| Introduction |
| Symbols used in this book |
| 1 From managing change to managing surprise? |
| Support functions under attack |
| The opportunity What exactly is consultancy? |
| The difference between expert and process consulting |
| What is the difference between the internal and external consultant? |
| The characteristics of internal consultancy |
| Why use an internal consultant? |
| How to become an internal consultant |
| Time to convert and redirect |
| 2 The art of client management |
| Understanding the key stages of the internal consulting process |
| Implementation Belbin's team roles - questionnaire |
| 3 Marketing internal consultancy |
| Getting in and contracting with your client |
| Developing your marketing strategy |
| Conducting a client demand analysis |
| What clients look for Beginning to market yourself - recognising your starting point |
| Marketing to senior management |
| How to sell to senior management |
| Some practical tips to improve your marketing effort |
| Internal consultancy case study |
| 4 Managing initial client meetings |
| The essential rules for managing initial client meetings |
| Things to avoid at initial meetings |
| How to convey respect, openness and understanding at an initial client meeting |
| Initial client meetings consultant's template |
| Initial terms of reference Writing client proposals Managing |
| Initial meetings checklist |
| 5 Understanding and defining the client's problem |
| Desk research Interviewing clients |
| Managing the client interview |
| Group interviews |
| Types of interview questioning techniques Providing non-verbal encouragement during interviews |
| Using supportive statements |
| Counter-productive questions |
| Using questionnaires to gather information |
| Designing a questionnaire |
| Process mapping |
| Process analysis questions |
| Understanding and defining your client's problem - being client focused |
| 6 Managing change |
| Understanding organizational change |
| Individual reactions to change |
| The change transition curve |
| Managing organizational change |
| Organizational change readiness assessment |
| Managing organizational change template Change management template - the critical success factors |
| Stakeholder Analysis |
| Managing organization change - a checklist of key questions to address |
| The critical questions to ask in change scenarios |
| 7 Presenting client feedback Introduction to report writing |
| Different types of client report |
| Getting your report structure right A typical report structure |
| Writing a client report |
| Reviewing reports |
| Making client presentations |
| Presenting client feedback - being client focused |
| 8 Implementing, reviewing and exiting projects |
| Project implementation |
| Project implementation - being client focused |
| Reviewing consultancy projects - being client focused |
| Evaluating consultancy projects |
| Summary |
| 9 The internal consultant's toolkit |
| The consultant's toolkit Organization capability: effectiveness questionnaire - '7s' organization audit |
| Internal consultant skills - development needs checklist |
| Success factors in managing change |
| Change management action planning sheet |
