The Consulting Contract

Tim Kowols

Emily Hock

Nicole Marquardt

Dan Kelly

Lattana Sanavongsay

So What?

Agenda Case Description Known Facts Perceptions/Observations Actual Case Communication Plan / Goals Tactics Timeline Rejected Ideas Summary

Case DescriptionSenior Management Sees Customer Service and Software Development Managers as ineffective communicators and has hired us to conduct a 2-hour introductory seminar on “Communicating For Managerial Effectiveness

Senior Management

C.S. Managers

S.D.Managers

Case Description

Known Facts Company size = 500 employees Our contact: 28 yr old VP Employees to be trained:

6 Managers of Customer Service department 6 Managers of Software Development dept. Have never participated in this kind of training Are unaware that management views them as ineffective Are under 35 yrs old

Known Facts

Perceptions & Observations Our contact (VP) seems introspective. There are paintings by Rene Magritte in his

precisely organized room. Our initial meeting started and ended right on

time. Top management says that if this training is

successful, our firm will be hired for a major contract

Perceptions & Observations

Actual Case Define communication effectiveness Create a communication plan to educate the

three different audiences as to what effective communication is and how to achieve it in a 2-hour seminar.

Actual Case

Define Effectiveness What is Not Effective Communication?

Arrow managers believe: Effective Expression = Effective Communication

Circuit manages believe: Understanding = Effective Communication

What is Effective Communication? A continuous process of recognizing and

reducing destructive patterns while establishing and reinforcing constructive ones.

Actual Case

Communication Plan Analyze the three audiences Present in relation to the different contexts Present Arrow and Circuit approaches

Define ‘Effectiveness’ to an Arrow Manager Define ‘Effectiveness’ to a Circuit Manager

Communication Plan

Communication Plan Get the Managers to recognize which

approach they are using. Present the Dance approach

Define ‘Effectiveness’ to a Dance Manager Provide a contact ‘help-line’ for questions

Communication Plan

Communication Goals Dance Managers

Communication Plan

Audience Analysis Senior Management Contact (VP) Customer Service Managers Software Development Managers

Communication Plan

Senior Management Contact (VP) Assumptions:

Ineffective communicator Organized Thinker Visual person Meyers Briggs Score: INTJ

Why

Communication Plan

The VP – So What? Show him an outline of the presentation, with

a brief summary of what will be covered (should only take a few minutes to go through).

Begin and end the seminar on time Stick to the schedule, and stay on topic.

Communication Plan

The VP – Context “Communication ineffectiveness can’t be

fixed in 2-hour seminar, but we can show some weaknesses of current approaches, and present an alterative approach.”

Communication Plan

CS Managers - Analysis Fact:

Degrees in Management Assumption:

Use Circuit Approach Focus on people’s feelings Meyers Briggs Score: ENFP

Why

Communication Plan

CS Managers – So What? During the detailed presentation include some

‘real-life’ stories that specifically relate to customer service.

Include plenty of visuals in presentation to keep their interest, and engage them in discussion as much as possible.

Ask them for examples that illustrate communication problems they’ve experienced.

Communication Plan

SD Managers - Analysis Fact:

Degrees in Computer Science

Assumption: Use Arrow Approach Meyers Briggs Score: ISTJ

Why Use technical jargon

Communication Plan

SD Managers – So What? During presentation include the numbers and

statistics alongside any charts, graphs, and diagrams.

Give them a detailed hardcopy of the presentation to take notes on, and include the follow-up contact number or email address.

Communication Plan

The Dept. Managers - Context “Being managers, you know some things

about communicating effectively, and certainly you’ve seen examples of some in-effective communication. Here are some pitfalls to watch out for, and a new approach to try which may work better.”

As each approach is discussed, point out the positive as well negative aspects!

Communication Plan

Tactics Distribute memo to those involved in seminar Distribute seminar materials Host seminar in conference room

Group introduction Future seminars focus on smaller groups

Host feedback session to discuss the seminar

Tactics

Pre-Seminar Memo Sent out 1 week ahead Brief Outline of Topics to be discussed.

Tactics

Seminar Outline Introduction What is Effective Communication?

Definition The Arrow Manager Approach

Discuss & Evaluate The Circuit Manager Approach

Discuss & Evaluate

Tactics

Seminar Outline Self-Assessment Exercise

What management style do you use most? Communication as a Dance Manager Where to go for more information Question & Answer Session

Tactics

Seminar Brochure/Handout

Top page is an outline of the seminar Organizes what will be covered for the VP

Page two is summary for CS Managers An overview, but not too much detail Shows them the main idea and possibilities

Rest of Handout is a printout of the slides Area for taking notes for the SD Managers

Tactics

Timeline Distribute memo to those involved in seminar

1 week before seminar Host seminar on a Wednesday Host feedback session to discuss the seminar

2 days after seminar

Timeline

Rejected Ideas Breaking the managers up into groups Distributing handouts to the Managers before

the seminar Short break during seminar Off Site location

Rejected Ideas

Summary Host a 2 hour seminar on “Communicating

for Managerial Effectiveness” Defining Effectiveness Guiding managers to Dance Managers

Summary