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(shí),你應(yīng)能Usesystematicconsultingprocessesinperformingyourroleasaconsultant.

運(yùn)用系統(tǒng)化的管理諮詢程序Buildclientcredibilityandmaintainstrongclientrelationshipsthroughouttheconsultingprocess. 在客戶心中建立聲譽(yù)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(wèn)的主要原則3OverviewFundamentalsofconsulConsultant顧問(wèn)/諮詢師AProfessionalPerson...一個(gè)專業(yè)人士Inapositiontohavesomeinfluence

有影響力Withnodirectpowertomakechanges

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

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

被你所影響的對(duì)象的其中沒(méi)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(guò)程所帶出來(lái)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(wèn)的角色 Expert 專家9ConsultantRoles顧問(wèn)的角色9ConsultantRoles顧問(wèn)的角色Collaborative協(xié)作10ConsultantRoles顧問(wèn)的角色10ConsultingProcessEntry/Contracting 進(jìn)入及建立合約ProblemIdentification/Analysis 確認(rèn)及分析問(wèn)題GoalSettingandPlanning 設(shè)定目標(biāo)Implementation 執(zhí)行EvaluationandFeedback 評(píng)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(chéng)行動(dòng)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(jī)會(huì)開發(fā)會(huì)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(jī)會(huì)開ExplorationMeeting:Process

機(jī)會(huì)開發(fā)會(huì)議：流程Begin/enhancetherelationship 強(qiáng)化Demonstrateeagernesstohelp願(yuàn)意幫助Expresspositivefeelings表達(dá)正面感覺(jué)Scopetheproject 項(xiàng)目範(fàn)圍Getclient’sview 客戶的看法Askwhat’shappenedsofar 過(guò)去的發(fā)展Helpclarifydesiredfuturestate 了解將來(lái)的成果17ExplorationMeeting:Process

機(jī)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(huì)作的Whattheclientwilldo

客戶會(huì)作的Setdateforcontractreview

時(shí)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(xiàng)目目標(biāo)Suggestedapproach

方案Schedule

時(shí)間表Roles

角色Evaluation

評(píng)估Nextsteps

將來(lái)的執(zhí)行21ContractElementsBackgroundDataCollection資料收集One-to-oneinterviewing 一對(duì)一的面談Focusgroups 專注小組Questionnaires 問(wèn)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(wèn)Questionnaires

問(wèn)卷Observation

觀察23DataCollection:Methods

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

訪問(wèn)者Theinterviewee

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

訪問(wèn)技巧Establishingandmaintainingrapport

建立信任Questioningefficiently

有效發(fā)問(wèn)Listeningandobserving

聆聽及觀察Takingnotesandpreparingsummaries

筆錄及總結(jié)25InterviewingSkills

訪問(wèn)技巧EstablFocusGroup:Characteristics

專注小組：組織Lasts1–2hours 一至兩小時(shí)Consistsof8–12peoplewho:每組8~12人Haveparticularknowledge/experiencewiththetopic,or 成員對(duì)所討論的課題有一定的認(rèn)識(shí)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(yùn)作Discussthefocusgroupwiththeclient

跟客戶商討Clarifylogistics 運(yùn)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(yùn)作DiscFocusGroup:Steps

(continued)Draftafocusgroupguide寫下運(yùn)行指引Anintroductorysection 引言介紹Thequestions 問(wèn)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(lì)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(duì)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(lì)發(fā)言Listen,elicitelaboration,gatekeep聆聽總結(jié)Limitownstatements 客觀Testforconsensus 尋找共識(shí)30FacilitatorTasks

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

(continued)Summarizetheissues總結(jié)Closethemeeting閉會(huì)Thankparticipantsfortheircontributions

多謝參予Explainwhatwillhappenwiththedata

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

(contiCreatingQuestionnaires

問(wèn)卷Determinewhatyouneedtoknow 要的資料Choosearesponseformat 形式Writethequestions 問(wèn)題Prepareasummarysheet 預(yù)備論點(diǎn)Pilottest/revisequestions 測(cè)試Developintroduction 介紹32CreatingQuestionnaires

問(wèn)卷DeteFeedback回饋Feedbackprinciples

回饋原則Feedbackmeetings 回饋會(huì)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(shuō)明Isitlimited? 有限制Isitimpactable? 影響Isitcomparative? 對(duì)比性Isitunfinalized? 定點(diǎn)性36FeedbackCriteria

回饋的條件IsitrPresentingFeedbackData

簡(jiǎn)報(bào)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(zhǎng)線的Limitthedata(有選擇性)

37PresentingFeedbackData

簡(jiǎn)報(bào)PreWheel38Wheel38Change變革

Thenewexternalsituation 新的外在場(chǎng)景39Change變革39UnfreezingtheStatusQuoDesiredStateStatusQuoRestrainingForcesDrivingForcesTime40UnfreezingtheStatusQuoDesirTransition過(guò)渡Theinternalpsychologicalprocesspeoplegothrough人要經(jīng)過(guò)的心理過(guò)程41Transition過(guò)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?yàn)槭hathelps—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(qiáng)化，鼓勵(lì)45Beginnings從新開始Commitmenttot4646TypesofEvaluations

評(píng)估Processevaluations

過(guò)程Resultsevaluations 結(jié)果47TypesofEvaluations

評(píng)估47EvaluationPlanning

評(píng)估的計(jì)劃Whatdowewanttoknow? 要知的是甚麼Whatshouldbemeasuredtodeterminewhatwewanttoknow? 如何去量度Whereshouldthedatacomefrom,andhowshoulditbecollected? 資料何來(lái)Whenshouldwemeasure? 時(shí)間Whatwillbedonewiththeresults? 如何去處理結(jié)果48EvaluationPlanning

評(píng)估的計(jì)劃WhatKirkpatrickModelResultsData

結(jié)果ReactionData 反應(yīng)BehaviorData

行為L(zhǎng)earningData

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(shí),你應(yīng)能Usesystematicconsultingprocessesinperformingyourroleasaconsultant.

運(yùn)用系統(tǒng)化的管理諮詢程序Buildclientcredibilityandmaintainstrongclientrelationshipsthroughouttheconsultingprocess. 在客戶心中建立聲譽(yù)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(wèn)的主要原則52OverviewFundamentalsofconsulConsultant顧問(wèn)/諮詢師AProfessionalPerson...一個(gè)專業(yè)人士Inapositiontohavesomeinfluence

有影響力Withnodirectpowertomakechanges

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

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

被你所影響的對(duì)象的其中沒(méi)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(guò)程所帶出來(lái)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(wèn)的角色 Expert 專家58ConsultantRoles顧問(wèn)的角色9ConsultantRoles顧問(wèn)的角色Collaborative協(xié)作59ConsultantRoles顧問(wèn)的角色10ConsultingProcessEntry/Contracting 進(jìn)入及建立合約ProblemIdentification/Analysis 確認(rèn)及分析問(wèn)題GoalSettingandPlanning 設(shè)定目標(biāo)Implementation 執(zhí)行EvaluationandFeedback 評(píng)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(chéng)行動(dòng)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(jī)會(huì)開發(fā)會(huì)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(jī)會(huì)開ExplorationMeeting:Process

機(jī)會(huì)開發(fā)會(huì)議：流程Begin/enhancetherelationship 強(qiáng)化Demonstrateeagernesstohelp願(yuàn)意幫助Expresspositivefeelings表達(dá)正面感覺(jué)Scopetheproject 項(xiàng)目範(fàn)圍Getclient’sview 客戶的看法Askwhat’shappenedsofar 過(guò)去的發(fā)展Helpclarifydesiredfuturestate 了解將來(lái)的成果66ExplorationMeeting:Process

機(jī)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(huì)作的Whattheclientwilldo

客戶會(huì)作的Setdateforcontractreview

時(shí)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(xiàng)目目標(biāo)Suggestedapproach

方案Schedule

時(shí)間表Roles

角色Evaluation

評(píng)估Nextsteps

將來(lái)的執(zhí)行70ContractElementsBackgroundDataCollection資料收集One-to-oneinterviewing 一對(duì)一的面談Focusgroups 專注小組Questionnaires 問(wèn)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(wèn)Questionnaires

問(wèn)卷Observation

觀察72DataCollection:Methods

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

訪問(wèn)者Theinterviewee

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

訪問(wèn)技巧Establishingandmaintainingrapport

建立信任Questioningefficiently

有效發(fā)問(wèn)Listeningandobserving

聆聽及觀察Takingnotesandpreparingsummaries

筆錄及總結(jié)74InterviewingSkills

訪問(wèn)技巧EstablFocusGroup:Characteristics

專注小組：組織Lasts1–2hours 一至兩小時(shí)Consistsof8–12peoplewho:每組8~12人Haveparticularknowledge/experiencewiththetopic,or 成員對(duì)所討論的課題有一定的認(rèn)識(shí)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(yùn)作Discussthefocusgroupwiththeclient

跟客戶商討Clarifylogistics 運(yùn)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(yùn)作DiscFocusGroup:Steps

(continued)Draftafocusgroupguide寫下運(yùn)行指引Anintroductorysection 引言介紹Thequestions 問(wèn)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(lì)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(duì)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(lì)發(fā)言Listen,elicitelaboration,gatekeep聆聽總結(jié)Limitownstatements 客觀Testforconsensus 尋找共識(shí)79FacilitatorTasks

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

(continued)Summarizetheissues總結(jié)Closethemeeting閉會(huì)Thankparticipantsfortheircontributions

多謝參予Explainwhatwillhappenwiththedata

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

(contiCreatingQuestionnaires

問(wèn)卷Determinewhatyouneedtoknow 要的資料Choosearesponseformat 形式Writethequestions 問(wèn)題Prepareasummarysheet 預(yù)備論點(diǎn)Pilottest/revisequestions 測(cè)試Developintroduction 介紹81CreatingQuestionnaires

問(wèn)卷DeteFeedback回饋Feedbackprinciples

回饋原則Feedbackmeetings 回饋會(huì)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(shuō)明Isitlimited? 有限制Isitimpactable? 影響Isitcomparative? 對(duì)比性Isitunfinalized? 定點(diǎn)性85FeedbackCriteria

回饋的條件IsitrPresentingFeedbackData

簡(jiǎn)報(bào)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