Establish The Foundation.7.12

Business Consulting: Establish the Foundation Manager Discussion Guide Objectives Establish the Foundation is the fourth learning event in the online version of business consulting. This LearnLinc lesson provides the participants with an understanding of how to effective build rapport with the client* contact in a way that sets the stage for collaboration throughout the relationship. They will also learn a broad range of techniques to improve knowledge of the client’s business and their industry. The result of this learning is a skill and confidence in being a student of the client and in building rapport for effective collaboration. Your Expectations As the participant’s manager, consider the following suggestions: • Encourage the participant to begin to study the client as in the Prepare stage and to practice building rapport both internal to the department and with the client. • Discuss how the participant is building rapport with his/her client contacts. • Encourage the participant to share his/her learnings about the client and industry with department. Discussion Points 1. What steps do you plan to take to implement more of the Prepare step of business consulting? 2. How do you plan to build your rapport with [names of your client contacts]? 3. How are the points identified in the self-assessment being reinforced through your client interactions?

* 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. Plan 5-10 minutes per day for practicing Prepare

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2. Improve rapport with client contact(s)

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Observable Behaviors Supporting Goals Checking client’s* Website periodically Reading industry news publications Talking about client developments in meetings Learning about the contacts’ interests and how to better to relate to them

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

Suggested Measurements to Confirm Goal Attainment • Periodically sharing knowledge picked up from daily research • More knowledgeable about client’s business and industry challenges when talking with client • CSAT and other measures indicate improved personal relationships with the client contacts

Action Plan