贝恩咨询有效沟通-clientskills

Author:JeffMeltinContributors:SusanLonergan,PeterFisherbcClientSkillsMarch1998Copyright©1998Bain&Company,Inc.ClientSkillsCopyright©1998Bain&Company,Inc.2Clientskills.ppt•Objectives•Clientprocess•On-siteattheclients•Relationshipbuilding•KeytakeawaysAgendaClientSkillsCopyright©1998Bain&Company,Inc.3Clientskills.ppt•Objectives•Clientprocess•On-siteattheclients•Relationshipbuilding•KeytakeawaysAgendaClientSkillsCopyright©1998Bain&Company,Inc.5Clientskills.ppt•Partnership•Commonobjective•Rightissuesaddressed•Significantvalueimplemented(conceivablevs.achievable)•Leadershiptosustain–Bain–client•Systemsintegrated•Clientcapabilityenhancement•ValueandcostcalculatedTheBainvisionofthemostproductiveclientrelationshipandsingle-mindeddedicationtoachievingitwithourclient:BainVisionClientSkillsCopyright©1998Bain&Company,Inc.6Clientskills.ppt•Objectives•Clientprocess•On-siteattheclients•Relationshipbuilding•KeytakeawaysAgendaClientSkillsCopyright©1998Bain&Company,Inc.7Clientskills.pptThebasicobjectiveoftheclientprocessistostructure,schedule,andstaffaseriesofinteractionssothat:•Baincontinuallybuildscredibility•Theclientmovestowardactionoracts•PersonalrelationshipscanbebuiltClientProcessObjectivesClientSkillsCopyright©1998Bain&Company,Inc.8Clientskills.pptMajor/seniorclientpresentationsPre-wiresDatagatheringAnalysisupdates/check-insThetypicalclientprocessonaBainstrategycasewillcyclethroughfourtypesofmeetings/interactions.ATypicalStrategyCaseClientSkillsCopyright©1998Bain&Company,Inc.9Clientskills.pptNewBainiesoftenhandledata-gatheringinteractionsindependently.•Obtaintherequireddataintherequiredtime–discoverthebestdata–motivatetheclienttoprovidethedataquickly•GeneratecredibilityforBain•Buildapositive,productiveworkingrelationshipwiththeclient•KnowthedatathattheclienthasalreadyprovidedtoBainorispubliclyavailable•PositionBain,theproject,andtherequestappropriately•Asktherightquestionsandfollow-up•BepreparedtodemonstrateempathyObjectivesBasicsuccessrequirementsData-GatheringInteractionsClientSkillsCopyright©1998Bain&Company,Inc.10Clientskills.pptKnowtheexistingdata•Searchcaseteamfilesforusefuldata•Phonemailcaseteaminquiringaboutusefuldatapreviouslyacquiredfromclient•Checknon-client/publicsources•WhoisBain&Company?•Whatistheprojectanditsobjectives?•Whoattheclientissponsoringtheproject?•Whyshouldtheclientcooperate?•HowdoesthisprojectandanalysisfitinwithotherBainworkfortheclient?•Howwillthedatabeused?•Whowillseethedataandtheresultinganalysis?•Wheredoesthisfitinwiththeclient’sotherpriorities?•Whyisthissoimportant/urgent?•Howisthisdifferentfromworktheclientmayhavealreadydone?PositioneffectivelyDataGatheringPrepList(1of2)ClientSkillsCopyright©1998Bain&Company,Inc.11Clientskills.pptHavethequestionsandfollow-upPreparetodemonstrateempathy•Whatarethepotentialsourcesofthedata?•Howaccurateisthedata?•Howfarbackisthisdatakept?•Isthereanyotherdata(othersystems)whichmighthelp?•Howdifficultwoulditbetocreatespecializedreports?•WhencanIreceivethedata?•ContactotherBainieswhohaveworkedwiththisparticularclient/person–understandsensitivitiesshemayhavetotherequest•Takeaminuteto“putyourselfinhershoes”mentally•Askquestionsabouthercareerhistory–howlonginthejob?–howlongintheorganization?–whatotherjobs?–whatotherpartsofthecompany?–whatothercompanies?DataGatheringPrepList(2of2)ClientSkillsCopyright©1998Bain&Company,Inc.12Clientskills.pptSource:Client'sTimeDiaryOtherobligationOthercaseClient'scaseOtherresponsibilitiesBainconsultantClientcontact0%20%40%60%80%100%PercentofTimeThetime/attentionimbalancebetweenclientsand“Bainies”illustratestheneedforempathy.•Day-to-dayoperations•Customerneeds/demands•Yearlybudgets,quarterlyresults•Personnelissues•Owncareermanagement•PersonalissuesEmpathy:Time/AttentionImbalanceClientSkillsCopyright©1998Bain&Company,Inc.13Clientskills.pptMajor/seniorclientpresentationsPre-wiresDatagatheringAnalysisupdates/check-insAfterdatagathering,later-stagemeetingswillgenerallybeledbymoreexperiencedBainpersonnel.Later-StageMeetings(1of2)ClientSkillsCopyright©1998Bain&Company,Inc.14Clientskills.pptTheroleLogistics•Clarifyyourrolebeforethemeeting–knowhowmuchyoushouldtalk–knowtheissuesyoushouldtalkabout•Preparesilentcommunicationtogain“entry”intomeetingdiscussionifnecessary•Haveallofthepossibly-neededback-uporganizedandat-hand•Bringmorethanenoughcopiesofthepresentation(includingacetates)–avoidusingtheclient’scopier•Bringallsuppliesthatmightbeusefulinthemeeting–blankacetates–paper–acetatepens–pens–calculator•Arriveearly!•Knowthemeetinglocation,directions,andallcontactnumbersoftheparticipantsThenew“Bainie”typicallyhastwoassignments/responsibilitiesinafter-stagemeetings:fulfillingaparticularroleandensuringthatalllogisticalneedsaremet.Later-StageMeetings(2of2)ClientSkillsCopyright©1998Bain&Company,Inc.15Clientskills.ppt•Objectives•Clientprocess•On-siteattheclients•Relationshipbuilding•KeytakeawaysAgendaClientSkillsCopyright©1998Bain&Company,Inc.Clientskills.ppt•Thedifficultyofexecutingbasicdo’sanddon’tscanbemuchgreater,because...•Youare“on-stage”100%oft