Block or Schein?
“It is the client who owns the problem and the solution….responsibility comes down to them, not you.”
Who is Schein?
“After saying hello and hearing an initial statement of what the line manager is concerned about, you look the manager in the eye and say, So, what do you want from me?”
What is Step 3?
This process is a “series of mutual tests to see at what level each party can accept the other.”
What is Mutual Acceptance?
This person is in a position to have some influence over an individual, a group, or an organization but has no direct power to make changes or implement programs.
Who is Consultant?
This individual/group gets involved in various interviews, meetings, and other activities as the project evolve.
What is Intermediate Client?
“Contracts with external consultants are more often in writing because external consultants are trusted less than internal consultants, especially when it comes to money.”
Who is Block?
Peter Block advises you “to make personal statements of your feelings about being in this meeting with the client today. Ask them for the same.”
What is Step 1?
These are things you would like to have from the client but you can live without them.
What are Desirable Wants?
“I do not question the line manager's action plans and follow the client's instructions regardless of whether they make sense.”
Who is Pair of Hands?
They are aware of what is going on, who does not fit any of the above client definitions, and whose interests may be to slow down or stop the helping effort.
Who are Involved Non-Clients?
“Legal contracts contain two basic elements that apply to consulting relationships: mutual consent and valid consideration.”
Who is Block?
“The consultant needs to communicate an understanding of the problem in ways that acknowledge the unique aspects of the situation, respond to the seeming complexity of the situation, and speak to the client’s fear about being beyond help.”
What is Step 2?
This “experience usually begins before it begins: both the client and the consultant have images and expectations of the other person right from the outset, even before they meet.”
What is Entry?
“You don't really understand. The situation is much more complex.”
Who is Client/Line Manager?
Members of the organization/client system above, below, and in lateral relationships to the primary clients who will be affected by interventions but who are not aware that they will be impacted.
Who are Unwitting Clients?
“Access your ignorance….what’s going on that you don’t know about?”
Who is Schein?
“It looks as if we agree on how to proceed. I am really happy about that.”
What is Step 5?
This concept “directly addresses the issue of how motivated the support person and the line manager are to engage in a project together.”
What is Mutual Consent?
"I am a consultant who comes in, does something for the client, and then disappears."
Who is Expert?
Individual(s) who first contact the consultant with a request, question, or issue.
Who is Contact Client?
“The phrase “power over our clients” is a distortion of the more promising expectation to have power with our clients.”
“Most often, the consultant’s promise is a clear picture of what is happening in the client organization plus recommendations on how to improve things.”
What is Step 4?
This definition is “simply an explicit agreement of what the consultant and the client expect from each other and how they are going to work together.”
What is Contract?
"When I work with the client, the communication is two-way. We describe the problem and create and implement the solution."
Who is Collaborative?
They ultimately own the problem or issue being worked on; are typically also the ones who pay the consulting bills or whose budget covers the consultation project.
Who are Primary Client?