Management Consulting: Best Practices and New Challenges Jeffrey R Harris, MA, MFT, CEAP Human Resourcefulness Consulting

Management Consulting: Best Practices & New Challenges Agenda Premise for the Workshop Review the Questionnaire Review the Best Practices Introduce the Innovations and Inspirations Recognize the Non-standard Practices Explore the New Challenges Integration through Audience Input

Management Consulting: Best Practices & New Challenges Objectives Adopt a standardized definition of management consultation and describe the EA Professionals consulting role within the framework of the EAPA Core Technology Describe the EA consulting skills that will most- effectively assist managers in developing win-win solutions that meet the needs of the employee(s) and the business. Develop consulting questions that draw managers into a broader review of the problem, helping managers understand the consequences of under- or over-reaction, and providing a framework for managers to develop their own solutions.

Management Consulting: Best Practices & New Challenges Goals Validate the skills and framework you are already utilizing Challenge you to take your consulting to the next level Inspire you to advise or mentor new staff and CEAP candidates in a purposeful manner Invite you to be an active contributor towards establishing a development plan

Living Archive For Best Practices in Consulting visit the resource page often continually updated bibliography tools lesson plans

Management Consulting: Best Practices & New Challenges The Interviews Transportation ExpressJet EAP United Airlines EAP Education Los Angeles Department of Education EASE University of Nebraska at Lincoln EAP University of Southern California Center for Work & Family Life Government City of Long Beach EAP Federal Occupational Health Consortium EAP Washington State EAP Finance Bank of New York Mellon EAP Merrill Lynch EAP Wells Fargo EAC Healthcare Concord Hospital EAP Kaiser Permanente EAP Partners Healthcare System EAP Texas Childrens Hospital EAP Manufacturing / Processing 3M EAP Chevron EAP US Postal Service

Management Consulting: Best Practices & New Challenges The Interviews Science & Technology Lawrence Livermore National Laboratory EAP Raytheon EAP Sandia National Laboratory EAP Sports San Francisco Giants EAP Law Enforcement A Federal Law Enforcement EAP Utilities Los Angeles Department of Water & Power EAP External EAPs/MBHOs Aetna Behavioral Health Concern EAP Magellan Behavioral Health United Behavioral Health Independent Consultants 20/80 Workplace Consultants Blair Consulting Group Excello Workplace Behavioral Consulting Gerald Lewis & Associates/Compass EAP Kenneth R Collins & Associates Masi Research Consultants

Management Consulting: Best Practices & New Challenges The Survey Questions 1.How did you acquire the skills necessary for effective consulting? Would you describe your development path as formalized or informal? 2.How is management consulting different from executive coaching, organizational development, team building or talent development? 3.Are there consulting steps or a map from which you work? [philosophy of consulting] 4.What would you consider to be the necessary skills of an effective consultant? 5.What was your most effective consultation? What was your most challenging consultation?

Management Consulting: Best Practices & New Challenges Development as a Management Consultant Question: How did you acquire the skills necessary for effective consulting? Would you describe your development path as formalized or informal? Consulting skills improve when development is planned

Management Consulting: Best Practices & New Challenges Development as a Management Consultant Majority of respondents were self-taught –On-the-job experience –Peer supervision Purposeful development had some commonalities –Assessing the new employee / CEAP candidate for consulting skill set –Waiting period –Observation –Mentoring –Reading –External consultants Consulting skills improve when development is planned

Management Consulting: Best Practices & New Challenges Development as a Management Consultant Majority of respondents were self-taught –On-the-job experience –Peer supervision Purposeful development had some commonalities –Assessing the new employee / CEAP candidate for consulting skill set –Waiting period –Observation –Mentoring –Reading –External consultants Consulting skills improve when development is planned

Management Consulting: Best Practices & New Challenges Defining Management Consulting in an EA Role Question: How is management consulting different from executive coaching, organizational development, team building or talent development? Having a standardized definition establishes our expertise

Management Consulting: Best Practices & New Challenges Differentiating EA-based Management Consulting Generic management consultants… –are experts in one field or line of business –address a single question –advocates for management Executive Coaching... –Goals are related to the development of the manager and the success of his/her career –Advocates for executive Organizational development consulting –Long term, grand plans –May not interact with or know individual employees –Advocates for organizational effectiveness, processes

Management Consulting: Best Practices & New Challenges Defining Management Consulting in an EA Role How EAPA Core Technology defines the consulting role: Consultation with, training of, and assistance to work organization leadership (managers, supervisors, and union stewards) seeking to: –manage the troubled employee, –enhance the work environment, and –improve employee job performance; and –outreach/education of employees/ dependents about availability of EA services Having a standardized definition establishes our expertise

Management Consulting: Best Practices & New Challenges Defining Management Consulting in an EA Role The EA Consultant… works within a multi-client model works within a defined role is a specialist in the human side of business provides support tailored for the manager contributes to safety & risk management Having a standardized definition establishes our expertise

Management Consulting: Best Practices & New Challenges Defining Management Consulting in an EA Role The EA Consultant… works within a multi-client model works within a defined role is a specialist in the human side of business provides support tailored for the manager contributes to safety & risk management Having a standardized definition establishes our expertise

Management Consulting: Best Practices & New Challenges Defining Management Consulting in an EA Role The EA Consultant… works within a multi-client model works within a defined role is a specialist in the human side of business provides support tailored for the manager contributes to safety & risk management Having a standardized definition establishes our expertise

Management Consulting: Best Practices & New Challenges Defining Management Consulting in an EA Role Most common consults –The client dump –Job Performance Referral –Problems of employee conduct –Reasonable suspicion of substance abuse –Employee health –Threat of aggression or violence –Conflict between coworkers Having a standardized definition establishes our expertise

Management Consulting: Best Practices & New Challenges Defining Management Consulting in an EA Role Most common consults –The client dump –Job Performance Referral –Problems of employee conduct –Reasonable suspicion of substance abuse –Employee health –Threat of aggression or violence –Conflict between coworkers Having a standardized definition establishes our expertise

Management Consulting: Best Practices & New Challenges Defining Management Consulting in an EA Role Most common consults [continued] –Training request that masks a behavioral problem –Assistance with change management –Workplace tragedy or trauma –Policy consultation – usually proactively initiated by the EAPC Having a standardized definition establishes our expertise

Management Consulting: Best Practices & New Challenges Differences Between EAP Delivery Models Internal –Greater credibility –May be perceived as too familiar External –Benefits from imposed boundary –Not familiar with nuances and micro-cultures –Challenging to establish trust with managers Mixternal –Benefits from imposed boundary –On-site improves access and familiarity with customer

Management Consulting: Best Practices & New Challenges EAP Philosophy of Consulting Having a philosophy or belief-system of consulting leads to a framework or roadmap for each consultation Question: Are there consulting steps or a map from which you work?

Management Consulting: Best Practices & New Challenges EAP Philosophy of Consulting Having a philosophy or belief-system of consulting leads to a framework or roadmap for each consultation The EA consultant… provides role clarification coaches on effective communication assesses the manager assesses the request for consultation assesses the problem through the system

Management Consulting: Best Practices & New Challenges EAP Philosophy of Consulting Having a philosophy or belief-system of consulting leads to a framework or roadmap for each consultation The EA consultant… provides role clarification coaches on effective communication assesses the manager assesses the request for consultation assesses the problem through the system

Management Consulting: Best Practices & New Challenges EAP Philosophy of Consulting Having a philosophy or belief-system of consulting leads to a framework or roadmap for each consultation The EA consultant… provides role clarification coaches on effective communication assesses the manager assesses the request for consultation assesses the problem through the system

Management Consulting: Best Practices & New Challenges EAP Philosophy of Consulting Having a philosophy or belief-system of consulting leads to a framework or roadmap for each consultation The EA consultant… provides role clarification coaches on effective communication assesses the manager assesses the request for consultation assesses the problem through the system

Management Consulting: Best Practices & New Challenges EAP Philosophy of Consulting Having a philosophy or belief-system of consulting leads to a framework or roadmap for each consultation The EA consultant… [continued] works from a strengths-based framework provides a framework through which the manager approaches solutions tailors interventions and resources to the style of the manager builds networks with internal resources

Management Consulting: Best Practices & New Challenges Essential Skills for Effective Consulting Question: What would you consider to be the necessary skills of an effective consultant? Effective consultants employ these skills as best practices

Management Consulting: Best Practices & New Challenges Essential Skills for Effective Consulting Possesses business acumen Understands how organizations function Draws upon own business or management experience Builds rapport Builds trust Is able to solve complex problems in a stressful environment Effective consultants employ these skills as best practices

Management Consulting: Best Practices & New Challenges Essential Skills for Effective Consulting Possesses business acumen Understands how organizations function Draws upon own business or management experience Builds rapport Builds trust Is able to solve complex problems in a stressful environment Effective consultants employ these skills as best practices

Management Consulting: Best Practices & New Challenges Essential Skills for Effective Consulting Possesses business acumen Understands how organizations function Draws upon own business or management experience Builds rapport Builds trust Is able to solve complex problems in a stressful environment Effective consultants employ these skills as best practices

Management Consulting: Best Practices & New Challenges Essential Skills for Effective Consulting [continued] Models effective communication Utilizes facilitation skills Possesses professional self-esteem Harnesses clinical intuition Sets Expectations Sets Boundaries Effective consultants employ these skills as best practices

Management Consulting: Best Practices & New Challenges Essential Skills for Effective Consulting [continued] Models effective communication Utilizes facilitation skills Possesses professional self-esteem Harnesses clinical intuition Sets Expectations Sets Boundaries Effective consultants employ these skills as best practices

Management Consulting: Best Practices & New Challenges Essential Skills for Effective Consulting Maintains a neutral, objective position Takes a history of the problem Provides follow-up Seeks, and gives, feedback Initiates outreach and proactivity Consumes research [continued] Effective consultants employ these skills as best practices

Management Consulting: Best Practices & New Challenges Essential Skills for Effective Consulting Maintains a neutral, objective position Takes a history of the problem Provides follow-up Seeks, and gives, feedback Initiates outreach and proactivity Consumes research [continued] Effective consultants employ these skills as best practices

Management Consulting: Best Practices & New Challenges Inspiration & Innovation Merrill Lynchs account executive training Aetnas use of Leader-Member Exchange Concord Hospital & Kaiser Permanentes emphasis upon contracting Jungs Even development at Raytheon Blair Consulting Groups Fundamentals of Employee Assistance Programs United Air Lines EAP Monitoring Committee The EAPC often functions as the heart of the organization

Management Consulting: Best Practices & New Challenges Non-Standardized Practices Conflict resolution & mediation services Executive coaching & manager development Converting manager consults to EAP consults (customer to client) Fitness For Duty Return to Work screening

Management Consulting: Best Practices & New Challenges New Challenges Business Continuity Planning –Enhanced role for EAP since 9/11 and Hurricanes Katrina and Rita Terrorism Avian flu pandemic Disasters Power grid blackouts –Opportunities for EAP consulting: Business Continuity Planning for employee needs Emotional hardiness and resiliency Personal preparedness Complicated grief in the workplace

Management Consulting: Best Practices & New Challenges New Challenges Global presence means: –diversity of needs –diversity of norms, morés –diversity of management and communication styles Multi-generational workforce –Creating solutions for managers who seek to engage all four generations uniquely High Concept/Low Resource –Disconnect between leaders lofty vision and lack of development time/resources for staff –Results in contrived performance issues

Management Consulting: Best Practices & New Challenges Anecdotes

Management Consulting: Best Practices & New Challenges Three development scenarios A union steward who transitions to a consultant role in a Member Assistance Program A CEAP candidate in advisement A seasoned EA professional –How would you assess each EA professional for… their readiness for consulting? the strength of their consulting skills? –How would you develop each person uniquely? –How would you build their business acumen for your customer organization? Audience Expertise

Management Consulting: Best Practices & New Challenges Development Resources The following resources for developing management consulting skills may be found at Bibliography Manager survey tools Dos and Donts list ABCs of Management Consultation P-O-S-I-T-I-V-E consulting workflow Links to related web sites List of survey participants

Management Consulting: Best Practices & New Challenges An Invitation to Keep the Dialogue Alive… Complete the Skills Survey in your packet Share tools for the web resource page Suggest lesson plans for CEAP advisement Contribute titles for recommended reading Mentor others

Management Consulting: Best Practices & New Challenges Contact Info Jeffrey R Harris, MFT, CEAP PO Box Long Beach, CA (562)