Management Consulting for EAP Providers Jackie St Germain, LCSW, MBA

1. MANAGEMENT CONSULTING
JACKIE ST GERMAIN, LCSW, MBA
BEST PRACTICE FOR LEADERSHIP AND
MANAGEMENT PRACTICES

2. MANAGEMENT CONSULTING
• Management consulting – Definition
• Practice of helping organizations to improve their
performance through the analysis of existing organizational
problems and development of plans for improvement.
• Should know “best practices”
• They are also evaluating you!
• What is “said and unsaid” about you/your role when you
consult
• Should be able to work both “within and without” an
organization
• Should be able to “coach” new managers and existing
managers

3. SET THE TONE FOR THE VISIT
• Set the tone
• Have an Agenda,
• Have at least two Phone conversations before you go on site
• Set expectations of your role
• Meet with the designated leader first to discuss your role
• How you will help them
• Do they have any additional needs from you
• Be there for more than 4 hours!
• Be a “boots on the ground” mentor
• Work with Leadership and management to establish a plan
• Listen to them! Be the expert but also know they best know
their own facility
• When you leave, continue to support and be supportive

4. DATA ON CONSULTING INDUSTRY
• Consulting industry has grown dramatically
• Exceeding 20% in growth prior to 2003
• 2003-2005 downturn in this industry and from 2009 to 2012
• Beginning to see upswing again in specialized consulting
needs
• Approaches:
• “Expert Approach” – more directive
• “Facilitative Approach” – Looks at processes, asks questions
• “Matrix approach” – Each area has a type of consulting (risk
management, Quality, Business Development, etc”

5. RECOMMENDING PROCESS IMPROVEMENT
 Steps (in perfect world)
• Change take time
• Develop “buy in” from those effected
• Have good discussions
• Be Honest about what your thoughts and expectations are
 Making/suggesting change is tricky
• What is their background and history
• Ascertain the support they will need to make changes
• Change is hard –
• Change – Policy & Procedure vs. “we’ve always done it this
way” vs. “it’s the law”
• YOU ARE CONSIDERED BOTH A LEADER AND AN EXPERT!

6. DEFINITION
1. A person who leads others along a way; a guide.
2. the ability to guide, direct, or influence people
3. Giving guidance: guidance or direction
Quotes on Leadership
“Managers are people who do things right, leaders do the right thing” – Warren Bennis
and Burt Nanus
A leader is best when people barely know he exists, when his work is done, his aim
fulfilled, they will say: we did it ourselves. —Lao Tzu
You manage things; you lead people. —Rear Admiral Grace Murray Hopper
Before you are a leader, success is all about growing yourself. When you become a leader,
success is all about growing others. —Jack Welch
He who has never learned to obey cannot be a good commander. —Aristotle

7. MANAGEMENT VS. LEADERSHIP (1 OF 2)
• The manager administers; the leader innovates.
• The manager is a copy; the leader is an original.
• The manager maintains; the leader develops.
• The manager focuses on systems and structure; the
leader focuses on people.
• The manager relies on control; the leader inspires
trust.
• The manager has a short-range view; the leader
has a long-range perspective. – Manager has short
term goals vs. long term goals

8. MANAGEMENT VS. LEADERSHIP (2 OF 2)
• The manager asks how and when; the leader asks
what and why.
• The manager has his or her eye always on the
bottom line; the leader’s eye is on the horizon.
• The manager imitates; the leader originates.
• The manager accepts the status quo; the leader
challenges it.
• The manager is the classic good soldier; the leader
is his or her own person.
• The manager does things right; the leader does the
right thing.

9. LEADERSHIP BEHAVIOR
 Leaders behave differently from
people who use only management
skills, regardless of the situation.
 Leadership behavior changes somewhat
from one management situation to
another.
 Certain leadership qualities and skills
are generic to every management
situation.
 Certain leadership qualities and skills
are useful in only some management
situations.

10. INSPIRATIONAL LEADERSHIP (1 OF 2)

11. LEADERS IN THE MOVIES

12. 14 LEADERSHIP TRAITS
g Bearing.
g Courage.
g Listens
g Elicits cooperation
g Decisiveness.
g Dependability.
g Enthusiasm.
g Tact.

13. LEADERSHIP QUALITIES
A Leader
g Is self-confident. g Empowers/challenges
g Respects others. others.
g Inspires others. g Is fair and equitable.
g Works at all levels. g Communicates effectively.
g Is knowledgeable. g Has high ethical standards.
g Is creative/visionary. g Is willing to take risks.
g Has confidence in others.

14. LEADERSHIP MYTHS
• Natural leader – “sword in the stone”
• The “biggest or fastest” will lead
• Command is leadership

15. INSPIRATIONAL LEADERSHIP (2 OF 2)

16. PATTERNS OF LEADERSHIP (1 OF 2)
 Autocratic leadership – based on authority
granted by the position of supervision.
 Bureaucratic leadership – based on
organization’s policies, procedures, and rules.
 Democratic leadership – leaders depend on the
group to make decisions and take action.

17. PATTERNS OF LEADERSHIP (2 OF 2)
 Diplomatic leadership – operates by persuasion
and broad-scale, individual motivation of people.
 Free-Rein leadership – gives others the freedom to
operate without control or further direction other
than organizational rules and policies.
 Participative leadership – involves members in
decisions that affect the group.

18. LEADERSHIP SKILLS
A Leader
g Delegates.
g Motivates.
g Influences.
g Encourages teamwork.
g Coaches/Counsels/Develops.
g Serves as a model.
g Discovers and creates:
(opportunities and goals).

19. EFFECTIVE LEADERSHIP GUIDELINES
q Ask questions and listen to the answers.
q Be flexible within an assumed structure.
q Know when to be a leader and
when to be a member.
q Model the values you’re planning.
q Deal with issues at the appropriate
time.
q Be empathetic.
q Admit mistakes.
q Seeks self improvement - HCAPS

20. EFFECTIVE LEADERSHIP CHECKLIST
Six critical things a leader must do:
q Remove barriers to motivation.
q Lead actions required to achieve desired
results.
q Inspire passion within people to perform
better than expected. (Communication)
q Ability to recognize that people must
motivate themselves.
q Ability to take risks and make tough
decisions.
q Ability to block out the unnecessary and
concentrate on the necessary.

21. WHAT THEY NEVER TELL YOU BUT I WILL
 You are not alone.
 Do not assume that you can become an expert in a
day or a couple of months.
 Learn from your mistakes.
 Do not let friendship get in the way of your
supervisory or consulting responsibilities.
 Learn something new every day.
 The buck stops with you. Take responsibility
 You will never have all the facts before having to
make a decision.
 They are always watching you!

22. WHAT DOES IT TAKE TO
LEAD AND CONSULT?
q Integrity – the foundation of character and all other
characteristics of great leadership.
q Vision - to recognize possibilities, along with
optimism to know that opportunities always exist.
q Spirit – to inspire others and to infect them with
enthusiasm.
q Toughness – to stay on course and accept nothing
less than excellence.
q Heart and soul – heart to care and share with others,
and soul to keep faith and hope.
q Passion – an indomitable spirit and a will to win.

23. ACHIEVING BALANCE
 Serve others anonymously.
 Sacrifice more than just your time.
 Condition the body.
 Work with mind and hands, heart and soul.
 Develop kinesthetic and social awareness.

24. TRANSFORMATIONAL LEADERSHIP
Superior leadership performance occurs when
leaders:
 Broaden and elevate the interests of their
employees.
 Generate awareness and acceptance of the
purposes and mission of the group.
 Stir their employees to look beyond their own
self-interest for the good of the group.

25. PRACTICES OF EXEMPLARY LEADERS
q Challenge the process: searching for opportunities
and experimenting.
q Inspire a shared vision: envisioning the future and
enlisting others.
q Enable others to act: strengthening others and
fostering collaboration. Model the way: setting an
example and planning small wins.
q Encourage the heart: celebrating accomplishments
and recognizing contributions.

26. THE MOST IMPORTANT WORDS
q The six most powerful words:
Here is what I will do.
q The five most powerful words:
You did a great job.
q The four most powerful words:
What is your opinion?
q The three most powerful words: If
If you would
q The two most powerful words:
Thank you.
q The one most powerful word:
We.
q The least important word: I.