企业管理咨询技巧课件

ManagementConsultingSkills

企業管理諮詢技巧Prof.DavidMui1ManagementConsultingSkills

企

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2

Objectives課程目標BytheendofOverviewFundamentalsofconsulting 管理諮詢的基本概念PeterBlock’smodel 彼得模式Keyprinciplesinconsultingflawlessly 顧問的主要原則3OverviewFundamentalsofconsulConsultant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4Consultant顧問/諮詢師AProfessioClients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5Clients客戶IndividualsorGroupProblem難題Thedifferencebetweenwhat“is”andwhat“shouldbe”「應該」跟「現在」的分別The“gap”統稱「斷層」6Problem難題ThedifferencebetweAnInterventionThegoalorendproductofaconsultingactivity諮詢過程所帶出來的結果7AnIntervention7ThreeKindsofConsultingSkills

三種技巧Technicalskills 技術Interpersonalskills

人際關係Consultingskills 諮詢8ThreeKindsofConsultingSkilConsultantRoles顧問的角色 Expert 專家9ConsultantRoles顧問的角色9ConsultantRoles顧問的角色Collaborative協作10ConsultantRoles顧問的角色10ConsultingProcessEntry/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11ConsultingProcessEntry/ContraSeven-StepProblem-SolvingModel

解決難題模式12Seven-StepProblem-SolvingModFlawlessConsultingPartneringwithclients

成為客戶的伙伴Developingcommitmentforchange

建立革新的委身Actingauthentically

真誠行動Trustingyourselfandyourexperience 自信13FlawlessConsultingPartneringSourcesofConsultingProjectsTheclient

客戶A“thirdparty”

第三者引介Theconsultant 顧客開發14SourcesofConsultingProjectsEntry/ContractingSteps

InitialContact

初步接觸Exploration

開發內容Contracting訂定合約15Entry/ContractingSteps15ExplorationMeeting:Goals

機會開發會議：目的

Collaborativeconsulting relationship

建立可合作關係 Clearerimageof: 澄清：theproblem 難題howyoucanhelp 處理方法therequirements 資源

16ExplorationMeeting:Goals

機會開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Getclient’sview 客戶的看法Askwhat’shappenedsofar 過去的發展Helpclarifydesiredfuturestate 了解將來的成果17ExplorationMeeting:Process

機ExplorationMeetingProcess(continued)Explorethehelpneeded發掘諮詢空間Getclient’sview 建議SuggesthowyoucanhelpIdentifyparameters 找出Identifyconstraints,resources限制及資源Identifydecisionmaker(s) 有權決定者18ExplorationMeetingProcess(cExplorationMeetingProcess

(continued)Agreeonnextsteps 同意下一步Whatyouwilldo

你會作的Whattheclientwilldo

客戶會作的Setdateforcontractreview

時間19ExplorationMeetingProcess

(cContractingGoalsCollaborativeconsultingrelationship 協作的關係Agreementon: 協議內容Theprojectgoals(目的)Theprojectapproach(方法)Theexpectationsofeachparty(期望)20ContractingGoalsCollaborativeContractElementsBackground

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21ContractElementsBackgroundDataCollection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22DataCollection資料收集One-to-oneDataCollection:Methods

資料收集：方法Interviews

訪問Questionnaires

問卷Observation

觀察23DataCollection:Methods

資料收集：Preparation預備工作Theinterviewer

訪問者Theinterviewee

被訪者Theenvironment 環境24Preparation預備工作TheintervieweInterviewingSkills

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25InterviewingSkills

訪問技巧EstablFocusGroup:Characteristics

專注小組：組織Lasts1–2hours 一至兩小時Consistsof8–12peoplewho:每組8~12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26FocusGroup:Characteristics

專FocusGroup:Steps

專注小組：運作Discussthefocusgroupwiththeclient

跟客戶商討Clarifylogistics 運行細節Selectparticipants 選擇成員Clarifytheclient’srole 訂立客戶角色Discussfeedbackwithparticipants 討論結果27FocusGroup:Steps

專注小組：運作DiscFocusGroup: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28FocusGroup:Steps

(continued)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29GroundRules規則AllpointsofvFacilitatorTasks

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30FacilitatorTasks

引導者的工作ConducFacilitatorTasks引導者的工作

(continued)Summarizetheissues總結Closethemeeting閉會Thankparticipantsfortheircontributions

多謝參予Explainwhatwillhappenwiththedata

說明下一步Communicateclient’sintentionsregardingfeedback 解言客戶的想法31FacilitatorTasks引導者的工作

(contiCreatingQuestionnaires

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32CreatingQuestionnaires

問卷DeteFeedback回饋Feedbackprinciples

回饋原則Feedbackmeetings 回饋會議33Feedback回饋33PossibleEffectsofFeedback(UsedwiththepermissionofDavidNadler)34PossibleEffectsofFeedback34ExpressionsofResistance

反抗的表現

Denythedata否定資料Denyresponsibility否定責任35ExpressionsofResistance

反抗的表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36FeedbackCriteria

回饋的條件IsitrPresentingFeedbackData

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)

37PresentingFeedbackData

簡報PreWheel38Wheel38Change變革

Thenewexternalsituation 新的外在場景39Change變革39UnfreezingtheStatusQuoDesiredStateStatusQuoRestrainingForcesDrivingForcesTime40UnfreezingtheStatusQuoDesirTransition過渡Theinternalpsychologicalprocesspeoplegothrough人要經過的心理過程41Transition過渡TheinternalpsycBridges’ChangeModel

碧斯的變革模式離開舊有 中立區 從新開始 42Bridges’ChangeModel

碧斯的變革模式離Endings離開舊有Lettinggoofthepast放手Predominantemotionisfear—losingsomethingofvalue主要的反應是恐驚：因為失去Whathelps—two-waycommunication,empathy,involvement幫助：雙向溝通了解，讓其參予43Endings離開舊有LettinggooftheNeutralZone中立區Tryingoutthechange嘗試Predominantemotionisconfusion—Willitwork?WillIsucceed?情緒：迷網，可行嗎？Whathelps—two-waycommunication,empathy,involvement幫助：雙向溝通了解，讓其參予44NeutralZone中立區TryingouttheBeginnings從新開始Commitmenttothechange委身於變革Positiveattitudesprevail—thechangeisworkingout開始轉為正面積極Whathelps—Reinforcementofefforts,celebrationsofsuccess幫助：強化，鼓勵45Beginnings從新開始Commitmenttot4646TypesofEvaluations

評估Processevaluations

過程Resultsevaluations 結果47TypesofEvaluations

評估47EvaluationPlanning

評估的計劃Whatdowewanttoknow? 要知的是甚麼Whatshouldbemeasuredtodeterminewhatwewanttoknow? 如何去量度Whereshouldthedatacomefrom,andhowshoulditbecollected? 資料何來Whenshouldwemeasure? 時間Whatwillbedonewiththeresults? 如何去處理結果48EvaluationPlanning

評估的計劃WhatKirkpatrickModelResultsData

結果ReactionData 反應BehaviorData

行為LearningData

學習49KirkpatrickModelResultsData4ManagementConsultingSkills

企業管理諮詢技巧Prof.DavidMui50ManagementConsultingSkills

企

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51

Objectives課程目標BytheendofOverviewFundamentalsofconsulting 管理諮詢的基本概念PeterBlock’smodel 彼得模式Keyprinciplesinconsultingflawlessly 顧問的主要原則52OverviewFundamentalsofconsulConsultant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53Consultant顧問/諮詢師AProfessioClients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54Clients客戶IndividualsorGroupProblem難題Thedifferencebetweenwhat“is”andwhat“shouldbe”「應該」跟「現在」的分別The“gap”統稱「斷層」55Problem難題ThedifferencebetweAnInterventionThegoalorendproductofaconsultingactivity諮詢過程所帶出來的結果56AnIntervention7ThreeKindsofConsultingSkills

三種技巧Technicalskills 技術Interpersonalskills

人際關係Consultingskills 諮詢57ThreeKindsofConsultingSkilConsultantRoles顧問的角色 Expert 專家58ConsultantRoles顧問的角色9ConsultantRoles顧問的角色Collaborative協作59ConsultantRoles顧問的角色10ConsultingProcessEntry/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60ConsultingProcessEntry/ContraSeven-StepProblem-SolvingModel

解決難題模式61Seven-StepProblem-SolvingModFlawlessConsultingPartneringwithclients

成為客戶的伙伴Developingcommitmentforchange

建立革新的委身Actingauthentically

真誠行動Trustingyourselfandyourexperience 自信62FlawlessConsultingPartneringSourcesofConsultingProjectsTheclient

客戶A“thirdparty”

第三者引介Theconsultant 顧客開發63SourcesofConsultingProjectsEntry/ContractingSteps

InitialContact

初步接觸Exploration

開發內容Contracting訂定合約64Entry/ContractingSteps15ExplorationMeeting:Goals

機會開發會議：目的

Collaborativeconsulting relationship

建立可合作關係 Clearerimageof: 澄清：theproblem 難題howyoucanhelp 處理方法therequirements 資源

65ExplorationMeeting:Goals

機會開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Getclient’sview 客戶的看法Askwhat’shappenedsofar 過去的發展Helpclarifydesiredfuturestate 了解將來的成果66ExplorationMeeting:Process

機ExplorationMeetingProcess(continued)Explorethehelpneeded發掘諮詢空間Getclient’sview 建議SuggesthowyoucanhelpIdentifyparameters 找出Identifyconstraints,resources限制及資源Identifydecisionmaker(s) 有權決定者67ExplorationMeetingProcess(cExplorationMeetingProcess

(continued)Agreeonnextsteps 同意下一步Whatyouwilldo

你會作的Whattheclientwilldo

客戶會作的Setdateforcontractreview

時間68ExplorationMeetingProcess

(cContractingGoalsCollaborativeconsultingrelationship 協作的關係Agreementon: 協議內容Theprojectgoals(目的)Theprojectapproach(方法)Theexpectationsofeachparty(期望)69ContractingGoalsCollaborativeContractElementsBackground

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70ContractElementsBackgroundDataCollection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71DataCollection資料收集One-to-oneDataCollection:Methods

資料收集：方法Interviews

訪問Questionnaires

問卷Observation

觀察72DataCollection:Methods

資料收集：Preparation預備工作Theinterviewer

訪問者Theinterviewee

被訪者Theenvironment 環境73Preparation預備工作TheintervieweInterviewingSkills

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74InterviewingSkills

訪問技巧EstablFocusGroup:Characteristics

專注小組：組織Lasts1–2hours 一至兩小時Consistsof8–12peoplewho:每組8~12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75FocusGroup:Characteristics

專FocusGroup:Steps

專注小組：運作Discussthefocusgroupwiththeclient

跟客戶商討Clarifylogistics 運行細節Selectparticipants 選擇成員Clarifytheclient’srole 訂立客戶角色Discussfeedbackwithparticipants 討論結果76FocusGroup:Steps

專注小組：運作DiscFocusGroup: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77FocusGroup:Steps

(continued)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78GroundRules規則AllpointsofvFacilitatorTasks

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79FacilitatorTasks

引導者的工作ConducFacilitatorTasks引導者的工作

(continued)Summarizetheissues總結Closethemeeting閉會Thankparticipantsfortheircontributions

多謝參予Explainwhatwillhappenwiththedata

說明下一步Communicateclient’sintentionsregardingfeedback 解言客戶的想法80FacilitatorTasks引導者的工作

(contiCreatingQuestionnaires

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81CreatingQuestionnaires

問卷DeteFeedback回饋Feedbackprinciples

回饋原則Feedbackmeetings 回饋會議82Feedback回饋33PossibleEffectsofFeedback(UsedwiththepermissionofDavidNadler)83PossibleEffectsofFeedback34ExpressionsofResistance

反抗的表現

Denythedata否定資料Denyresponsibility否定責任84ExpressionsofResistance

反抗的表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85FeedbackCriteria

回饋的條件IsitrPresentingFeedbackData

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,then