Introduction | |
Symbols used in this book | |
From managing change to managing surprise? | |
Support functions under attack | |
The opportunity What exactly is consultancy? | |
The difference between expert and process consulting | |
What is the difference between the internal and external consultant? | |
The characteristics of internal consultancy | |
Why use an internal consultant? | |
How to become an internal consultant | |
Time to convert and redirect | |
The art of client management | |
Understanding the key stages of the internal consulting process | |
Implementation Belbin's team roles - questionnaire | |
Marketing internal consultancy | |
Getting in and contracting with your client | |
Developing your marketing strategy | |
Conducting a client demand analysis | |
What clients look for Beginning to market yourself - recognising your starting point | |
Marketing to senior management | |
How to sell to senior management | |
Some practical tips to improve your marketing effort | |
Internal consultancy case study | |
Managing initial client meetings | |
The essential rules for managing initial client meetings | |
Things to avoid at initial meetings | |
How to convey respect, openness and understanding at an initial client meeting | |
Initial client meetings consultant's template | |
Initial terms of reference Writing client proposals Managing | |
Initial meetings checklist | |
Understanding and defining the client's problem | |
Desk research Interviewing clients | |
Managing the client interview | |
Group interviews | |
Types of interview questioning techniques Providing non-verbal encouragement during interviews | |
Using supportive statements | |
Counter-productive questions | |
Using questionnaires to gather information | |
Designing a questionnaire | |
Process mapping | |
Process analysis questions | |
Understanding and defining your client's problem - being client focused | |
Managing change | |
Understanding organizational change | |
Individual reactions to change | |
The change transition curve | |
Managing organizational change | |
Organizational change readiness assessment | |
Managing organizational change template Change management template - the critical success factors | |
Stakeholder Analysis | |
Managing organization change - a checklist of key questions to address | |
The critical questions to ask in change scenarios | |
Presenting client feedback Introduction to report writing | |
Different types of client report | |
Getting your report structure right A typical report structure | |
Writing a client report | |
Reviewing reports | |
Making client presentations | |
Presenting client feedback - being client focused | |
Implementing, reviewing and exiting projects | |
Project implementation | |
Project implementation - being client focused | |
Reviewing consultancy projects - being client focused | |
Evaluating consultancy projects | |
Summary | |
The internal consultant's toolkit | |
The consultant's toolkit Organization capability: effectiveness questionnaire - '7s' organization audit | |
Internal consultant skills - development needs checklist | |
Success factors in managing change | |
Change management action planning sheet | |
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