企業(yè)管理咨詢技巧課件

ManagementConsultingSkills

企業(yè)管理諮詢技巧Prof.DavidMui1ManagementConsultingSkills

企

Objectives課程目標(biāo)Bytheendoftheprogram,youwillbeableto:在完成本課程時,你應(yīng)能Usesystematicconsultingprocessesinperformingyourroleasaconsultant.

運用系統(tǒng)化的管理諮詢程序Buildclientcredibilityandmaintainstrongclientrelationshipsthroughouttheconsultingprocess. 在客戶心中建立聲譽及良好的關(guān)係2

Objectives課程目標(biāo)BytheendofOverviewFundamentalsofconsulting 管理諮詢的基本概念PeterBlock’smodel 彼得模式Keyprinciplesinconsultingflawlessly 顧問的主要原則3OverviewFundamentalsofconsulConsultant顧問/諮詢師AProfessionalPerson...一個專業(yè)人士Inapositiontohavesomeinfluence

有影響力Withnodirectpowertomakechanges

引發(fā)改革而沒有直接管理權(quán)4Consultant顧問/諮詢師AProfessioClients客戶IndividualsorGroups...個人或組織Withauthoritytoimplementyourrecommendations

有權(quán)去執(zhí)行建議Whomyouwanttoinfluence,withoutexercisingdirectcontrol

被你所影響的對象的其中沒有從屬關(guān)係的5Clients客戶IndividualsorGroupProblem難題Thedifferencebetweenwhat“is”andwhat“shouldbe”「應(yīng)該」跟「現(xiàn)在」的分別The“gap”統(tǒng)稱「斷層」6Problem難題ThedifferencebetweAnInterventionThegoalorendproductofaconsultingactivity諮詢過程所帶出來的結(jié)果7AnIntervention7ThreeKindsofConsultingSkills

三種技巧Technicalskills 技術(shù)Interpersonalskills

人際關(guān)係Consultingskills 諮詢8ThreeKindsofConsultingSkilConsultantRoles顧問的角色 Expert 專家9ConsultantRoles顧問的角色9ConsultantRoles顧問的角色Collaborative協(xié)作10ConsultantRoles顧問的角色10ConsultingProcessEntry/Contracting 進(jìn)入及建立合約ProblemIdentification/Analysis 確認(rèn)及分析問題GoalSettingandPlanning 設(shè)定目標(biāo)Implementation 執(zhí)行EvaluationandFeedback 評估及回饋Extension,Recycle,orTermination 再進(jìn)展，或完結(jié)Post-evaluation 跟進(jìn)11ConsultingProcessEntry/ContraSeven-StepProblem-SolvingModel

解決難題模式12Seven-StepProblem-SolvingModFlawlessConsultingPartneringwithclients

成為客戶的伙伴Developingcommitmentforchange

建立革新的委身Actingauthentically

真誠行動Trustingyourselfandyourexperience 自信13FlawlessConsultingPartneringSourcesofConsultingProjectsTheclient

客戶A“thirdparty”

第三者引介Theconsultant 顧客開發(fā)14SourcesofConsultingProjectsEntry/ContractingSteps

InitialContact

初步接觸Exploration

開發(fā)內(nèi)容Contracting訂定合約15Entry/ContractingSteps15ExplorationMeeting:Goals

機會開發(fā)會議：目的

Collaborativeconsulting relationship

建立可合作關(guān)係 Clearerimageof: 澄清：theproblem 難題howyoucanhelp 處理方法therequirements 資源

16ExplorationMeeting:Goals

機會開ExplorationMeeting:Process

機會開發(fā)會議：流程Begin/enhancetherelationship 強化Demonstrateeagernesstohelp願意幫助Expresspositivefeelings表達(dá)正面感覺Scopetheproject 項目範(fàn)圍Getclient’sview 客戶的看法Askwhat’shappenedsofar 過去的發(fā)展Helpclarifydesiredfuturestate 了解將來的成果17ExplorationMeeting:Process

機ExplorationMeetingProcess(continued)Explorethehelpneeded發(fā)掘諮詢空間Getclient’sview 建議SuggesthowyoucanhelpIdentifyparameters 找出Identifyconstraints,resources限制及資源Identifydecisionmaker(s) 有權(quán)決定者18ExplorationMeetingProcess(cExplorationMeetingProcess

(continued)Agreeonnextsteps 同意下一步Whatyouwilldo

你會作的Whattheclientwilldo

客戶會作的Setdateforcontractreview

時間19ExplorationMeetingProcess

(cContractingGoalsCollaborativeconsultingrelationship 協(xié)作的關(guān)係Agreementon: 協(xié)議內(nèi)容Theprojectgoals(目的)Theprojectapproach(方法)Theexpectationsofeachparty(期望)20ContractingGoalsCollaborativeContractElementsBackground

背景Projectgoals

項目目標(biāo)Suggestedapproach

方案Schedule

時間表Roles

角色Evaluation

評估Nextsteps

將來的執(zhí)行21ContractElementsBackgroundDataCollection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22DataCollection資料收集One-to-oneDataCollection:Methods

資料收集：方法Interviews

訪問Questionnaires

問卷Observation

觀察23DataCollection:Methods

資料收集：Preparation預(yù)備工作Theinterviewer

訪問者Theinterviewee

被訪者Theenvironment 環(huán)境24Preparation預(yù)備工作TheintervieweInterviewingSkills

訪問技巧Establishingandmaintainingrapport

建立信任Questioningefficiently

有效發(fā)問Listeningandobserving

聆聽及觀察Takingnotesandpreparingsummaries

筆錄及總結(jié)25InterviewingSkills

訪問技巧EstablFocusGroup: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(rèn)識Sharecommoncharacteristics有相近的背景Conductedbyafacilitator

「引導(dǎo)者」去帶領(lǐng)討論26FocusGroup:Characteristics

專FocusGroup:Steps

專注小組：運作Discussthefocusgroupwiththeclient

跟客戶商討Clarifylogistics 運行細(xì)節(jié)Selectparticipants 選擇成員Clarifytheclient’srole 訂立客戶角色Discussfeedbackwithparticipants 討論結(jié)果27FocusGroup:Steps

專注小組：運作DiscFocusGroup:Steps

(continued)Draftafocusgroupguide寫下運行指引Anintroductorysection 引言介紹Thequestions 問題Aclosingsection 小結(jié)Reviewtheguidewiththeclientandmakemodifications,asneeded

跟客戶先溝通才訂出最後版本28FocusGroup:Steps

(continued)GroundRules規(guī)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(fā)言Disagreementisok,butnopersonalattacks可以反對別人的看法,但不可作出人身攻擊Confidentialitywillbemaintained保密29GroundRules規(guī)則AllpointsofvFacilitatorTasks

引導(dǎo)者的工作Conductintroductoryactivities 介紹Introductions,purpose/objectivesofmeeting,groundrules 目標(biāo)及規(guī)則Facilitatediscussionoftheissues引導(dǎo)討論Followtheguide 按規(guī)Encourageparticipation 鼓勵發(fā)言Listen,elicitelaboration,gatekeep聆聽總結(jié)Limitownstatements 客觀Testforconsensus 尋找共識30FacilitatorTasks

引導(dǎo)者的工作ConducFacilitatorTasks引導(dǎo)者的工作

(continued)Summarizetheissues總結(jié)Closethemeeting閉會Thankparticipantsfortheircontributions

多謝參予Explainwhatwillhappenwiththedata

說明下一步Communicateclient’sintentionsregardingfeedback 解言客戶的想法31FacilitatorTasks引導(dǎo)者的工作

(contiCreatingQuestionnaires

問卷Determinewhatyouneedtoknow 要的資料Choosearesponseformat 形式Writethequestions 問題Prepareasummarysheet 預(yù)備論點Pilottest/revisequestions 測試Developintroduction 介紹32CreatingQuestionnaires

問卷DeteFeedback回饋Feedbackprinciples

回饋原則Feedbackmeetings 回饋會議33Feedback回饋33PossibleEffectsofFeedback(UsedwiththepermissionofDavidNadler)34PossibleEffectsofFeedback34ExpressionsofResistance

反抗的表現(xiàn)

Denythedata否定資料Denyresponsibility否定責(zé)任35ExpressionsofResistance

反抗的表FeedbackCriteria

回饋的條件Isitrelevant? 相關(guān)Isitunderstandable? 理解Isitdescriptive? 說明Isitlimited? 有限制Isitimpactable? 影響Isitcomparative? 對比性Isitunfinalized? 定點性36FeedbackCriteria

回饋的條件IsitrPresentingFeedbackData

簡報Presentpositivedatafirst先道出正面資料Orderyourfindings/recommendations

排列結(jié)果及建議Highestpayoffsfirst 高效率為先Quickfixes,thenlong-termsolutions 快速成效次之，最後為長線的Limitthedata(有選擇性)

37PresentingFeedbackData

簡報PreWheel38Wheel38Change變革

Thenewexternalsituation 新的外在場景39Change變革39UnfreezingtheStatusQuoDesiredStateStatusQuoRestrainingForcesDrivingForcesTime40UnfreezingtheStatusQuoDesirTransition過渡Theinternalpsychologicalprocesspeoplegothrough人要經(jīng)過的心理過程41Transition過渡TheinternalpsycBridges’ChangeModel

碧斯的變革模式離開舊有 中立區(qū) 從新開始 42Bridges’ChangeModel

碧斯的變革模式離Endings離開舊有Lettinggoofthepast放手Predominantemotionisfear—losingsomethingofvalue主要的反應(yīng)是恐驚：因為失去Whathelps—two-waycommunication,empathy,involvement幫助：雙向溝通了解，讓其參予43Endings離開舊有LettinggooftheNeutralZone中立區(qū)Tryingoutthechange嘗試Predominantemotionisconfusion—Willitwork?WillIsucceed?情緒：迷網(wǎng)，可行嗎？Whathelps—two-waycommunication,empathy,involvement幫助：雙向溝通了解，讓其參予44NeutralZone中立區(qū)TryingouttheBeginnings從新開始Commitmenttothechange委身於變革Positiveattitudesprevail—thechangeisworkingout開始轉(zhuǎn)為正面積極Whathelps—Reinforcementofefforts,celebrationsofsuccess幫助：強化，鼓勵45Beginnings從新開始Commitmenttot4646TypesofEvaluations

評估Processevaluations

過程Resultsevaluations 結(jié)果47TypesofEvaluations

評估47EvaluationPlanning

評估的計劃Whatdowewanttoknow? 要知的是甚麼Whatshouldbemeasuredtodeterminewhatwewanttoknow? 如何去量度Whereshouldthedatacomefrom,andhowshoulditbecollected? 資料何來Whenshouldwemeasure? 時間Whatwillbedonewiththeresults? 如何去處理結(jié)果48EvaluationPlanning

評估的計劃WhatKirkpatrickModelResultsData

結(jié)果ReactionData 反應(yīng)BehaviorData

行為LearningData

學(xué)習(xí)49KirkpatrickModelResultsData4ManagementConsultingSkills

企業(yè)管理諮詢技巧Prof.DavidMui50ManagementConsultingSkills

企

Objectives課程目標(biāo)Bytheendoftheprogram,youwillbeableto:在完成本課程時,你應(yīng)能Usesystematicconsultingprocessesinperformingyourroleasaconsultant.

運用系統(tǒng)化的管理諮詢程序Buildclientcredibilityandmaintainstrongclientrelationshipsthroughouttheconsultingprocess. 在客戶心中建立聲譽及良好的關(guān)係51

Objectives課程目標(biāo)BytheendofOverviewFundamentalsofconsulting 管理諮詢的基本概念PeterBlock’smodel 彼得模式Keyprinciplesinconsultingflawlessly 顧問的主要原則52OverviewFundamentalsofconsulConsultant顧問/諮詢師AProfessionalPerson...一個專業(yè)人士Inapositiontohavesomeinfluence

有影響力Withnodirectpowertomakechanges

引發(fā)改革而沒有直接管理權(quán)53Consultant顧問/諮詢師AProfessioClients客戶IndividualsorGroups...個人或組織Withauthoritytoimplementyourrecommendations

有權(quán)去執(zhí)行建議Whomyouwanttoinfluence,withoutexercisingdirectcontrol

被你所影響的對象的其中沒有從屬關(guān)係的54Clients客戶IndividualsorGroupProblem難題Thedifferencebetweenwhat“is”andwhat“shouldbe”「應(yīng)該」跟「現(xiàn)在」的分別The“gap”統(tǒng)稱「斷層」55Problem難題ThedifferencebetweAnInterventionThegoalorendproductofaconsultingactivity諮詢過程所帶出來的結(jié)果56AnIntervention7ThreeKindsofConsultingSkills

三種技巧Technicalskills 技術(shù)Interpersonalskills

人際關(guān)係Consultingskills 諮詢57ThreeKindsofConsultingSkilConsultantRoles顧問的角色 Expert 專家58ConsultantRoles顧問的角色9ConsultantRoles顧問的角色Collaborative協(xié)作59ConsultantRoles顧問的角色10ConsultingProcessEntry/Contracting 進(jìn)入及建立合約ProblemIdentification/Analysis 確認(rèn)及分析問題GoalSettingandPlanning 設(shè)定目標(biāo)Implementation 執(zhí)行EvaluationandFeedback 評估及回饋Extension,Recycle,orTermination 再進(jìn)展，或完結(jié)Post-evaluation 跟進(jìn)60ConsultingProcessEntry/ContraSeven-StepProblem-SolvingModel

解決難題模式61Seven-StepProblem-SolvingModFlawlessConsultingPartneringwithclients

成為客戶的伙伴Developingcommitmentforchange

建立革新的委身Actingauthentically

真誠行動Trustingyourselfandyourexperience 自信62FlawlessConsultingPartneringSourcesofConsultingProjectsTheclient

客戶A“thirdparty”

第三者引介Theconsultant 顧客開發(fā)63SourcesofConsultingProjectsEntry/ContractingSteps

InitialContact

初步接觸Exploration

開發(fā)內(nèi)容Contracting訂定合約64Entry/ContractingSteps15ExplorationMeeting:Goals

機會開發(fā)會議：目的

Collaborativeconsulting relationship

建立可合作關(guān)係 Clearerimageof: 澄清：theproblem 難題howyoucanhelp 處理方法therequirements 資源

65ExplorationMeeting:Goals

機會開ExplorationMeeting:Process

機會開發(fā)會議：流程Begin/enhancetherelationship 強化Demonstrateeagernesstohelp願意幫助Expresspositivefeelings表達(dá)正面感覺Scopetheproject 項目範(fàn)圍Getclient’sview 客戶的看法Askwhat’shappenedsofar 過去的發(fā)展Helpclarifydesiredfuturestate 了解將來的成果66ExplorationMeeting:Process

機ExplorationMeetingProcess(continued)Explorethehelpneeded發(fā)掘諮詢空間Getclient’sview 建議SuggesthowyoucanhelpIdentifyparameters 找出Identifyconstraints,resources限制及資源Identifydecisionmaker(s) 有權(quán)決定者67ExplorationMeetingProcess(cExplorationMeetingProcess

(continued)Agreeonnextsteps 同意下一步Whatyouwilldo

你會作的Whattheclientwilldo

客戶會作的Setdateforcontractreview

時間68ExplorationMeetingProcess

(cContractingGoalsCollaborativeconsultingrelationship 協(xié)作的關(guān)係Agreementon: 協(xié)議內(nèi)容Theprojectgoals(目的)Theprojectapproach(方法)Theexpectationsofeachparty(期望)69ContractingGoalsCollaborativeContractElementsBackground

背景Projectgoals

項目目標(biāo)Suggestedapproach

方案Schedule

時間表Roles

角色Evaluation

評估Nextsteps

將來的執(zhí)行70ContractElementsBackgroundDataCollection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71DataCollection資料收集One-to-oneDataCollection:Methods

資料收集：方法Interviews

訪問Questionnaires

問卷Observation

觀察72DataCollection:Methods

資料收集：Preparation預(yù)備工作Theinterviewer

訪問者Theinterviewee

被訪者Theenvironment 環(huán)境73Preparation預(yù)備工作TheintervieweInterviewingSkills

訪問技巧Establishingandmaintainingrapport

建立信任Questioningefficiently

有效發(fā)問Listeningandobserving

聆聽及觀察Takingnotesandpreparingsummaries

筆錄及總結(jié)74InterviewingSkills

訪問技巧EstablFocusGroup: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(rèn)識Sharecommoncharacteristics有相近的背景Conductedbyafacilitator

「引導(dǎo)者」去帶領(lǐng)討論75FocusGroup:Characteristics

專FocusGroup:Steps

專注小組：運作Discussthefocusgroupwiththeclient

跟客戶商討Clarifylogistics 運行細(xì)節(jié)Selectparticipants 選擇成員Clarifytheclient’srole 訂立客戶角色Discussfeedbackwithparticipants 討論結(jié)果76FocusGroup:Steps

專注小組：運作DiscFocusGroup:Steps

(continued)Draftafocusgroupguide寫下運行指引Anintroductorysection 引言介紹Thequestions 問題Aclosingsection 小結(jié)Reviewtheguidewiththeclientandmakemodifications,asneeded

跟客戶先溝通才訂出最後版本77FocusGroup:Steps

(continued)GroundRules規(guī)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(fā)言Disagreementisok,butnopersonalattacks可以反對別人的看法,但不可作出人身攻擊Confidentialitywillbemaintained保密78GroundRules規(guī)則AllpointsofvFacilitatorTasks

引導(dǎo)者的工作Conductintroductoryactivities 介紹Introductions,purpose/objectivesofmeeting,groundrules 目標(biāo)及規(guī)則Facilitatediscussionoftheissues引導(dǎo)討論Followtheguide 按規(guī)Encourageparticipation 鼓勵發(fā)言Listen,elicitelaboration,gatekeep聆聽總結(jié)Limitownstatements 客觀Testforconsensus 尋找共識79FacilitatorTasks

引導(dǎo)者的工作ConducFacilitatorTasks引導(dǎo)者的工作

(continued)Summarizetheissues總結(jié)Closethemeeting閉會Thankparticipantsfortheircontributions

多謝參予Explainwhatwillhappenwiththedata

說明下一步Communicateclient’sintentionsregardingfeedback 解言客戶的想法80FacilitatorTasks引導(dǎo)者的工作

(contiCreatingQuestionnaires

問卷Determinewhatyouneedtoknow 要的資料Choosearesponseformat 形式Writethequestions 問題Prepareasummarysheet 預(yù)備論點Pilottest/revisequestions 測試Developintroduction 介紹81CreatingQuestionnaires

問卷DeteFeedback回饋Feedbackprinciples

回饋原則Feedbackmeetings 回饋會議82Feedback回饋33PossibleEffectsofFeedback(UsedwiththepermissionofDavidNadler)83PossibleEffectsofFeedback34ExpressionsofResistance

反抗的表現(xiàn)

Denythedata否定資料Denyresponsibility否定責(zé)任84ExpressionsofResistance

反抗的表FeedbackCriteria

回饋的條件Isitrelevant? 相關(guān)Isitunderstandable? 理解Isitdescriptive? 說明Isitlimited? 有限制Isitimpactable? 影響Isitcomparative? 對比性Isitunfinalized? 定點性85FeedbackCriteria

回饋的條件IsitrPresentingFeedbackData

簡報Presentpositivedatafirst先道出正面資料Orderyourfindings/recommendations

排列結(jié)果及建議Highestpayoffsfirst 高效率為先Quickfixes,then