Flawless Consulting: A Guide to Getting Your Expertise Used / Edition 3

Flawless Consulting: A Guide to Getting Your Expertise Used / Edition 3

3.9 10
by Peter Block

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ISBN-10: 0470620749

ISBN-13: 9780470620748

Pub. Date: 03/15/2011

Publisher: Wiley

This Third Edition to Peter Block's Flawless Consulting addresses business changes and new challenges since the second edition was written ten years ago. It tackles the challenges next-generation consultants face, including more guidance on how to ask better questions, dealing with difficult clients, working in an increasingly virtual world, how to


This Third Edition to Peter Block's Flawless Consulting addresses business changes and new challenges since the second edition was written ten years ago. It tackles the challenges next-generation consultants face, including more guidance on how to ask better questions, dealing with difficult clients, working in an increasingly virtual world, how to cope with complexities in international consulting, case studies, and guidelines on implementation. Also included are illustrative examples and exercises to help you cement the guides offered.

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Table of Contents

What’s New? xiii

Acknowledgments xxi

1 A Consultant by Any Other Name . . . 1

Some Definitions and Distinctions 2 / Consulting Skills Preview 6 / The Promise of Flawless Consultation 9

2 Techniques Are Not Enough 13

Beyond Content 14 / The Consultant’s Assumptions 17 / The Consultant’s Goals 19 / Developing Client Commitment––A Secondary Goal of Each Consulting Act 21 / Roles Consultants Choose 22 / Collaboration and the Fear of Holding Hands 27 / Staging the Client’s Involvement, Step by Step 29

3 Flawless Consulting 37

Being Authentic 37 / Completing the Requirements of Each Phase 40 / Results 46 / Accountability 47 / The Right to Fail 49

4 Contracting Overview 51

Contracting: The Concept and the Skill 52 / Elements of a Contract 57 / Ground Rules for Contracting 65

5 The Contracting Meeting 67

Who Is the Client? 68 / Navigating the Contracting Meeting 70/ When You Get Stuck 87 / The Problem with Saying No 95 / Contracting Checkpoint 96 / Selling Your Services: Good Selling Is Good Contracting 98 / The Meeting as a Model of How You Work 102 / Closing the Contracting Meeting 103 / After the Contracting Meeting 104

6 The Agonies of Contracting 107

Dealing with Low Motivation 107 / Ceaseless Negotiation: The Shifting Tide of Your Role 109 / Some Other Specific Agonies 113 / The Virtual World 115

7 The Internal Consultant 121

Important Differences Between Internal and External Consultants 122 / Triangles and Rectangles 124

8 Understanding Resistance 129

The Faces of Resistance 130 / What Are Clients Resisting When They Are Resisting Us? 138 / Underlying Concerns 140 / Sometimes It Is Not Resistance 143 / The Fear and the Wish 143 / Ogres and Angels 147 / . . . And Heroics 148

9 Dealing with Resistance 149

Three Steps for Handling Resistance 151 / Don’t Take It Personally 155 / Good-Faith Responses 156 / Consulting with a Stone 157

10 From Diagnosis to Discovery 159

It Is Still the Relationship That Counts 160 / The Call to Action 163 / The Problem Is Not the Problem 167 / How the Problem Is Being Managed 170 / Flawless Discovery 172

11 Whole-System Discovery 175

Third-Party Consulting 176 / Taking a Whole-System Approach 178 / Your Choice 179 / Putting Whole-System Discovery to Work 180 / The Payoff 182

12 Discovering Gifts, Capacities, and Possibilities 183

When All Else Fails 185 / The Power of Positive Deviance 186 / The Implications of Positive Deviance for Consulting 189 / An Example of What Is Working 190

13 Get the Picture 201

The Steps in Getting the Picture 202 / A Word About Bias 206 / Assessing How the Situation Is Being Managed 207 / The Discovery Interview 210 / Levels of Analysis 211 / Your Experience as Data 214

14 Preparing for Feedback 217

A Clear Picture May Be Enough 217 / Condensing the Data 218 / Some Do’s and Don’ts 219 / Language in Giving the Picture 221 / Presenting the Picture . . . As Courtroom Drama 223 / Support and Confront 225

15 Managing the Meeting for Action 229

How to Present the Picture 230 / Structuring the Meeting 231 / The Meeting for Action, Step by Step 233 / A Recap 241 / Resistance in the Meeting 242 / When Group Members Are at Odds Among Themselves 244 / Modeling the Meeting 246

16 Implementation 249

Choosing Engagement over Installation 250 / Deciding Doesn’t Get It Done 251 / The Limits of Installation 252 / Betting on Engagement 258

17 The Elements of Engagement 261

The Meeting Is the Message 262 / Eight Ways to Engage 263 / The Point 275

18 Teacher as Consultant 279

The Story 280 / Assumptions About Motivating Students 281 / The Reality 282 / Taking a Consultant’s Stance 283 / The Trip to Washington, D.C. 293 / The Choice in the Matter 296

19 The Heart of the Matter 299

Choosing Learning over Teaching 300 / Learning as a Social Adventure 302 / The Struggle Is the Solution 303 / The Question Is More Important Than the Answer 304 / Beyond How 305 / Insight Resides in Moments of Tension 307 / Capacities Bear More Fruit Than Deficiencies 309 / We Are Responsible for One Another’s Learning 311 / Culture Changes in the Moment 312 / If Change Is So Wonderful, Why Don’t You Go First? 313 / The Final Question Is One of Faith 315

Online Appendix: Handy Checklists You Can Use 317

Further Reading 319

About the Author 323

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Flawless Consulting: A Guide to Getting Your Expertise Used 3.9 out of 5 based on 0 ratings. 10 reviews.
Shyamashree_rudra More than 1 year ago
I have to admit that I really liked Peter Block's "Flawless Consulting". This book was originally written in 1978, and then revised in 1998. I expected the book to be dated and irrelevant, but it wasn't. The concepts that Block wrote about many years ago are still very much applicable today. Having been a consultant for 6 years, I especially liked this book because it focuses on the style of consulting I like (or rather liked!) to do -- improving the capability of the client to find and implement his/her own solutions. I was especially impressed by the emphasis Block places on how to establish a relationship with the client, as well as defining the assignment. Consultants love to define assignments, but often don't give much thought to the relationship. The book is also well balanced between the needs of those who are internal consultants as well as external consultants/experts. A great strength of the book is that there are extensive examples of the same issue so that you can get a good perspective, even if you don't yet have much experience as a consultant. So it is a terrific book for those who are new to consulting. For those of us who have had consulting experience, there is still a lot to learn. The questions and checklists Block provides throughout the book are practically a book by themselves. They are very well designed and address the most important issues. What I especially found useful were the extensive list of ways to diagnose what may be going wrong when the client asks questions or is inactive. I found even more useful the many ingenious responses to those situations that had never occurred to me. I have stumbled into a few successes in my consulting career and can look back and see it is because I applied the concepts of this book - whether by design or accident. Conversely, I can also see some other situations where the application of these concepts would have been very useful. Block strikes a perfect balance between theory and execution. In fact, there is a lot of both. He backs up his theories with flowcharts, checklists, and even cartoons. This book is the real deal. Block clearly knows what he is talking about when it comes to organizations and the consulting process. There is no doubt you will be a much improved consultant or manager if you learn and apply the methods in the book. Truly a classic, and a "must have" for anyone who consults, or who hires consultants.
Anonymous More than 1 year ago
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Anonymous More than 1 year ago
I have yet to finish the book but have found the information very helpful in developing my understanding of consultation as a practice. I have been within the educational arena for over a decade and have considered starting my own educational consulting firm. Still have a long way to go and would love the opportunity to meet Peter Block in person.
Anonymous More than 1 year ago
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Guest More than 1 year ago
This is an amazing book! Peter Block's Flawless Consulting, is a textbook appropriate not only for consultants but for anyone that wants to share their expertise with others. Block explains, 'You are consulting any time you are trying to change or improve a situation but have no direct control over the implementation.'

About his audacious title, he asserts that it is possible for us to operate without error. To consult flawlessly 'requires intense concentration on two process. (1)Being as authentic as you can be at all times with the client; (2)Attending directly, in words and actions, to the business of each stage of the consulting process.'

Having set the bar extremely high, Block doesn't leave the reader trying to figure out what 'being authentic' and 'attending to the business of each stage' means. Flawless Consulting is an extremely practical book. Flawless Consulting is replete with checklists, case scenarios, suggested wording (sometimes entire scripts), business recommendations, and practical insights. The book is saturated with Block's wonderful sense of humor and humanity.

Unlike some second editions that are content to simply add a new preface and some cosmetic changes to the dust jacket, Block has updated information throughout the book and added entirely new chapters on: Whole-System Discovery, Implementation, Strategies for Engagement, Ethics and the Shadow Side of Consulting, The Heart of the Matter.

Though not a consultant in the formal sense, I found his insights delightfully applicable to my day-to-day work. So much so that I nearly underlined every line in the book and made notes in the margins! Despite all the great information I gleaned, I think people more formally involved in consulting will get even more from Flawless Consulting. I highly recommend this book for anyone who interested in Getting Your Expertise Used.

macinfo More than 1 year ago
Time tested and approved, Block's Flawless Consulting is required reading for everyone considering a Consulting Career.
Guest More than 1 year ago
I purchased this book in 1999 when it was first published, and I have given countless copies to new consultants over the years. The messages in this book are simple and concise. It illustrates how to raise the bar on true consulting rather than being a 'consultant' by name. A must have for any consultants bookshelf, and something to review at least once a year.