Consultant – Client Relationship

Ishwar Kumar
Faculty, IMT Nagpur
 Building blocks of consultant-client relationship?

De livery Trust Relationship

The Delivery Triangle: Values–People–Process
 The Churchman-Schainblatt dialectic

Consultant Consultant does not

understands Client understand Client

Client understands Mutual Understanding Communication of what

consultant is right; facts and
explanation
Client does not Consultant persuades Statement of what is
understand consultant client because she/he right—take it or leave it;
understands her/his separate function
personality
 Case: Consultant-Client Conflict Resolution

ABC Company is a mid-sized manufacturing firm that specializes in producing

automotive parts. Due to market changes and increased competition, the company
decides to hire a management consultant, John, to help identify areas for
improvement and implement strategic changes. However, conflicts arise between
John and the company's leadership, particularly the Operations Manager, Sarah,
leading to a strained consultant-client relationship.
Scenario:
• Conflict in Approaches:
• Issue: John believes in implementing rapid changes and introducing new
technologies to improve efficiency. However, Sarah, the Operations Manager,
is resistant to change and prefers a more cautious and gradual approach.
• Impact: This conflict hinders progress and prevents the adoption of potentially
beneficial changes within the organization. It creates tension and mistrust
between John and Sarah.
 Case: Consultant-Client Conflict Resolution
Scenario:
• Communication Breakdown:
• Issue: John has a direct and assertive communication style, which Sarah perceives as
confrontational and disrespectful. Sarah prefers a more diplomatic and collaborative
approach to address issues.
• Impact: The communication breakdown leads to misunderstandings, delays in
decision-making, and increased animosity. It affects the overall effectiveness of the
consultant-client relationship.
• Lack of Alignment on Priorities:
• Issue: John focuses on optimizing operational efficiency, while Sarah prioritizes
maintaining employee morale and job security during the change process. They have
different perspectives on what the organization's priorities should be.
• Impact: This misalignment leads to conflicting objectives, decision-making dilemmas,
and ultimately slows down the implementation of changes. It creates frustration and
resentment between John and Sarah
 Resolution Steps:
• Establishing Open Communication:
• John and Sarah should have an open and honest conversation, expressing their
concerns and frustrations while actively listening to each other. They should establish
ground rules for effective communication, such as using "I" statements, active
listening, and respecting each other's perspectives.
• Finding Common Ground:
• Identify shared goals and objectives to establish a common purpose. Both John and
Sarah should understand the importance of collaboration and align their efforts
towards achieving the company's vision and strategic objectives
• Adapting Communication Styles:
• John should adapt his communication style to be more diplomatic and empathetic
towards Sarah's concerns. Sarah should also try to be more receptive to direct
feedback and assertive communication from John, understanding that it is intended to
drive positive change.
 Resolution Steps:
• Bridging the Gap:
• John and Sarah should work together to find a middle ground between rapid change and
gradual implementation. They can identify small-scale pilot projects to demonstrate the
benefits of change while minimizing disruptions.
• Collaboration and Involvement:
• Involve Sarah and key stakeholders in the decision-making process and change
implementation. This will give Sarah a sense of ownership and increase her commitment to
the proposed changes.
• Building Trust:
• John should demonstrate his expertise, credibility, and commitment to the organization's
success. Openly sharing information, providing regular progress updates, and delivering on
promises will help rebuild trust between John and Sarah.
• Conflict Resolution Techniques:
• If conflicts persist, consider involving a neutral third party, such as a mediator, to facilitate
constructive dialogue and help find mutually agreeable solutions. This external perspective
can help break the deadlock and create a more collaborative working environment.
Luhmannian perspective on the client–consultant relation

Luhmann emphasizes on the role of communication, in understanding the dynamics of client-

consultant relationship, and develop trust to mitigate challenges, foster effective collaboration,
and adapt to changing circumstances.
 Luhmannian perspective on the client–consultant relation

Luhmann focuses on social systems and their communications, emphasizing the role of
communication in shaping and maintaining relationships.
• Autopoietic Systems: client and consultant having distinct autopoietic systems with
their own communication processes and internal dynamics.
• Operational Closure: client and consultant having their own internal communication
processes that shape their perceptions, interpretations, and actions.
• Communication facilitates interaction, knowledge sharing, decision-making, and the
exchange of expectations, concerns, and feedback.
• Communication acts as a Double Contingency as both parties navigate uncertainties and
contingencies in the consulting process by aligning their expectations, objectives, and
actions through ongoing communication.
• Communication eliminates Complexity and Differentiation in consulting, as multiple
subsystems (e.g., project management, finance, human resources) having their own
communication patterns, expertise, and priorities interact for effective collaboration.
 Luhmannian perspective on the client–consultant relation

• Reliable and consistent communication

helps in building trust and
expectations, and demonstrating
competence, and enables both parties
to engage in productive exchanges and
navigate uncertainties.
• Communication helps in Self-
Referentiality and Feedback exchange
for adjusting strategies, addressing
concerns, and ensuring ongoing
alignment.
• Communication helps in reducing
interpretive tensions.
 Case on Interpretive tension

XYZ Consulting Firm has been hired by a non-profit organization, Community

Connections, to help improve their volunteer recruitment process. The
consultant, Lisa, and the client representative, Sarah, who is the Volunteer
Coordinator, encounter interpretive tension due to their different perspectives
and interpretations of the situation.
Scenario:
• Differing Assumptions:
• Lisa assumes that the primary issue with volunteer recruitment is the lack of an
effective online platform. She believes investing in a new website and social media
campaigns will attract more volunteers.
• Sarah, on the other hand, believes that the organization's existing network and word-
of-mouth referrals are sufficient. She thinks that building personal relationships with
potential volunteers is more important than online recruitment.
 Case on Interpretive tension
• Cultural Context:
• Lisa is from a large city and has experience working with diverse populations. She
suggests targeting a broader range of volunteers by implementing strategies that
appeal to various cultural backgrounds.
• Sarah believes that the local community consists mainly of one cultural group and that
targeting other cultures may not be necessary. She is concerned that diverting
resources to target multiple cultures may not yield significant results
• Volunteer Retention:
• Lisa sees volunteer retention as a crucial aspect of recruitment. She proposes
implementing recognition programs, training initiatives, and mentorship opportunities
to enhance the volunteer experience.
• Sarah, although acknowledging the importance of retention, believes that focusing
solely on retention may distract from the immediate need for more volunteers. She
prefers allocating resources to attracting new volunteers rather than investing heavily
in retention strategies.
 Case on Interpretive tension
Resolution Steps:
• Open Dialogue:
• Lisa and Sarah should engage in open and respectful dialogue to understand each other's
perspectives and underlying assumptions. They should actively listen and seek clarification
to bridge their interpretive differences.
• Shared Goals and Objectives:
• Identify and clarify the shared goals and objectives of the consultant-client relationship.
Both parties need to agree on the desired outcomes and align their efforts accordingly.
• Information Exchange:
• Lisa should provide evidence-based data and research to support her suggestions and
demonstrate the potential benefits of her proposed strategies. This can help alleviate
Sarah's concerns and foster a more informed discussion.
• Adaptation and Synthesis:
• Encourage Lisa and Sarah to find common ground and consider a hybrid approach that
combines elements of their respective perspectives. They can explore options such as
enhancing the existing network while leveraging online platforms for volunteer
recruitment.
 Case on Interpretive tension
Resolution Steps:
• Cultural Sensitivity:
• Promote a cultural sensitivity training session for both Lisa and Sarah to deepen their
understanding of the local community and the potential benefits of diversity in
volunteer recruitment. This training can help bridge their interpretive differences and
lead to a more inclusive approach.
• Continuous Communication:
• Establish a communication plan to ensure ongoing dialogue between Lisa and Sarah
throughout the project. Regular check-ins, progress updates, and feedback sessions
can help address emerging interpretive tensions promptly and collaboratively.
• Evaluation and Adaptation:
• As the project progresses, regularly evaluate the effectiveness of implemented
strategies and make necessary adjustments based on the outcomes. This evaluation
should involve joint reflection and discussion between Lisa and Sarah to further refine
their interpretations and approaches.
 What do we need to understand?

• Roles and expectations may vary

• Client and consultant systems may differ
• Critical dimensions of Client and consultant relationship-consultant see top-
down but client see bottom-up
• Methods of influencing the client system not known
• Relationship building tools are not standardized
• Attitudes of clients and consultants differ leading to a degree of collusion.
• Both sides need to exercise collaboration and openness
• Trust is clearly important glue at all levels in a relationship
 Consultant/client Expectations

• Client may have only a vague idea of how consultants work

• Clients might have heard about consultants who try to complicate every issue,
require more information than they really need
• Client may be approaching the consultant with mixed feelings
• There may be risk of misunderstanding with regards to objectives, end results,
roles and relationships
Client-consultant Roles

Consultant Activites
 Ways to avoid Client-consultant Conflicts
• Joint Problem definition and changes based on mutual agreement
• Clarity of goals, outcomes, targets, review process, results, etc.
• Clarity regarding systems and people involvement from both side-main
client, sponsoring client, contact client, primary client, ultimate client, etc.
• Clarity regarding following:
• Who holds the real power for making decisions related to the
assignment (at all stages)?
• Who has the main interest in the success or failure of the assignment?
• Who should be kept informed?
• Whose direct collaboration is essential?
• Dimensions of relationship—knowledge sharing, effective problem solving,
trusted source of advise
Indicators of meeting Client Expectations
• Motivational (eg. improvements in staff satisfaction)
• Ability to finish a project on time
• Greater management capability
• Improved customer satisfaction
• Increased productivity
• Reduced costs
• Changes to headcount
• Increased revenue
• Acquisition of new customers
• Increased market share
• Better share price performance
 Ways to Influence the client system
• Demonstrating technical expertise
• Exhibiting professional integrity and sharing knowledge
• Demonstrating empathy with the client
• Using assertive persuasion
• Developing a common vision
• Participation and trust
• Rewards and punishment
• Counselling and coaching
Thank You