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THECONSULTANT’STOOLKITHigh-ImpactQuestionnaires,Activities,andHow-toGuidesforDiagnosingandSolvingClientProblemsMelSilbermanMcGraw-HillNewYorkSanFranciscoWashington,D.C.AucklandBogotáCaracasLisbonLondonMadridMexicoCityMilanMontrealNewDelhiSanJuanSingaporeSydneyTokyoTorontoCopyright©2001byTheMcGraw-HillCompanies.Allrightsreserved.ManufacturedintheUnitedStatesofAmerica.Exceptasper-mittedundertheUnitedStatesCopyrightActof1976,nopartofthispublicationmaybereproducedordistributedinanyformorbyanymeans,orstoredinadatabaseorretrievalsystem,withoutthepriorwrittenpermissionofthepublisher.0-07-139498-2ThematerialinthiseBookalsoappearsintheprintversionofthistitle:0-07-136261-4.Alltrademarksaretrademarksoftheirrespectiveowners.Ratherthanputatrademarksymbolaftereveryoccurrenceofatrade-markedname,weusenamesinaneditorialfashiononly,andtothebenefitofthetrademarkowner,withnointentionofinfringe-mentofthetrademark.Wheresuchdesignationsappearinthisbook,theyhavebeenprintedwithinitialcaps.McGraw-HilleBooksareavailableatspecialquantitydiscountstouseaspremiumsandsalespromotions,orforuseincorporatetrainingprograms.Formoreinformation,pleasecontactGeorgeHoare,SpecialSales,[e-mail][phone].TERMSOFUSEThisisacopyrightedworkandTheMcGraw-HillCompanies,Inc.(“McGraw-Hill”)anditslicensorsreserveallrightsinandtothework.Useofthisworkissubjecttotheseterms.ExceptaspermittedundertheCopyrightActof1976andtherighttostoreandretrieveonecopyofthework,youmaynotdecompile,disassemble,reverseengineer,reproduce,modify,createderivativeworksbasedupon,transmit,distribute,disseminate,sell,publishorsublicensetheworkoranypartofitwithoutMcGraw-Hill’spriorcon-sent.Youmayusetheworkforyourownnoncommercialandpersonaluse;anyotheruseoftheworkisstrictlyprohibited.Yourrighttousetheworkmaybeterminatedifyoufailtocomplywiththeseterms.THEWORKISPROVIDED“ASIS”.McGRAW-HILLANDITSLICENSORSMAKENOGUARANTEESORWARRANTIESASTOTHEACCURACY,ADEQUACYORCOMPLETENESSOFORRESULTSTOBEOBTAINEDFROMUSINGTHEWORK,INCLUDINGANYINFORMATIONTHATCANBEACCESSEDTHROUGHTHEWORKVIAHYPERLINKOROTHERWISE,ANDEXPRESSLYDISCLAIMANYWARRANTY,EXPRESSORIMPLIED,INCLUDINGBUTNOTLIMITEDTOIMPLIEDWARRANTIESOFMERCHANTABILITYORFITNESSFORAPARTICULARPURPOSE.McGraw-Hillanditslicensorsdonotwarrantorguaranteethatthefunctionscontainedintheworkwillmeetyourrequirementsorthatitsoperationwillbeuninterruptedorerrorfree.NeitherMcGraw-Hillnoritslicensorsshallbeliabletoyouoranyoneelseforanyinaccuracy,errororomission,regardlessofcause,intheworkorforanydamagesresultingtherefrom.McGraw-Hillhasnoresponsibilityforthecon-tentofanyinformationaccessedthroughthework.UndernocircumstancesshallMcGraw-Hilland/oritslicensorsbeliableforanyindirect,incidental,special,punitive,consequentialorsimilardamagesthatresultfromtheuseoforinabilitytousethework,evenifanyofthemhasbeenadvisedofthepossibilityofsuchdamages.Thislimitationofliabilityshallapplytoanyclaimorcausewhat-soeverwhethersuchclaimorcausearisesincontract,tortorotherwise.DOI:10.1036/0071394982abcMcGraw-HillCONTENTSTopicalIndexviiPrefacexiiiPARTI:ASSESSMENTQUESTIONNAIRESTOSTUDYYOURCLIENT’SNEEDS11.DoesYourClient’sBusinessStrategyMakeSense?3GinaVega2.HowMotivatingIsYourClient’sOrganization?9DeanSpitzer3.WhatDoesaTeamNeedtoImprove?14KevinLohan4.IsItaLearningOrganization?20MichaelMarquardt5.DoesYourClient’sStrategicPlanGiveThemtheCompetitiveEdge?24TomDevane6.WhatMakesTeamsEffective?38GeorgeTruell7.WhyIsn’ttheTeamMakingDecisions?44JanetWinchester-Silbaugh8.HowDoYourClientsViewTheirOrganization’sPerformance?50ScottParry9.WhatNeedsChanginginYourClient’sOrganization?55ErnestSchuttenberg10.WhatAreYourClient’sLeadershipCompetencies?60JoanCassidyiiiCopyright2001TheMcGraw-HillCompanies,Inc.ClickHereforTermsofUse.11.WhatAreYourClient’sCoachingStrengths?67ScottMartin12.HaveYourClientsUpdatedTheirJobRequirementsRecently?79GaylordReagan13.AreYouMakingEffectiveContactwithYourClient?86HankKarpPARTII:HOW-TOGUIDESFORSOLVINGYOURCLIENT’SPROBLEMS9314.HowtoPlanandAnalyzeSurveys95DavidChaudron15.HowtoMakeAppropriateUseofFourOrganizationalAssessmentTools108CathleenSmithHutchison16.HowtoCoachEmployeesthroughChange116NancyJackson17.HowtoInitiateandManageChange124NoraCarrol18.HowtoInvolvePeopleinDecisionsThatAffectThem134StephenHaines19.HowtoMotivateOthers140BrookeBroadbent20.HowtoMoveYourClientfromTrainingtoPerformanceImprovement145DianeGayeski21.HowtoDevelopStrategicPlansBasedonStrategicVision155MarleneCaroselli22.HowtoIdentifyPerformanceProblemsinanOrganization164G.M.(Bud)Benscoter23.HowtoIncreasetheValueofPerformanceImprovementInterventions174WarrenBobrowandKammyHaynesivCONTENTS24.HowtoLeadEffectiveMeetings183LauraBierema25.HowtoConductaPerformanceAnalysis187AllisonRossett26.HowtoDevelopandImplementanEvaluationStrategy191SusanBarksdaleandTeriLund27.HowtoMoveaTeamfromStagetoStage204PhilLohrandPatriciaSteege28.HowtoImplementPerformanceImprovementStep-by-Step210AnneMarrelliPARTIII:INTERVENTIONACTIVITIESTOINCREASEYOURCLIENT’SEFFECTIVENESS21929.ProbingTeamIssuesBeforeTheyBecomeProblems223BrendaGardnerandSharonKor