International Institute for Learning, Inc.
Leadership and Interpersonal Skills
Engagement Excellence
Ensuring Customer Satisfaction through
Effective Consulting Engagement Management
Print Download PDF  
Course No.:
2 Days
14 PDUs / 1.4 CEUs
Virtual Classroom / On-Demand Learning
Course No.:
Four 3-hour sessions
12 PDUs / 1.2 CEUs
Course Level:



About the Program
Contractors and consultants occupy a great many positions in worldwide corporate business today.  Many of the occupants of the consulting roles are on assignment to a client or customer without adequate preparation in the rigors and aspects of the consultant role they are taking on, whether they are contract programmers, business analysts, systems analysts, project managers or any other position involved with creating a solution for the client.

This course provides those occupying these positions in a consulting capacity, as well as those whose primary business is as a consultant, with the insights, tools, and techniques to function successfully as a consultant, bringing in a successful delivery for the client, identifying problems that can be solved for the client, adding new opportunities for the consulting company, and increasing the consultant’s own knowledge and value in the market.

Who Should Attend
Among those who can benefit from this course are:

  • Consultants
  • Onsite contractors
  • Managers of consultants and managers who engage consultants

What You Will Learn

  • Employ the facilitation skills that are most supportive of consultants in their bid to perform successful engagements and develop new business
  • Improve your ability to apply these skills in the context of your consultant functions
  • Identify opportunities in the client organization for additional business
  • Improve your relationship with the customer and client staff

Course Overview

The “Job” of a Consultant

The “Role” of the Consultant

  • What does a consultant do?
  • A sense of place – where does the consultant fit in?
  • Consultant’s methodology

Basic Communication Skills

  • Communication is central to the consultant’s success
  • Five communication skills for consultants
  • The four basic goals of communication
  • Communication process
  • Communication barriers to overcome

A Consultant’s Method

  • Consultant’s approach
  • Observe, inquire, and listen
  • Analyze
  • Evaluate
  • Propose

Identifying Issues – Inquiring, Observation, and Listening

Information-Gathering Practices

  • Purposes for gathering information
  • Information-gathering techniques
  • Information-gathering plan

Information and Client Analysis

  • Five phases of information gathering
  • Styles and audiences
  • Preparing for the information-gathering session
  • Conducting the information-gathering session
  • Post-session follow-up and confirmation

Targeted Information Gathering

  • Forms of targeted information gathering
  • Observation
  • Document analysis
  • Interviewing
  • Conducting an interview

Group Information Gathering

  • Strengths and concerns
  • Moderation and facilitation
  • Moderating a meeting

Analyzing Information

Analyzing Information to Determine Problems and Issues

  • What is analysis?
  • Analysis tools and techniques

Defining a Problem Domain

  • Understand the client environment – the big picture
  • Components of the product scope
  • Why is it necessary to define the problem domain?
  • Sample conventions for a high-level business process model
  • Example of a high-level business process model
  • The full problem domain
  • Inside the process
  • The String of Pearls

Analyzing Assumptions

  • Documenting assumptions
  • Identifying stakeholders’ assumptions
  • Dealing with assumptions

Defining and Analyzing Change

  • Change processes
  • Handling changes

Analyzing and Managing Expectations

  • Manage the client
  • Red flags

Confirmation and Approval


  • Acceptance criteria
  • Conducting a walk-through or client review
  • Accepting a deliverable


  • Internal validation
  • Inspections and peer reviews


  • Formal acceptance and approval


  • What is negotiation?
  • When to negotiate
  • Principled negotiations
  • Responsible responses
  • How to say no

Recommendations and Relationships

Engendering Trust

  • How to engender trust in the relationship
  • What is the impact of trust?

Preparing Recommendations

  • How to present recommendations to upper- level management

Applying Influence

  • What is influence?
  • Triangle talk
  • The influence algorithm
  • Patterns of influence

Making the Formal Presentation

  • Presenting a proposal
  • Upward management
  • Tips for presenting to groups

Engagement Excellence

Engagement Start

  • Conducting a successful kick-off meeting

Communicating and Analyzing Communications

  • Maintaining consistent communications
  • Customer communications management

Identifying Opportunities

  • Knowing what to look for
  • Identifying opportunities
  • Moving on the opportunities

Engagement Completion

  • Graceful close
  • Lessons learned
  • Best practices
©2000-2018 International Institute for Learning, Inc.