consulting skills: the art and science of success

Consulting SkillsThe Art and Science

of SuccessMichelle Moore

Senior Director, Leadership & Business Solutions

© 2015 Global Knowledge Training LLC. All rights reserved. 2023-04-15

Today’s Customers

More complex needs and solutions

Increased focus on delivering

business value

Broader stakeholder

groups

Accelerated timelines


The Secret to Success – A Consultative Approach

• Applying your technical expertise and business acumen to the client’s business issue, opportunity or problem to recommend (and deliver) a solution that achieves defined business outcomes.

Consulting


Consulting Skills – A Science and an Art

Process

ToolsSkills &

Competencies


Agenda

The Consulting Process & Tools Skills and Competencies Required for SuccessLearning MoreQuestions and Answers

The Consulting Process & Tools


The Consulting Engagement Life Cycle


Step 1 – Engage the Client


Step 2 –Gather and Analyze Information


Step 3 – Present Findings and Recommendations


Step 4 – Plan and Implement Recommendations


Step 5 – Evaluate Results and Evolve Engagement


Step 1 – Engage the Client: Key Actions

1. Meet the client and establish an initial working relationship

2. Establish a preliminary understanding of client needs

3. Confirm preliminary understanding of the problem and the client’s viewpoint

4. Provide a written description of work to be done and approach

5. Gain client commitment to proceed


Examples of Step 1 Tools

Stakeholder Analysis Questioning StrategyWorksheet


Stakeholder Worksheet – Identify the Stakeholders

RecommenderDecision MakerApprover InfluencerTarget Group ImplementerSenior Management


And Uncover What is Important to Them – The Strategic Questioning Process


Step 1 – Current Situation

Current business situation:Goals and prioritiesStructureAll other as-is

conditions


Step 2 – Current Problems or Opportunities

Current business problems or opportunities

Quantify the problem or opportunity:How large?How often?Stakeholders?

Root cause?


Step 3 – Future Problems or Opportunities

Impact to business of not solving problems or capitalizing on opportunities


Step 4 – Future Options

Requirements for solution:SeekAvoid

Desired business results


Step 2 – Gather and Analyze Information: Key Actions

1. Collect and organize data to define the issue, opportunity or problem

2. Define success criteria

3. Identify alternative solutions

4. Select optimal solution against success criteria

5. Develop recommendation


Examples of Step 2 Tools

Data Collection Plan Worksheet

Alternative Solutions

Selecting Optimal Solution(s)


Source of Data

Sources of Data

Client Personnel

Client Records

Suppliers or

Customers

Outside Experts

Industry Data


Data Collection Methods

Direct Observation

Interviews

Secondary Data Review

Surveys and Questionnaires


Facilitation Techniques

Three main categories:Idea or data generationAnalysisPrioritisation


Nominal Group Technique (Idea Generation)

1. Decide on a topic

2. Explain the objective and process

3. Have participants silently write ideas on index cards or Post-It notes

4. Read out and categorise ideas

5. Repeat steps 3 & 4 if desired

6. Move to decision-making


Why 1

Why 2

Why 3

Why 4

Why 5

Root Cause Analysis – Five Whys

Issue/Opportunity/Problem:High Cost of Travel

Airfare too high

Many meetings

Many issues

Regulatory changes

Many jurisdictions

Unproductivemeetings

Lack of preparation

Insufficient lead time to prepare

Many attendees

Lack of delegation of

authority

Lack of trust

Cultural rift in acquired company

Many skills needed

Topics are complex

Issues span many geographic regions

Root Causes


Focus Group Multi-Voting (Prioritization)


Step 3 – Present Findings and Recommendations:Key Actions

1. Document your recommendations

2. Prepare to present to client

3. Present recommendations to client

4. Follow up

5. Gain acceptance of recommended solution


Example of a Step 3 Tool

Report Recommendation


Recognizing Client Objections or Concerns

Factor Definition

Verbal The words the client says

Para-Verbal How the client sounds

Non-Verbal What the client looks like


The Overcoming Concerns or Objections Model

Acknowledge

Probe

Discuss

Agree


The Overcoming Concerns or Objections Model – Acknowledge

Acknowledge

Probe

Discuss

Agree


The Overcoming Concerns or Objections Model – Probe

Acknowledge

Probe

Discuss

Agree


The Overcoming Concerns or Objections Model – Discuss

Acknowledge

Probe

Discuss

Agree


The Overcoming Concerns or Objections Model – Agree

Acknowledge

Probe

Discuss

Agree


Step 4 – Plan and Implement Recommendations: Key Actions

1. Identify factors that have an impact on implementation success

2. Transition responsibility to project manager

3. Ensure project plan is executed



Risk Analysis


The Technical Consultant and Risk Factors

Throughout the Consulting Engagement Life Cycle identify:Business riskOperational riskFinancial riskTechnology riskHuman resources riskCommunication riskOrganizational risk


Tool: Risk Factor Worksheet

Look at each risk and identify the likelihood and potential impact of each risk identified


Step 5 – Evaluate Results and Evolve Engagement: Key Actions

1. End the engagement

2. Evaluate engagement and incorporate lessons learned

3. Celebrate successes

4. Identify next steps



Engagement Closure Report


Completing the Picture

Data – Insight – Actionable Ideas

Skills and Competencies Required for Success


The Competency Model

Core BehavioursConsulting Engagement

Life Cycle Behaviours

Build and Leverage Business Acumen

Advance the Client Relationship

Communicate Effectively


The Consultancy Competency Model – The Foundation for Success

Build and Leverage Business Acumen

• Demonstrates breadth of knowledge in multiple disciplines across your company and/or your client’s value chain – e.g., finance, technology, business operations, marketing, sales, logistics, etc…

• Uses formal and informal methods to increase industry knowledge: industry performance, competition, trends, etc…

• Acquires knowledge of client’s industry• Displays judgment in assessing costs and benefits of recommendations• Produces something of value to the client

Advance the Client Relationship

• Manages client expectations• Builds, sustains and leverages relationships internally and with external clients or

partners• Increases internal and external network of contacts• Understands the unique needs of individual stakeholders

Communicate Effectively

• Maintains a constructive problem-solving communication approach when faced with negative or challenging situations

• Constructively challenges the views of others• Negotiates effectively• Recognizes and resolves conflict• Influence others even in the absence of formal authority


Building Relationships – Three Core Skills


The Impact of Service


Creating Client Memories


Unforgiveable Service


Unremarkable Service


Unforgettable Service


The Building Client Relationships Model

Identifies level of relationship with customer based on what is important to the customer

Allows you to adapt your approach to meet their expectations

Helps you identify clients to focus on to deepen relationships


Product/Service Vendor


Business Partner


Trusted Advisor


The Building Client Relationships Model – Your Focus


Level 1 – Understand and Satisfy Needs

Use the Strategic Questioning Process to ask questions to fully understand needs


Level 2 – Collaborate to Improve Options

Listen Exceed their expectations


Level 3 – Provide Advice and Influence Thinking

Be an expert on your client’s business

Know your own unique value


Understanding your Customer

Business Model

Business Strategy

Business Process

KPIs


Understanding Your Competitive Advantage

Learning More


The Consulting Skills Curriculum

Consulting Fundamentals

Analysis and Problem Solving

Making Recommendations –

Communication Skills for

Consultants

Developing Client Relationships

for Consultants

Planning and Implementing for

Consultants


The Consulting Skills Certification Program

5 modules + optional practicum Built on the Consulting Lifecycle and

supporting competencies Supported by Learning Portal Two Levels of Certification by

McMaster University: Associate’s certificate of completion Advanced certificate of completion


Certification Details

Associate’s Certificate

• Completion of three programs in one year1. Consulting Fundamentals2. Analysis and Problem Solving3. Making Recommendations – Effective Communication for Consultants

Advanced Certificate

• Complete four modules within two years

• Provide evidence of Project Management knowledge through course completion, evidence of PMP certification or two years experience in role of Project Manager

• Completion of practicum


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