Business Consulting Introduction Mdg.7.12

Business Consulting: Business Consulting Introduction Manager Discussion Guide Objectives Business Consulting Introduction (BCI) provides the skills and knowledge required to become more proactive and consultative in working with our clients*. Participants examine the business drivers active in one of their client’s businesses, how their client is managing their business strategies to succeed in the market, how they can become a proactive consultant to better meet their client’s needs. The result of this learning is that participants develop a process and skills to proactively consult with their client on a day-to-day basis. Your Expectations As the participant’s manager, consider the following suggestions: • Discuss their strengths and weaknesses around the Business Consulting process. • Discuss how some of the learning can be applied to improve the current client relationship • Encourage the participant to step beyond the way he or she has always done it with the client and apply some of the learnings from this course. Discussion Points 1. What were the one or two most valuable learnings from the course? How can they make a difference in our work? 2. How can we do a better job of Prepare, studying our client and industry? 3. What are a couple High-gain Questions that we may want to incorporate into our discussion with client(s)? 4. What do you see as the Value Orientation of our primary client contacts? 5. How can we be more proactive in dealing with our client(s)? 6. How do you plan to integrate the negotiation skills into your interactions with the client(s)?

* Client may be an internal client of the department or an external client of Convergys. Revised 07/12/2006

Action Plan Use the table below as a guide to create and formalize an action plan with your employee. Writing down and agreeing to an action plan with your employee is a critical part of ensuring knowledge gained in this training is successfully and meaningfully transitioned back to the workplace. Make sure that your action plan lists specific, relevant details on responsibilities, timing and deadlines, project planning, etc. THE FOLLOWING ARE ONLY SUGGESTIONS FOR YOUR  DISCUSSION AND NOT MEANT TO BE AN ALL INCLUSIVE ACTION PLAN. Development Goal 1. Apply the Business Consulting Interaction Cycle

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2. Follow through on actions identified by self-assessment

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3. Apply techniques of Collaborative Negotiation

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Observable Behaviors Supporting Goals Sets aside 5-10 minutes per day to learn more about client* and industry Prepares and uses high-gain questions with client

Suggested Measurements to Confirm Goal Attainment • Participant shares knowledge about current client or industry developments • CSAT indicates participant listens and understands client’s viewpoint Focuses improvement efforts • Participant shares with you on area identified by the actions identified and assessment analysis periodically discusses results of activities Talks about BATNA when • Client recognizes “firm but approaching client negotiation fair” negotiation skills Looks at CVG and client • CSAT measures reflect client interests prior to negotiation is influenced by participant in a positive manner

* Client may be an internal client of the department or an external client of Convergys. Revised 07/12/2006

Action Plan