企业管理咨询技巧
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運用系統化的管理諮詢程序
Build client credibility and maintain strong client relationships throughout the consulting process. 在客戶心中建立聲譽及良好的關係
2
Overview
Fundamentals of consulting 管理諮詢的基本概念 Peter Block’s model 彼得模式 Key principles in consulting flawlessly 顧問的主要原則
31
Creating Questionnaires 問卷
Determine what you need to know 要的資料
跟客戶先溝通才訂出最後版本
28
Ground Rules 規則
All points of view are encouraged and accepted所有的看法均被鼓勵及接受 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 29
Follow the guide
按規
Encourage participation
鼓勵發言
Listen, elicit elaboration, gatekeep聆聽總 結
Limit own statements Test for consensus
客觀 30
尋找共識
Facilitator Tasks引導者的工作
Schedule 時間表 Roles 角色 Evaluation 評估 Next steps 將來的執行
21
Data Collection 資料收集
One-to-one interviewing
一對一的面談 Focus groups Questionnaires Data analysis
專注小組 問卷 資料分折
25
Focus Group: Characteristics 專注小組：組織
Lasts 1–2 hours
一至兩小時
Consists of 8–12 people who:每組8~12人
»Have particular knowledge/experience with the topic, or
訂定合約
15
Exploration MeetHale Waihona Puke ng: Goals 機會開發會議：目的
Collaborative consulting
relationship
建立可合作關係
Clearer image of: 澄清：
» the problem
難題
» how you can help
處理方法
» the requirements
»Get client’s view
建議
»Suggest how you can help
Identify parameters
找出
»Identify constraints, resources限制及資源
»Identify decision maker(s) 有權決定者
18
Exploration Meeting Process
9
Consultant Roles 顧問的角色
Collaborative 協作
10
Consulting Process
Entry/Contracting
進入及建立合約
Problem Identification/Analysis
確認及分析問題
Goal Setting and Planning
設定目標
項目範圍
»Get client’s view
客戶的看法
»Ask what’s happened so far 過去的發展
»Help clarify desired future state
了解將來的成果
17
Exploration Meeting Process
(continued)
Explore the help needed 發掘諮詢空間
Management Consulting Skills 企業管理諮詢技巧
Prof. David Mui
1
Objectives 課程目標
By the end of the program, you will be able to: 在完成本課程時, 你應能
Use systematic consulting processes in performing your role as a consultant.
13
Sources of Consulting Projects
The client 客戶 A “third party” 第三者引介 The consultant
顧客開發
14
Entry/Contracting Steps
Initial Contact
初步接觸
Exploration
開發內容
Contracting
Phase 1
Phase 2
Phase 3
Phase 4
Phase 5
12
Flawless Consulting
Partnering with clients 成為客戶的伙伴 Developing commitment for change 建立革新的委身 Acting authentically 真誠行動 Trusting yourself and your experience 自信
跟客戶商討
Clarify logistics
運行細節
Select participants 選擇成員
Clarify the client’s role 色
訂立客戶角
Discuss feedback with participants
討論結果
27
Focus Group: Steps
(continued)
Implementation
執行
Evaluation and Feedback
評估及回饋
Extension, Recycle, or Termination
再進展，或完結
Post-evaluation
跟進
11
Seven-Step Problem-Solving Model 解決難題模式
1. Problem Definition
成員對所討論的課題有一定的認識
»Share common characteristics有相近的背景
Conducted by a facilitator
「引導者」去帶領討論
26
Focus Group: Steps 專注小組：運作
Discuss the focus group with the client
Facilitator Tasks 引導者的工作
Conduct introductory activities 介紹
Introductions, purpose/objectives of
meeting, ground rules
目標及規則
Facilitate discussion of the issues引導討論
Agreement on: 協議內容
» The project goals (目的) » The project approach (方法) » The expectations of each party (期望)
20
Contract Elements
Background 背景 Project goals 項目目標 Suggested approach 方案
Draft a focus group guide
An introductory section The questions A closing section
寫下運行指引
引言介紹 問題 小結
Review the guide with the client and make modifications, as needed
資源
16
Exploration Meeting: Process 機會開發會議：流程
Begin/enhance the relationship 強化
»Demonstrate eagerness to help 願意幫助
»Express positive feelings 表達正面感覺
Scope the project
3
Consultant 顧問 / 諮詢師
A Professional Person . . .
一個專業人士
In a position to have some influence 有影響力
With no direct power to make changes 引發改革而沒有直接管理權
4
Clients 客戶
24
Interviewing Skills 訪問技巧
Establishing and maintaining rapport 建立信任 Questioning efficiently 有效發問 Listening and observing 聆聽及觀察 Taking notes and preparing summaries 筆錄及總結
(continued)
Agree on next steps 同意下一步
» What you will do 你會作的
» What the client will do 客戶會作的
» Set date for contract review 時間
19
Contracting Goals
Collaborative consulting relationship 協作的關係
Client
2. Data Collection
3. Analysis
5. Implementation
4. Decisions
Plans
6. Implementation 7. Evaluation
Consultant
Note: The consultant provides support at each step—The client is involved in taking action at each step and is in control. Block’s Model
» (Reading Secondary data)
Observation
觀察
22
Data Collection: Methods 資料收集：方法
Interviews 訪問 Questionnaires 問卷 Observation 觀察
23
Preparation 預備工作
The interviewer 訪問者 The interviewee 被訪者 The environment 環境
諮詢過程 所帶出來的結果
7
Three Kinds of Consulting Skills 三種技巧
Technical skills 技術 Interpersonal skills 人際關係 Consulting skills 諮詢
8
Consultant Roles 顧問的角色
Expert 專家
(continued)
Summarize the issues總結 Close the meeting閉會
Thank participants for their contributions 多謝參予 Explain what will happen with the data 說明下一步 Communicate client’s intentions regarding feedback 解言客戶的想法
5
Problem 難題
The difference between what “is” and what “should be”
「應該」跟 「現在」的分別
The “gap” 統稱「斷層」
6
An Intervention
The goal or end product of a consulting activity
Individuals or Groups . . .
個人或組織
With authority to implement your recommendations 有權去執行建議
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係的
Build client credibility and maintain strong client relationships throughout the consulting process. 在客戶心中建立聲譽及良好的關係
2
Overview
Fundamentals of consulting 管理諮詢的基本概念 Peter Block’s model 彼得模式 Key principles in consulting flawlessly 顧問的主要原則
31
Creating Questionnaires 問卷
Determine what you need to know 要的資料
跟客戶先溝通才訂出最後版本
28
Ground Rules 規則
All points of view are encouraged and accepted所有的看法均被鼓勵及接受 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 29
Follow the guide
按規
Encourage participation
鼓勵發言
Listen, elicit elaboration, gatekeep聆聽總 結
Limit own statements Test for consensus
客觀 30
尋找共識
Facilitator Tasks引導者的工作
Schedule 時間表 Roles 角色 Evaluation 評估 Next steps 將來的執行
21
Data Collection 資料收集
One-to-one interviewing
一對一的面談 Focus groups Questionnaires Data analysis
專注小組 問卷 資料分折
25
Focus Group: Characteristics 專注小組：組織
Lasts 1–2 hours
一至兩小時
Consists of 8–12 people who:每組8~12人
»Have particular knowledge/experience with the topic, or
訂定合約
15
Exploration MeetHale Waihona Puke ng: Goals 機會開發會議：目的
Collaborative consulting
relationship
建立可合作關係
Clearer image of: 澄清：
» the problem
難題
» how you can help
處理方法
» the requirements
»Get client’s view
建議
»Suggest how you can help
Identify parameters
找出
»Identify constraints, resources限制及資源
»Identify decision maker(s) 有權決定者
18
Exploration Meeting Process
9
Consultant Roles 顧問的角色
Collaborative 協作
10
Consulting Process
Entry/Contracting
進入及建立合約
Problem Identification/Analysis
確認及分析問題
Goal Setting and Planning
設定目標
項目範圍
»Get client’s view
客戶的看法
»Ask what’s happened so far 過去的發展
»Help clarify desired future state
了解將來的成果
17
Exploration Meeting Process
(continued)
Explore the help needed 發掘諮詢空間
Management Consulting Skills 企業管理諮詢技巧
Prof. David Mui
1
Objectives 課程目標
By the end of the program, you will be able to: 在完成本課程時, 你應能
Use systematic consulting processes in performing your role as a consultant.
13
Sources of Consulting Projects
The client 客戶 A “third party” 第三者引介 The consultant
顧客開發
14
Entry/Contracting Steps
Initial Contact
初步接觸
Exploration
開發內容
Contracting
Phase 1
Phase 2
Phase 3
Phase 4
Phase 5
12
Flawless Consulting
Partnering with clients 成為客戶的伙伴 Developing commitment for change 建立革新的委身 Acting authentically 真誠行動 Trusting yourself and your experience 自信
跟客戶商討
Clarify logistics
運行細節
Select participants 選擇成員
Clarify the client’s role 色
訂立客戶角
Discuss feedback with participants
討論結果
27
Focus Group: Steps
(continued)
Implementation
執行
Evaluation and Feedback
評估及回饋
Extension, Recycle, or Termination
再進展，或完結
Post-evaluation
跟進
11
Seven-Step Problem-Solving Model 解決難題模式
1. Problem Definition
成員對所討論的課題有一定的認識
»Share common characteristics有相近的背景
Conducted by a facilitator
「引導者」去帶領討論
26
Focus Group: Steps 專注小組：運作
Discuss the focus group with the client
Facilitator Tasks 引導者的工作
Conduct introductory activities 介紹
Introductions, purpose/objectives of
meeting, ground rules
目標及規則
Facilitate discussion of the issues引導討論
Agreement on: 協議內容
» The project goals (目的) » The project approach (方法) » The expectations of each party (期望)
20
Contract Elements
Background 背景 Project goals 項目目標 Suggested approach 方案
Draft a focus group guide
An introductory section The questions A closing section
寫下運行指引
引言介紹 問題 小結
Review the guide with the client and make modifications, as needed
資源
16
Exploration Meeting: Process 機會開發會議：流程
Begin/enhance the relationship 強化
»Demonstrate eagerness to help 願意幫助
»Express positive feelings 表達正面感覺
Scope the project
3
Consultant 顧問 / 諮詢師
A Professional Person . . .
一個專業人士
In a position to have some influence 有影響力
With no direct power to make changes 引發改革而沒有直接管理權
4
Clients 客戶
24
Interviewing Skills 訪問技巧
Establishing and maintaining rapport 建立信任 Questioning efficiently 有效發問 Listening and observing 聆聽及觀察 Taking notes and preparing summaries 筆錄及總結
(continued)
Agree on next steps 同意下一步
» What you will do 你會作的
» What the client will do 客戶會作的
» Set date for contract review 時間
19
Contracting Goals
Collaborative consulting relationship 協作的關係
Client
2. Data Collection
3. Analysis
5. Implementation
4. Decisions
Plans
6. Implementation 7. Evaluation
Consultant
Note: The consultant provides support at each step—The client is involved in taking action at each step and is in control. Block’s Model
» (Reading Secondary data)
Observation
觀察
22
Data Collection: Methods 資料收集：方法
Interviews 訪問 Questionnaires 問卷 Observation 觀察
23
Preparation 預備工作
The interviewer 訪問者 The interviewee 被訪者 The environment 環境
諮詢過程 所帶出來的結果
7
Three Kinds of Consulting Skills 三種技巧
Technical skills 技術 Interpersonal skills 人際關係 Consulting skills 諮詢
8
Consultant Roles 顧問的角色
Expert 專家
(continued)
Summarize the issues總結 Close the meeting閉會
Thank participants for their contributions 多謝參予 Explain what will happen with the data 說明下一步 Communicate client’s intentions regarding feedback 解言客戶的想法
5
Problem 難題
The difference between what “is” and what “should be”
「應該」跟 「現在」的分別
The “gap” 統稱「斷層」
6
An Intervention
The goal or end product of a consulting activity
Individuals or Groups . . .
個人或組織
With authority to implement your recommendations 有權去執行建議
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係的