Consulting Skills: The Art and Science of Success

Consulting Skills
The Art and Science
of Success
Michelle Moore
Senior Director, Leadership & Business Solutions

© 2015 Global Knowledge Training LLC. All rights reserved. 2015-07-09 Page 1
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
Tools
Skills &
Competencies

Agenda
 The Consulting Process & Tools
 Skills and Competencies Required for Success
 Learning More
 Questions 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 Strategy
Worksheet

Stakeholder Worksheet – Identify the Stakeholders
 Recommender
 Decision Maker
 Approver
 Influencer
 Target Group
 Implementer
 Senior Management

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

Step 1 – Current Situation
 Current business
situation:
 Goals and priorities
 Structure
 All 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:
 Seek
 Avoid
 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 generation
 Analysis
 Prioritisation

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
Unproductive
meetings
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 risk
 Operational risk
 Financial risk
 Technology risk
 Human resources risk
 Communication risk
 Organizational 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 Behaviours
Consulting 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

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 year
1. Consulting Fundamentals
2. Analysis and Problem Solving
3. 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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Thank You!
michelle.moore@globalknowledge.com

Consulting Skills: The Art and Science of Success

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