Consulting 101


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Look, behave and communicate like a consultant.

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Consulting 101

  1. 1. Consulting Look 101 Talk Write Act Respond Meet 1
  2. 2. Guidelines Parking Lot No Electronics Ask Questions End on Time Respect Interaction Opinions 2
  3. 3. Learning Objectives  To look like a consultant through your professional appearance  To speak like a consultant through effective communication in your speech, writing and participation in meetings  To act like a consultant through your non-verbal behavior along with appreciation of individual and cultural differences 3
  4. 4. Agenda  Looking the Part  Listening to Others  The Art of Questioning  How we Respond  Meetings that Count  Writing Effectively  On the Phone  Act Appropriate 4
  5. 5. Look Looking the Talk Part Act Write Respond Meet 5
  6. 6. Observation What is interesting in how the consultant looks? How is the client reacting to the consultant? What could be done to improve the situation? Write down your answers, we will review as a group 6
  7. 7. Body Odor  Deodorant  Mouthwash  Perfumes? 7
  8. 8. Hair  Neat  Trimmed  Length 8
  9. 9. Body Art? Leave it hidden 9
  10. 10. Makeup A little goes a long way 10
  11. 11. Clothing  Neat  Clean  Fitting  Conservative  Nice shoes  Casual Days? Dress for the job you want 11
  12. 12. Jewelry Wear the ―bling‖ after hours 12
  13. 13. Drink Water 8 Glasses of Water Per Day 13
  14. 14. Get plenty of rest 8 Hours of Sleep per Night 14
  15. 15. Maintain Work- Life Balance 15
  16. 16. Exercise regularly  Cardio  Strength  Stretching Heart Healthy = 20 minutes at 3 times/week 16
  17. 17. Eating Healthy 17
  18. 18. First Impressions Address by Name Handshake Positive, Enthusiasm Eye Contact Smile Only have one chance for a lasting impression! 18
  19. 19. Post -Observation Anything you missed in how the consultant looked? Anything else would you do to improve the situation? 19
  20. 20. Looking the Part Consider the people around you If in doubt, do not wear it Your appearance should never distract from your work 20
  21. 21. Look Listening to Talk Others Act Write Respond Meet 21
  22. 22. What is Communication? Exchange of thoughts, messages or information 22
  23. 23. How do we Communicate? Our Speech Our Signals Our Writing LISTENING 23
  24. 24. Why do we listen? Gain information 24
  25. 25. Get feedback 25
  26. 26. Participate in another’s story 26
  27. 27. Hear other experiences and insights 27
  28. 28. Create relationships 28
  29. 29. Respect and value others 29
  30. 30. Listening Process RECEIVING PROCESSING RESPONDING Making the connection What am I hearing What does the Respect and and seeing? speaker mean? Understanding 30
  31. 31. Active Listening  Most people are passive listeners  Carl Rogers: Reflection of Content and Reflection of Feeling  Active Listening is hard work  Requires more efficient and effective communication 31
  32. 32. Active Listening Skills  ―Let’s see if I’m clear about this…‖ (Restating)  ―So it sounds to me as if …‖ (Summarizing)  ―This seems really important to you‖ (Reflecting)  ―What do you think would happen if you..?‖(Probing)  I appreciate your willingness to talk about such a difficult issue…‖ (Validation) 32
  33. 33. Exercise: Listening  Get into groups of 2 people  One person chooses a project issue that is not working  Other person can only respond using active listening techniques  5 Minutes  Switch roles and repeat No Comments! No Taking Over the Decision! Focus on Listening!
  34. 34. Listening to Others Listen first, talk second Focus on the person, not your thoughts Pay attention to not only what is said, but what is not 34
  35. 35. Look The Art of Talk Questioning Act Write Respond Meet 35
  36. 36. The Listening Quiz What were your results? How did your results compare to others? 36
  37. 37. “Most importantly, listen and comment: If people know you are interested in what they have to say, they will most likely be curious about what you have to say as well.” – Seth Liss, Feb 2010 37
  38. 38. Analyzing the environment Recognizing a problem Control Problem Identifying Implementation Solving the problem Process Choosing among Making alternatives assumptions Generating alternatives 38
  39. 39. Leading ―Would you like to talk about it?‖ ―What happened then?‖ 39
  40. 40.  How?  Is?  What?  Are?  Where?  Do?  Who?  Did?  Which?  Can?  Could?  Would? 40
  41. 41. Reflective Someone tells you ―I’m worried I won’t remember… Reflective ?: ―It sounds like you would like some help remembering?’ 41
  42. 42. Communication Blockers  Quick reassurance ―Don’t worry about that…‖  Advising  Digging for information  Forcing uncomfortable topics  Patronizing ―You poor thing…‖  Preaching ―You should…‖ Or, ―You shouldn’t…‖  Interrupting 42
  43. 43. Exercise: Questioning  Get into groups of 2 people  One person chooses a problem that they cannot solve on their own  Other person will help resolve using questioning techniques  5 Minutes  Switch roles and repeat Avoid Blockers! Focus on Questions!
  44. 44. The Art of Questioning Different questions for different situations Fully understand the problem first, then all possible solutions Balance questions with listening and feedback 44
  45. 45. Look How we Talk Respond Write Act Respond Meet 45
  46. 46. Communication  Process of sending and receiving messages  Enables humans to share knowledge, attitudes and skills  Composed of two dimensions – verbal and non-verbal 46
  47. 47. Non-Verbal Communication (also known as ―body language‖) Gestures
  48. 48. Body Posture
  49. 49. Eye Contact
  50. 50. Facial Expressions
  51. 51. Parts of a Message Verbal Content 7% Tone of Voice 33% Body Language 60% Source: Albert Mahrabian:
  52. 52. Posture Standing erect and leaning slightly forward = Approachable, receptive and friendly Speaking with your back turned or looking at the floor or ceiling should be avoided = Disinterest, lack of respect 52
  53. 53. Facial Expressions
  54. 54. More Expressions 54
  55. 55. Non verbal behavior Interpretation Brisk, erect walk • Confidence Standing with hands on hips • Readiness, Aggression Arms crossed on chest • Defensiveness, Closed Touching, rubbing nose • Rejection, Doubt, Lying Rubbing hands • Anticipation Open palm • Sincerity, Openness Looking down • Disbelief
  56. 56. Exercise: Non-Verbal  Get into 3 groups  Review Verbal and Non-Verbal Communication Inventory handout  Group 1: Choose Situation 1-2  Group 2: Choose Situation 3-4  Group 3: Choose Situation 5-6  5 Minutes to complete exercise  Debrief as an entire group
  57. 57. How we Respond Most of what we say isn’t in our speech Learn to recognize and respond to body language Your actions need to match your words 57
  58. 58. Look Meetings that Talk Count Write Act Respond Meet 58
  59. 59. Why do we meet?  Social gathering  Collaborate  Change in routine  Remove roadblocks  Be informed 59
  60. 60. The Five E’s 60
  61. 61. Before the meeting Who should come to the Are there meeting? What results better ways to do I want for communicate? the meeting? Is this the Why do we right time to need to meet and for meet? how long? 61
  62. 62. Before the meeting  Create agenda  Who? Where? When?  Meaningful Title  Goal(s)  High-level activities with timings  Send meeting invites  Turn on reminder  Include connection links for remote members 62
  63. 63. Start of meeting 63 Arrive early for setup
  64. 64. Establish Ground Rules Parking Lot No Electronics Ask Questions End on Time Respect Interaction Opinions 64
  65. 65. Review the agenda 65
  66. 66. Assign timer and scribe 66
  67. 67. Introduction of Attendees 67
  68. 68. During meeting Stick to Goals Check in with Timer 68
  69. 69. Establish Parking Lot Capture Action Items 69
  70. 70. End of meeting  Running out of time?  Allow time for questions  Thank attendees  Summarize action items / decisions made  Review meeting goals 70
  71. 71. After the meeting  Create meeting notes  Check on action items  Get feedback for future improvement 71
  72. 72. Participants  Don’t be late  Prepare for meetings – 15 minute rule  Allow time between meetings  Bring something to capture notes!  Contribute to the meeting  Volunteer to take action items you can do 72
  73. 73. Exercise: Meeting Quiz  Review the Death by Meeting handout and take the quiz  When in doubt, answer ―no‖  We will discuss results as a group
  74. 74. Meetings that Count Little bit of planning goes a long way Consider the cost of meetings, make them worth it Every person in meeting should add value 74
  75. 75. Look Writing Effectively Talk Write Act Respond Meet 75
  76. 76. Process of writing 76
  77. 77. Your Attention message Action AIDA Interest Desire 77
  78. 78. Etiquette is important  Professional image  Efficiency  Protection from liability 78
  79. 79. Usage of English Language  Spelling  Grammar  Punctuation  Structure  Layout 79
  80. 80. Create an outline 80
  81. 81. Demonstrate empathy 81
  82. 82. Answer all questions Anticipate further questions 82
  83. 83. Be concise and to the point ―Knowing that millions of people around the world would be watching in person and on television and expecting great things from him — at least one more gold medal for America, if not another world record — during this, his fourth and surely his last appearance in the World Olympics, and realizing that his legs could no longer carry him down the runway with the same blazing speed and confidence in making a huge, eye-popping leap that they were capable of a few years ago when he set world records in the 100-meter dash and in the 400-meter relay and won a silver medal in the long jump, the renowned sprinter and track-and-field personality Carl Lewis, who had known pressure from fans and media before but never, even as a professional runner, this kind of pressure, made only a few appearances in races during the few months before the Summer Olympics in Atlanta, Georgia, partly because he was afraid of raising expectations even higher and he did not want to be distracted by interviews and adoring fans who would follow him into stores and restaurants demanding autographs and photo-opportunities, but mostly because he wanted to conserve his energies and concentrate, like a martial arts expert, on the job at hand: winning his favorite competition, the long jump, and bringing home another Gold Medal for the United States, the most fitting conclusion to his brilliant career in track and field.‖ ―Carl Lewis kept a low profile before the Atlanta Olympics to focus on winning another Gold Medal in track-and-field.‖ 83
  84. 84. 84
  85. 85. 85
  86. 86. Avoid emotional responses 86
  87. 87. Proofread out loud 87
  88. 88. Other Email rules  Use a meaningful subject  Don’t leave out the message thread  Do not over use Reply to All  Respond in a timely manner 88
  89. 89. Identify the misstakes mistakes We went to dinner, than we saw a movie. My reference to my admin site was from old days. The data provide will be used for providing feedback to managers. UST-Global’s mission at Emdeon is too support Emdeon’s mission with all that we do. There has never been a time till date… 89
  90. 90. Proofread exercise  In groups of 3-4 people, review the handout.  Use your pen to make corrections.  After you have completed, you will be handed the answers  Compare answers to your work  Debrief as a group 90
  91. 91. Writing Effectively Know your audience and how they will respond Don’t only use writing as the form of communication (especially BAD news) Always check your work, and have somebody else if in doubt 91
  92. 92. Look On the Phone Talk Write Act Respond Meet 92
  93. 93. Conference calls 93 Do not talk over each other
  94. 94. Slow down your speech 94
  95. 95. Articulate words You don’t have to yell! 95
  96. 96. Allow time for delays 96
  97. 97. Identify yourself 97
  98. 98. Not talking? Put phone on mute 98
  99. 99. Making a Call  State the purpose of the call  Wrong number?  Call at time promised  Leaving voice mail  Avoid eating or chewing 99
  100. 100. Answering a Call  Answer within three rings (if possible)  Speak in pleasant tone  Use active listening without interrupting  Out or unavailable? Forward to voice mail 100
  101. 101. Cell Phones  Use appropriate ring tones  Silent or vibrate in group meeting  Let call go to voice mail (unless emergency) 101
  102. 102. Exercise: Telephone  Need two volunteers  Each person will choose a scenario card  Do not share with other person or group  5 Minutes to complete exercise  Debrief as an entire group
  103. 103. On the Phone Phone calls more work than face-to- face Ignore your phone in a group meeting Smile when you are on the phone 103
  104. 104. Look Act Appropriate Talk Write Act Respond Meet 104
  105. 105. Act Appropriate Exercise  Get into a single line prioritized by length of time in United States  Count off (1, 2, 3, 4)  Break into groups with others with the same number  Each groups should represent different duration in the United States  Talk about cultural differences between India and United States  Consider ―Look‖, ―Talk‖, ―Respond‖, ―Meet‖ and ―Write‖ 105
  106. 106. Appearance ―Look‖ In India In United States  Business attire is Suit and Tie  Dress for men and women vary by for Men; Sari or Tunic/Pants organization for Women  Larger organizations or more formal  Casual Attire for men is short- meetings tend to require Suit and Tie sleeved shirts and long pants for men, pantsuit or dress for women for Men  Smaller organizations or more casual  Women must keep upper meetings tend to allow ―Business arms, chest, back and legs Casual‖ – Dress shirt and pants covered at all times  Pick conservative colors such as navy,  The use of leather products gray, and black for suits/pants; white including belts or handbags or blue dress shirts. Socks should may be considered offensive, match pants. especially in temples. Hindus  Clothing, whether formal or casual, revere cows and do not use should be clean and neat in leather products. appearance Source: Gerrt Hofstede Analysis 106
  107. 107. Behavior ―Respond‖ In India In United States  Never touch someone else’s  Business conversation may take place head, not even to pat the hair of during meals. However, many times a child. you will find more social conversation  Standing with your hands on taking place during the actual meal. your hips will be interpreted as  Gift giving is discouraged or limited by an angry, aggressive posture. many US companies. A gracious  Whistling is impolite and written note is always appropriate and winking may be interpreted as acceptable. either an insult or a sexual  If you are someplace with a line or proposition. queue, go to the end and wait your  Feet are considered unclean. If turn. your shoes or feet touch another  Do not use or chew on a toothpick in person, apologize. public. Source: Gerrt Hofstede Analysis 107
  108. 108. Communication ―Talk, Meet and Write‖ In India In United States  The official languages are  Offer a firm handshake, lasting 3-5 English and Hindi. English is seconds, upon greeting and leaving. widely used in business, Maintain good eye contact during your politics and education. handshake. If you are meeting several  The word "no" has harsh people at once, maintain eye contact implications in India. Evasive with the person you are shaking hands refusals are more common, with, until you are moving on the next and are considered more person. polite.  Good eye contact during business and  Do not thank your hosts at social conversations shows interest, the end of a meal. "Thank sincerity and confidence. you" is considered a form of  Business cards are generally payment and therefore exchanged during introductions. insulting. Praise the food However, they may be exchanged when instead. one party is leaving. Source: Gerrt Hofstede Analysis 108
  109. 109. Act Appropriate Respect our differences Look at things from others’ perspective Continue to learn and improve as a consultant 109
  110. 110. Questions? 110
  111. 111. Consulting 101 Retrospective Improvements – Discoveries – What did you learn? What could have been better? What will you do differently? Appreciations – What did you like? What went well? 111