Communication Skills for Consultancy Dr Evelyn Howe Dr Marc Aurel Schnabel...

Communication Skills for Consultancy

Dr Evelyn HoweDr Marc Aurel Schnabel

http://uhaweb.hartford.edu/architect/images/archimage.jpg retrieved 24.2.2008

http://uhaweb.hartford.edu/architect/images/archimage.jpg

Why do designers and architects need to communicate well?

• their livelihood depends on it• clients cannot make informed decisions if they are

not well informed• clients cannot easily judge your technical

expertise, thus their belief in your competence as a designer largely relates to their judgment of your competence as a communicator

• On the basis of this judgment – they TRUST you

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Being a consultant

• a collaborative relationship between two experts: a design expert and an expert on the personal tastes, beliefs and expectations of your client

• a good consultant blends these two areas of expertise

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Appreciative inquiry in consultancy

Appreciative inquiry - a positive, strengths-based operational approach to change and learning– more effective than a problem-solving

approach (focus on problems/negatives)– energising - unleashes potential and

creativity– creates a results-oriented vision of

possibilities

Cooperrider, D.L., Whitney, D, & Stavros, J.M. (2005) Appreciative inquiry handbook: the first in a series of A1 workbooks for leaders of change. San Francisco: Berrett-Koehler

Sri Lanka send for psychologist Sri Lanka have enlisted the help of sports psychologist Sandy Gordon to try and produce an upturn in performance.BBC sport4.1.2006

www.cricinfo.com/db/PICTURES/CMS/51100/51176.jpg retireved 24.2.2008

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Assumptions of appreciative inquiry

• In every society, organisation, group or individual something works• What people focus on becomes their reality• Reality is created in a moment and there are multiple realities• The act of asking questions influences people in some way• People are more confident and comfortable in their journey to the

future (unknown) when they carry forward parts of the past (known)• If people carry parts of the past forward, those parts should be what

is best about the past• It is important to value differences• The language people use creates their reality

www.paradigmshiftstudio.com/images/photos/butterfly.gif retrieved 24.2.2008

Orem, S.L. Binkert, J. & Clancy, A.L. (2007) Appreciative coaching: a positive process for change San Francisco: Jossey-Bass

The 4 dimensions of appreciative inquiry

• Discovery

• Dream

• Design

• Destiny

This brilliant building resembling a huge cloud hovering just above water level at the end of a jetty was constructed for the Swiss expo in 2002 by architects Diller and Scofidio

http://farm3.static.flickr.com/2315/1794866154_866257c7b3_o.jpg retrieved 24.2.2008

Discovery – what do you need to know?

You need to

• understand the person, people or institution

• understand how they differ from you

• understand the brief

DiscoveryDreamDesignDestiny

Mackay, H (1997) Generations Sydney:Pan Macmillan. www.pages.drexel.edu/~jlm42/3%20pigs.jpg retrieved 24.2.2008

Discovery 1 – understand the person or

institution• What are they like?• What aspects of the

culture do you need to understand?

• What do they know?• What do they believe?• How do they see

things?• What works for them?• What do they want?

•In every society, organisation, group or individual something works•What people focus on becomes their reality•There are multiple realities


http://saanga_blogger.home.comcast.net/~saanga_blogger/photospot/images/taj_mahal_01.jpg retrieved 24.2.2008


institution• Communication is not just speech

How?


Diagrammatic representation of the transactional model of communication from Higgs, J. Sefton, A, Street, A,McAllister L & Hay I (2005) Communicating in the health and social sciences Melbourne: Oxford University press


institution• Communication is not the

same as speech• Use good body language to

create empathy– eye contact– smiling– relaxed but slightly forward– congruent posture– orientation <45deg from midline

How?


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institution

• Communication is not the same as speech

• Use good body language to create empathy

• Be keen to learn from the client expert– Collaborate– Listen with enthusiasm– Build trust

How?


www.nextstepmagazine.com/nextstep/images/pic-going-back-to-college.jpg retrieved 24.2.2008




create empathy• Be keen to learn from the

client expert• Ask open questions

– More information – less errors– More rapport – more acceptance

Why?


Client info




create empathy• Be yourself – be fully present• Be keen to learn from the

client expert• Ask open questions• Take notes

– memory aid– self-protection

Why?


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Discovery 2 – understand how

they differ from you• Be prepared

– but be prepared to be wrong.

There are always stereotypes to get over


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Why?

Discovery 2 – understand how

they differ from you• Be prepared – but be prepared

to be wrong. There are always stereotypes to get over

• Different abilities – designers have great visuospatial skills but clients don’t

• Preconceived ideas – “I don’t know much about art but I know what I like”


The problem is I want storage and he wants room to move

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It is important to value differences

Discovery 3 – understand

the brief• Listen actively• Paraphrase what you hear as

you go along– So what I understand you all

want is to create a logo with great impact

– You really dislike strong colours, right?

How?


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Discovery 3 – understand

the brief• Listen actively• Paraphrase what you hear as

you go along• Use more than one medium -

get the client to look at or show you pictures

• Summarise what you have heard at the end

• Create a written record for yourself and the client to check understanding

How?


http://pdc.csusb.edu/student_writingSmal.jpg retrieved 24.2.2008

Dream – what do you want to create?

There are always two dreams

– The client’s dream

– The designer’s dream


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Dream 1 – what does the client

envisage?Clients may not express this clearly until– you question them skilfully – you ask for or provide

illustrations– you visit similar locations

or review similar past work– you provide take-home

materials for consideration and discussion with others


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The act of asking questions influences people

Dream 2 – what do you envisage?

Your dream can be influenced by

– your past experience


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/www.countrylanehomes.com.au/images/small/country-lane-aus-cottage1.jpg retreived 24.2.2008

What is captured, codified, hardwired into our perception of architectural environments through our past experiences defines our expectations of how we might interact with new spatial constructs.

http://archi-hell.blogspot.com/2006/02/do-you-speak-architect.html

People are more confident and comfortable in their journey to the future (unknown) when they carry forward parts of the past (known)If people carry parts of the past forward, those parts should be what is best about the past




– your career objectives


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Col James of Stutchbury and Pape architects created this recyclable cardboard house




– your career objectives

– your professionalism


or

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Your dream can be influenced by– your past experience– your career objectives– your professionalism– your ability to share your dream

• how well you document and illustrate your ideas

• how well you design your presentation


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Design – the process of realisation of

dreams

• Clients see design as a noun (product) but designers see it as a verb (process)

• Expression of the dream in a variety of media (with a great presentation as the goal)

• Collaborate in the process • Prepare


Destiny – the performance art of presentation

• stagecraft

• explanation skills

• coping with objections

• achieving acceptance


Destiny 1 – on stage

• set the stage

• develop stage presence

• engage the audience


The language people use creates their reality

Destiny 2 – explaining things

• describe the process – not just the solution

• provide the rationale for ideas• link your ideas with existing

agreements or illustrations (congruence with what the client already accepts or knows)

• use multiple media• keep it simple (add detail in reading

materials)


Destiny 3 – coping with objections

– Value the questioner

– Understand objections do not mean ‘no’ – they are information

– Listen actively

– Assist ventilation

– Roll with resistance

– Integrate feedback

– Provide evidence-based answers


Destiny 4 – getting to ‘yes’

– Document process and agreements

– Keep excellent records

– Ask for a decision in creative ways• the ‘yes’ halo effect• the alternative choice


The B DesArch/B Dent project

• Goals of the project• 2 groups, each with a different project

– BDent 1 - development of an oral health promotion campaign


• Goals of the project• 2 groups, each with a

different project– BDent 1 -

development of an oral health promotion campaign

– BDent 4 – development of a dental presentation portfolio


• Goals of the project• 2 groups, each with a different project

– BDent 1 - development of an oral health promotion campaign

– BDent 4 – development of a dental presentation portfolio

• All of you will learn about both projects• Preparation for the first meeting

– Consultancy skills– Design skills

Communication Skills for Consultancy Dr Evelyn Howe Dr Marc Aurel Schnabel...

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