Our approach with the Client
Usually, when we meet the potential Clients for the first time, the question they raise is: “What is special about you?”
That is normal, as we don’t know each other.
A simple way to answer and describe a special characteristic could be to submit some in vogue “learning objects”. But another possibility – which we decide to follow – is, by integrating different competences and experiences, to solve problems of the Clients and support them in finding and developing opportunities.
What is the object of our proposal?
As Consultants-Trainers, we deal with the organizational development and change management processes, and support the empowerment of the competences, meaning “knowledge in action”, strictly linked to the mission, the culture, the relationships system and the history of the Organization.
By applying this approach, we try to understand the real needs (beyond the initial request) of the Client and, afterwards, find the solutions. In case of short learning sessions too, we pay attention to the context, the characteristics of the Company, the complexity of the processes and the specific problems.
An example of our approach: storytelling
In the first meeting, the CEO and Country Manager Italy of a market leading Multinational Company, asked us to design a learning project for Professionals, Middle Managers and Executives to “provide a rigorous method” and enforce the techniques of problem setting/solving and decision making”.
We tried to understand the real need, the context in which people should have used the techniques. And we discovered some interesting points. For example, some problems of communication: despite a culture open to change and formally “no blame” (but still characterized by a hierarchical structure), there was a sort of difficulty in informing the higher levels about criticisms, or in correctly promoting improvement proposals and projects, and in general in having a more proactive relationship. On the other hand, the same difficulty was evident – among the Executives and Middle Managers – to accept proposals from the staff.
Therefore, it was necessary to develop the problem setting/solving techniques, applying them to the real processes, and, at the same time, to promote a culture of two-way communication and feedback, respecting the roles. The commitment of Managers in the learning process and their collaboration in co-designing the improvement projects (Project Works) were strategic.
In other respects, the Management team was characterized by some differences between members. So, it was necessary to build a “sense” of the Group (team coaching), and reflect upon decisional processes, in particular across the structures or strategic, which impacted the whole Company.
How do we work?
This case-history is just an example of a situation that must be deeply interpreted. We work with this method: we like discovering – from the first meeting with the Client – the language, the main cultural frames, the ways in which in a specific context the business is done and the way the company is organized. The Client becomes a “travel companion”, with which we design and re-design the project, discover new paths, engage the key-stakeholders, and try to understand languages, styles, frames and needs. Evidently, it is not a simple technical operation: the question is to “understand” profoundly.
The strategy (and the tools) is defined with the Client, so that the learning or consulting actions produce a real impact on the organization (ROI) and develop the practices in use or build new ones.
What did we do?
In this way we
. worked with Management Groups
. developed the performance evaluation systems by learning sessions and training on the job
. designed the complex Change management projects with the Top Management
. defined the re-skilling and empowerment paths for people over-50
. supported merger and acquisition processes balancing management styles and practices in different Companies and cultures
. aided the front-line Employees in the stressful relationships with critical Clients and Citizens
. “built” new roles in a complex system of relations
. etc.
Design, planning and managing the training and consulting projects
We design the projects considering the characteristics of the Client, then we plan the training sessions with the necessary flexibility, because of the possible changes in the contexts, the emerging needs, new questions and problems, new opportunities. For this reason the management of the project is important: in the training, development, change projects it is necessary to define the way “step by step”, searching for the best methods to face the inevitable threats, resistances and oppositions.
We try to do this and support the Clients in change and development processes, using our competences and experiences learned observing the cultural dynamics of complex Organizations as Consultant and Trainers, and also working in Companies as Professionals or Managers.
In conclusion, we think the training can make a difference if it is focused on real processes and work practices. Evaluating the impact for the Organization and ROI of training and development sessions is a must for us.
We will dedicate another “path” to “Training ROI”
For more information, please write to