企业管理谘询技巧

1ManagementConsultingSkills企業管理諮詢技巧Prof.DavidMui2Objectives課程目標Bytheendoftheprogram,youwillbeableto:在完成本課程時,你應能Usesystematicconsultingprocessesinperformingyourroleasaconsultant.運用系統化的管理諮詢程序Buildclientcredibilityandmaintainstrongclientrelationshipsthroughouttheconsultingprocess.在客戶心中建立聲譽及良好的關係3OverviewFundamentalsofconsulting管理諮詢的基本概念PeterBlock’smodel彼得模式Keyprinciplesinconsultingflawlessly顧問的主要原則4Consultant顧問/諮詢師AProfessionalPerson...一個專業人士Inapositiontohavesomeinfluence有影響力Withnodirectpowertomakechanges引發改革而沒有直接管理權5Clients客戶IndividualsorGroups...個人或組織Withauthoritytoimplementyourrecommendations有權去執行建議Whomyouwanttoinfluence,withoutexercisingdirectcontrol被你所影響的對象的其中沒有從屬關係的6Problem難題Thedifferencebetweenwhat“is”andwhat“shouldbe”「應該」跟「現在」的分別The“gap”統稱「斷層」7AnInterventionThegoalorendproductofaconsultingactivity諮詢過程所帶出來的結果8ThreeKindsofConsultingSkills三種技巧Technicalskills技術Interpersonalskills人際關係Consultingskills諮詢9ConsultantRoles顧問的角色Expert專家10ConsultantRoles顧問的角色Collaborative協作11ConsultingProcessEntry/Contracting進入及建立合約ProblemIdentification/Analysis確認及分析問題GoalSettingandPlanning設定目標Implementation執行EvaluationandFeedback評估及回饋Extension,Recycle,orTermination再進展，或完結Post-evaluation跟進12Seven-StepProblem-SolvingModel解決難題模式1.ProblemDefinition2.DataCollection3.Analysis4.Decisions5.ImplementationPlans6.Implementation7.EvaluationClientConsultantNote:Theconsultantprovidessupportateachstep—Theclientisinvolvedintakingactionateachstepandisincontrol.Block’sModelPhase1Phase2Phase3Phase4Phase513FlawlessConsultingPartneringwithclients成為客戶的伙伴Developingcommitmentforchange建立革新的委身Actingauthentically真誠行動Trustingyourselfandyourexperience自信14SourcesofConsultingProjectsTheclient客戶A“thirdparty”第三者引介Theconsultant顧客開發15Entry/ContractingStepsInitialContact初步接觸Exploration開發內容Contracting訂定合約16ExplorationMeeting:Goals機會開發會議：目的Collaborativeconsultingrelationship建立可合作關係Clearerimageof:澄清：»theproblem難題»howyoucanhelp處理方法»therequirements資源17ExplorationMeeting:Process機會開發會議：流程Begin/enhancetherelationship強化»Demonstrateeagernesstohelp願意幫助»Expresspositivefeelings表達正面感覺Scopetheproject項目範圍»Getclient’sview客戶的看法»Askwhat’shappenedsofar過去的發展»Helpclarifydesiredfuturestate了解將來的成果18ExplorationMeetingProcess(continued)Explorethehelpneeded發掘諮詢空間»Getclient’sview建議»SuggesthowyoucanhelpIdentifyparameters找出»Identifyconstraints,resources限制及資源»Identifydecisionmaker(s)有權決定者19ExplorationMeetingProcess(continued)Agreeonnextsteps同意下一步»Whatyouwilldo你會作的»Whattheclientwilldo客戶會作的»Setdateforcontractreview時間20ContractingGoalsCollaborativeconsultingrelationship協作的關係Agreementon:協議內容»Theprojectgoals(目的)»Theprojectapproach(方法)»Theexpectationsofeachparty(期望)21ContractElementsBackground背景Projectgoals項目目標Suggestedapproach方案Schedule時間表Roles角色Evaluation評估Nextsteps將來的執行22DataCollection資料收集One-to-oneinterviewing一對一的面談Focusgroups專注小組Questionnaires問卷Dataanalysis資料分折»(ReadingSecondarydata)Observation觀察23DataCollection:Methods資料收集：方法Interviews訪問Questionnaires問卷Observation觀察24Preparation預備工作Theinterviewer訪問者Theinterviewee被訪者Theenvironment環境25InterviewingSkills訪問技巧Establishingandmaintainingrapport建立信任Questioningefficiently有效發問Listeningandobserving聆聽及觀察Takingnotesandpreparingsummaries筆錄及總結26FocusGroup:Characteristics專注小組：組織Lasts1–2hours一至兩小時Consistsof8–12peoplewho:每組8~12人»Haveparticularknowledge/experiencewiththetopic,or成員對所討論的課題有一定的認識»Sharecommoncharacteristics有相近的背景Conductedbyafacilitator「引導者」去帶領討論27FocusGroup:Steps專注小組：運作Discussthefocusgroupwiththeclient跟客戶商討Clarifylogistics運行細節Selectparticipants選擇成員Clarifytheclient’srole訂立客戶角色Discussfeedbackwithparticipants討論結果28FocusGroup:Steps(continued)Draftafocusgroupguide寫下運行指引Anintroductorysection引言介紹Thequestions問題Aclosingsection小結Reviewtheguidewiththeclientandmakemodifications,asneeded跟客戶先溝通才訂出最後版本29GroundRules規則Allpointsofviewareencouragedandaccepted所有的看法均被鼓勵及接受SilenceisOK靜默是可接受Onepersonspeaksatatime每次只有一人發言Disagreementisok,butnopersonalattacks可以反對別人的看法,但不可作出人身攻擊Confidentialitywillbemaintained保密30FacilitatorTasks引導者的工作Conductintroductoryactivities介紹Introductions,purpose/objectivesofmeeting,groundrules目標及規則Facilitatediscussionoftheissues引導討論Followtheguide按規Encourageparticipation鼓勵發言Listen,elicitelaboration,gatekeep聆聽總結Limitownstatements客觀Testforconsensus尋找共識31FacilitatorTasks引導者的工作(continued)Summarizetheissues總結Closethemeeting閉會Thankparticipantsfortheircontributions多謝參予Explainwhatwillhappenwiththedata說明下一步Communicateclient’sintentionsregardingfeedback解言客戶的想法32CreatingQuestionnaires問卷Determinewhatyouneedtoknow要的資料Choosearesponseformat形式Writethequestions問題Prepareasummarysheet預備論點Pilottest/revisequestions測試Developintroduction介紹33Feedback回饋Feedbackprinciples回饋原則Feedbackmeetings回饋會議34PossibleEffectsofFeedback(UsedwiththepermissionofDavidNadler)FeedbackEnergy?PositiveDirection?Structures/Processes?NoChangeYesYesYesYesNoNoNoNoChangeNoChangeChange35ExpressionsofResistance反抗的表現Denythedata否定資料Denyresponsibility否定責任36FeedbackCriteria回饋的條件Isitrelevant?相關Isitunderstandable?