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Issues in consultant – client relationship
GundeepCherry
Client ?
A person or organization using the services of a lawyer or other professional person or company .
Consultant ?
A person who provides expert advice professionally in a specific field and has wide knowledge of the subject matter.
Internal consultant External consultant
Hierarchy of tasks by Turner(1982)
1. Providing information to client.2. Solving a client’s problem.3. Making a diagnosis.4. Making recommendations.5. Assisting with implementation.6. Building a consensus7. Facilitate client learning.8. Permanently improving
organization's effectiveness.
AREAS OF ISSUES IN CONSULTANT – CLIENT RELATIONSHIP
Entry and contracting
Defining the client system
Trust
The nature of consultant’s expertise
Diagnosis and appropriate interventions
The depth of interventions
On being absorbed by the culture
The consultant as a model
The consultant team as a microcosm
Action research and the od process
Client dependency and terminating the relationship
Ethical standards in OD
Implications of OD for the client
1.Entry and contracting1.Entry and contracting
OD Consulting contract can occur in various ways.
The consultants & clients begin to sought out what group should do to in order to start a logical OD intervention.
When both the parties agree , this becomes the overall psychological contract.
2.Defining the client system
Usually the consultant is referred as singular but there can also be consultant teams.
3.the trust issue
People will be encouraged to criticize their superiors.
Subordinates may be concerned that they will be manipulated toward their superior’s goals with little attention given to their own.
4.The nature of consultant expertise
It is possible and desirable for the OD consultant to be an expert .
But the OD consultant also needs to resist the temptation of playing the content expert.
OD consultant should be prepared to describe in broad outline what the organization might look like.
5.Diagnosis and appropriate interventions
Temptation to a apply a particular intervention technique.
Appropriate interventions with intensive look at the data.
6.The depth of intervention.
ACCESSIBILITY : PUBLIC VS HIDDEN DATAINDIVIDUALITY :SELF VS ORGANISATION
7. On being absorbed by the culture
Consultant let himself indulge into joining the culture of the client organization.
8.The consultant as a model
The consultant should practice what he she preaches.
The consultant should give out clear messages.
9.The consultant team as a microcosm
The team must set an example of an effective unit to enhance its credibility
The team should have n effective interpersonal relationship.
Practitioner should also focus on continuous growth & process renewal.
10.Action research and od process
Simple questionnaires or interviews could be helpful.
11.Client dependency issue and terminating relationship
Relationship between consultant and client depends on :
consultant competence :the longer the consultant are able to provide innovative and productive intervention the more longer the relationship will lasts.
Client resourcefulness & capabilities in OD.
12.Ethical standards in OD Louis White & Kevin Wooten see five
categories of ethical dilemmas in OD practice stemming from either the client or consultant actions or both. These are :
1. misrepresentation & collusion 2. Misuse of data3. Manipulation and coercion4. Value & goal conflicts5. Technical ineptness
Values lying ethical OD practice
1. Honesty2. Openness3. Voluntarism4. Integrity5. Confidentiality6. The development of people7. The development of consultant
expertise8. High standards & self-awareness
13.IMPLICATIONS OF OD FOR A CLIENT
1. To enlarge the database for making management decisions
2. To expand the influence process3. To capitalize the strengths of formal
system4. To become more responsive5. To legitimize conflicts6. To examine its own leadership style7. To encourage collaborative
management
RECOMMENDATIONS FOR CONSULTANT CLIENT RELATIONSHIP
BE TRANSPARENT UNDER COMMIT-OVER DELIVER DON’T BE AFTRAID TO TELL THE
CLIENT THAT YOU HAVE A DIFFERENCE OF OPINION
SOCIALIZE OFFER KNOWLEDGE TRANSFER IN
THE FORM OF COACHING & MENTORING.
Thank you
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