| 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 | |
| Table of Contents provided by Publisher. All Rights Reserved. |
