1、Management Consulting Skills企業(yè)管理諮詢技巧,Prof. David Mui,Objectives 課程目標(biāo),By the end of the program, you will be able to: 在完成本課程時(shí), 你應(yīng)能 Use systematic consulting processes in performing your role as a consultant. 運(yùn)用系統(tǒng)化的管理諮詢程序 Build client credibility and maintain strong client relationships throughout the

2、 consulting process. 在客戶心中建立聲譽(yù)及良好的關(guān)係,Overview,Fundamentals of consulting 管理諮詢的基本概念 Peter Blocks model 彼得模式 Key principles in consulting flawlessly 顧問的主要原則,Consultant 顧問 / 諮詢師,A Professional Person . . . 一個(gè)專業(yè)人士 In a position to have some influence 有影響力 With no direct power to make changes 引發(fā)改革而沒有直接管理

3、權(quán),Clients 客戶,Individuals or Groups . . . 個(gè)人或組織 With authority to implement your recommendations 有權(quán)去執(zhí)行建議 Whom you want to influence, without exercising direct control 被你所影響的對象的其中沒有從屬關(guān)係的,Problem 難題,The difference between what “is” and what “should be” 應(yīng)該跟 現(xiàn)在的分別 The “gap” 統(tǒng)稱斷層,An Intervention,The goal

4、or end product of a consulting activity 諮詢過程 所帶出來的結(jié)果,Three Kinds of Consulting Skills三種技巧,Technical skills 技術(shù) Interpersonal skills 人際關(guān)係 Consulting skills 諮詢,Consultant Roles 顧問的角色,Expert 專家,Consultant Roles 顧問的角色,Collaborative 協(xié)作,Consulting Process,Entry/Contracting進(jìn)入及建立合約 Problem Identification/Ana

5、lysis 確認(rèn)及分析問題 Goal Setting and Planning設(shè)定目標(biāo) Implementation執(zhí)行 Evaluation and Feedback評估及回饋 Extension, Recycle, or Termination 再進(jìn)展，或完結(jié) Post-evaluation跟進(jìn),Seven-Step Problem-Solving Model解決難題模式,Flawless Consulting,Partnering with clients 成為客戶的伙伴 Developing commitment for change 建立革新的委身 Acting authentica

6、lly 真誠行動(dòng) Trusting yourself and your experience 自信,Sources of Consulting Projects,The client 客戶 A “third party” 第三者引介 The consultant 顧客開發(fā),Entry/Contracting Steps,Initial Contact 初步接觸 Exploration 開發(fā)內(nèi)容 Contracting 訂定合約,Exploration Meeting: Goals機(jī)會開發(fā)會議：目的,Collaborative consulting relationship 建立可合作關(guān)係 Cl

7、earer image of:澄清： the problem難題 how you can help處理方法 the requirements資源,Exploration Meeting: Process機(jī)會開發(fā)會議：流程,Begin/enhance the relationship強(qiáng)化 Demonstrate eagerness to help願(yuàn)意幫助 Express positive feelings表達(dá)正面感覺 Scope the project項(xiàng)目範(fàn)圍 Get clients view客戶的看法 Ask whats happened so far過去的發(fā)展 Help clarify de

8、sired future state 了解將來的成果,Exploration Meeting Process (continued),Explore the help needed發(fā)掘諮詢空間 Get clients view建議 Suggest how you can help Identify parameters找出 Identify constraints, resources限制及資源 Identify decision maker(s)有權(quán)決定者,Exploration Meeting Process(continued),Agree on next steps同意下一步 What

9、 you will do 你會作的 What the client will do 客戶會作的 Set date for contract review 時(shí)間,Contracting Goals,Collaborative consulting relationship協(xié)作的關(guān)係 Agreement on:協(xié)議內(nèi)容 The project goals (目的) The project approach (方法) The expectations of each party (期望),Contract Elements,Background 背景 Project goals 項(xiàng)目目標(biāo) Sugge

10、sted approach 方案,Schedule 時(shí)間表 Roles 角色 Evaluation 評估 Next steps 將來的執(zhí)行,Data Collection 資料收集,One-to-one interviewing 一對一的面談 Focus groups專注小組 Questionnaires問卷 Data analysis資料分折 (Reading Secondary data) Observation觀察,Data Collection: Methods資料收集：方法,Interviews 訪問 Questionnaires 問卷 Observation 觀察,Preparat

11、ion 預(yù)備工作,The interviewer 訪問者 The interviewee 被訪者 The environment 環(huán)境,Interviewing Skills訪問技巧,Establishing and maintaining rapport 建立信任 Questioning efficiently 有效發(fā)問 Listening and observing 聆聽及觀察 Taking notes and preparing summaries 筆錄及總結(jié),Focus Group: Characteristics專注小組：組織,Lasts 12 hours一至兩小時(shí) Consists

12、 of 812 people who:每組812人 Have particular knowledge/experience with the topic, or 成員對所討論的課題有一定的認(rèn)識 Share common characteristics有相近的背景 Conducted by a facilitator 引導(dǎo)者去帶領(lǐng)討論,Focus Group: Steps專注小組：運(yùn)作,Discuss the focus group with the client 跟客戶商討 Clarify logistics運(yùn)行細(xì)節(jié) Select participants選擇成員 Clarify the c

13、lients role訂立客戶角色 Discuss feedback with participants 討論結(jié)果,Focus Group: Steps(continued),Draft a focus group guide寫下運(yùn)行指引 An introductory section引言介紹 The questions問題 A closing section小結(jié) Review the guide with the client and make modifications, as needed 跟客戶先溝通才訂出最後版本,Ground Rules 規(guī)則,All points of view

14、are encouraged and accepted所有的看法均被鼓勵(lì)及接受 Silence is OK靜默是可接受 One person speaks at a time 每次只有一人發(fā)言 Disagreement is ok, but no personal attacks 可以反對別人的看法,但不可作出人身攻擊 Confidentiality will be maintained保密,Facilitator Tasks引導(dǎo)者的工作,Conduct introductory activities介紹 Introductions, purpose/objectives of meeting

15、, ground rules目標(biāo)及規(guī)則 Facilitate discussion of the issues引導(dǎo)討論 Follow the guide按規(guī) Encourage participation鼓勵(lì)發(fā)言 Listen, elicit elaboration, gatekeep聆聽總結(jié) Limit own statements客觀 Test for consensus尋找共識,Facilitator Tasks引導(dǎo)者的工作(continued),Summarize the issues總結(jié) Close the meeting閉會 Thank participants for their

16、 contributions 多謝參予 Explain what will happen with the data 說明下一步 Communicate clients intentions regarding feedback解言客戶的想法,Creating Questionnaires問卷,Determine what you need to know 要的資料 Choose a response format形式 Write the questions問題 Prepare a summary sheet預(yù)備論點(diǎn) Pilot test/revise questions測試 Develop

17、introduction介紹,Feedback 回饋,Feedback principles 回饋原則 Feedback meetings 回饋會議,Possible Effects of Feedback,(Used with the permission of David Nadler),Expressions of Resistance反抗的表現(xiàn),Deny the data 否定資料 Deny responsibility 否定責(zé)任,Feedback Criteria回饋的條件,Is it relevant?相關(guān) Is it understandable?理解 Is it descrip

18、tive?說明 Is it limited?有限制 Is it impactable?影響 Is it comparative?對比性 Is it unfinalized?定點(diǎn)性,Presenting Feedback Data簡報(bào),Present positive data first先道出正面資料 Order your findings/recommendations 排列結(jié)果及建議 Highest payoffs first 高效率為先 Quick fixes, then long-term solutions 快速成效次之，最後為長線的 Limit the data (有選擇性),Wh

19、eel,Change 變革,The new external situation 新的外在場景,Unfreezing the Status Quo,Desired State,Status Quo,Restraining Forces,Time,Transition 過渡,The internal psychological process people go through 人要經(jīng)過的 心理過程,Bridges Change Model碧斯的變革模式,離開舊有中立區(qū)從新開始,Endings 離開舊有,Letting go of the past 放手 Predominant emotion is fearlosing something of value 主要的反應(yīng)是恐驚：因?yàn)槭?What helpstwo-way communication, empathy, involvement 幫助：雙向溝通了解，讓其參予,Neutral Zone 中立區(qū),Trying out the change 嘗試 Predominant emotion is confusionWill it work? Will I succeed? 情緒：迷網(wǎng)，可行嗎？