Look, behave and communicate like a consultant.

1. Consulting Look
101
Talk
Write
Act
Respond
Meet
1

2. Guidelines Parking
Lot
No Electronics
Ask
Questions
End on Time Respect
Interaction Opinions
2

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. 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. Look
Looking
the Talk
Part Act
Write
Respond
Meet
5

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. Body Odor
 Deodorant
 Mouthwash
 Perfumes?
7

8. Hair
 Neat
 Trimmed
 Length
8

9. Body Art?
Leave it hidden
9

10. Makeup
A little goes a long way
10

11. Clothing
 Neat
 Clean
 Fitting
 Conservative
 Nice shoes
 Casual Days?
Dress for the
job you want
11

12. Jewelry
Wear the ―bling‖ after hours
12

13. Drink Water
8 Glasses of Water Per Day
13

14. Get plenty of rest
8 Hours of Sleep per Night
14

15. Maintain
Work-
Life
Balance
15

16. Exercise regularly
 Cardio
 Strength
 Stretching
Heart
Healthy = 20
minutes at 3
times/week
16

17. Eating
Healthy
17

18. First Impressions
Address by
Name
Handshake
Positive,
Enthusiasm
Eye Contact
Smile
Only have one chance for a
lasting impression! 18

19. Post -Observation
Anything you missed in
how the consultant
looked?
Anything else would you
do to improve the
situation?
19

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. Look
Listening
to Talk
Others Act
Write
Respond
Meet
21

22. What is Communication?
Exchange of thoughts, messages or information
22

23. How do we Communicate?
Our Speech Our Signals Our Writing
LISTENING
23

24. Why do we listen?
Gain
information
24

25. Get feedback
25

26. Participate in
another’s story
26

27. Hear other experiences and insights
27

28. Create relationships
28

29. Respect
and
value
others
29

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. 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. 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. 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. 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. Look
The Art
of Talk
Questioning Act
Write
Respond
Meet
35

36. The Listening Quiz
What were your
results?
How did your
results compare to
others?
36

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. Analyzing the
environment
Recognizing a
problem
Control
Problem Identifying
Implementation Solving the problem
Process
Choosing among Making
alternatives assumptions
Generating
alternatives
38

39. Leading
―Would you like to
talk about it?‖
―What happened then?‖
39

40.  How?  Is?
 What?  Are?
 Where?  Do?
 Who?  Did?
 Which?  Can?
 Could?
 Would? 40

41. Reflective
Someone tells you ―I’m worried I won’t remember…
Reflective ?: ―It sounds like you would like some help remembering?’
41

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. 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. 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. Look
How
we Talk
Respond Write
Act
Respond
Meet
45

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. Non-Verbal Communication
(also known as ―body language‖)
Gestures

48. Body
Posture

49. Eye Contact

50. Facial
Expressions

51. Parts of a Message
Verbal Content
7%
Tone of Voice
33%
Body Language
60%
Source: Albert Mahrabian: http://en.wikipedia.org/wiki/Albert_Mehrabian

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. Facial Expressions

54. More Expressions
54

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. 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. 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. Look
Meetings
that
Talk
Count Write
Act
Respond
Meet
58

59. Why do we meet?
 Social gathering
 Collaborate
 Change in routine
 Remove roadblocks
 Be informed
59

60. The Five E’s
60

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. 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. Start of meeting
63 Arrive early for setup

64. Establish Ground Rules Parking
Lot
No Electronics
Ask
Questions
End on Time Respect
Interaction Opinions
64

65. Review the agenda
65

66. Assign timer and scribe
66

67. Introduction
of Attendees
67

68. During
meeting
Stick to Goals
Check in with
Timer
68

69. Establish
Parking Lot
Capture
Action Items
69

70. End of meeting
 Running out of
time?
 Allow time for
questions
 Thank
attendees
 Summarize
action items /
decisions made
 Review meeting
goals
70

71. After the meeting
 Create meeting
notes
 Check on action
items
 Get feedback for
future improvement
71

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. 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. 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. Look
Writing
Effectively Talk
Write
Act
Respond
Meet
75

76. Process of
writing
76

77. Your Attention
message
Action AIDA Interest
Desire
77

78. Etiquette is important
 Professional
image
 Efficiency
 Protection from
liability
78

79. Usage of
English Language
 Spelling
 Grammar
 Punctuation
 Structure
 Layout
79

80. Create an outline
80

81. Demonstrate empathy
81

82. Answer all
questions
Anticipate
further questions
82

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

85. 85

86. Avoid emotional responses
86

87. Proofread out loud
87

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. 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. 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. 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. Look
On the
Phone Talk
Write
Act
Respond
Meet
92

93. Conference calls
93
Do not talk over each other

94. Slow down your speech
94

95. Articulate words
You don’t
have to
yell!
95

96. Allow time for delays
96

97. Identify yourself
97

98. Not talking?
Put phone on mute
98

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. 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. Cell Phones
 Use appropriate
ring tones
 Silent or vibrate
in group meeting
 Let call go to
voice mail
(unless
emergency)
101

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. 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. Look
Act
Appropriate Talk
Write
Act
Respond
Meet
104

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. 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. 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. 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. Act Appropriate
Respect our differences
Look at things from
others’ perspective
Continue to learn and
improve as a consultant
109

110. Questions?
110

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