WHAT DOES A GOOD CONSULTANT DO?

ADVISES – where a client is unsure about which is the REASSURES – the client wants to know that
best solution, the consultant advises. As well as provides there is a solution, that there will be a way
advice for avoiding similar difficulties in the future. out of this ‘mess’.
LISTENS – to make sure
IMPROVES – to avoid the
that all that the client
same thing happening
has to say is uncovered
again or in relation to
and to discover real
persistent issues, knows
desires – rational and
how, when and who to
emotive.
escalate to.
GUIDES – to help
RESOLVES – at the end the client clarify
of the day a client the needs which
wants the issue resolved. may not always
be clear in his or
PROPOSES – in full respect of her mind!
real constraints, to provide
the client with a choice of FOLLOWS UP – pre-
options for the resolution of empts the client and
the problem. makes sure the solution
CHECKS DESIRES – before proposing has worked, or helps to
a solution, checks that the desires find an alternative
have been understood. solution.
SHOWS EMPATHY – to let the client knows he
or she cares and help the client to open up
and give all the information necessary.