Sep 20 2009
Reflections for My Mirror, Consulting Skills: #2 – Contracting, Clients and Communication
I never thought about the important of the contracting step during a consulting project. I had thought of the contract itself, but hadn’t taken into consideration the many clients and contacts involved. The readings this week and the exercise we had to complete helped me pin-point who some of these contacts and clients may be, and their significant roles in the process. As I described in the “Who is the Client” exercise, when I was a student adviser in the School of Mass Communications, my primary goal and responsibility was helping the students – the primary client. I rarely, if ever, considered who my other clients were. I knew who my contact was, the Director of Student Services, but I didn’t focus on her as a contact when I was giving students advice or pointing them in a certain direction. I also never really factored in the importance of parents, professors, or VCU in general, because the way I looked at it, I was there for the student. It was their education and ultimately their decision to come see me in the first place.
If I could go back now and advise, as I hope to one day soon after school is said and done, it will be interesting to see how my advising changes. Will I take into account all of my different clients more often? How much will the unwitting and ultimate clients play a part in my advising? Contracting can be a very complex process. As Schein points out in one of his case studies, it’s important to keep all the clients/contacts in mind and not forget who those individuals are.
On a side note, I found Nancy’s Checklist a great companion to Block’s Flawless Consulting. From what I’ve learned about consulting and contracting thus far, it seems like it boils down to having an open mind and communication. Being honest and upfront with all contacts and clients will help eliminate confusion and problems in the future. I appreciate that consulting can be about both parties learning from each other. Not only does the client look to the consultant for a form of help, but the consultant can learn just as much, if not more, from the clients he/she interacts with. As Nancy’s Checklist #8 says: Have fun!
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Dido! I loved Nancy’s checklist. It puts the consulting process into a nice managable, framework.
I can appreciate your comments on the “other clients.” I had not considered them either. Perhaps it’s due to our focus and concern for the primary client. As novice consultants, it’s natural to focus on the primary person. We want to be successful with the client. I think we learned from the homework and it has hightened our awareness for future projects and we will be cognizant of the other players. This is evident in your reflection and new thoughts about the other clients beyond the students you advise.
Contracting reminds me of being a mediator. You need to deal with the problem that is right in front of you, whatever and however the client chooses to present it. But, as consultants, we need to dig a little deeper, find out more about what the essence of the issue is. We need to know who is involved and how the project affects them.
At times, it’s almost like having to know what we don’t know. I know this will come with practice… Knowing when to ask more questions, knowing what questions to ask, knowing who to ask. I guess what’s most important is to assume nothing!