Relationships That Enable Enterprise Change: Leveraging the Client-Consultant Connection
February 2003, Pfeiffer
Foreword to the Series.
Introduction to the Series.
Statement of the Board.
1. Why Change and Relationships Go Hand in Hand.
Leaders Drive Organization Change.
Consultants as Catalysts for Sustainable Change.
Building Relationship Intelligence (rQ).
Prerequisites to rQ.
A Unique Format for a Unique Topic.
2. The Heart of It All:Getting Close to Build Trust.
The Importance of Getting Close to Build Trust.
Ability to Set and Keep Boundaries.
Change Enablement: How Getting Close Buildsthe Necessary Trust for Clients to ExplorePersonal and Organizational Shortcomings.
3. Skin in the Game: Personal Investment.
Put Skin in the Game.
Connect Personal Aspirations to the Work.
Create Capable Clients by Avoiding Dependency.
Change Enablement: How Personal InvestmentBuilds a Sense of Confidence and Significance.
4. Confronting the Moose: Courage.
Have Confidence to Call the Tough Questions.
Hold the Client Accountable.
Provide Nonjudgmental Feedback.
Change Enablement: How Courage to Confront theMoose Builds a Leader s Openness to Tough News.
5. Someone in Your Corner: Advocacy.
Help Leaders Acknowledge and Explore Their Apprehension.
Provide Genuine Encouragement at Critical Crossroads.
Help Leaders Stay the Course During Implementation.
Help Clients Recognize When They HaveExhibited Highly Effective Behavior.
Change Enablement: How Advocacy Helps LeadersSee the Change Through.
6. One Plus One Equals Three: Combining CapabilitiesThrough Collaboration.
Understand Client Requirements.
Create a Shared View of Desired Outcomes.
Build Client Ownership Throughout the Engagement.
Build Client Capability Through Learning.
Design Work to Guarantee Synergy.
Discuss Expectations Regarding Working Relationships.
Change Enablement: How Combining CapabilitiesThrough Collaboration Builds MaximumClient Ownership and Commitment.
7. The Capacity to Influence:Interpersonal Agility.
Exceptional Listening Ability.
A Broad Range of Personal Styles.
A Light-Hearted Sense of Humor.
Dexterity with Different Methods of Communication.
Ability to Convert Experience to Relevant Wisdom.
Knowledge of How Your Clients Learn and Accept Help.
Change Enablement: How Interpersonal Agility Accelerates aClient s Adoption of New Ways of Thinking and Acting.
8. The Future of Client Relationships and Enterprise Change.
Globalization of the Business Community.
Complex Dynamics of Markets and Competitive Landscapes.
Pressure on Leaders to Deliver Results.
Growing Acceptance of Leaders Who Seek Help.
Appendix: rQ Self-Assessment Questionnair.
About the Authors.
About the Editors.
William A. Pasmore is a partner in Mercer Delta Organizational Consulting. He advises CEOs in the areas of organization design, senior team effectiveness, acquisition integration, strategy implementation, and managing large-scale change. He has published more than fifteen books and numerous articles on the topic of managing change and designing effective organizations.
--Adrian Slywotzky, author, Value Migration, The Profit Zone, and Profit Patterns
"Business leaders rely more than ever on trusted relationships
with a few,
key professionals who can bring insight, wisdom, and interpersonal agility
to important strategic and organizational issues. Ron Carucci and Bill
Pasmore have produced a masterful, battle-tested roadmap that will enable
consultants and other outside advisors to break into this inner circle and
have a truly lasting impact on client success."
--Andrew Sobel, author, Clients for Life
"A great resource for anyone who consults to senior managers. Full of wonderful insights, useful tools and instructive case examples."
--Edward E. Lawler III, author, Corporate Boards: New Strategies for Adding Value at the Top and Director, Center for Effective Organizations, Marshall School of Business, University of Southern California
"As a CEO and a consumer of consulting services, Carucci and
Pasmore don't just tell it like it is - they tell it like it should
be. The book is a pragmatic how-to-help-your-client guide that I'm
sure will be highly valuable to those who are guiding managers to
--Charlie Strauss, CEO, Unilever HPC North America