2. ACTIVITY - Fast Networking……
Q1: What makes a great internal / external HR consultant?
Q2: What do your organizational leaders respect about
internal / external HR consultants?
Q3: What do your organizational leaders HATE about
internal / external HR consultants?
Q4: How can HR professionals up their game in internal
consulting?
2
3. OK, now before we start…..
What will make this session most
successful for you?
What do you want to achieve here today?
3
4. Agenda
The HR Transformation
The HR Partner as “Trusted Advisor”
Facilitative Consulting
Problem Structuring and Solving
4
5. Have you heard this before?
HR doesn’t have a seat at the table?
We should just outsource the whole function?
HR is G&A overhead
Oh no, another HR Program!!
Just fill out the form and get it done.
Don’t involve HR, they just slow things down.
HR always says NO!!
5
6. Basic HR responsibilities are being automated outsourced
or off-shored.
Web technology, low-cost centers, and outsourced
service centers.
Companies are searching for efficiency.
WE MUST CHANGE!!!
6
What’s Going On Out There??
8. 8
Where are you??
Maturity Stage Organizational Support Conditions Talent Management Utilization Talent Management Activities
Stage 4: Leadership: Full ownership and
accountability at all organizational levels
Metrics: Value-based metrics & ROI Focus: Business Impact
Maturity Alignment: Aligned with business strategy,
goals and objectives reinforced by
compensation
Uses: Integral to business strategy and
execution
Components: Complete suite of Talent
Management Components
Infrastructure: Integrated with enterprise
IT systems and extensive support resources
including funding
Adoption: Enterprise wide Integration: Seamless with business
execution
Stage 3: Leadership: HR, Executive Sponsor, Some
deeper organization levels
Metrics: Activity, Commitment, Results Focus: TM Results
Professionalism Alignment: Aligned with business strategy,
customized to fit business needs
Uses: Full range of purposes including,
planning, forecasting, business execution,
strategy support
Components: Most standard TM
components
Infrastructure: Set of IT systems or
Separate TM system, appropriate level of
support resources
Adoption: Most business units, elements Integration: Activities are connected and
integration with business execution has
started
Stage 2: Leadership: HR, Some Executive
Sponsorship, multiple pieces of
organization
Metrics: Activity, Commitment Focus: TM Development (developing new
TM components)
Expansion Alignment: Aligned with pieces of
business strategy or with units of business
Uses: Multiple purposes Components: Multiple components
Infrastructure: Some IT stand alone
applications, some support resources
Adoption: Some business units, elements Integration: Mostly stand alone activities,
maybe some activities connected
Stage 1: Leadership: HR, Program Owner Metrics: primarily activity based Focus: TM Activity Delivery
New Venture Alignment: Little alignment, may be stock
program activity
Uses: Single purpose Components: Single of a few components
Infrastructure: No or little IT, program
support resources only
Adoption: Program Participants Integration: Little or no integration, likely
a stand alone activity
16. “Customers attach value to products in
proportion to the perceived ability of those
products to help solve their problems. Hence a
product has meaning only from the viewpoint
of the buyer. Only the buyer or user can assign
value, because value can only reside in the
benefits he wants or perceives.”
- Theodore Levitt, The Marketing Imagination
A Thought….
16
18. Credibility (C) + Reliability (R) + Intimacy (I)
T = Self-Focus (SF)
18
The Trust Equation
19. 19
ACTIVITY
The Trust Equation
Map out your current trust equation with your key
client(s).
Scale is 1-10 with 1 being lowest and 10 being
highest.
Example:
T = C (7) + R (8) + I (5) / SF (5) = 4
21. Trusted Advisor:
Asking the Right Questions
S ituation (the facts)
Motivation (the underlying motivators)
I mplication (what if?)
21
22. Bad Questioning Habits
Avoid asking an open question, then closing it by providing
options.
Avoid asking a question, pausing, then rephrasing it.
Avoid multiple questions.
Avoid questions that imply disapproval.
Avoid using questions as statements
22
23. ACTIVITY
Asking the Right Questions
Ask the volunteer about his / her hobby?
Group 1 uses only Situation Questions
Group 2 uses only Motivation Questions
Group 3 uses only Implication Questions
23
24. Becoming a Trusted Advisor –
Listening Strategically
Subordinate your agenda.
Attend to the other.
Encourage with prompting statements.
Listen for feelings, emphasis, and
omissions.
Clarify, summarize, and paraphrase.
You can’t listen with your mouth
open!
24
27. Facilitative Consulting Model
“What do you want to achieve?”
“What is it
worth to you?”
“What are your key
issues or concerns?”
“What do you
need to
achieve your
goals?”
27
28. Two Funerals and a Wedding
The Customer is
Always Right
“Trust us. We’re
the experts.”
Funeral
Funeral
28
30. Becoming a Trusted Advisor –
Listening Strategically
Do not offer solutions too early…..
Ask the “So What”?
Dig for the real need
Don’t be satisfied with the superficial
30
33. The Problem can never be the absence of a solution.
For example: “we need to improve the Performance
Management System”
Or: “we need to do diversity training”
WHY??
Ask Why 5 Times…..
33
Problem Solving: Define & Structure the Problem
38. Brainstorming
Brain - writing
Carousel brainstorming
Simulation
Analogy
Role Play
Challenging Assumptions
Problem Re-Statement
38
Problem Solving: Generate Options
39. 39
Issue Weight
Solution A /
internally led sales
development
program
Solution A
Score
Solution B Score
/ Outsource to
Learning
Partner
Solution B
Score
Solution C /
eLearning
Solution Solution C Score
Quality of Program 9 6 54 10 90 4 36
Speed of implementation 7 9 63 7 49 4 28
Ability to measure impact 8 7 56 8 64 8 64
Cost 8 10 80 5 40 8 64
TOTAL SCORE 253 243 192
Problem Solving: Pick Best Solution
Removing subjectivity is a tough thing because we are conditioned to think a certain way.
The large consulting firms of the world do a robust business because people believe them to be distinctive in their problem solving. What they are really distinctive in doing is pushing to the optimal solution, not just one that will work. And they reveal their exhaustive process for getting there.