Welcome to ADLT 610: Class Session 3

Agenda• Questions, discussion to

this point

• Process consulting discussion

• Active Inquiry

• Locating your consultation site

Questions to Ponder

Question to Ponder Block recommends surfacing client

concerns about exposure and loss of control early in the contracting process. (p. 41)

What are the risks of asking your clients if they have enough control or if they feel vulnerable in entering into an agreement with you?

What are the risks of NOT doing this?

Question to Ponder Block also talks about dealing with difficult

issues early and publically when it comes to decisions to take action in the “engagement and implementation” phases of a consulting project. (p. 44)

Is this something that you anticipate will be difficult to do? Why or why not?

What is the risk of not having open discussions about client concerns?

Thoughts about the initial client meeting…

• Explore the consulting project as an opportunity to help with a problem or create new possibilities

• Listen carefully and ask questions for clarification – but be careful not to cause defensiveness.

• Move the client from “what’s wrong” or “what’s possible” to “what would you like to see as a result?”

• Explore readiness for change.

Thoughts about the initial client meeting (cont.)• Explore potential for working together.• Convey information about how you

plan to work together.• Build trust and confidence.• Learn about the organization from

their perspective. (You should have already researched the company before 1st meeting.)

(Lippitts; Rothwell, et al.)

Questions Clients Ask• What are the deliverables? What will the

final product look like?• What are the critical milestones? How will

progress be monitored?• How much of my time will this take?• How will we kick-off of this project?• What do you need from me? • How often can I expect to hear from you?

Questions Clients Ask• Whom do I contact if there are problems,

concerns? • How will we communicate?• Can you help me communicate with my boss

about this project?• How many employees will need to be

involved?• How will you evaluate the success of this

project?(Beich)

Authenticity

How will you know if you are being authentic with a client?

What does authenticity look like?

Two Elements to Consult Flawlessly

The Psychodynamics of

the Helping Relationship

Possible Reactions of Client

to Being Helped • Resentment, defensiveness• Relief• Dependency, subordination• Transference

Reactions of Consultant to Client

• Use of power and authority• Accept, overreact to client’s

dependence on you• Meet defensiveness with more

pressure, rational discussion• Resist entering the relationship,

esp. when it means giving up the “One Up” position.

• Counter transference

The Purposes of Active Inquiry

Engage in Active Inquiry to Keep the Client in the “Driver’s Seat”

• Use active inquiry• Remember the psychological dynamics

involved in helping• Distinguish between three levels of inquiry:

– Pure inquiry concentrates on the client’s telling of her story

– Exploratory diagnostic inquiry brings in the client’s feelings, reactions, and reasons in response to the consultant’s questions about how, what, and why

– Confrontative inquiry engages the client in considering the consultant’s ideas about how, what, and why

Schein’s Basic Principles 1-6

1. Always try to be helpful2. Always stay in touch with current

reality3. Access your ignorance4. Everything you do is an intervention5. It is the client who owns the

problem and the solution

Schein’s Basic Principles 6-10

6. Go with the flow.7. Timing is crucial. 8. Be constructively opportunistic with

confrontive interventions.9. Everything is data: Errors will

always occur and are the prime source for learning.

10.When in doubt, share the problem.

Additional ReferencesBeich, E. (1999). The business of

consulting: The basics and beyond. San Francisco: Jossey-Bass.

Rothwell, W.J., Sullivan, R., & McLean, G.N. (1995). Practicing organization development: A guide for consultants. San Francisco: Jossey-Bass.