Interfacing and Influencing Skills

Gemini Skills Workshop

July 1998

Interfacing and Influencing are core skills used continually in consulting relationships
Interfacing techniques- How we engage others
Active listening Interviewing Establishing appropriate working relationships Question handling - formal and spontaneous

Influencing skills- How we get others to move in a desired direction

Persuading Negotiating Applying rational, emotional & political dimensions Instilling a sense of urgency Transferring ownership Identifying and addressing motives and needs of others Overcoming barriers and objections

Gemini Consulting Limited Proprietary and Confidential

Int Infl Skills v5.ppt

-2-

Consider one definition of a consultant

. . . anyone who is in a role . . . helping individuals, departments or organisations to be more effective in whatever they do . . . without any formal authority over them or choosing not to use what authority they have.
Peter Cockman, Bill Evans, Peter Reynolds, Client-Centred Consulting, The McGraw-Hill Training Series, 1992

Consultants are coaches with no formal authority over their clients.

Gemini Consulting Limited Proprietary and Confidential

Int Infl Skills v5.ppt

-3-

Practicing Hallway Chats will increase your comfort and confidence in both of these areas
Hallway Chats are those spontaneous and impromptu opportunities you have with all levels of clients and co-workers to make a favorable impression - for yourself and for Gemini

Make sure that you have some one-minute answers prepared and rehearsed in your mind in advance

Two good rules of thumb to keep in mind:

You never get a second chance to make a good first impression
and

Seek first to understand and then to be understood

S. Covey, The Seven Habits of Highly Effective People

Gemini Consulting Limited Proprietary and Confidential

Int Infl Skills v5.ppt

-4-

Following these simple guidelines will help you in these sometimes awkward moments
Know with whom you are talking

Start by breaking the ice

relax, show confidence, 2-way discussion

Set an agenda
establish purpose, time contract, confidentiality

Gain credibility Identify their red issues

Determine whats behind a query, remark or concern

Avoid jargon
Be honest

Gemini Consulting Limited Proprietary and Confidential

Int Infl Skills v5.ppt

-5-

Practice makes perfect!

During GSW you will have many opportunities to practice and try out some of these quick responses When you least expect it, you may be called on to conduct a hallway chat with someone else Make sure to have some one minute answers prepared When in doubt, less is more!

Gemini Consulting Limited Proprietary and Confidential

Int Infl Skills v5.ppt

-6-

Your initial planned contact is a chance to make a positive impression

Initial Contact - The First Meeting
Are you fully prepared (client profile, industry background, clients business performance, likely issues etc)? What sort of first impression do you want to make? Are you in the right frame of mind to meet your client and deal with any difficulties that might arise?

Gaining Entry
Find out about the client as an individual - what are they like as a person?

Explore their current situation and how they perceive things to be

Tell the client about yourself and what you feel you can offer
Build intimacy, build credibility and start to develop trust.

Gemini Consulting Limited Proprietary and Confidential

Int Infl Skills v5.ppt

-7-

Powerhouse persuaders use a variety of effective techniques that you too can master
1. Talk about what most interests your listeners, putting your needs temporarily to the side 2. Use attention grabbers like surprises and confusion especially with know it all types

3. Establish personal contact (eye, touch,etc) to help establish rapport

4. Make it difficult for others to disagree with your logic by speaking in a run-on statement using undeniably true observations linked to your own opinions or beliefs

5. Avoid listener resistance by using stories, metaphors and analogies

6. Ask - dont tell, must and should are too directive 7. Dont try to change the mood - match it and problem solve it 8. Acknowledge that the other has a point, first.....then dismantle it

9. Active listen, paraphrase, check for accuracy

10. He who speaks first, loses....Give a person time to think during the conversation
Gemini Consulting Limited Proprietary and Confidential
Int Infl Skills v5.ppt

-8-