A short presentation on the importance of listening skills for consultants, coaches, contractors and trainers

1. Your client wants your
advice – but more than
that they want to think
for themselves
GEOFF HARDY
BASED ON MY BLOG – DISCUSSIONS ON LEADERSHIP AND MANAGEMENT

2. Listening is the ultimate core competence says Tom
Peters
The topic must be back in fashion – I have read two
articles in the last month on listening; as well as the
three chapters from Tom in The Little Big Things
The material came to mind a week or so ago. A member
of staff at a client site joked - the problem with
you people is that you only tell us what we already know
If only that was the case. I suspect most consultants, or
professional people, do not have these skills
It is quite an art to draw out what the client already
knows; to let them think things through and offer an
environment for them to do this.
Photo credit: Wikipedia

3. The problem I suppose the difficultly stems from being an expert. After
comes from all, you are being paid to tell it as you see it
being an A colleague once told me the solution in the car on the way
to a new client meeting – he carried his theories and ideas
expert from one assignment to another not acknowledging that
each situation is totally different
Years ago I read a book by Nancy Kline on listening and
not making assumptions. It is a great book. For months I
However, in sat in meetings observing people and wondering why
people bothered attending if they had already made their
any client mind up
meeting there In her second book, More Time to Think, Kline says that in
any client meeting there are two experts
are two
There is the professional person, who may have knowledge
experts that is financial, technical, legal…. Then there is the client,
who knows their company and the issues.

4. Kline writes that clients want to be asked
They want to be listened to impeccably
Clients want to They want to think for themselves
think for How easier it would be for consultants to play back what
themselves the customer already knows if they create the
environment for the client to do this - then listen very
carefully and seek to fully understand but it is not natural
though for an expert to do this
The bottom line is this-
Professionals who realise that there are two experts
in the room and lead clients to develop their own
solutions will be called back again
The reason is that the outcome or plan will have so
much more value and commitment.

5. Check List Before Seeing a Client
Remember Do
Being a Thinking Environment for your client is valuable Get interested in what your client thinks and will say next
expertise
Don’t interrupt or rush them to speak
Your client wants your advice – but more than that they want
to think for themselves Keep your eyes on their eyes
They want to be listened to without interruption Ask them what more they think, or feel, or want to say
The value you offer your client increases with every minute Regard them as your equal.
you listen to them
Your clients thinking will improve yours
Your relationship with your client is a partnership, not a
performance
You are both the expert