Chapter 17. Some Tools for Engagement

CHANGING THE WAY we engage is nowhere near the whole story, but it is a key leverage point for the consultant. As consultants, we are not around for most of the client's interactions, but if we can help them engage differently when we are around, it will spread into the rest of their working.

Change will occur to the extent we use each particular event as a sample of the way we wish the larger implementation to proceed. Each moment becomes an example of the destination. If you are holding a meeting to discuss a new set of measures for a telephone call center, for example, this meeting on measures needs to encourage all of the major principles of implementation:

  • Balanced participation

  • Real choice on the table ...

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