企业管理咨询技巧

Click to edit Master title style,Click to edit Master text styles,Second Level,Third Level,Fourth Level,Fifth Level,*,Management Consulting Skills,企業管理諮詢技巧,Prof.David Mui,1,Objectives,課程目標,By the endof the program,you will beableto:,在完成本課,程,程時,你,應,應能,Use systematicconsultingprocessesin performingyourroleas aconsultant.,運用系統化,的,的,管理諮詢程,序,序,Buildclient credibilityand maintain strongclient relationshipsthroughout theconsulting process.,在客戶心中,建,建立聲譽及,良,良好的關係,2,Overview,Fundamentals ofconsulting,管理諮詢的,基,基本概念,PeterBlocks model,彼得模式,Key principlesin consulting flawlessly,顧問的主要,原,原則,3,Consultant,顧問/,諮,諮詢師,A ProfessionalPerson.,一個專業人,士,士,In aposition to have some influence,有影響,力,Withno directpowerto make changes,引發改革而,沒,沒有直接管,理,理權,4,Clients,客戶,Individuals orGroups.,個人或組織,Withauthorityto implement your recommendations,有權去執行,建,建議,Whomyou want to influence,withoutexercising direct control,被你所影響,的,的對象的其,中,中沒有從屬,關,關係的,5,Problem,難題,The differencebetween 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 endproduct,of aconsultingactivity,諮詢過程,所帶出來的,結,結果,7,ThreeKinds ofConsultingSkills,三種技巧,Technicalskills,技術,Interpersonal skills,人際關係,Consultingskills,諮詢,8,ConsultantRoles,顧問的角色,Expert,專家,9,ConsultantRoles,顧問的角色,Collaborative,協作,10,ConsultingProcess,Entry/Contracting,進入及建立,合,合約,Problem Identification/Analysis,確認及分析,問,問題,GoalSetting and Planning,設定目標,Implementation,執行,EvaluationandFeedback,評估及回饋,Extension,Recycle,or Termination,再進展，或,完,完結,Post-evaluation,跟進,11,Seven-StepProblem-Solving Model,解決難題模,式,式,12,Flawless Consulting,Partneringwithclients,成為客戶的,伙,伙伴,Developingcommitment forchange,建立革新的,委,委身,Acting authentically,真誠行動,Trusting yourself and your experience,自信,13,Sources ofConsulting 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,訂定合約,15,Exploration Meeting:Goals,機會開發會,議,議：目的,Collaborative consulting,relationship,建立可合作,關,關係,Clearer image of:,澄清：,the problem,難題,how you can help,處理方法,the requirements,資源,16,Exploration Meeting:Process,機會開發會,議,議：流程,Begin/enhance the relationship,強化,Demonstrate eagerness tohelp,願意幫助,Express positive feelings,表達正面感,覺,覺,Scopetheproject,項目範圍,Get client,s view,客戶的看法,Ask whatshappenedso far,過去的發展,Helpclarify desiredfuture state,了解將來的,成,成果,17,Exploration MeetingProcess,(continued),Explore the help needed,發掘諮詢空,間,間,Get client,s view,建議,Suggest how youcanhelp,Identify parameters,找出,Identify constraints,resources,限制及資源,Identify decision maker(s),有權決定者,18,Exploration MeetingProcess,(continued),Agreeon next steps,同意下一步,Whatyou will do,你會作的,Whatthe clientwilldo,客戶會作的,Set date for contract review,時間,19,Contracting Goals,Collaborative consultingrelationship,協作的關係,Agreementon:,協議內容,The project goals(,目的),The project approach(,方法),The expectations ofeachparty,(期望),20,Contract Elements,Background,背景,Project goals,項目目標,Suggestedapproach,方案,Schedule,時間表,Roles,角色,Evaluation,評估,Nextsteps,將來的執行,21,DataCollection,資料收集,One-to-oneinterviewing,一對一的面,談,談,Focus groups,專注小組,Questionnaires,問卷,Dataanalysis,資料分折,(ReadingSecondary data),Observation,觀察,22,DataCollection:Methods,資料收集,：,：方法,Interviews,訪問,Questionnaires,問卷,Observation,觀察,23,Preparation,預備工作,Theinterviewer,訪問者,Theinterviewee,被訪者,Theenvironment,環境,24,InterviewingSkills,訪問技巧,Establishingandmaintainingrapport,建立信任,Questioningefficiently,有效發問,Listening and observing,聆聽及觀,察,察,Taking notesandpreparing summaries,筆錄及總,結,結,25,Focus Group:Characteristics,專注小組,：,：組織,Lasts 12 hours,一至兩小,時,時,Consistsof812peoplewho:,每組812人,Haveparticularknowledge/experiencewith the topic,or,成員對所,討,討論的課,題,題有一定,的,的認識,Share commoncharacteristics,有相近的,背,背景,Conducted bya facilitator,引導者,去帶領,討,討論,26,Focus Group:Steps,專注小組,：,：運作,Discussthefocus groupwiththeclient,跟客戶商,討,討,Clarifylogistics,運行細節,Select participants,選擇成員,Clarify theclient,s role,訂立客戶角色,Discuss feedback with participants,討論結果,27,FocusGroup:Steps,(continued),Drafta focus group guide,寫下運行指引,An introductory section,引言介紹,The questions,問題,A closing section,小結,Reviewthe guide with the client andmakemodifications,asneeded,跟客戶先溝通,才,才訂出最後版,本,本,28,GroundRules,規則,All points of vieware encouraged and accepted,所有的看法均,被,被鼓勵及接受,Silence is OK,靜默是可接受,One person speaksat a time,每次只有一人,發,發言,Disagreementis ok,butno personalattacks,可以反對別人,的,的看法,但不,可,可作出人身攻,擊,擊,Confidentiality will bemaintained,保密,29,FacilitatorTasks,引導者的工作,Conduct introductory activities,介紹,Introductions,purpose/objectives ofmeeting,ground rules,目標及規則,Facilitate discussion ofthe issues,引導討論,Followthe guide,按規,Encourage participation,鼓勵發言,Listen,elicit elaboration,gatekeep,聆聽總結,Limitown statements,客觀,Test for consensus,尋找共識,30,FacilitatorTasks,引導者的工作,(continued),Summarize the issues,總結,Closethe meeting,閉會,Thankparticipantsfor their contributions,多謝參予,Explain whatwillhappenwiththe data,說明下一步,Communicateclient,s intentions regardingfeedback,解言客戶的想,法,法,31,Creating Questionnaires,問卷,Determine what youneedto know,要的資料,Choosea responseformat,形式,Writethe questions,問題,Pre