the meeting location, directions, and all contact numbers of the participantsThe new “Bainie” typically has two assignments/responsibilities in after-stage meetings: ful

17、filling a particular role and ensuringthat all logistical needs are met.Later-Stage Meetings (2 of 2)14CU79802T8W01-.ppt ObjectivesClient processOn-site at the clientsRelationship buildingKey takeawaysAgenda15CU79802T8W01-The difficulty of executing basic dos and donts can be much greater, because.Y

18、ou are “on-stage” 100% of the time, and as a resultYou must “be Bain” every minute, andYou must demonstrate exemplary managerial/leadership behaviorThe basic dos and donts of working full-time at the client site are no different from any other situation. However.On-Site at the ClientCU30038bDevelop

19、personal relationships with client individualstake them outget to know them personallyBuild one truly integrated client/Bain teamBalance all of the demands/factors necessary to create joint outputBain-standard analysiscoachingpersuasion and conflict managementSet an examplework harddemonstrate leade

20、rshipFind creative ways to get the privacy and little personal freedoms that you might needDo:While the basic dos and donts are no different, it is useful to keep the in mind.On-site at the Client: DosCU30038bDont:Forget that you are still “serving” the clientLower standards of discretion, security,

21、 or confidentialitylifestyle issuesphone callspersonal opinionsExpect client individuals to fit into Bain culture, norms, expectationsRelent on your time management and workplanning practicesNeglect the need to pull together Bainies for Bain-only social timeWhile the basic dos and donts are no diffe

22、rent, it is useful to keep in mind.On-site at the Client: DontsCU30038b ObjectivesClient processOn-site at the clientsRelationship buildingKey takeawaysAgenda19CU79802T8W01-Source: Manger/VP SurveyWhat was the best advice you received at Bain on client relationships?“Stay close to your clients. Dont

23、 monopolize their time, but be there so you can learn about their world.”“Read Dale Carnegies book, How to Win Friends and Influence People.”“Put yourself in the clients shoes.”“To be successful requires engaging a client individual on three levels. You must be (1) emotional, (2) logical, (3) credib

24、le.”“Challenge yourself to understand what clients really want and fear about Bain.”“Pick someone with good client skills and learn to model his or her behavior.”Relationship Building: Manager/VP Survey20CU79802T8W01-.ppt Source: Manager/VP Survey“Built client ownership in the work.”“Put herself in

25、the clients shoes and understood his/her operating environment and how Bain fit in.”“Paid close attention to what the client really wanted and needed.”“Developed and implemented a customized strategy for each client individual based on the clients style, strengths and weaknesses, fears and aspiratio

26、ns, and the context of the work.”“Prepared thorough and clear objectives for every client interaction.”“Listened well to client concerns.”“Listened.”The most effective consultant at client relationships that Ive worked with at Bain always.Most Effective Consultants21CU79802T8W01-.pptSource: Manager/

27、VP Survey“Ignored the importance of process issues.”“Mishandled clients by failing to pre-wire, going over their heads, or over-promising what we could do.”“Overvalued the strength and power of his analysis with clients. Thought the work was complete when the analysis was complete and that being goo

28、d at analysis meant being good with clients.”“Felt that clients were necessary evils that otherwise inhibit decisive action and quick implementation by more talented Bainies.”“Thought we were more important than anything else on the clients mind.”The least effective consultant at client relationship

29、s that Ive worked with at Bain alwaysLeast Effective Consultants22CU79802T8W01-.ppt The following are general guidelines. Always check with your officer and manager to learn case-specific guidelines for client interaction.Do:Be well-prepared for client interactions (purpose, process, politics, and p

30、ersonalities)Be professional at all timesdress, speech, body language, behavior, etc.Discuss vs. tell, then check understandingBe perceptive, put yourself in the clients shoes and thoroughly understand his/her outlookCultivate a sense of mutual respect. Take interest in the client as an individual a

31、nd make him/her feel importantReadily acknowledge respect for clients experience and expertiseRespect every clients right to confidentialityBe friendly and courteous to all members of the client organizationShow appreciation for any client assistanceBe sensitive to undercurrents in meetings and be a

32、lert for “cues” from other Bain peopleDos and Donts” (1 of 3)23CU79802T8W01-.ppt Do:When you have something to say be thoughtful, clear, and focused. When you have nothing to add, be silent, listen, and observe carefullySpeak to the client in language he/she understands and feels comfortable with. A

33、void “Bainese” or inappropriate languageUse “we” to emphasize commitment and team spirit to clientsRefer issues you are not an authority on to senior Bain personnelManage casual conversation and anticipate/steer clear of sensitive issueskeep discussion focused on work being doneLook for opportunitie

34、s to help client and other Bain people (“notes, notes, notes”)Develop an area of expertise and become indispensable. Let your work prove your competenceBe yourselfdevelop your own styleSeek out/be sensitive to feedback on client skillsUse common sense and your own good judgmentDos and Donts” (2 of 3

35、)24CU79802T8W01-.ppt Discuss personal life topics which might increase distance between you and the clientCriticize the client organization or client individualsBe afraid to be silent or to say “I dont know”LieDiscuss Bain client (including confirming clients mentioned in published articles)Cite the

36、 CEO as our clientDont:“Dos and Donts” (3 of 3)25CU79802T8W01-.ppt Answers are situationalBain history with clientclients personality/positionspecific circumstances when question is askedwho else is with youyour experienceThere is no one right responsefind answers you feel comfortable withClients re

37、asons for asking these kinds of questions will differ dont automatically become defensiveAvoid talking your way into a difficult situationDont lieThink in advance what your answer to each tentative question will beSome observations about for handling sensitive questions.Handling Sensitive Questions2

38、6CU79802T8W01-.ppt Where did you go to business school?“I went to X college, where I majored in Y. I was hired by Bain out of college as an associate consultant on the caseteam. Initially, Ill be helping gather the data well need for our analysis.”“I dont have a business degree, but I worked in the

39、X industry.”How long have you been with Bain?“Im in my first year.”Who are you working for besides my company?“Each Bain consultant works on two client caseteams at a time. However, Bain maintains the confidentiality of its clients, so I cant tell you who else Im working for. I can tell you that my

40、other client is in a very different industry and presents no conflict of interest.”How old are you?factual answerSensitive Questions and Possible Answers (1 of 4)27CU79802T8W01-.pptNote: If you have any experience,say soHow is Bain & Company different from other consulting firms?“Bain is different i

41、n that our final product is not a written report. We work as a team with our clients at each stage of the analysis and right through implementation.”Whats your experience in my industry?“At Bain, we work with clients in a variety of industries, and the experience we bring is in analyzing business is

42、sues, which we can work with you to apply.”“You bring the industry experience to the team. There is no way we can match your 10 years. We bring the strategic perspective and the analytical fire power. As a team, we can help improve your companys performance.”Sensitive Questions and Possible Answers

43、(2 of 4)28CU79802T8W01-.ppt What do consultants do exactly?“The goal of Bain work is to improve financial performance. We may work at the division or the corporate level to improve competitive positioning, forecast market growth, target market segments, reduce costs or plan financial strategy. Bain

44、is different from other consulting firms in that Consultants manage data-driven analysis focused on beating your competitors. The result is permanent improvement to your companys financial position.”Where did you go to school?factual answerWhats your background?factual answer, but consider how threa

45、tening this may be to your audience. Try to position facts in a way that will be most sensitive to why you were asked the questionSensitive Questions and Possible Answers (3 of 4)29CU79802T8W01-.ppt What can you do for us that we cant do for ourselves?“On some business issues, which company is likely to deal with only occasionally, we bring conceptual expertise we have gained from analyzing many similar situations. An