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Feedback and Communication with a Client - Analysis

Why is it important to plan your feedback meeting with your client? What are some communication plans you might use instead of Block's 10-step feedback meeting plan?

How might a client feedback plan vary from industry to industry? Are all facets of a communication plan equally important regardless of industry?

What techniques can you use to avoid taking client feedback personally? How might you structure and control the feedback meeting to generate the best positive outcome from the client?

What tools might you use to deliver client feedback? Will the tools you use to deliver feedback vary based on the size or type of client organization with which you are working?

Solution Preview

Why is it important to plan your feedback meeting with your client?

As we learn from reading Block's analysis of how to interact with the client in chapter 14 in preparing for feedback sessions, one of the keys to being more than a "trainer" and being a real consultant is to develop a partnership with the client. That way, the client is more invested and will be much more committed. If the partnership exists from the beginning, the client is engaged from the top and more likely to take ownership and have a desire to act on the outcomes noted from the findings in the feedback. This is the goal of consulting, getting the client to act on the findings you discover.

Having a firm meeting plan that has been mutually established and agreed upon between yourself and your client will be key in the successful delivery of the message as you follow the steps through the feedback meeting.
The collaborative role creates the best chance of the client owning their problem, but seeing you as helpful (Block, 2011).

What are some communication plans you might use instead of Block's 10-step feedback meeting plan?

Depending on the situation and the complexity of the project your consulting on, a formal 10 step feedback session with the key team members may not be practical. An example of this could be a global technology company who uses internet based programs to resolve most issues. It would be in these cases that a good consultant would turn to other effective delivery methods to ensure the points from the findings are conveyed and understood clearly.

In dealing with technology and other issues that may be a barricade to the 10 steps, some solutions may be to use electronic communication plans that reach targeted clients. You could also partner with the ...

Solution Summary

Having a firm meeting plan that has been mutually established and agreed upon between yourself and your client will be key in the successful delivery of the message as you follow the steps through the feedback meeting.
The collaborative role creates the best chance of the client owning their problem, but seeing you as helpful (Block, 2011).

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